Rooster Bet Casino - Hráčský účet byl po výhře uzavřen.

Hello, I ve made a deposit of 100 euro and actiavted a welcome package from the site, wagered and won 3150 euro , respected the rules, verified my account , made a withdrawal , waited for 6 days and after that I received a mesage from them saying they closed my account. I asked the chat support what was wrong but they didnt tell me which I find odd.

Dear abdinagubahm11,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Rooster Bet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received any email from the casino with an explanation of your account closure? In the screenshot you provided us with, the live chat agent told you that you had been contacted via email.

Could you please specify which bonus you took? Was it a casino bonus or a sports bonus? You may send me the link or the screenshot here.

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,

So they told me in the email just to give them the details so they can send me back the deposited amount. I took the casino welcome bonus i think, it was something with 100% matching my deposit.

Hello??

Please answer the questions I asked you in my first response.

Could you please specify which bonus you took? Was it a casino bonus or a sports bonus? You may send me the link or the screenshot here.

Hello,

It was a casino bonus.

https://www.rooster.bet/casino-promotions

Hello

Thank you very much, abdinagubahm11, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello abdinagubahm11,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rooster Bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Rooster Bet Casino,

Can you please explain why the player's account has been closed and their winnings confiscated?

Kind regards,

Adam

Dear abdinagubahm11 and Adam,

We hope this message finds you well. After checking the account, I can see that our support agents have reached out to request the players details so that we can process the payout of the winnings, not deposit. We are eagerly awaiting the players response here to complete the withdrawal.

Your satisfaction is our priority, and we are committed to resolving this matter swiftly to ensure the player receives their winnings without any further delay.

We appreciate your prompt cooperation in this matter.

Best regards,

Thank you for your response, Rooster Bet Casino.

Dear abdinagubahm11,

Can you please confirm the above? Have you provided your payment details to the casino support?

Kind regards,

Adam

Hello,

As I stated before, the casino sent me an email saying they ll refund just my deposit ( as you can see in the screenshot ), not the winnings. Its very unprofessional from them, because if I didnt know about CasinoGuru, probably all my winnings would ve been lost....

I made the deposit with Mifinity E-Wallet and I WANT to receive the money same way I deposited, with my MIFINITY emails address : ahagi2823@gmail.com

Thank you again CasinoGuru and I ll post here when I ll have my money ( winnings 3150 euro )

Dear abdinagubahm11,

We sincerely apologise for the miscommunication and any inconvenience this has caused you. Rest assured, your money remains in your balance, and we are committed to facilitating its return to you promptly.

Unfortunately, a refund to Mifinity is not possible from our end, however we can process the refund to your bank account. To expedite the process, please provide us with your bank details.

Once we receive this information, we will ensure that your winnings of 3150 euros are transferred to your bank account as soon as possible.

Thank you for your understanding and cooperation.

Best regards,

Dear abdinagubahm11,

It is sometimes the case that it is not possible to process the withdrawal to the same payment method as used for deposit.

Are you able to provide the relevant bank details in order to receive your winnings?

Kind regards,

Adam

Dear abdinagubahm11,

Thank you for providing your bank details. We've forwarded them to the relevant team for processing.

We'll confirm with you as soon as everything has been completed, and the funds are on their way to your account.

Appreciate your patience.

Best regards,

The Rooster.Bet Team

Thank you for the update, Rooster Bet Casino.

Dear abdinagubahm11,

Please let us know when payment has been received and we will close this complaint as 'resolved'.

Kind regards,

Adam

Dear Adam and abdinagubahm11 -

The withdrawal has been completed from our side (image attached) - please confirm you have received the funds and we can close the case.

Thanks,

Roosters

Dear abdinagubahm11,

Have you received the payment?

Kind regards,

Adam

Hello, Received the money!

Thank you CasinoGuru!

Keep in mind the dirty trick Rooster.bet did and wihout your help I would ve got just my deposit without any explanation!

Thank you!

Hello abdinagubahm11,

I am glad to hear that the money was received. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, abdinagubahm11, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam