Roostake Casino - Player’s winnings haven’t been received yet.

They never respond, I've been waiting for more than 4 hours. Yesterday I withdrew and they didn't approve it. I waited 24 hours for it to be approved, but then they don't respond. This casino is a scam. I demand my money back.

Dear mariateamoyiyi,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear mariateamoyiyi, do you currently have any pending withdrawals in your casino account?

Hello, yes, I have withdrawals, look, I'll show you.

I demand that they remove that casino from their platform because I entered that casino through these means, they scammed me and I invited 3 friends and the same thing happened to them and all because I recommended them, it's a scam, I have been verified since the first time I created the account, they never respond, they have no budget for the chat or agent, I don't know why they have that casino on their platform when it's a scam,,,

Dear mariateamoyiyi, is it correct that your withdrawal is not pending, but has actually been declined?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Hello, I confirm that I passed the verification.

Only profit, I do not accept any bonuses, nor do I have any bonuses, even withdrawable ones, only they reject anything else, they are scammers, they never respond or provide support

they never respond

Dear mariateamoyiyi, did you request the withdrawal using the same payment method that you used for your deposit?

Have you ever made a successful withdrawal from this casino in the past?

Has the casino given you any explanation for why your withdrawal was declined?

Did you ask the casino to confirm that no further verification was required for this withdrawal?

I already withdrew through the same means and they reject me, they never answer, create an account yourself and confirm, talk to support, you will see that they never answer the live chat, always a bot, no messages to the email, nothing

And I don't know why that casino is still on its platform when it's fake.

I WILL FINISH THIS SINCE MY MONEY HAS BEEN DEPOSITED. THANK YOU.

Dear mariateamoyiyi,

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,

Dominika

Casino.Guru