Rooster Bet Casino - Spillerens konto er lukket uden grund.

Ladies and Gentlemen

I opened a new account at this casino today and deposited money. My first withdrawal was canceled, and when I sent my verification details, they were also rejected, and my account with a balance of €40 was blocked without any explanation.

Sehr geehrte Damen und Herren,

ich habe heute ein neues Konto bei diesem casino eröffnet und geld eingezahlt. Meine erste auszahlung wurde storniert und als ich meine daten zur verifizierung geschickt habe wurden diese auch abgelehnt und mein konto mit dem guthaben von 40€ wurde gesperrt ohne hinweis.

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.

Dear Timoni,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila G.

Hello Attila,

I only played regular live casino games and didn't use any bonuses/rewards.

Hallo Attila,

Ich habe nur normal Live casino spiele gespielt und keine boni/bonuse benutzt

Dear Timoni,

Thank you very much for your reply.

Could you please advise which documents have you submitted to the casino?

Has the casino indicated that there might be a problem with specific documents?

Does the casino allow registration from your country?

Thank you in advance for your response.

Hello Attila,

I sent my ID and bank statement to the casino, but the casino didn't give any warning and deactivated my account without any prior notice. Registration at the casino is possible in my country.

Hallo Attila,

Ich casino mein ausweis und Kontoauszug, ddas casino hat auf nix angedeutet sondern ohne vorwarnung mein acccount deaktiviert, Die registrierung im casino ist in meinem land möglich

Dear Timoni,

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, Barbora (barbora.p@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,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Rooster Bet Casino representative to join this conversation.

Dear Rooster Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Casino Guru,

We apologise for the inconvenience caused. The player has been contacted and requested to provide further verification details in order for the refund to be processed.

Kind regards,

The Rooster.Bet Team

Dear Rooster Bet Casino Team,

Thank you for your response.

We acknowledge that the player has been contacted. For transparency, could you please confirm which specific verification documents were requested and whether the player has already submitted them successfully?

Additionally, please clarify the current status of the account and the expected timeframe for processing the refund once verification is completed.

Thank you in advance for your cooperation.

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 Barbora,

Apologies for the late response. The player was requested to provide a selfie with their ID, which has been received and the refund has since been successfully processed.

Kind regards,

The Rooster.Bet Team

Dear Rooster Bet Casino Team,

Thank you for your update and clarification.

We appreciate your cooperation and confirmation that the player’s selfie verification was received and that the refund has been successfully processed.

Dear Timoni,

Could you please confirm that you have received the refund?

Thank you in advance for your confirmation.

Dear Timoni,

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,
Barbora
Casino.Guru