Tema general sobre RokuBet Casino (página 4)

Good morning, the Casino said that the withdrawal is pending, but it wants to be, it has been pending since the 28th of November 2022, the account is verified, it is not normal. I think I don't see the money anymore.

Bom dia, o Casino disse que o levantamento está pendente, mas quer ser, está pendente desde dia 28 de novembro de 2022, a conta está verificada, não é normal. Penso que já não vejo mais o dinheiro.

Good morning 🙂,

Well, I can see that the withdrawal is pending, when was your account verified, please?

I truly think that now you have to wait a bit.

Mine was already verified on November 28, 2022, and the withdrawal was not even confirmed. And I can't even cancel. I click cancel and nothing happens

A minha já foi verificada no dia 28 de novembro de 2022, e o saque nem confirmado foi. E nem consigo cancelar. Clico pra cancelar e não acontece nada

Hello ruipintoamt, today it's only been one week since you requested the withdrawal. I would stay patient now and wait how things will develop. It's possible that the casino can have some short technical issue etc. In case you waiting more than two weeks, don't hesitate to contact us again. Have a good day.

Hello there,

allow me just one more question: Did you take any bonus in the meantime?

Usually, the casinos don't allow players to submit the withdrawal when some bonus is active and the same sometimes goes for the cancelation, just an idea, though.

I would ask the casino regularly - let's say once per day - about the progress, be kind, but persistent.

There are no active bonuses, nor have I ever activated them.

Não há nenhum bônus ativos, nem nunca ativei.

Ok, I thought as much, still felt it would be good to ask.

Any progress with the reply? I guess that you've tried this already:

I've sent over 20 emails and no response.

Já mandei mais de 20 e-mails e não há respostas

I checked your most recent complaint reply and found the answer to my previous question. The casino wanted you to change the withdrawal method hence you were asked to cancel the withdrawal.

That is truly unfortunate that you can't do that on your own. 🤯

Sadly, if the casino stays silent, we can only wait now.

I made a withdrawal request of 1000€ on the 28-11-2022, on the same day I received an email with the information that I would have to send documents, I sent it and the next day I had another email saying that the account was active, like never again received the amount I contacted support who told me that I would receive the amount within 2 to 3 days and so far nothing, they do not respond to emails and in the chat when asked they hang up.

I had already taken other values before without problem.

It's ridiculous.

Fiz um pedido de levantamento de 1000€ no dia 28-11-2022, no memso dia recebi um email com a informação que teria que enviar documentos, enviei e no dia seguinte tinha outro email a dizer que a conta estava ativa, como nunca mais recebia a o valor contatei o suporte que me indicou que iria receber o valor no espaç de 2 a 3 dias e até agora nada, não respondem aos email e no chat quando se questiona desligam.

Já tinha tirado outros valores anteriormente sem problema.

É ridiculo.

Contacting their support is no use because they don't respond to anything.

Contatar o suporte deles não adianta porque não respondem a nada.

I am also waiting to receive 1000€ since 28-11-2022 and with a verified account.

Tambem estou a espera de receber 1000€ desde 28-11-2022 e com conta verificada.

Hello LuisNunes, I can understand that this waiting time is unpleasant and endless, but it will be necessary to arm yourself with patience now. I see you have already submitted the complaint. I hope Kristina will be able to help you. I wish you a good luck. 🤞

Hello,

sorry to step into this, but according to the other player's concern, I'd like to know, whether you are in contact with the casino. Are you?

Ask the support about the address if you have the chance, so you don't have to worry.

What seems to be wrong with the address anyway?

I find it very interesting that now there are 4 players from Portugal complaining about the verification and withdrawal. Is it a coincidence? Keeping the details in mind, I would speculate that there are some local issues with payments - well, my guess.

Local problems since the 28-11-2022? Since this date that I have my withdrawal pending and the account verified it makes no sense, in addition it is a lack of respect for the casino customers who are the ones who give them money not to respond to anything since that date and still now I can't even ask anything in the support chat that doesn't even open for me. This casino is a scam and I even read in a previous post someone from Roku casino saying that customer satisfaction is a priority, It can only be an anecdote.

I never had this problem in any other casino and if I had a problem I spoke to the support who resolved the situation. In this case Roku Casino does not respond to emails, if you question my situation in the support chat they turn off the chat, and we have been at this since 28-11-2022 waiting to receive my 1000€.

By the way, to deposit they don't complicate anything...

Problemas locais desde o dia 28-11-2022 ? Desde esta data que estou com o meu levantamento pendente e com a conta verificada não faz sentido, para alem disso é uma falta de respeito para com os clientes do casino que são quem lhes da dinheiro não responderem a nada desde essa data e ainda por sima agora nem consigo perguntar nada no chat de supporte que nem abre para mim. Este casino é uma farsa e ainda li num post anterior alguem do Roku casino a dizer que a satisfação dos clientes é uma prioridade, Só pode ser uma anedota.

Nunca tive este problema em nenhum outro casino e se tive algum problema falei com o supporte que resolveu a situação. Neste caso o Roku Casino não responde a emails, se questionar a minha siytuação no chat do supporte desligam o chat, e estamos nisto desde dia 28-11-2022 a aguardar receber os meus 1000€.

Já agora para depositar eles não complicam em nada...

I'm afraid we need to wait for how you complaint is going to develop. I only hope we'll be able to help and you'll eventually get your winnings even after the long waiting period.

Hey, I'm having issues with Roku verifying my documents and proceeding with the withdraw.

Is there anything we can do to accelerate this process? It has been more than 72h without an answer. They have declined my first documents but the support answers look like an automated bot as they do not make sense.

I have deposited more than 500€ but have 6000€ pending.. I guess they will just ignore me. Any similar experience?

Hello ricardoleite, I am afraid we are not able to make the process faster. Be aware that Casino Guru gives casinos 14 days to verify player's account and proceed the withdrawal before we intervene in the case. In case you struggle longer than two weeks, then we are here happy to help. I would stay patient now and try to finish the KYC first. Please keep us informed . Thank you

Sounds good, I’ll keep you posted. Thanks for the help!

You are welcome.