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I won €12,500 at the end of August. One day later, my account was deactivated, and I received an email stating that the winnings were being paid out to my bank. A few days later, €10,500 was transferred all at once—that was on August 28th. Since then, I've been waiting for the remaining €2,000. I've written to support several times, asking where my money is. I also received a response saying the money had been sent, along with bank statements that only showed €10,500. Support is no longer responding, and I now want my remaining €2,000.

Ich habe Ende August 12.500€ gewonnen. 1 Tag später wurde mein Konto deaktiviert und ich erhielt eine EMAIL das die Gewinne auf meine Bank ausgezahlt werden. Ein paar Tage später wurden auf einmal 10.500€ überwiesen das war am 28 August. Seitdem warte ich auf die restlichen 2000€. Ich habe mehrfach dem Support geschrieben wo mein Geld bleibt. Ich bekam auch eine Antwort das das geld gesendet wurde mit Kontoauszügen wo jedoch nur die 10500€ drin stehen. Der Support antwortet nichtmehr und ich möchet jetzt meine restlichen 2000€ haben.

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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?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Were you at any time informed about the amount to be paid out? Have you requested your detailed game history with active balance records? If there is any other supporting evidence, send it 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

Hello, I have no idea how long I was a player there, but definitely several months. My account was closed on August 26th, which I learned about via an email from the casino. I only played slots and used bonus money. And no, I didn't request a game history. No one informed me about the amount to be withdrawn either.

Hallo, keine Ahnung wie lange ich da Spieler war aufjedenfall mehrere Monate. Mein Konto wurde am 26 August geschlossen wovon ich über eine Email des Casinos erfahren habe. Ich habe nur Slots gespielt und Bonusgeld genutzt. Und nein ich habe keinen Spielverlauf angefordert. Über den Auszuzahlenden Betrag hat mich auch keiner in Kenntnis gesetzt

Thanks for your reply.

Were the winnings you achieved subject to any bonus max win limits to your knowledge?

Has the casino at any point expressed that they intended to send you 12500€ instead of 10500€?

Please let me know.

No, there was no maximum win and no, the actual amount to be paid out was never mentioned

Nein es gab keinen Maximalgewinn und nein es wurde nie die tatsächlich auszuzahlende Summe genannt

Thanks for your reply.

Is there any supporting evidence about the missing amount?

Could you please share your exchange with the casino discussing the amount that was already paid out to your bank account?

Have you requested the GDPR records from the casino support or similar documentation confirming your claims?

My email is tomas@casino.guru

The casino must have the receipts. I was paid €10,500 out of €12,500. They simply blocked my account and now want to cheat me out of €2,000. I find that absolutely unacceptable. Please contact the casino for clarification. Thank you very much.

Sincerely, Amon

Die Belege muss das Casino haben. 10.500€ wurden mir ausgezahlt von 12.500 Die Sperren einfach mein Konto und wollen mich jetzt um 2.000€ bescheissen das finde ich absolut unmöglich. Ziehen Sie bitte einfach das Casino zur Klärung hinzu. Vielen Dank

Mit freundlichen Grüßen Amon

I apologize, but we won't be able to confront the casino without sufficient evidence.

If you happen to recover evidence that the casino withheld any balance on your player's account, don't hesitate to contact us again, and we'll pursue the issue further.

Thank you for your understanding. Please do not hesitate to contact us if you run into issues with any online casino in the future.