HomeComplaintsRooster Bet Casino - Player’s withdrawal is delayed multiple times.

Rooster Bet Casino - Player’s withdrawal is delayed multiple times.

Amount: €164

Rooster Bet Casino
Safety Index:Above average
Submitted: 03 Oct 2024 | Case closed : 29 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 weeks ago

The player from Germany had won 164 euros after depositing 50 euros but faced delays with the withdrawal process. Despite being verified, the player had not received the funds. We extended time for the player to respond with an update, however the player stopped responding. We closed the complaint as a result.

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1 month ago
Translation

I won on the night of 9/30/24-10/1/24. I played without bonuses and deposited 50.00 euros and requested a payout of 164 euros. Unfortunately, I keep getting put off when it comes to the payout. Sometimes it comes straight away, sometimes it takes 72 hours, sometimes nobody knows when it will be paid out. I am very disappointed. I have the email [removed by casino.guru admin]

Edited by a Casino Guru admin
Automatic translation:
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1 month ago

Dear Peter14,

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,

Tomas

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1 month ago
Translation

Yes, thank you very much, that's what we'll do.

Automatic translation:
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1 month ago

Hello Peter14,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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1 month ago

Dear Peter14,

Was your cashout processed yet? Please let me know.

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1 month ago

Dear Peter14,

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.

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3 weeks ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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