HomeComplaintsRooCasino - Player’s withdrawal has been delayed.

RooCasino - Player’s withdrawal has been delayed.

Amount: A$200

RooCasino
Safety Index:Low
Submitted: 04 Nov 2021 | Resolved : 09 Nov 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Australia has requested a withdrawal one month ago and was still awaiting payment. The complaint was successfully resolved.

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3 years ago

Waiting for well over 28 days for my withdrawal of $200. Keep getting a response such as "our 3rd party payment provider" is at fault.....or "it must be my bank" because they've supposedly paid me. After weeks of asking for proof and asking for them to prove it......I always get the same end result......they say they are waiting

for confirmation and then they'll send an email........Well I'm still waiting for confirmation that you have paid absolutely nothing to my account. Please pay me my $200 Roo Casino.

I have screen shots of ALL correspondence with their chat team, plus stalling emails.

I have added today's correspondence from the casino, just for an example.

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3 years ago

Dear Luke,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been processed but never reached you? Have you received the transaction tracking number from the casino? Could you please advise if you have received any successful payments from this casino in the past?

Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

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

Best regards,

Petronela

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3 years ago

Hi Petronela, firstly thanks for your response/input. I can say that I have received payouts from this casino on multiple occasions, and they keep saying that they are waiting for confirmation that it has been paid, and tell me to just wait for an email coming soon. They've been palming me off with that excuse for weeks now.


Regards

Luke

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3 years ago

Thank you very much, Luke, for providing all the necessary information. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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3 years ago

Hello Luke,


I have reviewed your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Roo Casino to the conversation to participate in the resolution of this complaint.


Waiting for approval
Waiting for approval
3 years ago
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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3 years ago

Hello Luke,


I'm glad to hear that your issue was resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.


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