Roostake Casino - Акаунтът на играча е затворен.

My account was blocked with approximately $290 USD. Before the block, RooStake announced that they would disable deposits in Bolivia/Ecuador but that withdrawals would still be available. However, they blocked access, and my withdrawals were either rejected or limited to very small amounts. Support was unresponsive. I've attached six screenshots (balance, region block, official notice, emails, and crypto deposit) and a PDF with the details. I request full payment of my balance to the same crypto method and closure of the account.

Mi cuenta fue bloqueada con 290 USD aprox. Antes del bloqueo, RooStake avisó que deshabilitarían depósitos en Bolivia/Ecuador pero que los retiros seguirían disponibles. Aun así, bloquearon el acceso y mis retiros eran rechazados o limitados a montos muy pequeños. Soporte no respondió. Adjunto 6 capturas (saldo, bloqueo por región, aviso oficial, correos y depósito cripto) + PDF con el detalle. Solicito el pago íntegro de mi saldo al mismo método (cripto) y cierre de la cuenta.

Dear player,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did the casino ever tell you that your withdrawals would be processed manually despite the regional restrictions?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Best regards,

Dominika

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi Dominika, thanks for following up. I'll share the requested information and update the evidence.

QUICK ANSWERS

1) Previous withdrawals: yes, but the system only allowed me small amounts (≈ 15–19 USD) and several withdrawals were rejected or left in "Approval Pending".

2) KYC: completed and approved.

3) Bonuses: I did not use any bonuses (only my own deposits).

4) Alternative/Manual Withdrawal: The casino never offered me an alternative method or responded to my messages.

KEY FACTS

- RooStake announced that they would disable deposits to Bolivia/Ecuador, but that withdrawals would still be available. However, they later blocked access and didn't process my withdrawals.

- My account was left with approximately 290 USD.

- Before the block, I tried to withdraw several times; they only accepted small amounts and were frequently rejected.

NEW EVIDENCE ATTACHED

A) Payment history – 1:

• 2025-07-05 → 14.72 USD (Success)

• 2025-07-05 → 14.79 USD (Approval Declined)

• 2025-07-07 → 15.03 USD (Success)

• 2025-07-08 → 15.02 USD (Approval Pending)

B) Payment history – 2:

• 2025-07-17 → 17.96 USD (Success)

• 2025-07-18 → 17.51 USD (Approval Declined)

• 2025-07-21 → 19.54 USD (Success)

• 2025-07-24 → 18.29 USD (Approval Pending)

C) "Approval Declined" email (June 22) – I ask why my withdrawals are being rejected.

D) "Account blocked by region" email (Aug 13) – I request manual withdrawal to my crypto method.

E) I also sent emails asking for help to access and withdraw (no response).

REQUEST

I request your assistance in helping RooStake process the full payment of my outstanding balance (≈290 USD) to the same withdrawal method (crypto) and close my account. I am available to provide any additional documentation required.

Hola Dominika, gracias por su seguimiento. Comparto la información solicitada y actualizo la evidencia.

RESPUESTAS RÁPIDAS

1) Retiros previos: sí, pero el sistema solo me permitía montos pequeños (≈ 15–19 USD) y varios retiros eran rechazados o quedaban en "Approval Pending".

2) KYC: completado y aprobado.

3) Bonos: no utilicé ningún bono (solo depósitos propios).

4) Alternativa/retiro manual: el casino nunca me ofreció un método alternativo ni respondió mis mensajes.

HECHOS CLAVE

- RooStake avisó que deshabilitaría depósitos para Bolivia/Ecuador, pero que los retiros seguirían disponibles. Aun así, luego bloquearon el acceso y no procesaron mis retiros.

- Mi cuenta quedó con aproximadamente 290 USD.

- Antes del bloqueo, intenté retirar varias veces; solo aceptaban montos pequeños y con frecuencia los rechazaban.

NUEVAS PRUEBAS ADJUNTAS

A) Historial de pagos – 1:

  • 2025-07-05 → 14.72 USD (Success)

  • 2025-07-05 → 14.79 USD (Approval Declined)

  • 2025-07-07 → 15.03 USD (Success)

  • 2025-07-08 → 15.02 USD (Approval Pending)

B) Historial de pagos – 2:

  • 2025-07-17 → 17.96 USD (Success)

  • 2025-07-18 → 17.51 USD (Approval Declined)

  • 2025-07-21 → 19.54 USD (Success)

  • 2025-07-24 → 18.29 USD (Approval Pending)

C) Correo "Approval Declined" (22-jun) – consulto por qué rechazan mis retiros.

