Roo Casino - Spillerens udbetaling er forsinket på grund af afvisning af dokumentation.

Hello.

I have been trying to withdraw my winnings being a total of $700.00.

I uploaded all relevant documents being bank statement, ID back and front and Utility bill, showing name and address. All of these documents were approved yesterday.

Now I wake up, for the bank statement to being rejected.

I've tried messaging via live chat, but it isn't live, I have to wait until someone contacts me, I have sent several emails with no correspondence.

I would like this matter addressed reasonably quick.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

• Have you received any explanation as to why your bank statement could not be approved during verification?
• Have you uploaded your most recent bank statement, ideally covering the last 3 months, and does it contain all the personal information necessary for verification? Have you uploaded it in the correct format?
• Are your other documents approved?
• When was the last time the casino communicated with you regarding the verification of your account?

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

I have had no correspondence from roo casino since yesterday when I registered and my ID and utility bill was approved, and so was my bank statement until overnight it was then marked as rejected. I have an excessive amount I want to withdraw and I feel I'm being scammed. It is considered fraudulent activity

Please note that verification can sometimes take a few working days to complete. Have you received any response from the casino in the meantime? If so, kindly forward the emails to me at veronika.f@casino.guru. Also, keep me updated on the status of your verification. I appreciate your cooperation and patience.

Dear ZaraW,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru