The player from Germany had reported a delay in her withdrawal process at Rooster Bet for the second time. Despite her account verification having been completed and no documents missing, the withdrawal hadn't been approved even after 2 days. We had advised her to wait for at least 14 days after requesting the withdrawal before submitting a complaint. The player later confirmed that she had received the payout, and we had marked the complaint as resolved.
Rooster Bet Casino - Player experiences delayed withdrawal process.
Amount: €250
Rooster Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
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4 months ago
Translation
Hello, this is the second time I have tried to withdraw here... And like the first time, in my opinion, it is taking way too long.
Most casinos (predominantly Dama) where I play manage to payout within 1-3 hours.
Rooster.Bet still hasn't approved my withdrawal request after 2 days.
I could really do with the money before Christmas. I was actually counting on it yesterday.. 😭
I'm verified and according to support, no document is missing.
Does it always take them this long?
Automatic translation:
Public
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4 months ago
Dear QueenLea,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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4 months ago
Translation
Well, I guess I was just too impatient. They paid out 🙂
Automatic translation:
Public
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4 months ago
Dear QueenLea,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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