D) Correo "Cuenta bloqueada por región" (13-ago) – solicito retiro manual a mi método cripto.

E) También envié correos pidiendo ayuda para acceder y retirar (sin respuesta).

PETICIÓN

Solicito su ayuda para que RooStake procese el pago íntegro de mi saldo pendiente (≈ 290 USD) al mismo método de retiro (cripto) y cierre mi cuenta. Estoy disponible para aportar cualquier documento adicional que requieran.

Dear player, do you think it’s possible that your account may have been blocked for a reason other than the regional deposit restrictions?

Could you please tell me which games you were playing before your account was restricted?

Did you complete any wagering requirements fully, if there were any?

Have you received any recent responses or updates from the casino regarding your withdrawal or account status?

If you’ve had any new communication with the casino, please feel free to share it here or send it to my email: [email protected].

Hi Dominika, thanks for your message. I'll answer point by point:

1) Blocking for any reason other than regional restriction?

No. I have a single account, KYC approved, no bots or banned systems, no chargebacks, and no bonuses. The problem started when RooStake blocked access by country. I didn't play with a VPN; I just tried to log in after the block to take a screenshot of my balance as evidence.

2) What kind of games did you play before the restriction?

Mainly slots. For example, Aviamasters (BGaming). Live casino, roulette. Nothing out of the ordinary.

3) Did I meet wagering requirements?

It didn't apply because I didn't use any bonuses. I only played with my own deposits.

4) Recent casino response/update?

No. I still haven't received a response from support and my account remains locked.

Application:

I ask for your help to have RooStake process the full payment of my outstanding balance (~290 USD) to my withdrawal method (crypto) and close my account.

Hola Dominika, gracias por su mensaje. Respondo punto por punto:

1) ¿Bloqueo por otro motivo distinto a la restricción regional?

No. Tengo una sola cuenta, KYC aprobado, sin uso de bots ni sistemas prohibidos, sin contracargos y sin bonos. El problema empezó cuando RooStake bloqueó el acceso por país. No jugué con VPN; solo intenté ingresar después del bloqueo para tomar una captura del saldo como evidencia.

2) ¿Qué tipo de juegos jugaba antes de la restricción?

Principalmente tragamonedas/slots. Por ejemplo, Aviamasters (BGaming). casino en vivo, roulette. Nada fuera de lo habitual.

3) ¿Cumplí requisitos de apuesta (wagering)?

No aplicaba porque no utilicé ningún bono. Jugué únicamente con depósitos propios.

4) ¿Respuesta/actualización reciente del casino?

No. Sigo sin respuesta de soporte y mi cuenta continúa bloqueada.

Solicitud:

Les pido su ayuda para que RooStake procese el pago íntegro de mi saldo pendiente (~290 USD) a mi método de retiro (cripto) y cierre mi cuenta.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Enrique12 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Roostake Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Hello Peter,

I'm still waiting for the casino's response. I confirm that the problem persists (pending balance ~290 USD, KYC approved, no bonuses). I'll be happy to hear from you. Thank you.

Hola Peter,

sigo a la espera de la respuesta del casino. Confirmo que el problema persiste (saldo pendiente ~290 USD, KYC aprobado, sin bonos). Quedo atento. Gracias.

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.

Hello, Peter.

The additional 7-day period has already expired, and RooStake hasn't responded. I don't want the complaint to be closed as "unresolved."

Details: outstanding balance 290 USD, KYC approved, no bonuses, deposits/withdrawals via crypto (history and emails already uploaded).

Solicitous:

1. Keep the case open and extend the response time.

2. Escalate the case to the operator's compliance contact and request their intervention.

3. Record the operator's lack of cooperation if silence persists.

At the same time, I'm filing a complaint with the regulator. I'll be on the lookout. Thank you.

Hola, Peter.

El plazo adicional de 7 días ya venció y RooStake no respondió. No deseo que la queja se cierre como "no resuelta".

Datos: saldo pendiente 290 USD, KYC aprobado, sin bonos, depósitos/retiros por cripto (historial y correos ya cargados).

Solicito:

1. Mantener el caso abierto y ampliar el plazo de respuesta.

2. Escalar el caso al contacto de cumplimiento (compliance) del operador y requerir su intervención.

3. Dejar constancia de la falta de cooperación del operador si persiste el silencio.

En paralelo, estoy elevando la queja ante el regulador. Quedo atento. Gracias.

