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Account verification delay after KYC documents submitted – User ID ****

Description:

Hello,

I am submitting this complaint because I have not been able to verify my account on Roostake, despite following all the required procedures. I sent all the necessary KYC documents to their support email (support@roostake.com), including:

A photo of my national ID card

A selfie (photo of myself)

A utility bill (electricity)

The deposit voucher for my USDT transfer to my Roostake account

[hidden by Casino.Guru team]

I deposited 11 USDT from my personal wallet to my Roostake account. Currently, I can see that my account balance is 10.01 USDT, but I cannot use it because my account is still not verified.

The chatbot on their website confirmed it would transfer me to a human agent, but I never received any follow-up. I also sent a follow-up email to their support address, but I have not received any response.

I kindly request Casino Guru to contact the casino on my behalf or assist me in getting a proper response, so my account can be verified and I can access my funds.

Thank you very much for your help.

Best regards,

Luis ****

Dear Drfarfan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Please allow me to ask you a few questions, so I can understand the whole situation completely: 

• When did you create your account, and when were you requested to verify it?
• Could you please advise when exactly you sent the documents for verification?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please specify the exact requirements for the documents?
• Have you received any acknowledgment from their support team regarding the receipt of your documents?

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

Best regards, 

Natalia

Subject: KYC Verification Review Request – Account Created on May 26, 2025

Dear Guru Team:

I am writing to express my concern and request a prompt review of my identity verification (KYC) process, which has been repeatedly rejected without explanation.

I created my account on May 26, 2025, and was prompted to complete verification that same day. I immediately submitted the required documents through their website. However, my application was rejected four times without receiving any specific details or reasons for the rejection.

Initially, I sent the following documents as requested:

Selfie

Photo of the front and back of my identity card

After being rejected, I repeated the process several times, including different combinations of documents, such as using only the selfie with the front of the document. Despite following the instructions, my attempts were still rejected.

In addition to using the web form, I opened a support ticket directly on the Roostake website, but never received a response. I also sent at least four emails to support, attaching all the required documents (a selfie, two copies of my ID, an electricity bill as proof of address, and proof of my USDT transfer to the platform). I received no response through any of these channels.

As for the requirements, I understand that they must be sent:

Valid identity document

Clear and legible images (front and back)

Selfie of the owner

Unfortunately, I haven't received any acknowledgment or confirmation that my documents were reviewed by the support team. I even tried contacting the site's chatbot in hopes of reaching a human agent, but to no avail.

I appreciate your attention to this matter and strongly request a manual review of my case and a prompt response. I am willing to resend all necessary documents if requested.

I am attaching images showing the messages sent by email to Roostake and 2 tickets that I opened through the official website and an image of the rejection of my KYC verification.

Sincerely,

Luis M***

05/30/2025

Asunto: Solicitud de revisión de verificación KYC – Cuenta creada el 26 de mayo de 2025

Estimado equipo de guru:

Me dirijo a ustedes para expresar mi preocupación y solicitar una pronta revisión de mi proceso de verificación de identidad (KYC), el cual ha sido rechazado repetidamente sin explicación alguna.

Creé mi cuenta el 26 de mayo de 2025 y ese mismo día se me solicitó completar la verificación. Procedí de inmediato a enviar los documentos requeridos a través de su página web. Sin embargo, mi solicitud fue rechazada en cuatro ocasiones sin recibir detalles o motivos específicos del rechazo.

Inicialmente, envié los siguientes documentos conforme a lo solicitado:

Selfie

Foto del anverso y reverso de mi cédula de identidad

Al ser rechazado, repetí el proceso en varias ocasiones, incluyendo combinaciones distintas de los documentos, como únicamente la selfie con el anverso del documento. A pesar de seguir las instrucciones, los intentos fueron igualmente rechazados.

Además de usar el formulario web, abrí un ticket de soporte directamente en la página de Roostake, pero nunca obtuve respuesta. También envié al menos cuatro correos electrónicos al soporte, adjuntando todos los documentos requeridos (selfie, cédula por ambos lados, una factura de luz como comprobante de domicilio y el comprobante de mi transferencia en USDT a la plataforma). No recibí respuesta alguna por ninguna de estas vías.

