The player from Portugal has been blocked since she failed a call verification. The complaint was rejected because the player didn't respond to our messages and questions.
RokuBet Casino - Player hasn't passed the verification.
Amount: €2,000
RokuBet Casino
Safety Index:LowSafety Index
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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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Goodnight
I signed up recently at the Rokubet casino, this past weekend I managed to get €2,000 in the games and asked to do the withdrawal where I walked for 3 days to gather documentation because they were asking little by little and always with obstacles to validate my account and the last one they asked me for my bank statement (here I found it strange because I had already submitted my bank's header also to confirm my residence). It turns out that finally today everything was validated and confirmed by the casino team. Then I asked for the survey through my page and they said that it could only be 1000 a day and today in the late afternoon a man speaking Portuguese called me saying that before the survey I would have to answer some questions, and that it was one of the casino's requirements, like, what games did I get this prize, how much money I had deposited to get the prize, and what payment method do I make the deposits, where I replied that it was through an ATM and that I didn't know well the deposit amounts, because I wasn't at home where I could consult my casino page, I couldn't answer him exactly, I said more or less the amounts I usually deposit and that then they would answer me where I would be evaluated by the answers, as if If it was a CONTEST (I say), then the answer was this, which I step below and they even blocked my account with a prize of € 2000.00 to receive. I presented all the documents, the account I opened in that casino was mine alone in my name Dória Picanço. How can I get my prize back? Thank you and I look forward to your reply.
Pati Wed, 07/20/22 5:58 pm Dear Doria,
Kindly note that verification call wasn't passed. You didn't know response to general questions as owner of the account. You should have used this Website and your Account solely on your own behalf.
Best Regards,
The Rokubet Team
Automatic translation:
Public
Public
2 years ago
Dear DPicanco,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that your documents have been approved, however you didn't pass the call verification? Are you aware of any mistakes that you could have done during the call?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
