Roku Casino - Withdrawal of player's winnings has been delayed.

i started playing immediately after joining the casino and i immediately won 1000 euros. day 2 november i withdrew them. the next day i contacted the casino because they were always pending. after two days my withdrawal was canceled, i presume because the card from which I made the payment he could not receive that kind of transfer ... so with the money in my account I replayed and I won 1500 ... I re-made a deposit with a new Iban (which in practice accepts extra sepa transfers) .. ..they do not respond to assistance ... they do not respond to emails. .. the few times someone is present at the live chat tells me to wait. .. this morning I rewrote ... I am attaching a copy that the email was not delivered ... absurd

Dear beretta,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear beretta,

Have you received your withdrawal from the casino yet?

hi, unfortunately I have not received the money and even less a cashback ... because after 10 days I replayed the money ... but I no longer paid on this site ... what is the point of paying to win ... and then you don't we access the money ... then the assistance is bad ... in the sense that we have up to 2 hours a day ... and not every day ... I would be tempted to pay again ... but I'm a little afraid. ..thanks for the answers and for your interest...in any case I don't recommend it as a site

Thank you for your reply, beretta. Do I understand correctly that you lost all winnings you initially wanted to withdraw?

yes a huge disappointment roku casino ... after 10 days it is normal to replay the winnings

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.