The player from Italy is experiencing difficulties withdrawing his winnings. We rejected the complaint due to it being sports-betting related.
RokuBet Casino - Player is experiencing difficulties withdrawing his winnings.
Amount: €2,492
RokuBet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good evening, I've been trying to withdraw €2492.72 from Roku since January 31 without success. They kept telling me they were sending complaints to the payment department but nothing ever changed. 3 days ago they made me cancel the withdrawal saying that the amount was too large and to divide it into several amounts of up to €600. I split it but to date nothing has changed! They make fun of me, they say they make complaints to the department but nothing changes! No one is heard! It's 2492€ and I need it! 16 days of struggle. Help me please! The account is FULLY verified!
Automatic translation:
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1 year ago
Dear andreapoliti31,
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 better understand the situation.
Have you been advised why you can’t withdraw your winnings in installments of 600€? Is it an internal casino system issue, or it’s related to your account only? Are the transactions still 'pending' in your account?
Looking forward to hearing from you.
Best regards,
Tomas
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1 year ago
Translation
All withdrawals are still pending. Customer support doesn't give me precise reasons, it just tells me that they have difficulty sending me money to my payment methods but I don't understand why, because I'm a normal iban and a normal card. Furthermore, I also withdrew a part in crypto but obviously that too did not arrive. With cryptocurrencies this excuse cannot apply, because they do not depend on banks! They keep telling me that the payment department will send me additional info via email but it never happens. Please help me!
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1 year ago
Translation
Hi, I have an update.
the withdrawals were all refused as they told me that "I did not respect the terms and conditions of the bonus" and therefore I have to play another €1600 to be able to withdraw. But can they do such a thing? In my opinion it is very wrong!
Here is the message they sent me:
"Dear Andrew,
We thank you for your patience.
Following the checks carried out, we inform you that withdrawal requests will be canceled as the terms and conditions of play for the chosen and accepted sport bonus have been violated.
Please complete the necessary rollover in order to withdraw funds.
The odds of eligible bets at the moment are 135 EUR against the
1800 Eur of bets useful to complete the necessary game volume by respecting the betting rules provided for by the bonus.
We remind you that the bets considered eligible for the bonus rollover are:
Bet in singles 1.8;
Bet not exceeding 50 EUR;
Multiple bet 1.5 for each event;
Over/Under and Handicap bets do not count toward bonus rollover
We await your response.
Best regards,
Team Rokubet"
I can only play to withdraw so? Very incorrect!
Automatic translation:
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1 year ago
Thank you very much, andreapoliti31, for the update. As the issue is entirely related to sports betting, I’m afraid we are unable to assist you with this case.
Currently, we do not have a branch that deals with sports betting complaints. While this is something that we may do in the future, we do not have enough insight into sports betting to be able to advise you correctly. Consequently, the complaint will now be rejected. I’m sorry we can't be of more help on this occasion, but please do not hesitate to contact us if you run into any issues with any other casino in the future.
I'll send you additional resources that might be of help with the issue.
