Roku Casino - Player’s struggling to withdraw her winnings.

I signed up at Casino Rokubet without being aware of this review, because if I knew I wouldn't even have entered there! Now, 2 times I made a withdrawal request for €200 and it was canceled for the second time without any justification. After reading here that the Casino does not accept daily winnings of more than €100, I decided to cancel the third request myself and place a new withdrawal, but of €100. In addition, I have already sent several emails without getting any response and the existence of live chat is ridiculous, because there is never anyone there to answer our questions. And more! I received an email on the 3rd informing me that my account had been validated (after submitting the requested documents). So I don't understand the reason for the continued cancellations. Was it because it was more than €100?

Dear Maria123456789,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Were your winnings accumulated with or without an active bonus, please?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Do I understand correctly that you have played and lost your winnings?

Looking forward to hearing from you.

Best regards,

Petronela

Dear Maria123456789,

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.

Unfortunately, we’re rejecting 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.