Roku Casino - general discussion (page 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.

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

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.

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.

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.

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

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

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...

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.