Roku Casino - Player struggles with mismatched withdrawal method.

I deposited only my funds, did not use bonus funds or free spins. I have accumulated an amount of $40,000 AUD on my account.

My account has been successfully verified - the payment method used for deposits was a credit card.

The casino has no option for withdrawals using credit cards or bank transfer - only sticpay and crypto.

I was asked to make the withdrawal using crypto which i did - this withdrawal was rejected as it differed to my deposit method.

I asked how to make my withdrawal if there is no withdrawal option for credit card or bank transfer and my replies have been ignored.

When I log into my account the casino has blocked other deposit methods, so I cannot make a crypto deposit in order to have my withdrawal paid.

They have also blocked the use of slots on my account with an error message that shows they are unable to open accounts from my country. Their T&Cs show that accounts from Australia are permitted.

Using the live chat on their website is only available in Turkish not english - they do not allow the use of a translate software, it is literally impossible to receive a response to my enquiry.

Thank you for your assistance, I am not hopefully of receiving my funds after seeing other review but appreciate your help.

Dear Electrojunkie,

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. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here?

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

Thank you,

I have not made any successful withdrawals from this site, this is my first attempted withdrawal.

I can confirm that I have never used any bonus on this site, l have only played using my own funds.

Thank you for you help with this matter.

Thank you very much, Electrojunkie, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Electrojunkie for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Roku Casino for their help in resolving this complaint. We would like to ask if you could assist in the player's withdrawal attempts so they're able to receive their winnings.

Thank you!

I would like to note that when attempting to open the site today I received this message.

Thank you for your continued support.

Hi I would to note that an initial withdrawal of $100 has been recevied. I would like to keep this complaint open until the remaining funds have been paid please?

I am still yet to receive replies from the casino themself.

Thank you for your 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 Electrojunkie, could you confirm if your withdrawal has been successful? Please keep me informed about any further developments.

Hi Peter,

I have received my initial withdrawal, but nothing further from the casino nor have I had any contact from the casino. The website states withdrawal limits are $10,000 per day but any withdrawal request is simply rejected for no reason.

Have they responded to your enquiry?

Dear Electrojunkie, I have tried to contact the casino and their affiliate but was not able to get a response. I will give them 7 days to respond and if there is no word from their side I will close this complaint as "unresolved". I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach.

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 you contact the Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter