Roostino Casino - Verifikacija igračkog naloga je odložena.

Hi, my account verification has been going on for over three weeks and there are no updates on its status. I've already uploaded my ID, a selfie, and a face scan. I can only see that documents are supposedly required, but not which ones, and I can't upload any because nothing is displayed. I also can't request withdrawals because it says I need to verify my account. I contacted live chat but received no help whatsoever and unfortunately, I'm stuck. Could you please help me resolve this?

Hi, meine Account Verifizierung dauert schon über 3 Wochen und es gibt keine Updates zum Status. Ich habe bereits Ausweis, Selfie, Gesicht Scan hochgeladen. Ich kann nur sehen dass angeblich Dokumente benötigt werden aber nicht welche, und auch keine hochladen da nichts angezeigt wird. Auszahlungen kann ich auch nicht beantragen da angezeigt wird dass ich mich verifizieren muss. Ich habe den Live Chat kontaktiert aber ohne jegliche Hilfe zu erhalten und komme alleine leider nicht weiter. Können Sie mir bitte bei der Lösung helfen?

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.

• Was there previously a possibility in your account to submit an ID, selfie, and face scan? If so, when did you notice that your uploaded files had disappeared?
• Have you tried contacting customer support via email regarding these verification requests?
• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?

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

Hello Veronika. I was able to upload the documents in question without any problems before. For about two weeks now, nothing has been visible.

I only contacted the live chat.

I played with the welcome bonus and only played slots.

Hallo Veronika. Ich habe zuvor die besagten Dokumente ganz normal hochladen können. Seit 2 Wochen etwa ist nichts mehr sichtbar.

Ich habe nur den Live Chat kontaktiert.

Ich habe mit dem Willkommensbonus gespielt und nur Slots gespielt.

Hello BoehserOnkel,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

My Trust Wallet verification is repeatedly rejected. Trust Wallet doesn't have any personal information like name, address, or phone number. Despite this, it's still being requested. Unfortunately, I can't provide something that doesn't exist. I've uploaded a screenshot of my Trust Wallet address.

Mein Nachweis von Trust Wallet wird leider wiederholt abgelehnt. Trust Wallet hat keine persönlichen Daten wie Name, Adresse oder Telefonnummer. Trotzdem wird es weiterhin verlangt. Leider kann ich nicht bereitstellen was nicht existiert. Ich habe einen Screenshot von meiner Wallet Adresse in Trust Wallet hochgeladen

Hi, unfortunately nothing is happening yet. I find it very sad that Roostino is dragging out the waiting time so much.

Hi, leider passiert immer noch nichts. Ich finde es sehr traurig dass Roostino die Wartezeit extrem in den länge zieht.

My Trust Wallet verification was rejected again, and they're still demanding that my real name be on it. That's impossible. Trust Wallet doesn't have any personal information like name, address, or phone number. Despite this, they keep demanding it. Unfortunately, I can't provide something that doesn't exist. Could you please contact the casino and explain that this verification isn't valid?

Mein Trust Wallet nachweis wurde erneut abgelehnt und wieder gefordert dass mein echter Name drauf stehen muss. Das ist nicht möglich. Trust Wallet hat keine persönlichen Daten wie Name, Adresse oder Telefonnummer. Trotzdem wird es weiterhin verlangt. Leider kann ich nicht bereitstellen was nicht existiert. Können Sie bitte das Casino Kontaktieren und erklären dass dies nicht existiert.

My Trust Wallet verification was rejected again. Could you please explain the following to the casino:

Trust Wallet does not have any personal data such as name, address, or phone number. Therefore, it is not possible to upload the requested document. My screenshot clearly proves that I am the holder of the crypto address, and it is the same address from which I deposited and requested my withdrawal.

Mein Trust Wallet nachweis wurde erneut abgelehnt. Können Sie dem Casino bitte folgendes erklären:

Trust Wallet hat keine persönlichen Daten wie Name, Adresse oder Telefonnummer. Daher ist es auch nicht möglich das geforderte Dokument hochzuladen. Mein Screenshot beweist klar dass ich das Halter der Crypto Adresse bin und es handelt sich um die identische Adresse von welcher ich eingezahlt und meine Auszahlung beantragt habe.

Dear BoehserOnkel,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Hello Kristina,

Unfortunately, there has been no new information since my last message.

Hallo Kristina,

Leider gibt es keine neuen Informationen seit meiner letzten Nachricht

My verification is unfortunately still being rejected. The casino either doesn't understand or refuses to understand that Trust Wallet contains no personal data and consists only of a crypto address.

Mein Nachweis wird leider weiterhin abgelehnt. Das Casino versteht nicht oder möchte nicht verstehen dass Trust Wallet keine persönlichen Daten enthält und nur aus einer Crypto Adresse besteht.

Thank you very much for your reply, BoehserOnkel. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Nothing new. My verification is still pending and I'm not receiving any updates.

Nicht neues. Meine Verifizierung ist weiterhin ausstehend und ich erhalte keine Updates.

Dear BoehserOnkel,

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, Martina (martina.b@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,

Kristina

Dear BoehserOnkel,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Roostino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Unfortunately, my Trust Wallet verification was rejected again because there's no owner name on it. I've tried repeatedly to explain that Trust Wallet is a self-custody wallet and doesn't contain any personal data, but all my attempts are ignored.

Leider wurde mein Trust Wallet nachweis erneut abgelehnt weil kein Name als Inhaber drauf steht. Ich habe wirklich oft versucht zu erklären dass Trust Wallet ein Selbstverwahrungswallet ist und keine persönlichen Daten enthält aber alle meine Versuche werden ignoriert.

Dear Player,

Thank you for contacting us.

We apologise for any inconvenience caused by the length of the verification process.

We are currently checking with the relevant department to clarify exactly which documents are still required from you. We will get back to you with an update shortly.

Kind regards,

Roostino Casino Team

Dear BoehserOnkel,

We are sorry to hear about your experience.

Nevertheless, we kindly request to provide us the required document which is the crypto ownership in order to complete your account verification.

Thank you for your cooperation and patience.

Kind Regards,

Roostino Casino Team

Dear Roostino Casino,

Thank you for your prompt response.

Dear BoehserOnkel,

I would greatly appreciate it if you could inform me once you have submitted the document to the casino. Thank you very much in advance for your assistance.

Hello, the casino has ignored everything I wrote in this complaint and to support. I've repeatedly explained that Trust Wallet doesn't contain any personal data, but it's being ignored. I'm getting nowhere like this!

My Trust Wallet screenshot proves that the address belongs to me. It's the same address from which I've made deposits and withdrawals! If Roostino continues to refuse to accept this proof, the verification process will be impossible to complete. All other casinos have accepted this as proof because they know that Trust Wallet isn't registered to real names!

Hallo, das Casino hat alles was ich in dieser Beschwerde und dem Support geschrieben habe ignoriert. Ich habe bereits mehrfach geschildert dass Trust Wallet keine persönlichen Daten enthält aber es wird ignoriert. So komme ich nicht weiter!

Mein Trust Wallet Screenshot beweist dass die Adresse mir gehört. Es ist die gleiche Adresse von welcher ich Einzahlungen und Auszahlungen getätigt habe! Wenn Roostino sich weiter weigert diesen Nachweis zu akzeptieren wird die Verifizierung unmöglich sein abzuschließen. Alle anderes Casinos haben das als Nachweis akzeptiert weil Sie wissen dass Trust Wallet nicht auf echte Namen registriert ist!

Dear Roostino Casino Team,

We would greatly appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete BoehserOnkel’s verification process, or if there is anything further you would recommend the player provide to successfully complete the verification.

Please let us know at your earliest convenience.

Thank you very much in advance for your cooperation.

The casino has rejected my document again and has now sent me an email demanding the same thing. I've explained so many times that no personal data exists in Trust Wallet, but they don't understand.

Das Casino hat mein Dokument erneut abgelehnt und mir jetzt eine Email gesendet und wieder das gleiche gefordert. Ich habe schon so oft erklärt dass keine persönlichen Daten existieren in Trust Wallet aber es wird nicht verstanden.

Dear BoehserOnkel,

thank you for the update!

Dear Roostino Casino, is there anything else the player can provide to finish the verification process?

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.

Dear BoehserOnkel,

We are pleased to confirm that your account has been successfully verified.

Furthermore, we would like to inform you that our team is looking into your withdrawal requests.

Thank you for your cooperation and patience.

Kind Regards,

Roostino Casino Team

Dear Roostino Casino, thank you very much for the update!

Dear BoehserOnkel

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello Martina.

I requested my withdrawals 5 days ago and nothing has been processed yet. I have €11,100 to withdraw and can only request a maximum of €500 per day and have a maximum of 3 pending withdrawals. Therefore, it would be helpful if the casino could provide me with an approximate timeline for processing the withdrawals.

