Roostino Casino - Аккаунт игрока закрывается после победы.

Dear Casino Guru

I registered an account at Roostino Casino (roostino100.com) and deposited funds via Google Pay. I played several sessions without any restriction shown. While playing Crazy Time (live casino), I won €180.

Immediately after this win, I was completely blocked from accessing my account. The site now shows a "403 Forbidden — Access restricted" page stating that Roostino is "not available for your country for legal reasons."

Key points:

I was able to freely register, deposit, and play multiple sessions before this win, with no restriction shown at any point.

The restriction only appeared right after I won €180.

Because my account is now completely inaccessible, I cannot retrieve my transaction history, balance, or win records myself.

I have contacted Roostino support directly by email requesting an explanation and the release of my winnings, but have not yet received a response.

What I am requesting:

An explanation for why access was blocked only after my win.

A copy of my account/transaction history, since I can no longer access it myself.

Release of my €180 winnings, or a valid, written justification for withholding them.

I am attaching a screenshot of the restriction message I received.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear AHS11,

Thank you very much for submitting your complaint.

Our position is that if a casino allows players from restricted jurisdictions to open accounts, deposit, and play, it should also honor legitimate winnings. We will investigate and assist players whose winnings have been withheld or confiscated specifically because of their country of residence.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm which country you selected during the registration process?
• Did you use a VPN, proxy, or any other IP-masking software while playing at the casino?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

Thank you for looking into this. Here are my answers:

Country selected at registration: Germany.

VPN/proxy use: No, I did not use any VPN, proxy, or IP-masking software at any point while playing.

I have been playing on this site for about a month without any access issues. On the day in question, I experienced a problem while making a deposit — I noticed what appeared to be a suspicious/fraudulent attempt during that transaction. Shortly afterward, once my balance reached €180, the site suddenly blocked my access with a message stating it was "not available for my country for legal reasons."

I was able to access and play on the site normally for weeks before this, using the same connection and location, so the timing — right after the deposit issue and right as my balance grew — is what concerns me most.

AHS11

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AHS11,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla