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Good day, I am having an issue with the Rooster bet website. They denied my withdrawal of 3950.0 euros because they require documents that the system rejected. They have then credited only 200.0 euros to my account, telling me that the winnings came from a bonus of free spins.

I'm certain that the winnings came from the most recent deposits I have made.

Can you help me resolve this issue?

Kind regards.

Buongiorno, ho un problema con il sito Rooster bet. Mi hanno rifiutato un prelievo di 3950,0 euro ,perché necessitano di documenti che il sistema ha scartato .poi mi hanno addebitato sul mio account solo 200,0 euro dicendomi che la vincita proveniva da un bonus di giri gratuiti.

Sono certo che la vincita provenisse dagli ultimi depositi fatti.

Potete aiutarmi a risolvere il problema?

Cordiali saluti.

Dear magnofabio1978,

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

Could you please advise if the documents you mentioned have already been approved by the casino, or are they still getting rejected? Could you please advise which documents you have provided and when exactly you sent the last one?

Could you kindly send me the screenshot or the link to the free spin bonus you took? Have your winnings been capped after you finished wagering the bonus? How much did you win from bonus play?

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

I sent the license

Ho inviato la paten

Thank you for your reply. Have you received any explanation as to why your documents were rejected? Have you received any suggestions about what was missing from them? Have you submitted them in the correct format with all the necessary information visible?

Also, could you kindly send me the screenshot or the link to the free spin bonus you took? Have your winnings been capped after you finished wagering the bonus? How much did you win from bonus play?

As far as the documents are concerned, I will certainly have made some mistakes and they reported them to me. But in any case my win was annulled. The chronology of the game does not allow me to reconstruct the moment in which I won.

Per quanto riguarda i documenti, sicuramente avrò fatto qualche errore e loro me lo hanno segnalato.ma comunque la mia vincita è stata annullata.la cronologia del gioco non mi permette di ricostruire il momento in cui ho vinto.

I understand, but you still haven't sent me the exact link to the bonus you activated and accumulated your winnings from. I need to check the rules of the bonus because free spins bonuses often come with a maximum win limitation, and this could be the reason why your winnings were capped.

I am sure that these are not promotions/bonuses, in any case I can only give you this URL: https://www.rooster1.bet/profile/wallet/transactions

Io sono certo che non si tratti di promozioni/bonus in ogni caso riesco a darle soli questo URL: https://www.rooster1.bet/profile/wallet/transactions

Please send me the screenshot of your bonus history in your casino profile. Also, send me all the communication between you and the casino customer support that could be relevant to our investigation. My email address is veronika.l@casino.guru. Thank you.

Thank you for the email with the communication with customer support. Could you please send me the screenshot of your bonus history as well?

History is missing from my account

La cronologia non è presente sul mio account

I received the screenshot of your gaming history. To view the history, you need to set the dates. You chose May 16-17, when there were no transactions in your gaming account. When exactly did you activate the free spin bonus? Please set the date starting from the day you took the free spins and send it to me again.

The date is exact, the chronology is not present

La data è esatta,la cronologia non è presente

Thank you very much, magnofabio1978, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, magnofabio1978!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Good morning, I believe I have provided all the documentation possible, which shows the latest deposits that generated the winnings

Buongiorno,io credo di aver fornito tutta la documentazione possibile,dove si evincono gli ultimi depositi che hanno generato la vincita

Hello magnofabio1978,

We apologise for any delay you experienced in receiving your funds. After reviewing your account, we can confirm that your withdrawal has been approved and your funds are on their way to you.

Happy gaming, and we hope to see you back soon!

Best regards,

The Rooster.Bet Team

Thank you, The Rooster.Bet Team!

magnofabio1978, please, let me know when you will receive your funds!

Good morning, yesterday I received the disputed sums, thank you very much for your support!!!!

Buongiorno, ieri ho ricevuto le somme contestate, grazie mille per il vostro supporto!!!!

Dear magnofabio1978,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team