The player's winnings were voided as his bonus expired. The player states that this is the fault of the casino as they had to wait so long for pending withdrawals. There was no response from the casino, so the complaint was closed as "unresolved".
RokuBet Casino - The player's winnings were voided.
Black points: 403
Amount: €1,870
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.
Unresolved
Our verdict
Uncertain case, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good morning,
I joined Roku in mid-January and unlocked the welcome bonus. I have played all the requested regame and was told that I had to replay because I had not complied with the T&Cs. I replayed everything and sent the withdrawal request. The €350 I deposited was returned to me, the others were NOT!
They blocked my account and told me they won't give me the other money because I violated the t&cs due to the fact that it's been more than 30 days since the bonus was cleared. On paper it's true, but the smart ones don't take into account that my first withdrawal request dates back to January 31st and that it took them 20 days before they told me I had to play again, and therefore it's their fault that so many days have passed . They tell me this when until last week they told me that everything would be fine (if you want I can attach screenshots). They are incorrect! Can you help me in any way? Thank you!
Automatic translation:
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1 year ago
Hello andreapoliti31,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Roku Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? What was the issue with the bonus for the first time, did you not finish the wagering or was it something else? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Account already verified. The first time they reported the problem to me around February 20th saying I didn't play properly. The last time I spoke was yesterday and they told me that they were taking away my bonus winnings, even though as I said it's their fault it took me so long.
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1 year ago
Hello andreapoliti31,
Did the casino specify which exact term did you breach? Could you please forward your communication with the casino to nikolas.b@casino.guru?
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1 year ago
Translation
The violated deadline is that of 30 days, but as I said, if I exceeded it, it's their fault because they kept my withdrawals pending for over 20 days without giving me any answers, they made me play the whole rollover 2 times and then they said they would never give me the money again. I will contact nikolas.b@casino.guru, but do I have to do it by mail or via the forum? Thank you
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1 year ago
Hello andreapoliti31,
As it is my e-mail address, please send there the evidences you have.
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1 year ago
Translation
I proceeded to send the conversation to the indicated email. I await yours.
Thank you
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1 year ago
Hello andreapoliti31,
Is it possible also to forward your betting history or not as your account is closed? Did they specify what was the issue with the wagering for the first time?
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1 year ago
Translation
Unfortunately it is not possible to forward your betting history as my account has been blocked. The first time they told me that I had not complied with the T&Cs, so they made me play ALL the rollover 2 times and then told me that time was up but as I said, time is up because they kept me suspended for 20 days a withdrawal!
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1 year ago
Thank you andreapoliti31 for the information provided so far. As we will require more details from the casino, your complaint will be now forwarded to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello andreapoliti31,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Roku Casino to join the conversation and participate in the resolution of this complaint.
Dear Roku Casino,
Can you please provide further insight into why the player's winnings have been confiscated?
Kind regards,
Adam
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1 year ago
Dear andreapoliti31,
There has been no response from the casino, I will contact them once more. In the meantime, please let us know of any developments.
We would like to ask Roku Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
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1 year ago
Dear andreapoliti31,
I have since contacted the casino via Skype and I am waiting for a further response. I will extend the timer one final time in the hope that we can find a resolution to this complaint.
Kind regards,
Adam
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1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear andreapoliti31,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