En cuanto a los requisitos, entiendo que deben enviarse:

Documento de identidad vigente

Imágenes claras y legibles (anverso y reverso)

Selfie del titular

Lamentablemente, no he recibido ningún acuse de recibo ni confirmación de que mis documentos fueron revisados por parte del equipo de soporte. Incluso intenté comunicarme mediante el chatbot de la página con la esperanza de contactar a un agente humano, pero no tuve éxito.

Agradezco de antemano su atención a este asunto y solicito encarecidamente una revisión manual de mi caso y una pronta respuesta. Estoy dispuesto a reenviar todos los documentos necesarios si así lo requieren.

Les adjunto imágenes que muestran los mensajes enviados por correo a roostake y 2 ticket que abrí mediante sitio web oficial y imagen de rechazo de mi verificación kyc

Atentamente,

Luis M***

30/05/2025

Gurucasino Team

Subject: Formal complaint against Roostake for account deletion, unfounded accusations and discriminatory treatment

Dear Gurucasino members,

I am writing to you to file a formal complaint and request your intervention as an intermediary in the situation I experienced with Roostake, a platform I registered on with the intention of participating in their games.

After creating my account (ID: ****), I attempted to successfully verify it, but the process was rejected several times without clear justification. When I sought help through Roostake's live chat, I was directed to a live agent, with whom the situation became even more serious.

During that conversation, I was baselessly accused of having multiple accounts and being involved in money laundering, all expressed in a provocative, threatening, and discriminatory tone. I want to make it clear that I only have one account registered on the platform, and I strongly deny any illegal activity or activity contrary to the site's policies.

Shortly after that conversation, my account was deleted and I was completely blocked from the platform, without formal explanation or right of reply.

This kind of treatment is unacceptable and causes obvious psychological and moral damage. Furthermore, given the manner and context in which the events unfolded, I suspect a possible act of discrimination based on my nationality, as I am a citizen of a South American country.

I hereby request Gurucasino, as the intermediary entity, to take note of this situation and intervene so that Roostake can clarify and resolve this case fairly.

I formally request:

1. A detailed, written explanation of the reason for the deletion and blocking of my account.

2. That Roostake present concrete and verifiable evidence that supposedly justifies the serious accusations against me.

3. An evaluation of the treatment received by new users, to prevent situations of this nature from recurring.

4. To be informed whether my account can be reinstated if it is found that there is no valid reason for the sanction imposed.

Furthermore, I report that I have kept a copy of the conversation with the human agent, which I will present as proof of the treatment I received and the false accusations made against me. This conversation clearly reflects inappropriate and discriminatory behavior on the part of the support staff.

Finally, if I do not receive a satisfactory solution within a reasonable time, I reserve the right to take appropriate legal action for any damages caused, as well as for any unjustified discredit.

I hope Gurucasino can act as an objective mediator and contribute to a fair, clear, and responsible response to this extremely uncomfortable situation.

I am attaching images of the chat I had with Roostake.

Equipo de Gurucasino

Asunto: Reclamo formal contra Roostake por eliminación de cuenta, acusaciones infundadas y trato discriminatorio

Estimados/as de Gurucasino,

Me dirijo a ustedes con el fin de presentar un reclamo formal y solicitar su intervención como intermediarios ante la situación que he vivido con la empresa Roostake, plataforma en la que me registré con la intención de participar en sus juegos.

Después de crear mi cuenta (ID: ****), intenté verificarla correctamente, pero el proceso fue rechazado en varias ocasiones sin una justificación clara. Al buscar ayuda mediante el chat en vivo de Roostake, fui derivado a un agente humano, con quien la situación se volvió aún más grave.

Durante esa conversación, fui acusado sin fundamentos de tener múltiples cuentas y de estar involucrado en lavado de dinero, todo expresado en un tono provocador, amenazante y discriminatorio. Quiero dejar en claro que solo poseo una única cuenta registrada en la plataforma, y niego rotundamente cualquier actividad ilegal o contraria a las políticas del sitio.

Poco después de esa conversación, mi cuenta fue eliminada y se me bloqueó el acceso completamente a la plataforma, sin explicación formal ni derecho a réplica.

Esta clase de trato es inaceptable y genera un daño psicológico y moral evidente. Además, por la forma y el contexto en que se desarrollaron los hechos, sospecho de un posible acto de discriminación por mi nacionalidad, ya que soy ciudadano de un país sudamericano.