Thank you for the update Enrique12, I will try to contact the casino through different channels and will keep you updated about any new developments. Thank you for your patience during this time!

Dear Enrique12, I managed to get in contact with the casino representative. They need some more time to gather information regarding your case, so I will give them some additional time to respond. I will keep you updated about any new developments. Thank you for your patience during this time!

Hello, Peter.

Update: RooStake did not respond within 7 days.

Key facts: balance ≈ 290 USD, KYC approved, no bonuses, withdrawal history with rejections or minimum amounts despite the operator itself announcing that withdrawals would still be enabled for my region.

Solicitous:

1. Keep the case open and escalate it to an operator compliance contact.

2. Single, full payment of my balance using the same crypto method already used.

3. Record in the file the lack of response from the operator.

I have the evidence (emails from June 22, notice from August 13, logs with IDs/timestamps). I can re-attach them if necessary. Thanks.

Hola, Peter.

Actualizo el caso: RooStake no respondió dentro del plazo de 7 días.

Datos clave: saldo ≈ 290 USD, KYC aprobado, sin bonos, historial de retiros con rechazos o montos mínimos pese a que el propio operador anunció que retiros seguirían habilitados para mi región.

Solicito:

1. Mantener el caso abierto y escalar con un contacto de compliance del operador.

2. Pago único e íntegro de mi saldo por el mismo método cripto ya utilizado.

3. Registro en el expediente de la falta de respuesta del operador.

Tengo la evidencia (emails del 22-jun, aviso de 13-ago, logs con IDs/timestamps). Puedo re-adjuntarla si es necesario. Gracias.

Hi,

We have contacted Casino Guru and provided them with all the necessary information regarding you and your group, who have been creating duplicate accounts and using Visa & Mastercard deposits, followed by immediate crypto withdrawals after playing only a few rounds.

This behavior is strictly against our terms and conditions — and, I believe, against the policies of most online casinos globally.

Additionally, we’ve identified that your group initially operated through Ecuador and later through Bolivia. On several occasions, you (or your group members) contacted our live chat support simultaneously, asking about other users with similar or identical email addresses — which clearly showed a connection between the accounts.

Furthermore, your session logs are directly linked to multiple other accounts involved in the same activities, confirming that all of them belong to the same organized group.

You can also see in the attached screenshot your deposit and withdrawal pattern, which is explicitly prohibited.

As we’ve already mentioned publicly, we sent official emails to all users from Bolivia and Ecuador informing them that we would be ceasing operations in those regions.

Thank you for your understanding.

Kind regards,

Hello

The casino's account is fake. My account was verified (KYC approved), I didn't use bonuses, and I didn't engage in any prohibited activity. Furthermore, my gaming history shows normal usage: I played several games many times, with no suspicious patterns.

I request that the casino provide specific evidence of any violations (exact T&C clause, dates, transactions, and records) and publicly review my history to confirm this. If no such evidence exists, they must release my full balance immediately. I ask Casino Guru to keep the complaint open until the operator complies or provides verifiable evidence.

Hola

La versión del casino es falsa. Mi cuenta estaba verificada (KYC aprobado), no usé bonos y no realicé actividad prohibida. Además, mi historial de juego demuestra un uso normal: jugué en varios juegos y muchas veces, sin patrones sospechosos.

Solicito que el casino muestre pruebas específicas de cualquier infracción (cláusula exacta de T&Cs, fechas, operaciones y registros) y que revise públicamente mi historial para confirmarlo. Si no existe tal evidencia, deben liberar mi saldo completo de inmediato. Pido a Casino Guru mantener la queja abierta hasta que el operador cumpla o presente pruebas verificables.

Dear All,

I've attached a screenshot prior to the ban, showing my total winnings of $4,576.95 and withdrawable winnings of $358.75, along with successful, rejected, and pending withdrawals with dates and IDs (see image). My game history shows I played several games many times, with no bonuses or prohibited activity.

I request in 7 days:

1. Exact clause they say I violated.

2. Verifiable evidence (dates, IDs, logs).

3. Review of my complete history.

In the absence of such evidence, I require the immediate release of my full balance.

