Roku Casino - Player experiencing delayed withdrawal and website access.

I deposited 200€ which was accepted via the mbway method.

I managed to make 3000€, from which I initiated a withdrawal. One of 1000€ was accepted and the other 2000€ is still in pending status.

Afterwards, it wouldn't even let me cancel. I assumed it was already in the payment phase.

Today, I put in an additional 75€ using the same method, which was also accepted, but suddenly, the site went down. To my surprise, when I refreshed the site, a message appeared stating that the site wasn't available in my country (Portugal). I'm extremely outraged, 2075€ down the drain! Note that in the screenshot I sent you, I was even chatting with the support team and arguing about the withdrawal limits because their regulations state that up to 10,000€ can be withdrawn per day, yet they told me I could only withdraw 1000€. I even sent a screenshot questioning why it shows up to 3,000€ in the withdrawal method field!

Dear kapsbless,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you received one withdrawal of €1,000? Could you please advise if you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Good afternoon

Yes I received it, and yes I passed the verification everything as requested

No active bonuses

Thank you very much!

Thank you very much for your reply, kapsbless. Have you received any explanation from the casino regarding this situation, or have you tried contacting them yourself? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear kapsbless,

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.

It doesn't just say that the site is no longer available in my country

I apologize for the delay

Thank you very much, kapsbless, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello kapsbless,

I'm Michal and I have taken over your complaint. I have reviewed this case and I've accessed Roku Casino website without a problem from a Portugal IP. I will contact the casino to shed more light on this matter.

We would like to invite Roku Casino to join the conversation.

Dear Roku Casino,

Can you please provide us with information on why is the player's withdrawal delayed?

Ok no problem, you can add the conversation

Everything was nullified and wiped clean as if none of that amount had been gained

I'm already desperate please help

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear kapsbless,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint via email to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it's needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer, but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru