The player from Portugal had reported that he had deposited funds into the Roku application twice, but the funds did not appear in his casino account and were not returned despite the casino's promise to handle the issue urgently. We had advised the player to contact his payment provider for an investigation and to refrain from making further deposits until the issue was resolved. We had also requested the receipts of his transactions. However, due to the player's lack of response to our messages and questions, we were unable to proceed with the investigation or provide potential solutions. The complaint was therefore rejected, but the player retained the option to reopen it in the future.
RokuBet Casino - Player unable to access deposited funds.
Amount: €20
RokuBet Casino
Safety Index:LowSafety Index
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3.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
I deposited money twice into the Rokubet application, but the money never showed up in the account for use. When I spoke with the chat service, they informed me that they would urgently forward my case to their department for immediate handling. Unfortunately, to date, they have yet to return my deposits from the two transactions.
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11 months ago
Dear Rafaelodc,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if they were your first deposits in this casino?
- Please forward your payment receipts to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
Translation
It's a scam. I deposited the money and it left my account and did not enter the application.
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11 months ago
Translation
I have the receipts and it has been more than 78 hours and still nothing, one of them has been 4 days since I made the deposit and until now? ANYTHING
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11 months ago
Please forward your payment receipts to petronela.k@casino.guru as requested earlier.
Thank you.
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10 months ago
Dear Rafaelodc,
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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10 months 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.
