RojaBet Casino - Se ha retrasado el pago de las ganancias del jugador.

Dear Support Team,

I hereby submit a formal complaint and request a manual review of my betting slip for the player auction market, corresponding to the recent match between América de Cali and Águilas Doradas in the BetPlay League. My account details are: Username: [redacted] Associated email: [redacted]. The system has marked my bet as lost, registering 0 auctions for the player Rafael Carrascal. However, I am reporting a real, physical, and fully quantifiable action that occurred on the field and was omitted by the automated system due to a subsequent VAR intervention: The exact action (Minute 74:35): At this moment in the second half, the player Rafael Carrascal executed a powerful shot directly towards the opponent's goal. The impact was clean. Goalkeeper's intervention: The shot was so dangerous that the Águilas Doradas goalkeeper (Jorge Soto) had to physically stretch to save and deflect the ball, leaving a live rebound in the area. Direct consequence: Thanks to that save on Carrascal's shot, Yani Quintero was able to run in and head the ball. After this entire sequence (Carrascal's shot, the goalkeeper's save, and Quintero's header), the refereeing team consulted VAR to disallow the goal for an alleged foul prior to the start of the play. I understand that automated sports data providers sometimes discount these actions when the goal sequence is invalidated by VAR. However, I consider it entirely unfair to use a "statistical blot" to deny a shot on goal that physically occurred, that challenged the opposing goalkeeper, and that was completed well before the ball crossed the goal line. The technical act was flawlessly executed on the field. I have the exact video clip of the play at 74:35, where Carrascal's shot on goal is clearly evident. I kindly request that you provide me with a direct channel or email address so I can attach it if necessary. Therefore, I request that this case be escalated to the sports betting audit department for a human review of the video and, in an act of transparency and good faith with the user, that the bet be corrected as a win or, failing that, that the void bet criterion be applied (Void / Refund of balance). I await your comments and a prompt resolution. Sincerely, [redacted]

I am contacting you because I received no assistance through Rojabet's Facebook chat, and while the app chat instructed me to use email, my request was rejected. I would appreciate your help. I have attached proof of the lost coupon, the response email, and a video from minute 74 where Rafael takes a shot. My coupon only states "shot," not "shot on goal," therefore it should be approved. After Rafael's shot, Yani Quintero heads the ball, but the goal is disallowed due to offside, even though it occurred after Rafael's shot.

Estimado equipo de Soporte,

Por medio de la presente, presento una reclamación formal y solicito la revisión manual de mi boleto de apuesta en el mercado de remates de jugadores, correspondiente al partido reciente entre América de Cali y Águilas Doradas por la Liga BetPlay.Mis datos de cuenta son:Nombre de Usuario: [redacted] Correo electrónico asociado: [redacted]. El sistema ha calificado mi apuesta como perdida registrando 0 remates para el jugador Rafael Carrascal. No obstante, vengo a reportar una acción real, física y plenamente cuantificable que ocurrió en el terreno de juego y que fue omitida por el sistema automático debido a una intervención posterior del VAR:La acción exacta (Minuto 74:35): En este momento del segundo tiempo, el jugador Rafael Carrascal ejecutó un potente remate con dirección directa a la portería rival. El impacto se consumó de forma limpia.Intervención del arquero: El disparo llevaba tanta peligrosidad que el guardameta de Águilas Doradas (Jorge Soto) tuvo que estirarse físicamente para atajar y desviar el balón, dejando un rebote vivo en el área.Consecuencia directa: Gracias a esa atajada al remate de Carrascal, el jugador Yani Quintero pudo entrar de frente para conectar un cabezazo.Posterior a esta secuencia completa (remate de Carrascal, atajada del arquero y cabezazo de Quintero), el cuerpo arbitral recurrió al VAR para decretar una anulación de gol por una supuesta infracción previa al inicio de la jugada.Comprendo que los proveedores automáticos de datos deportivos a veces descuentan estas acciones al invalidarse la secuencia de gol por el VAR. Sin embargo, considero totalmente injusto que se use un "borrón estadístico" para negar un remate a puerta que físicamente ocurrió, que exigió al arquero rival y que se completó mucho antes de que la pelota cruzara la línea de gol. El hecho técnico se consumó de forma impecable en la cancha.Cuento con el fragmento de video exacto de la jugada en el minuto 74:35 donde se evidencia claramente el remate a puerta de Carrascal. Solicito amablemente que me indiquen un canal o correo directo para podérselos adjuntar si es necesario.Por todo lo anterior, solicito que este caso sea escalado al departamento de auditoría de apuestas deportivas para realizar una revisión humana del video y, en un acto de transparencia y buena fe con el usuario, se proceda a corregir la apuesta como ganada o, en su defecto, se aplique el criterio de apuesta nula (Void / Reintegro del saldo).Quedo a la espera de sus comentarios y de una pronta solución.Atentamente,[redacted]

Recurro a ustedes por que por el chat de Rojabet no me atendieron en Facebook y en el chat de app me dieron la instrucción del correo y por correo me rechazaron mi solicitud Agradezco su amable ayuda adjunto soporte del cupón perdido, correo de respuesta y video del minuto 74 donde Rafael remata y mi cupón dice solo remate más no remate a arco por ende debería ser aprobado y después del remate yani quintero cabecea y es anulado el gol por la posición pero fue después del remate de rafael.

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Dear TIPOTITIWINNER1927,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear TIPOTITIWINNER1927,

Thank you for providing the details and supporting evidence regarding your disputed betting slip.

We understand your concern regarding how Rafael Carrascal’s shot was settled, particularly your argument that the shot occurred before the subsequent offside decision. The issue concerns the settlement and interpretation of a sports bet. Unfortunately, Casino Guru specializes in online casino complaints and does not handle disputes related to sports betting or the settlement of individual bets. We are therefore unable to properly assess whether the betting market was settled correctly.

For this reason, we must close your complaint. We recommend pursuing the matter directly with the sportsbook or, where available, an appropriate sports-betting dispute resolution or regulatory body.

Thank you for your understanding.

Best regards,

Jean