Hallo Martina.

Ich habe vor 5 Tagen meine Auszahlungen beantragt und bisher wurde noch nichts bearbeitet. Ich habe 11100€ zum auszahlen und kann immer nur maximal 500€ pro Tag beantragen und maximal 3 ausstehende Auszahlungen haben. Daher wäre es nett wenn das Casino mir einen ungefähren Plan für die Bearbeitung der Auszahlungen mitteilen könnte.

Dear BoehserOnkel,

I understand that you would like to receive your funds as soon as possible.

However, I would kindly encourage you to wait a few more days. Due to recent bank holidays in many countries, there may have been some delays in processing the payments.

Thank you very much for your patience.

Hello Martina,

I don't understand what's still delaying the processing of my withdrawals? I've been waiting for 7 days now with a fully verified account.

Hallo Martina,

Ich verstehe nicht was jetzt noch die Bearbeitung meiner Auszahlungen verzögert? Ich warte jetzt 7 Tage mit einem vollständig verifizierten Account.

Dear Roostino Casino,

can you please give us an update? Thank you very much in advance

My payout is still pending after 9 days despite a verified account.

9 Tage sind meine Auszahlung ausstehend jetzt trotz verifizierten Account

Dear BoehserOnkel,

We are pleased to confirm that the 2 of the latest withdrawal requests have been successfully completed today.

Furthermore, we would like to inform you that our team is looking into the remained one.

Thank you for your cooperation and patience.

Kind Regards,

Roostino Casino Team

Dear BoehserOnkel

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Roostino Casino Team,

Could you please ensure that the maximum withdrawal limit stated in your Terms and Conditions is being met?

Thank you very much in advance for your cooperation.

Dear all,

We would like to kindly draw your attention to the following articles from our Terms and Conditions:

6.11 All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

 In BoehserOnkel's case the following limits apply:

(LEVEL 1) 500 EUR per transaction, every 24 hours / 7,000 EUR per month.

6.15 Requests to withdraw funds are worked through by the financial department within 96 business hours after the request is made and/or 96 business hours after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company’s responsibility.

We trust this clarifies our position and we thank you for your understanding in this matter.

Kind Regards,

Roostino Casino Team

Dear Roostino Casino,

We are aware of these Terms and Conditions. However, our concern relates to the practical ability of the player to meet the maximum withdrawal limit, especially in situations where withdrawal requests take a significant amount of time to be processed.

From our perspective, lengthy processing times may directly affect how quickly a player is able to submit subsequent withdrawal requests, which could place the player at a disadvantage when attempting to withdraw their balance within the applicable limits.

Could you please clarify how this situation is handled in practice?

Thank you in advance for your cooperation.

Dear Casino Guru,

We are investigating this issue and will follow up with you as soon as it is resolved.

Kind regards,

Roostino Team

Dear Roostino Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

I have not received any new payments since May 14th.

Ich habe seit 14.05. keine neuen Auszahlungen erhalten

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.

Still no payouts

Weiterhin keine Auszahlungen

Dear BoehserOnkel,

We would like to kindly inform you that our team is working to complete your withdrawal requests as soon as possible.

We truly appreciate your cooperation and patience.

Kind Regards,

Roostino Casino Team

I haven't received a single payment in almost four weeks. That's absolutely outrageous.

Ich habe seit fast 4 Wochen keine einzige Auszahlung erhalten. Das ist absolut unverschämt.

Dear Roostino Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

I waited four weeks for my three €500 withdrawals to be processed, and today Roostino only processed one withdrawal and cancelled the other two without reason!!!

This is absolutely outrageous!!! Am I supposed to wait another 4 weeks to receive the next €500??

4 Wochen lang warte auf ich auf die Bearbeitung meiner 3x 500€ Auszahlungen und heute bearbeitet Roostino nur eine Auszahlung und storniert die restlichen 2 Auszahlungen grundlos!!!

Eine absolute Frechheit ist das!!! Soll ich jetzt wieder 4 Wochen warten um die nächsten 500€ zu erhalten??

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.

Dear BoehserOnkel,

We would like to kindly confirm that the referred withdrawal requests have been successfully completed.

Moreover, our team is reviewing your latest ones and will be completed as soon as possible.

Kind Regards,

Roostino Casino Team

Dear Roostino Casino,

thank you very much for the update!

Dear BoehserOnkel,

can you please give us an update? Have you received your withdrawals?