Hi,

Regarding the cashback, please note that there are two types of cashback available on our casino: one is a bonus promotion, and the other is part of our tier system.

Promotional cashback:
When this promotion is active, a 20% cashback is automatically credited to all users on a weekly basis. However, once that specific promotion or bonus is deactivated by the user or expires, it can no longer be reactivated.

Tier program cashback:
Cashback from the tier system is always processed weekly, and all details about this can be verified directly on our website at any time.

We’re truly sorry if you had a negative experience and hope you’ll give us another chance in the future.
Also, we noticed you mentioned: "I haven't had a payment with them for 5 years."
Please note that our casino has been operating for less than one year, so this must be a misunderstanding or mix-up with another platform.

We appreciate your feedback — whether positive or negative — as it helps us improve our service.

Kind regards,

Hi,

We’re truly sorry to hear that you weren’t able to complete the wagering requirement, but as clearly stated in our newsletter promotion, the wager applies only to the real balance (x5).

You didn’t need to lose €250 to unlock the €50 bonus — for example, many players successfully completed the x5 wager even with as little as €20 by playing slots or other games, and then released the bonus balance accordingly.

We understand your frustration, but it wouldn’t be fair to call it a scam when the promotion terms were clearly explained in the newsletter — including the real balance x5 wagering condition.

We always strive for transparency, and we encourage all players to read the promotion details before activating any bonus.

Kind regards,

Hi,

We’re sorry to hear about your experience, but after reviewing your account, we can confirm that your total deposits amount to €1,550, while your total approved withdrawals are €1,763.66 — meaning you have successfully withdrawn more than you deposited.

If a withdrawal was ever canceled or delayed, this could only be due to an issue on the bank’s side, as once we approve the transaction, the processing is entirely handled by the payment provider or bank.

As for our live chat support and email communication, everything is currently fully operational. In the past, we did experience some temporary technical issues, but those have since been completely resolved.

We appreciate your feedback and are always here to assist you should you have any further questions.

Kind regards,

Hi,

Thank you for your review and for sharing your experience.

1. Regarding the KYC verification — your documents were initially rejected because only the front side of your ID was submitted. Our system is configured to automatically decline incomplete submissions, such as when the back side of the ID is missing. This is clearly outlined in our KYC requirements.

2. We also checked and can confirm that you did contact our support team via live chat. According to our logs, assistance was provided, and your account was successfully verified within 5 minutes after you reached out.

Additionally, the selfie you submitted with your ID was not clear enough. The document was slightly out of focus and not fully legible, which is essential for verification purposes. By law and internal policy, we are required to clearly see all document details and verify facial similarity without ambiguity. Any blurriness or unclear areas can result in an automatic rejection.

There was also some glare and reflection on the ID card due to its security holograms, which may interfere with automated verification systems. These systems can sometimes misread or fail to recognize the document as authentic if the security features obstruct critical information.

We fully understand how this can be frustrating, but our verification process is designed to ensure maximum security and compliance with international regulations. We appreciate your understanding and cooperation.

Best regards,

Hi, thanks so much for the positive review!

1. Regarding your note on the bonus wagering—if you activated free spins, please note that the wagering applies only to the real balance, as stated in the promotion terms. This was specific to the free spins campaign. For deposit bonuses, wagering depends on the bonus type you selected as a welcome offer and typically ranges from 35x to 45x, and can be completed using both bonus and real balances.

2. About AUD currency—during registration, there was an option to choose AUD as your currency. If selected, your wallet would display AUD. However, some game providers (not us) do not support AUD, in which case the game will automatically offer a mirror currency like USD or EUR for display.

Thanks again for your feedback—we’ll continue working hard to ensure a great experience for all our users!

Hi, thanks for your review!

We understand your concern, but we always aim to be transparent. In every promo banner, it's clearly stated that the free spins bonus requires wagering with the real balance.
Additionally, on our website, the bonus terms specify this under "Wager Type: Real Balance," and the same is reflected on Casino Guru and all other advertising platforms.

Thanks again for your feedback—it helps us improve!

Thank you so much for your great review! We’re really happy to hear you’re enjoying the slots, design, and our support team. It means a lot to us—thanks for being a part of RooStake!

Hi sxseth,

Thank you so much for your great review! We're really happy to hear that you're enjoying the variety of slots and providers, as well as the design of RooStake. It's great to know our support team left a positive impression too we’ll be sure to pass that on!

Also, glad the crypto deposits are working smoothly for you! If you ever try the card payment method, feel free to share your experience we’re always looking to improve.

Thanks again for recommending us - we truly appreciate it! 🙌
Have a great time playing and good luck! 🍀🎰