We’re happy that our casino, RooStake, has become a part of the Casino Guru community! We also invite all users to join the discussion—if you have any suggestions, ideas, or feedback, feel free to share them. Our team will gladly listen to everything you have to say. ??

Hello to everyone reading this post,

We would like to use this thread to share a few important points with all our players:

Regarding Free Spins and Pragmatic Play Access:

Some users continue to blame us because Pragmatic Play is restricted in their countries and they can't use their free spins. As we’ve explained to many via support, the simple solution is to use a VPN and change your location — this resolves the issue immediately. We are a VPN-friendly platform. ??

How Free Spins Work (Real Balance Wagering):

Please note that all free spins are subject to real balance wagering, as clearly stated in each promotion. This means that in order to unlock the bonus balance, you need to wager using your real balance. For example, if you have €100 in bonus balance, you might only need to wager €5, €10, or €20 in real funds to unlock it — the exact amount is up to you.

Self-Exclusion Clarification:

Some users request account closure via self-exclusion and then proceed to deposit funds before the support team processes the exclusion, later asking for a refund. We'd like to remind everyone that from the beginning, every user has full control over their account and can initiate self-exclusion directly from their settings — either for a specific period or permanently. Please use this feature responsibly, and avoid any attempts at misuse.

Thank you for your understanding and continued support!

Would you like some help from our complaint team, perhaps? Are you still waiting to self-exclude, please?

Hopefully also the casino representative in this thread will see your post soon and address it accordingly.

Hi,

Thanks for your message. We're sorry to hear about your experience and completely understand your frustration.

Just to clarify – we’ve double-checked on our end and the self-exclusion feature is functioning correctly. Users can self-exclude at any time through the My Profile settings.

Regarding customer support: we did experience some temporary technical issues with our previous live chat provider, which is why support may not have been accessible for a short period. However, we’ve since switched providers, and support is now fully operational again. We also sent out a newsletter informing users about this change.

Even before the switch, any user who contacted us via live chat received a step-by-step explanation on how to self-exclude. We’ve always prioritized making that process as clear and accessible as possible.

Lastly, just a note – if self-exclusion is set while you're still logged in, you might still be able to access your account briefly, but all gameplay and deposit functionalities will be blocked.

Let us know if there's anything else we can assist with.

Best regards,

So do you need our help or can you do it as described by the casino? Does what they explained work for you or not?

I have been waiting for a withdrawal for days and not to mention their support, it is impossible to communicate with someone real

Oh, so your attempts to get some news always ended with a chatbot? Perhaps my question may sound dumb, but still, what about the email communication? If you find it, of course, I checked the terms for the word "email" or "@", no email thus far, but "Address to our Customer Support Department via the links on the Website."

Perhaps responding to the most recent casino representative post in this thread, using the replay button, will help you get in touch.

I have sent at least 5 emails and I have not had any response, I have not left a ticket on the page either, I have opened a payment for $200 but it has not arrived and they have not canceled my withdrawal to try to withdraw lower amounts

Hi,

You have a withdrawal currently on hold because there are 6 duplicate accounts linked to you, and you are making daily withdrawals from each of them.

You deposit via card and withdraw crypto from different accounts.

Our AML (Anti-Money Laundering) team is currently investigating all your activities, including your accounts, card numbers, and related behavior.

We have already informed you via live chat support when you've messaged us from multiple accounts at the same time, logged into accounts simultaneously, and shown other similarities.

You are making daily withdrawals of $20–$25 from several different accounts—depositing with cards and withdrawing in crypto.

We’re actually still allowing activity on your other accounts while the investigation is ongoing, and we haven’t blocked your access or taken further action—yet.

So please start by telling us the truth here about what you’re doing, and then we can continue from there.

Thank you ??

They already processed my deposit, I don't want to be annoying but the online support is a little slow and well that would be the bad thing about the casino but the rest is great

Hi,

First of all, as far as we know, you previously requested a self-exclusion, which resulted in your account being permanently disabled — is that correct?

Then, a few days later, you asked us to reactivate your account so you could play again. However, according to the law, once a permanent self-exclusion has been applied to an account, we are not allowed to reopen it — even if you change your mind. We strictly follow the regulations.

So, if you didn’t receive a response when you requested the account to be unblocked, it’s because we are legally not permitted to do so.

Thank you for your interest in playing with us again, and we appreciate your understanding.

Also, our team is currently in Málaga attending the iGaming Conference. All users received an email invitation and were welcome to meet our team, the CEO, and others in person. So, with all due respect, we don't quite agree with your message ??

Good evening, I sent my selfie and driver's license two days ago and nothing has been done yet, the identification has not been done and I want to make a withdrawal. There is no support (there is a Bot) and they do not answer emails. Please, what is happening? I have responsibly deposited my money and I want to make a withdrawal

player1233289 name

Καλησπ?ρα εγ? ?στειλα την selfie μου και το δ?πλωμα οδ?γηση? εδ? και δ?ο μ?ρε? και τ?ποτα ακ?μα δεν ?γινε η ταυτοπο?ηση και θ?λω να κ?νω αν?ληψη. Υποστ?ριξη δεν υπ?ρχει (υπ?ρχει ?να Bot) και δεν απαντο?ν στα email. Παρακαλ? πολ? τι γ?νεται; Κατ?θεσα υπε?θυνα τα χρ?ματα μου και θ?λω να κ?νω αν?ληψη

player1233289 name

I only have an account linked to my email, I don't understand, if I am funding with debit and I withdraw the profits, I also have losses in the stake, I don't understand what it means to me