Roostino Casino - Подтверждение учетной записи игрока задерживается.

Hi, my account verification has been going on for over three weeks and there are no updates on its status. I've already uploaded my ID, a selfie, and a face scan. I can only see that documents are supposedly required, but not which ones, and I can't upload any because nothing is displayed. I also can't request withdrawals because it says I need to verify my account. I contacted live chat but received no help whatsoever and unfortunately, I'm stuck. Could you please help me resolve this?

Hi, meine Account Verifizierung dauert schon über 3 Wochen und es gibt keine Updates zum Status. Ich habe bereits Ausweis, Selfie, Gesicht Scan hochgeladen. Ich kann nur sehen dass angeblich Dokumente benötigt werden aber nicht welche, und auch keine hochladen da nichts angezeigt wird. Auszahlungen kann ich auch nicht beantragen da angezeigt wird dass ich mich verifizieren muss. Ich habe den Live Chat kontaktiert aber ohne jegliche Hilfe zu erhalten und komme alleine leider nicht weiter. Können Sie mir bitte bei der Lösung helfen?

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.

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.

• Was there previously a possibility in your account to submit an ID, selfie, and face scan? If so, when did you notice that your uploaded files had disappeared?
• Have you tried contacting customer support via email regarding these verification requests?
• What types of games did you play to accumulate your winnings?
• 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

Hello Veronika. I was able to upload the documents in question without any problems before. For about two weeks now, nothing has been visible.

I only contacted the live chat.

I played with the welcome bonus and only played slots.

Hallo Veronika. Ich habe zuvor die besagten Dokumente ganz normal hochladen können. Seit 2 Wochen etwa ist nichts mehr sichtbar.

Ich habe nur den Live Chat kontaktiert.

Ich habe mit dem Willkommensbonus gespielt und nur Slots gespielt.

Hello BoehserOnkel,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

My Trust Wallet verification is repeatedly rejected. Trust Wallet doesn't have any personal information like name, address, or phone number. Despite this, it's still being requested. Unfortunately, I can't provide something that doesn't exist. I've uploaded a screenshot of my Trust Wallet address.

Mein Nachweis von Trust Wallet wird leider wiederholt abgelehnt. Trust Wallet hat keine persönlichen Daten wie Name, Adresse oder Telefonnummer. Trotzdem wird es weiterhin verlangt. Leider kann ich nicht bereitstellen was nicht existiert. Ich habe einen Screenshot von meiner Wallet Adresse in Trust Wallet hochgeladen

Hi, unfortunately nothing is happening yet. I find it very sad that Roostino is dragging out the waiting time so much.

Hi, leider passiert immer noch nichts. Ich finde es sehr traurig dass Roostino die Wartezeit extrem in den länge zieht.

My Trust Wallet verification was rejected again, and they're still demanding that my real name be on it. That's impossible. Trust Wallet doesn't have any personal information like name, address, or phone number. Despite this, they keep demanding it. Unfortunately, I can't provide something that doesn't exist. Could you please contact the casino and explain that this verification isn't valid?

Mein Trust Wallet nachweis wurde erneut abgelehnt und wieder gefordert dass mein echter Name drauf stehen muss. Das ist nicht möglich. Trust Wallet hat keine persönlichen Daten wie Name, Adresse oder Telefonnummer. Trotzdem wird es weiterhin verlangt. Leider kann ich nicht bereitstellen was nicht existiert. Können Sie bitte das Casino Kontaktieren und erklären dass dies nicht existiert.

My Trust Wallet verification was rejected again. Could you please explain the following to the casino:

Trust Wallet does not have any personal data such as name, address, or phone number. Therefore, it is not possible to upload the requested document. My screenshot clearly proves that I am the holder of the crypto address, and it is the same address from which I deposited and requested my withdrawal.

Mein Trust Wallet nachweis wurde erneut abgelehnt. Können Sie dem Casino bitte folgendes erklären:

Trust Wallet hat keine persönlichen Daten wie Name, Adresse oder Telefonnummer. Daher ist es auch nicht möglich das geforderte Dokument hochzuladen. Mein Screenshot beweist klar dass ich das Halter der Crypto Adresse bin und es handelt sich um die identische Adresse von welcher ich eingezahlt und meine Auszahlung beantragt habe.

Dear BoehserOnkel,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at [email protected].

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Hello Kristina,

Unfortunately, there has been no new information since my last message.

Hallo Kristina,

Leider gibt es keine neuen Informationen seit meiner letzten Nachricht

My verification is unfortunately still being rejected. The casino either doesn't understand or refuses to understand that Trust Wallet contains no personal data and consists only of a crypto address.

Mein Nachweis wird leider weiterhin abgelehnt. Das Casino versteht nicht oder möchte nicht verstehen dass Trust Wallet keine persönlichen Daten enthält und nur aus einer Crypto Adresse besteht.

Thank you very much for your reply, BoehserOnkel. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Nothing new. My verification is still pending and I'm not receiving any updates.

Nicht neues. Meine Verifizierung ist weiterhin ausstehend und ich erhalte keine Updates.

Dear BoehserOnkel,

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, Martina ([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,

Kristina

Dear BoehserOnkel,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Roostino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.