Roku Casino - El jugador no puede acceder a los fondos depositados.

I deposited money twice into the Rokubet application, but the money never showed up in the account for use. When I spoke with the chat service, they informed me that they would urgently forward my case to their department for immediate handling. Unfortunately, to date, they have yet to return my deposits from the two transactions.

Depositei duas vezes vezes dinheiro na aplicação rokubet na qual o dinheiro nunca apareceu na conta para jogar, falei com o chat disseram que ia para o departamento deles com urgência e até hoje dos dois depósitos não retornaram o dinheiro

Dear Rafaelodc,

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

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if they were your first deposits in this casino?
• Please forward your payment receipts to petronela.k@casino.guru. 

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

Best regards,

Petronela 

It's a scam. I deposited the money and it left my account and did not enter the application.

É uma burla. Depositei o dinheiro sai da minha conta e não entrou na aplicação.

I have the receipts and it has been more than 78 hours and still nothing, one of them has been 4 days since I made the deposit and until now? ANYTHING

Tenho os comprovativos e já fez mais de 78h e ainda nada um deles ja fez 4 dias desde que fiz o depósito e até agora ? NADA

Please forward your payment receipts to petronela.k@casino.guru as requested earlier.

Thank you.

Dear Rafaelodc,

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

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.