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I registered at Rooster.bet on 24 November 2025 and deposited €200. While playing Pragmatic Play slots (The Dog House, 5 Lions, Gates of Olympus), I triggered bonus features in all three games.

Shortly after triggering these features, my account was permanently closed by the operator without explanation.

Before the closure, I had won €3,900, which was successfully paid out — indicating that my account passed verification.

However, the unfinished bonus features remain unplayed and unresolved. I contacted Rooster.bet several times, asking them to:

Reopen my account temporarily so I can finish the features, OR

Complete the features on their side and pay the result.

I also filed an official complaint with the Curaçao Gaming Control Board (license OGL/2023/174/0082) on 10 December 2025, and sent a follow-up on 22 December. So far, no resolution.

These bonus features are stored on Pragmatic Play’s servers and must be completed.

The operator has not provided any audit log or settlement.

I am requesting that CasinoGuru assist in resolving this issue so the pending bonus features can be processed fairly.

Thank you.

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 your complaint. I’m sorry to hear about your negative experience with Rooster Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Do I understand correctly that you requested payout of winnings in the amount of 4000€, but this payout was blocked by the casino, and the money was withheld?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the blocking of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas,

Thank you for your quick reply and willingness to help. Here are my answers with full details:

1. How long was I a player and when was my account blocked?

I registered on 24 November 2025. My account was blocked the next day, 25 November 2025, shortly after I had triggered bonus features in several Pragmatic Play games and submitted a withdrawal request.

2. Was my €4000 payout blocked?

No. I requested a payout of €3900, and this was successfully paid out.

The complaint is not about the withdrawal — it is about unfinished bonus features that were still active in my balance when the account was closed.

3. How did I learn my account was blocked?

I tried to log in the next day (25 November) and received a message that my account had been closed.

Support later confirmed that my account was permanently closed by "administration decision." I had already submitted the €3900 withdrawal before this.

4. Was the balance achieved with a bonus?

Yes. I used a €200 welcome deposit bonus, and I completed the full wagering requirement before withdrawing. The winnings were earned after meeting all bonus conditions.

5. Communication with the casino

I have a screenshot from live chat where I asked why my account was closed.

The support agent confirmed the closure but didn’t provide a reason.

I have also sent multiple emails asking about the unfinished Pragmatic Play bonus features (The Dog House, 5 Lions, Gates of Olympus), but the casino has never responded to that question.

I will now send the relevant screenshot to your email at tomas@casino.guru

.

Please let me know if anything else is needed.

Best regards,

Aleksi

Hello aleksimikael,

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

Thanks for your patience.

Do I understand that you initiated the bonus features in different slot games using bonus money from the deposit bonus you received?

Please let me know.

Hi Tomas,

Yes, I used the €200 deposit bonus when I registered.

However, I fully completed the wagering requirement before triggering those bonus features — they were played with my real balance after the bonus was cleared.

So the features in Gates of Olympus, The Dog House, and 5 Lions were not part of bonus play, and all winnings were eligible for withdrawal without restrictions.

Let me know if you need further confirmation.

Best regards,

Aleksi

Dear aleksimikael,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear aleksimikael,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Rooster Bet Casino to join this conversation and assist in addressing the complaint.

Dear Rooster Bet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Stefan,

Just to keep the record complete: Rooster.bet replied publicly to my Trustpilot review and asked me to contact vip@rooster.bet

.

I followed their instruction and sent an email with all account details and screenshots, but I have not received any response so far.

Best regards,

Aleksi

Dear Casino Guru,

Thank you for sharing the player’s complaint and for the opportunity to clarify the situation.

After reviewing the game history in detail, we can confirm the following:

• All relevant bonus features were initiated and completed on 24 November 2025.
• These features resulted in no additional winnings and therefore no outstanding balance.

As we see it, all pending bets were completed successfully; otherwise, the player would not have been able to proceed with the withdrawal.

We remain available to cooperate should you require any further information.

Kind regards,

The Rooster.bet Team

Dear aleksimikael,

Thank you for your response.

Could you please provide any screenshots or other forms of proof showing the build-up progress in the game? This will help us review the situation more effectively.

We look forward to your response.

Unfortunately, I do not have screenshots or video recordings of the bonus build-up progress.

The situation occurred as follows:

While playing The Dog House (Pragmatic Play), the bonus round had already started and 2–3 multiplier wilds had been placed on reels 2 and 3, with several free spins still remaining. Due to real-life obligations, I had to leave the session mid-bonus and did not finish the feature.

In addition, I had also triggered bonus features in Gates of Olympus and 5 Lions, which I did not start at all before exiting the session.

Shortly after, my account was closed, and I was never able to log back in to complete or even view these features.

I understand that screenshots would strengthen my case, but I believe the casino’s game logs should clearly show:

unfinished bonus rounds in The Dog House

unplayed bonus features in Gates of Olympus and 5 Lions

Only the casino has access to this data.

Thank you for continuing to investigate this matter.

Kind regards,

Aleksi

Dear Rooster Bet Casino,

Thank you for your response.

Would it be possible to provide us with the evidence that all relevant bonus features were initiated and completed on 24 November 2025? You can send it to my email address stefan.m@casino.guru.

I look forward to your response.

Dear Stefan

The requested supporting evidence has been sent to your email as requested.

Let us know if you require further clarifications.

Kind Regards

The Rooster.Bet Team

Dear Rooster Bet Casino,

I have responded to your email and will be awaiting your reply.

Please let us know here once you have responded.

Dear Stefan,

As requested, we have provided our response. We remain available should you require any further information.

Kind regards,

The Rooster.Bet Team