Rooster Bet Casino - Player’s account has been closed.

I played using the initial deposit bonus on this site.

When I tried to withdraw my winnings, I was asked to verify my identity via a Skype call.

We communicated through email, and the site specified the days and times available for verification, but it was difficult to find a suitable time.

After a while, I stopped receiving communication from the site, and when I attempted to log in, my account was banned.

I inquired about proceeding with the Skype verification, but I was refused and told my account could not be reinstated.

I am not in violation of any terms and conditions, so I cannot accept this kind of treatment.

I request arbitration with the casino site.

Dear kisshi66,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify when exactly the casino requested a Skype call for verification with you for the first time?

How many times have you tried to find a suitable date and time for the video call?

When exactly did the casino close your account?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Best regards

Veronika

On July 28th, I received a Skype verification email from the site.

We communicated by email, but even when I suggested a convenient time, I didn't get a reply right away, so it took a while to complete the authentication.

I don't know when my account was banned because we communicated by email.

I played slots on the site.

Please forward me all the email communication between you and the casino at veronika.l@casino.guru.

Kindly send me a screenshot of the error you encounter when you try logging into your casino account.

Thank you very much for your cooperation.

Sent to the email address provided

Thank you for the chat transcripts. However, I would also need the emails from the casino requesting the video call, along with your replies. Please forward me this email thread as well. If I understood the translation of the chat transcripts correctly, it seems that the casino has not received a reply from you regarding the Skype call. Is that correct?

Dear kisshi66,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I sent additional emails

It was about three months ago, so I don't remember the details, but I contacted the casino site by email and provided a date and time, but I didn't get a reply right away. I received a reply after a while, but it was always the same standard text and I didn't get any response to my request.

Thank you very much, kisshi66, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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 in the near future.

Dear kisshi66,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Rooster Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Rooster Bet Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Casino Guru 

It is very unfortunate that kisshi66 had this experience on our casino site. As we did not get a definitive response regarding the time for the call or a skype ID despite repeated requests, it was deemed safest to take the action we did.

However, after checking with the relevant team it has been agreed that we can go ahead with the video verification. To this end, we have sent kisshi66 another invitation for the skype call. We would need kisshi66 to reply to this email (not chat) and give us a couple of days notice with a suitable time within the time period specified and also provide the skype ID and we will get in touch.

Hoping this will resolve the situation.

Best Regards

The Rooster Bet Team

Dear Rooster Bet Casino,

Thank you for the clarification on this matter.

Dear kisshi66,

Could you please respond to the casino's email at your earliest convenience? They are requesting your availability for a video verification and your Skype ID.

Thank you!