Estimados,

Adjunto captura previa al bloqueo donde constan Total Winnings 4,576.95 USD y Retriable 358.75 USD, además de retiros exitosos, rechazados y pendientes con fechas e IDs (ver imagen). Mi historial de juego muestra que jugué varios juegos y muchas veces, sin bonos ni actividad prohibida.

Solicito en 7 días:

1. Cláusula exacta que dicen que infringí.

2. Evidencia verificable (fechas, IDs, logs).

3. Revisión de mi historial completo.

De no existir tal evidencia, requiero la liberación inmediata de mi saldo completo.

Dear Enrique12, I am in contact with the casino representative which provided me with extensive evidence to support their claim. I will review it further keep you updated about any new developments. Thank you for your patience during this time!

Hello Peter,

VPN Clarification (Actual Timeline):

After the site showed me "Site is not available in your region — Please use VPN for access" (attached), I tried connecting to a VPN (Brazil/Chile) a couple of times after the block just to try to access my account and check if I could view/request a withdrawal. Each time, it said "account blocked," and I couldn’t access it.

I've never played or deposited using a VPN. All my play, deposits, and withdrawals occurred before the ban and from my local IP.

Please treat any VPN traces as post-blocking and not as evidence of multiple accounts. If the operator claims otherwise, please provide timestamps and my logs (IP addresses, device fingerprints, user agents, sessions).

I reiterate: one account, KYC approved, no bonuses. If there's no proven violation, I request payment of my ~USD 290.

Hola Peter,

Aclaración sobre VPN (cronología real):

Después de que el sitio me mostró "Site is not available in your region — Please use VPN for access" (adjunto), probé un par de veces conectarme con VPN (Brasil/Chile) después del bloqueo solo para intentar entrar a mi cuenta y verificar si podía ver/solicitar retiro. En todas aparecía "account blocked" y no pude acceder.

Nunca jugué ni deposité con VPN. Todo mi juego, depósitos y retiros ocurrieron antes del bloqueo y desde mi IP local.

Por favor traten cualquier rastro de VPN como posterior al bloqueo y no como evidencia de multi-cuenta. Si el operador alega lo contrario, que aporte timestamps y mis logs (IPs, huella de dispositivo, user-agent, sesiones).

Reitero: una sola cuenta, KYC aprobado, sin bonos. Si no hay infracción probada, solicito el pago de mis ~USD 290.

Dear Enrique12, we have reached an agreement with the casino representative, and you will be able to withdraw your USD 290 into the payment method used for depositing. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you, Peter. I accept the agreement.

Status: Roostake told me they would contact me, but they haven't yet. My account is still locked/geo-restricted.

Please ask the operator to process the payment of USD 290 to the original deposit method or enable me access for withdrawal only and share the receipt/TXID.

I've attached screenshots of the geoblocking and the chat. I would appreciate it if you could keep the complaint open until I confirm receipt of the funds.

Gracias, Peter. Acepto el acuerdo.

Estado: Roostake me dijo que se comunicarían conmigo, pero aún no me contactaron. Mi cuenta sigue bloqueada/georrestringida.

Les pido por favor solicitar al operador que procese el pago de USD 290 al método de depósito original o me habilite acceso solo para retiro y comparta comprobante/TXID.

Adjunto las capturas del geobloqueo y del chat. Agradezco mantener la queja abierta hasta confirmar fondos recibidos.

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, Peter.

Today I contacted RooStake support again (screenshot attached).

They told me they have no updates on my case and that they will "follow up" and let me know when there are any developments.

In other words, even though you informed me that the casino accepted the $290 USD payment agreement, RooStake still hasn't processed the withdrawal or given a specific date.

Please do not close the complaint and let it be known that, even after contacting the casino's support directly, the response remains that there is no progress and that the payment agreement is not being honored.

Hola, Peter.

Hoy me comuniqué nuevamente con el soporte de RooStake (adjunto captura).

Me dijeron que no tienen ninguna actualización sobre mi caso y que "harán seguimiento" y me avisarán cuando haya novedades.

Es decir, a pesar de que ustedes me informaron que el casino aceptó el acuerdo de pago de 290 USD, RooStake sigue sin procesar el retiro ni dar una fecha concreta.

Por favor, les pido no cerrar la queja y dejar constancia de que, incluso contactando directamente al soporte del casino, la respuesta sigue siendo que no hay avances y que el acuerdo de pago no se está cumpliendo.

Thank you for the update Enrique12. Hopefully, they get back to us within the next 7 days and the matter is sorted without further steps. If anything changes, just let me know!

