Rooster Bet Casino - Учетная запись игрока закрыта без объяснения причин.

I registered at Rooster.bet on 24 November 2025 and deposited €200. While playing Pragmatic Play slots (The Dog House, 5 Lions, Gates of Olympus), I triggered bonus features in all three games.

Shortly after triggering these features, my account was permanently closed by the operator without explanation.

Before the closure, I had won €3,900, which was successfully paid out — indicating that my account passed verification.

However, the unfinished bonus features remain unplayed and unresolved. I contacted Rooster.bet several times, asking them to:

Reopen my account temporarily so I can finish the features, OR

Complete the features on their side and pay the result.

I also filed an official complaint with the Curaçao Gaming Control Board (license OGL/2023/174/0082) on 10 December 2025, and sent a follow-up on 22 December. So far, no resolution.

These bonus features are stored on Pragmatic Play’s servers and must be completed.

The operator has not provided any audit log or settlement.

I am requesting that CasinoGuru assist in resolving this issue so the pending bonus features can be processed fairly.

Thank you.

Important notice:

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rooster Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Do I understand correctly that you requested payout of winnings in the amount of 4000€, but this payout was blocked by the casino, and the money was withheld?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the blocking of your account? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello aleksimikael,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru