Roostake Casino - Pelaajien kotiutuspyynnöt ovat viivästyneet.

Dear Casinoguru representative,

My username on Roostake site is huynb2025

My associated email: [removed by Casino.Guru admin]

My withdrawals (40.07 EUR and then 101.04 EUR) are continuously rejected since 14th November 2025 until now without any reason. I asked the customer service team via live chat but they were not able to solve this problem and kept repeating the same response "Customer Support is unable to process withdrawals—all payment requests are handled exclusively by our Finance team". I also created a complaint ticket on the Roostake homepage regarding this issue, following the instructions provided by the live chat customer support on November 24th, 2025. However, since then, I have not received any response.

I knew Roostake casino through Casinoguru, Trustpilot, Askgamblers,... where it had a very high safety index and many positive reviews. However, I was extremely disappointed to find that they intentionally cancelled my withdrawal request for a small amount without any reason, seemingly attempting to seize even my 25 EUR deposit.

I feel completely helpless in this situation and sincerely hope that Casinoguru can intervene so that Roostake will fulfill the minimum obligation of a reputable casino towards its players, which is to process the withdrawal request.

Looking forward to hearing from you soon.

Thanks and best regards.

Huy.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roostake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous successful payouts from the casino?
• Is your account verified? Did the casino request any documents from you to complete the verification process?
• Which payment method did you use when making deposits? Which payment methods are available for you to use, currently?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

In reply to your email, I'd like to answer your questions below:

• Have you made any previous successful payouts from the casino?

-----> Yes, I've made many before.

• Is your account verified? Did the casino request any documents from you to complete the verification process?

-----> Yes, It's fully verified and the casino didn't request any more.

• Which payment method did you use when making deposits? Which payment methods are available for you to use, currently?

-----> I made deposits via Cryptocurrency method. The payment methods I can use for deposit currently are Cryptocurency, Visa & Mastercard; for withdrawal is Cryptocurrency. (My last deposit was via USDT.SOL network, my withdrawal via USDT.SOL or USDT.TRC20,... have all been declined without reason)

Looking forward to hearing from you soon.

Thanks and best regards.

Huy.

Dear Mr Tomas,

I'm still waiting for your reply.

Thank you.

Huy.

Hi there,

We apologize if you experienced any inconvenience.

So far, we can see that your total withdrawals from our casino amount to €126.32. However, it is possible that even when our casino approves a withdrawal, the third-party crypto payment provider may sometimes cancel the transaction or encounter other issues.

Please try submitting the withdrawal request again, and I will ask our team to carefully check whether there were any discrepancies with your wallet address during the transfer.

Thank you in advance.

Dear Rookstake Casino representative,

Thanks for your reply.

I've made a withdrawal request again.

I hope it's going to be processed successfully.

Regards.

Huy.

Dear Mr Tomas & Rookstake Casino representative,

I've received my withdrawal amount.

Thanks and best regards.

Huy.

Dear huynb2022,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru

We’ve reopened this complaint at the request of huynb2022. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Dear Casinoguru representative,

My username on Roostake Casino is *****

My associated email at Roostake Casino is ******

My withdrawal request of 44.29 EUR has continued to be rejected without any reason at Roostake Casino since 08th February 2026.

When I contacted the live customer support of Roostake Casino, they kept repeating, "go ahead and escalate this straight to the payment department so they can have a look," but since then, I have not received any response at all.

Please help me.

Looking forward to hearing from you soon.

Thanks and best regards.

Huy.

Thanks for your message. I am sorry to hear about the recurring issue.

When was the last time you were in contact with the casino?

Please let me know.

Hello,

I last contacted the live customer support of Roostake on February 21st, 2026. I could contact them every day if I wanted to, but they keep repeating the same response — that the issue has been escalated to the relevant department for review. Customer support on this Roostake platform is completely ineffective, and they are deliberately preventing me from withdrawing my funds without providing any reason — exactly the same situation as the complaint I made a few months ago.

Please help me.

Thank you.

Dear Mr Tomas,

First of all, I'd like to express my thanks for your support thus far.

I've just received my 62.07 EUR withdrawal.

Please permit me to close this complaint.

Regards.

Huy.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear huynb2022,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas

We’ve reopened this complaint at the request of huynb2022. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Dear Casinoguru representative,

My username on Roostake Casino is ****

My associated email at Roostake Casino is [removed by Casino.Guru admin]

My withdrawal request of 30.35 EUR has been repeatedly rejected without any reason at Roostake Casino since 07th March 2026.

When I contacted the live customer support of Roostake Casino, they kept repeating, "go ahead and escalate this straight to the payment department so they can have a look". I also sent an email to "info@roostake.net" in order to ask them to thoroughly resolve this issue now and then on 11th March 2026. But since then, I have not received any response at all.

Please help me.

Looking forward to hearing from you soon.

Thanks and best regards.

Huy.

Thanks for your message. I am sorry to hear about the recurring issue.

Any updates regarding the incident you wish to share further?

Please let me know.

Hello,

I'm very pleased to thank you for your reply.

I couldn't contact Roostake's online support service for a few days.

Regards.

Huy.

Please reply to me soon.

Thank you for your help.

Hello huynb2022,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your notification.

I'm waiting for your good news, Mr. Tomas.

Dear huynb2022,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello huynb2022,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Roostake Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Thank you for your assistance, Ms.Lucia.

I'm waiting for good news from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear huynb2022,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Commission by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S