Rooster Bet Casino - プレイヤーの出金が遅れています。

Dear Casino.Guru Team,

I hope this message finds you well. I am writing to you with great concern regarding an issue I am facing with Rooster.bet, and I seek your assistance in resolving this matter.

On March 3, 2024, at 16:25, I initiated my first withdrawal from Rooster.bet in the amount of 294.79 EUR. Following that, at 16:37 on the same day, I made a second withdrawal of 49.78 EUR. Both withdrawals consist of bonus winnings that were diligently wagered in accordance with the Bonus Terms & Conditions outlined by Rooster.bet. Moreover, my casino account has been fully verified, meeting all necessary requirements.

The primary issue I am currently facing is the reluctance of Rooster.bet to provide any information regarding the timeline for processing and disbursing my winnings. Despite multiple attempts to seek clarification, their customer support merely states that I need to wait without offering any concrete details or estimated timeframes.

This lack of transparency and unresponsiveness is causing considerable distress and frustration on my end. As a valued user of Rooster.bet, I believe it is my right to be informed about the status of my withdrawal requests and when I can expect to receive the funds.

I kindly request your intervention in this matter to facilitate communication between Rooster.bet and myself. I am hopeful that your involvement will expedite the resolution of this issue and provide me with the clarity I deserve as a customer.

Please let me know if there is any additional information or documentation required from my end to assist in the resolution process. I appreciate your prompt attention to this matter and look forward to a swift and positive resolution.

Thank you for your understanding and assistance.

Dear Perttu,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Hello.

I got paid 3 hours after I made this complaint.

Dear Perttu,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru