HomeComplaintsRooster Bet Casino - Player's withdrawal has been confiscated.

Rooster Bet Casino - Player's withdrawal has been confiscated.

Amount: €3,950

Rooster Bet Casino
Safety Index:Above average
Submitted: 21 May 2024 | Resolved : 11 Jun 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 months ago

The player from Italy had an issue with Rooster Casino; they had denied his €3950 withdrawal, requesting additional documents. The casino claimed that the winnings originated from free spins and only credited €200 to his account. The player maintained that the winnings came from his recent deposits. The Complaints Team investigated the issue by requesting and reviewing the necessary documents and communication history. The casino eventually confirmed that the player's withdrawal was approved, and the funds were received by the player, resolving the complaint.

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5 months ago
Translation

Good day, I am having an issue with the Rooster bet website. They denied my withdrawal of 3950.0 euros because they require documents that the system rejected. They have then credited only 200.0 euros to my account, telling me that the winnings came from a bonus of free spins.

I'm certain that the winnings came from the most recent deposits I have made.

Can you help me resolve this issue?

Kind regards.

Automatic translation:
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5 months ago

Dear magnofabio1978,

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 make sure I understand your situation completely.

Could you please advise if the documents you mentioned have already been approved by the casino, or are they still getting rejected? Could you please advise which documents you have provided and when exactly you sent the last one?

Could you kindly send me the screenshot or the link to the free spin bonus you took? Have your winnings been capped after you finished wagering the bonus? How much did you win from bonus play?

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

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5 months ago
Translation

I sent the license

you, your driving license with the selfie, your identity card, payment statement. Bill in my name showing your residence. In the end they only accepted the identity card and the bill. I sent the last documents on Friday 17/ 05/2024. but the 3950.0 euros have disappeared anyway. Attached you will find the screenshot of the winnings. Thank you

Automatic translation:
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5 months ago

Thank you for your reply. Have you received any explanation as to why your documents were rejected? Have you received any suggestions about what was missing from them? Have you submitted them in the correct format with all the necessary information visible?

Also, could you kindly send me the screenshot or the link to the free spin bonus you took? Have your winnings been capped after you finished wagering the bonus? How much did you win from bonus play?

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5 months ago
Translation

As far as the documents are concerned, I will certainly have made some mistakes and they reported them to me. But in any case my win was annulled. The chronology of the game does not allow me to reconstruct the moment in which I won.

Automatic translation:
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5 months ago

I understand, but you still haven't sent me the exact link to the bonus you activated and accumulated your winnings from. I need to check the rules of the bonus because free spins bonuses often come with a maximum win limitation, and this could be the reason why your winnings were capped.

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5 months ago
Translation

I am sure that these are not promotions/bonuses, in any case I can only give you this URL: https://www.rooster1.bet/profile/wallet/transactions

Automatic translation:
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5 months ago

Please send me the screenshot of your bonus history in your casino profile. Also, send me all the communication between you and the casino customer support that could be relevant to our investigation. My email address is veronika.l@casino.guru. Thank you.

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5 months ago

Thank you for the email with the communication with customer support. Could you please send me the screenshot of your bonus history as well?

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5 months ago
Translation

History is missing from my account

Automatic translation:
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5 months ago

I received the screenshot of your gaming history. To view the history, you need to set the dates. You chose May 16-17, when there were no transactions in your gaming account. When exactly did you activate the free spin bonus? Please set the date starting from the day you took the free spins and send it to me again.

Edited by a Casino Guru admin
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5 months ago
Translation

The date is exact, the chronology is not present

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5 months ago

Thank you very much, magnofabio1978, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

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4 months ago

Hello, magnofabio1978!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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4 months ago
Translation

Good morning, I believe I have provided all the documentation possible, which shows the latest deposits that generated the winnings

Automatic translation:
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4 months ago

Hello magnofabio1978,


We apologise for any delay you experienced in receiving your funds. After reviewing your account, we can confirm that your withdrawal has been approved and your funds are on their way to you.


Happy gaming, and we hope to see you back soon!


Best regards,


The Rooster.Bet Team

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4 months ago

Thank you, The Rooster.Bet Team!


magnofabio1978, please, let me know when you will receive your funds!

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4 months ago
Translation

Good morning, yesterday I received the disputed sums, thank you very much for your support!!!!

Automatic translation:
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4 months ago

Dear magnofabio1978,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team


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