Por este medio, solicito a Gurucasino, como entidad intermediaria, que tome conocimiento de esta situación e intervenga para que Roostake aclare y resuelva este caso de manera justa.

Solicito formalmente:

1. Una explicación detallada y por escrito del motivo de la eliminación y bloqueo de mi cuenta.

2. Que Roostake presente las pruebas concretas y verificables que supuestamente justifican las graves acusaciones en mi contra.

3. Una evaluación del trato recibido por nuevos usuarios, para evitar que situaciones de esta índole se repitan.

4. Que se me informe si es posible la restitución de mi cuenta, en caso de comprobarse que no existe ningún fundamento válido para la sanción aplicada.

Además, informo que he guardado copia de la conversación mantenida con el agente humano, la cual presentaré como prueba del trato recibido y de las falsas acusaciones realizadas contra mi persona. Dicha conversación refleja claramente un comportamiento inapropiado y discriminatorio por parte del personal de soporte.

Por último, en caso de no recibir una solución satisfactoria en un plazo razonable, me reservo el derecho de tomar acciones legales correspondientes por los daños causados, así como por el desprestigio injustificado.

Espero que Gurucasino pueda actuar como mediador objetivo y contribuya a dar una respuesta justa, clara y responsable a esta situación sumamente incómoda.

Les adjunto imágenes del chat que tuve con roostake

I forgot to upload the following images

Me faltó subir siguientes imagenes

Dear Drfarfan, thank you for your response. Can you please specify a few more things for us: 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Have you ever used a VPN to access the casino website?
• Can you please confirm if the casino has already processed a refund of 10 USDT to you?

Thanks for responding

Is it possible that someone in your household or using the same IP address has also created an account at this casino?

A: No possibility, I only created one account.

Have you ever used a VPN to access a casino website?

A: I don't use VPN.

Can you confirm if the casino has already processed a 10 USDT refund?

A: Yes, the day I spoke with the casino chat, they verified me, I thought I could already use their platform, but after I withdrew money, they blocked my account.

I would like Roostake Casino to return my user account and verify my account, since I did not commit any violations that would lead to my account being deleted.

Gracias por responder

¿Existe la posibilidad de que alguien de su hogar o que utilice la misma dirección IP también haya creado una cuenta en este casino?

R: no hay posibilidad solo cree yo una sola cuenta

¿Alguna vez has utilizado una VPN para acceder al sitio web del casino?

R: no uso vpn

¿Puede confirmarme si el casino ya ha procesado un reembolso de 10 USDT?

R: si, el día que que hable con chat del casino me verificaron pensé que ya podía usar su plataforma pero ellos luego de sacar yo dinero me bloquearon mi cuenta.

Quisiera que el casino roostake me devuelva cuenta de usuario y verificación de mi cuenta, ya que yo no incumpli ninguna falta para que me eliminen mi usuario.

Thank you very much for your reply, Drfarfan. Could you please forward all the relevant communication between you and the casino that you haven't shared yet to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thanks for responding. I've already emailed you the screenshots. Is there any chance the casino will show you the alleged evidence it has against me? So far, they haven't shown me any evidence and have deleted my Roostake account without providing any justification. Will they return my Roostake account to me?

Gracias por responder ya le envié por correo electrónico las capturas, hay alguna posibilidad que el casino muestre la supuesta pruebas que tiene contra mi ? Hasta ahora no me mostró ninguna prueba y elimino mi cuenta de usuario de roostake sin justificación con pruebas, me devolverán mi usuario roostake?

Dear Drfarfan, 

I understand your frustration regarding the closure of your account. However, if the casino fulfilled its liabilities and refunded your deposit, we can’t penalize the casino for closing your account afterwards. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.  

Please check the terms and conditions of the casino:

6.3. We may close or suspend an Account if you are not or we reasonably believe that you are not complying with these Terms, or to ensure the integrity or fairness of the Service or if we have other reasonable grounds to do so. We may not always be able to give you prior notice. If we close or suspend your Account due to you not complying with these Terms, we may cancel and/or void any of your bets and withhold any money in your account (including the deposit).

6.4. We reserve the right to close or suspend any Account without prior notice and return all funds. Contractual obligations already matured will however be honoured.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia