RooCasino - Player's withdrawal has been delayed.

Hi deposited without claiming a bonus. Won a huge amount. Requested 4 withdrawals of $5000 each. Was asked to re submit id documents approved already. Then to upload with me holding the documents. Email stated all verified. Now the withdrawals have been put back in casino account and have been asked to have my documents notarized? Seems like this is another delay tactic. Is a justice of the peace able to sight my documents and very confusing as I have won before and been paid with no issues. I now have over $30,000 sitting in casino account and worried this won't take place. Any

Dear Suzanne,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but please understand, that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and proceeds the verification process differently. Unfortunately, on some occasions, players have to provide notarized documents, and there is not much more we could do about it.

Could you please indicate, which documents exactly have you provided so far? Have all of them been approved?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru

Thank you in advance for your reply.

Best regards,

Kristina

Hi yes proof of address utility bill. Drivers licence

front and back of card used to deposit. Was all approved, now want these documents notarized. It's the weekend. How and who is able to notarize these documents. A justice of peace? And do I just get them to sign and stamp? Very confused and frustrated

Thank you for your reply, Suzanne. So let's wait for a few more days so the casino has enough time to review your documents. I will keep this complaint opened, I will get back to you in a week. If there is no development, we will intervene. Please, keep us updated in the meantime.

Have now been asked to supply bank statements and my withdrawals returned to my casino account. Now have an accrued amount of over $100000 awaiting withdrawal🙄 Have sent my bank statement all notarized documents this is getting ridiculous please help

Thank you very much Suzanne for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Suzanne,

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

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

Hi Suzanne,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter