The player from Bolivia faced a delay in account verification on Roostake after submitting all required KYC documents, including a national ID, selfie, utility bill, and deposit voucher. While he could see a balance of 10.01 USDT, he was unable to access his funds due to the unverified status and had not received responses from customer support. The Complaints Team reviewed the player's case but noted that the casino had the right to restrict or close accounts if they suspected irregularities, and since the casino refunded the player's deposit, the complaint was rejected.
Roostake Casino - Player’s account verification is delayed.
Closed
Our verdict
Unjustified complaint
Amount: 10 USD₮
Roostake Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Account verification delay after KYC documents submitted – User ID ****
Description:
Hello,
I am submitting this complaint because I have not been able to verify my account on Roostake, despite following all the required procedures. I sent all the necessary KYC documents to their support email ([email protected]), including:
A photo of my national ID card
A selfie (photo of myself)
A utility bill (electricity)
The deposit voucher for my USDT transfer to my Roostake account
[hidden by Casino.Guru team]
I deposited 11 USDT from my personal wallet to my Roostake account. Currently, I can see that my account balance is 10.01 USDT, but I cannot use it because my account is still not verified.
The chatbot on their website confirmed it would transfer me to a human agent, but I never received any follow-up. I also sent a follow-up email to their support address, but I have not received any response.
I kindly request Casino Guru to contact the casino on my behalf or assist me in getting a proper response, so my account can be verified and I can access my funds.
Thank you very much for your help.
Best regards,
Luis ****
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6 months ago
Dear Drfarfan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Please allow me to ask you a few questions, so I can understand the whole situation completely:
- When did you create your account, and when were you requested to verify it?
- Could you please advise when exactly you sent the documents for verification?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please specify the exact requirements for the documents?
- Have you received any acknowledgment from their support team regarding the receipt of your documents?
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,
Natalia
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6 months ago
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Subject: KYC Verification Review Request – Account Created on May 26, 2025
Dear Guru Team:
I am writing to express my concern and request a prompt review of my identity verification (KYC) process, which has been repeatedly rejected without explanation.
I created my account on May 26, 2025, and was prompted to complete verification that same day. I immediately submitted the required documents through their website. However, my application was rejected four times without receiving any specific details or reasons for the rejection.
Initially, I sent the following documents as requested:
Selfie
Photo of the front and back of my identity card
After being rejected, I repeated the process several times, including different combinations of documents, such as using only the selfie with the front of the document. Despite following the instructions, my attempts were still rejected.
In addition to using the web form, I opened a support ticket directly on the Roostake website, but never received a response. I also sent at least four emails to support, attaching all the required documents (a selfie, two copies of my ID, an electricity bill as proof of address, and proof of my USDT transfer to the platform). I received no response through any of these channels.
As for the requirements, I understand that they must be sent:
Valid identity document
Clear and legible images (front and back)
Selfie of the owner
Unfortunately, I haven't received any acknowledgment or confirmation that my documents were reviewed by the support team. I even tried contacting the site's chatbot in hopes of reaching a human agent, but to no avail.
I appreciate your attention to this matter and strongly request a manual review of my case and a prompt response. I am willing to resend all necessary documents if requested.
I am attaching images showing the messages sent by email to Roostake and 2 tickets that I opened through the official website and an image of the rejection of my KYC verification.
Sincerely,
Luis M***
05/30/2025
Edited by a Casino Guru admin
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6 months ago
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Gurucasino Team
Subject: Formal complaint against Roostake for account deletion, unfounded accusations and discriminatory treatment
Dear Gurucasino members,
I am writing to you to file a formal complaint and request your intervention as an intermediary in the situation I experienced with Roostake, a platform I registered on with the intention of participating in their games.
After creating my account (ID: ****), I attempted to successfully verify it, but the process was rejected several times without clear justification. When I sought help through Roostake's live chat, I was directed to a live agent, with whom the situation became even more serious.
During that conversation, I was baselessly accused of having multiple accounts and being involved in money laundering, all expressed in a provocative, threatening, and discriminatory tone. I want to make it clear that I only have one account registered on the platform, and I strongly deny any illegal activity or activity contrary to the site's policies.
Shortly after that conversation, my account was deleted and I was completely blocked from the platform, without formal explanation or right of reply.
This kind of treatment is unacceptable and causes obvious psychological and moral damage. Furthermore, given the manner and context in which the events unfolded, I suspect a possible act of discrimination based on my nationality, as I am a citizen of a South American country.
I hereby request Gurucasino, as the intermediary entity, to take note of this situation and intervene so that Roostake can clarify and resolve this case fairly.
I formally request:
1. A detailed, written explanation of the reason for the deletion and blocking of my account.
2. That Roostake present concrete and verifiable evidence that supposedly justifies the serious accusations against me.
3. An evaluation of the treatment received by new users, to prevent situations of this nature from recurring.
4. To be informed whether my account can be reinstated if it is found that there is no valid reason for the sanction imposed.
Furthermore, I report that I have kept a copy of the conversation with the human agent, which I will present as proof of the treatment I received and the false accusations made against me. This conversation clearly reflects inappropriate and discriminatory behavior on the part of the support staff.
Finally, if I do not receive a satisfactory solution within a reasonable time, I reserve the right to take appropriate legal action for any damages caused, as well as for any unjustified discredit.
I hope Gurucasino can act as an objective mediator and contribute to a fair, clear, and responsible response to this extremely uncomfortable situation.
I am attaching images of the chat I had with Roostake.
Edited by a Casino Guru admin
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6 months ago
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I forgot to upload the following images 
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6 months ago
Dear Drfarfan, thank you for your response. Can you please specify a few more things for us:
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Have you ever used a VPN to access the casino website?
- Can you please confirm if the casino has already processed a refund of 10 USDT to you?
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6 months ago
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Thanks for responding
Is it possible that someone in your household or using the same IP address has also created an account at this casino?
A: No possibility, I only created one account.
Have you ever used a VPN to access a casino website?
A: I don't use VPN.
Can you confirm if the casino has already processed a 10 USDT refund?
A: Yes, the day I spoke with the casino chat, they verified me, I thought I could already use their platform, but after I withdrew money, they blocked my account.
I would like Roostake Casino to return my user account and verify my account, since I did not commit any violations that would lead to my account being deleted.
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6 months ago
Thank you very much for your reply, Drfarfan. Could you please forward all the relevant communication between you and the casino that you haven't shared yet to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.
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6 months ago
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Thanks for responding. I've already emailed you the screenshots. Is there any chance the casino will show you the alleged evidence it has against me? So far, they haven't shown me any evidence and have deleted my Roostake account without providing any justification. Will they return my Roostake account to me?
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6 months ago
Dear Drfarfan,
I understand your frustration regarding the closure of your account. However, if the casino fulfilled its liabilities and refunded your deposit, we can’t penalize the casino for closing your account afterwards. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Please check the terms and conditions of the casino:
6.3. We may close or suspend an Account if you are not or we reasonably believe that you are not complying with these Terms, or to ensure the integrity or fairness of the Service or if we have other reasonable grounds to do so. We may not always be able to give you prior notice. If we close or suspend your Account due to you not complying with these Terms, we may cancel and/or void any of your bets and withhold any money in your account (including the deposit).
6.4. We reserve the right to close or suspend any Account without prior notice and return all funds. Contractual obligations already matured will however be honoured.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Regards,
Natalia
