The player from Portugal has submitted documents to the casino, but is unable to connect with them via chat and is seeking further information. We rejected the complaint because the player didn't respond to our messages and questions.
RokuBet Casino - Player struggles with casino's customer support communication.
Amount: €160
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
1 year ago
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1 year ago
Translation
I've sent the documentation and the chat doesn't even work. I need information, I open the chat and I can't get past it and I can't get any account information.
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear taniamarques1988,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?
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,
Petronela
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1 year ago
Translation
I wasn't informed of anything because I can't talk to the chat or
by email or contact nothing
Automatic translation:
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1 year ago
Could you please advise how many days ago you requested a withdrawal and started the account verification?
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1 year ago
Dear taniamarques1988,
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.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
