Rooster Bet Casino - L'account del giocatore è stato chiuso inaspettatamente.

Hi, a few days ago I signed up to Rooster Bet and played at their casino. I tried various games and managed to rack up a nice win (about €499) on slots and other games.

I tried to withdraw yesterday, so far so good.

Today my withdrawal was canceled because "some information is missing" from my profile, I went to check and I only had to verify the phone number.

After a while I try to log in again and it gives me an error, "account deactivated":

At this point I would just like to recover my €499 won regularly on casino games, I hope you can help me.

Salve, qualche giorno fa mi sono iscritto a Rooster Bet e ho giocato sul loro casino, ho provato vari giochi e sono riuscito ad accumulare una bella vincita (circa 499€) tra slot e giochi vari.

Ieri ho provato a prelevare, fin qui tutto ok.

Oggi mi viene annullato il prelievo perché "mancano dei dati" nel mio profilo, vado a controllare e dovevo solo verificare il numero di telefono.

Dopo un po' provo di nuovo ad accedere e mi da un errore, "account disattivato":

A questo punto vorrei solo recuperare i miei 499€ vinti regolarmente sui giochi del casino, spero possiate aiutarmi.

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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.

• Have you filled out any personal information in your casino profile, including your name, surname, address, and date of birth?
• Is there any chance that you had previously created other accounts at this casino?
• Have you sent any identity documents to the casino for verification?
• 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

Hi Veronika,

• Yes, I have entered my personal information into my casino profile.
• no, it's the first time I've signed up to Roosterbet
• No, I did not send the documents because they were not requested at the time of withdrawal.
• I accumulated the winnings without bonuses, I only used the real money I deposited

Thanks in advance

Ciao Veronika,

• sì, ho inserito le informazioni personali nel mio profilo del casinò
• no, è la prima volta che mi iscrivo a Roosterbet
• no, non ho inviato i documenti poiché non mi sono stati chiesti nel momento del prelievo
• ho accumulato le vincite senza bonus, ho usato solo i soldi reali che ho depositato

Grazie in anticipo

Please forward me all the communication between you and the casino customer support regarding the issues with accessing your account at [email protected]. These can be screenshots, emails, or chat transcripts. Thank you for your cooperation and patience.

I only contacted them via chat and they told me that my account is suspended due to an administrative decision and they have no other information... I contacted them again now and they reiterated the same thing.

I hope you can help me get my money back

Li ho contattati solo via chat e mi hanno detto che il mio conto è sospeso per decisione amministrativa e non hanno altre informazioni... li ho ricontattati adesso e mi hanno ribadito la stessa cosa

Spero possiate aiutarmi a recuperare i miei soldi

Dear Spaffle

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, Michal ([email protected]). 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,

Veronika

Hello Spaffle,

It's Michal again. I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Rooster Bet Casino to participate in this discussion.

Dear Rooster Bet Casino,

Can you please provide clarification on what factors prompted your decision to close the player's account prior to processing the latest withdrawal?

While it is acceptable to close any player account at the discretion of the management, any financial obligations have to be fulfilled first.

If there are any additional circumstances relevant to this case that cannot be disclosed publicly, please feel free to share them directly with me at [email protected] or via our MS Teams chat.