Roku Casino - El jugador no ha pasado la verificación.

Goodnight

I signed up recently at the Rokubet casino, this past weekend I managed to get €2,000 in the games and asked to do the withdrawal where I walked for 3 days to gather documentation because they were asking little by little and always with obstacles to validate my account and the last one they asked me for my bank statement (here I found it strange because I had already submitted my bank's header also to confirm my residence). It turns out that finally today everything was validated and confirmed by the casino team. Then I asked for the survey through my page and they said that it could only be 1000 a day and today in the late afternoon a man speaking Portuguese called me saying that before the survey I would have to answer some questions, and that it was one of the casino's requirements, like, what games did I get this prize, how much money I had deposited to get the prize, and what payment method do I make the deposits, where I replied that it was through an ATM and that I didn't know well the deposit amounts, because I wasn't at home where I could consult my casino page, I couldn't answer him exactly, I said more or less the amounts I usually deposit and that then they would answer me where I would be evaluated by the answers, as if If it was a CONTEST (I say), then the answer was this, which I step below and they even blocked my account with a prize of € 2000.00 to receive. I presented all the documents, the account I opened in that casino was mine alone in my name Dória Picanço. How can I get my prize back? Thank you and I look forward to your reply.

Pati Wed, 07/20/22 5:58 pm Dear Doria,

Kindly note that verification call wasn't passed. You didn't know response to general questions as owner of the account. You should have used this Website and your Account solely on your own behalf.

Best Regards,

The Rokubet Team

Boa noite

Inscrevi-me a pouco tempo no casino Rokubet, este fim de semana passado consegui nos jogos 2.000€ e pedi para fazer o levantamento onde andei durante 3 dias a juntar documentação porque iam pedindo aos poucos e sempre com entraves para validação da minha conta e por último pediram-me o meu extrato bancário (aqui é que achei estranho porque já tinha submetido o cabeçalho do meu banco também para confirmação da minha residência). Acontece que finalmente hoje tudo ficou validado e confirmado pela equipa do casino. Depois eu mesma pedi através da minha pagina o levantamento e disseram que só podia ser 1000 por dia e hj no final da tarde ligou-me um homem a falar português a dizer que antes do levantamento eu teria de responder a algumas questões, e que era um dos requisitos do casino, tipo, que jogos é que tinha tirado este premio, quanto dinheiro tinha depositado para conseguir o prémio, e qual o meio de pagamento que faço os depósitos, onde respondi que era através de multibanco e que não sabia bem os valores dos depósitos, porque não estava em casa onde podia consultar a minha página do casino, não lhe podia responder ao certo, disse mais ou menos os valores que costumo depositar e que então iriam responder-me onde eu seria avaliada pelas respostas, como se de um CONCURSO se tratasse (digo eu), então a resposta foi essa, que passo abaixo e bloquearam mesmo a minha conta com um prémio de 2000,00€ para receber. Apresentei todos os documentos, a conta que abri naquele casino era só minha em meu nome Dória Picanço. Como posso reaver o meu prémio? Obrigado e aguardo resposta.

  Pati Wed, 07/20/22 5:58 pm  Dear Doria,

Kindly note that verification call wasn't passed. You didn't know response for general questions as owner of the account. You should have used this Website and your Account solely on your own behalf.

Best regards,

The Rokubet Team 

Dear DPicanco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that your documents have been approved, however you didn't pass the call verification? Are you aware of any mistakes that you could have done during the call?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Dear DPicanco,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.