The player from Latvia noticed he cannot deposit and withdraw the desired amounts. The casino representative informed us that the player's deposits were limited because he had set deposit limits in his account and the maximum withdrawal amount per transaction was lowered due to the casino's payment provider's new policy. As the situation had been clarified and the player was able to withdraw his winnings, the complaint was closed as 'resolved'.
RokuBet Casino - Casino limited player’s deposit and withdrawals.
Amount: ??
RokuBet Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
RokuBet Casino has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
In this casino, if you start winning, then without your knowledge they set the minimum limits on input-output. The support service constantly writes that everything is in order with the account, although it is not (they make an idiot out of you).
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3 years ago
Dear Вячеслав,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you haven’t had this problem before, and you could deposit or withdraw without any limits?
Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Вячеслав, thank you very much for your reply. Have you made any successful withdrawals before? If yes, what was the amount?
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3 years ago
Translation
Yes, it used to output normally maximum 2000.
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3 years ago
Thank you very much Вячеслав for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Dear Вячеслав,
I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.
I would like to invite Roku Casino to join this conversation.
Dear Roku Casino team,
Could you please explain why Вячеслав’s maximum withdrawal and maximum deposit limits seem to have been lowered?
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3 years ago
Dear Casino Guru Team,
Firstly, the player set daily deposit limit of 250 EUR. So, the accusation that we limited his deposits is irrelevant.
Secondly, the payment provider set the limit for withdrawal 600 EUR, for all players, and we couldn't influence it but as you can see on the screenshot the limit is visible under the name of the payment method.
Moreover, we approved the player's withdrawal requests, and he got his winnings.
All in all, we believe that this complaint is absolutely irrelevant and should be marked as resolved.
Kindest regards,
Roku Casino Team
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3 years ago
Thank you, Roku Casino team, for your input.
Dear Вячеслав,
I’d like to kindly ask you to comment on the casino representative’s statements.
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3 years ago
Translation
Good day. If the casino immediately indicated the reason, then there would be no problems. The issue can be considered resolved.
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3 years ago
Thank you, Вячеслав, for your consideration. As the situation has been clarified, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