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 Peter,

I am updating the case with important new evidence.

Today I contacted RooStake's support chat again (screenshot attached). The agent "Rachel" informed me of the following (summary):

That, after reviewing my account, it was supposedly created with "incorrect information" and that there would be "multiple policy violations".

Therefore, my account has been permanently blocked and the funds have been frozen.

They can't help me with any withdrawals.

This directly contradicts the agreement you communicated to me a few weeks ago, where it was indicated that the casino would allow me to withdraw my USD 290 to the same method used to deposit.

I repeat:

My account passed KYC with my real ID.

I didn't use any vouchers.

I don't have more than one account, I don't use bots, and I don't engage in prohibited activity.

All my gaming and deposits/withdrawals were done before the regional lockdown.

The casino has not presented any concrete evidence to support these alleged "incorrect information" or "multiple policy violations." They have not indicated:

1. What specific fact do they say is incorrect?

2. Which exact clauses of the Terms and Conditions do you claim I violated?

3. Dates, operations or logs that supposedly prove it.

I respectfully request:

1. That the complaint not be closed and remain open until the operator complies with the payment agreement.

2. That the casino be asked to explain, in detail and in writing, what "incorrect information" and what "policy violations" they allege, including clauses, dates and verifiable evidence.

3. That they be reminded of the prior agreement to pay USD 290 and the obligation to comply with it, unless they can demonstrate with clear evidence a serious violation (which, so far, they have not done).

I remain fully available to provide any additional documentation you may need. Thank you very much for your help and for keeping the case active until it is resolved satisfactorily.

Hola Peter,

Actualizo el caso con una nueva evidencia importante.

Hoy me volví a contactar con el chat de soporte de RooStake (adjunto captura). La agente "Rachel" me informó lo siguiente (resumen):

Que, tras revisar mi cuenta, supuestamente fue creada con "información incorrecta" y que habría "multiple policy violations".

Que, por ese motivo, mi cuenta ha sido bloqueada de forma definitiva y los fondos han sido congelados.

Que no pueden ayudarme con ningún retiro.

Esto contradice directamente el acuerdo que usted me comunicó hace unas semanas, donde se indicó que el casino permitiría retirar mis USD 290 al mismo método utilizado para depositar.

Reitero:

Mi cuenta pasó KYC con mi documento real.

No utilicé bonos.

No tengo más de una cuenta, ni uso de bots, ni actividad prohibida.

Todo mi juego y mis depósitos/retiros se hicieron antes del bloqueo regional.

El casino no ha presentado ninguna prueba concreta que sustente esas supuestas "información incorrecta" o "múltiples violaciones de políticas". No han indicado:

1. Qué dato específico dicen que es incorrecto.

2. Qué cláusulas exactas de los Términos y Condiciones afirman que violé.

3. Fechas, operaciones o logs que supuestamente lo prueben.

Solicito respetuosamente:

1. Que la queja no se cierre y se mantenga abierta mientras el operador no cumpla el acuerdo de pago.

2. Que se pida al casino que explique, con detalle y por escrito, qué "información incorrecta" y qué "policy violations" alegan, incluyendo cláusulas, fechas y evidencia verificable.

3. Que se les recuerde el acuerdo previo de pago de 290 USD y la obligación de cumplirlo, salvo que puedan demostrar con pruebas claras una infracción grave (lo cual, hasta ahora, no han hecho).

Sigo plenamente disponible para aportar cualquier documentación adicional que necesiten. Muchas gracias por su ayuda y por mantener el caso activo hasta que se resuelva correctamente.

Hi there,

Your account has been unblocked. Please proceed with your withdrawal, and once that is completed, we will close your account due to a violation of our terms. However, we are allowing you to make the withdrawal without any restrictions.

Thank you.

Thank you very much for the update Roostake Casino representative.

Dear Enrique12, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi Peter,

I want to confirm that my account has been unlocked and I was able to withdraw the $290 without any problems.

Thank you so much for your help and for keeping the complaint open until the payment was completed. As far as I'm concerned, the case can be considered resolved and you can close the complaint.

Hola Peter,

Quiero confirmar que mi cuenta ya ha sido desbloqueada y he podido retirar los 290 USD sin problemas.

Muchas gracias por su ayuda y por mantener la queja abierta hasta que el pago se completó. Para mí el caso puede considerarse resuelto y pueden cerrar la queja.

Dear Enrique12,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter