Roku Casino - Hráč má potíže s výběrem výher.

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!

Buonasera, è dal 31 gennaio che cerco di prelevare 2492.72€ da Roku senza successo. Continuavano a dirmi che stavano mandando reclami al reparto pagamenti ma non è mai cambiato niente. 3 giorni fa mi hanno fatto annullare il prelievo dicendo che l’importo era troppo grande e di dividerlo in più importi da massimo 600€. L’ho diviso ma ad oggi non è cambiato niente! Mi prendono in giro, dicono che fanno reclami al reparto ma non cambia niente! Nessuno si fa sentire! Sono 2492€ e mi servono! 16 giorni di lotta. Aiutatemi per favore! Il conto è COMPLETAMENTE verificato!

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

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!

Tutti i prelievi risultano ancora in sospeso. L’assistenza clienti non mi da delle motivazioni precise, mi dice soltanto che hanno difficoltà a mandarmi i soldi sui miei metodi di pagamento ma non capisco perché, perché sono un normale iban e una normale carta. Inoltre una parte l’ho prelevata anche in crypto ma anche quella ovviamente non è arrivata. Con le crypto non può valere questa scusa, perché non dipendono dalle banche! Continuano a dire che il reparto pagamenti mi delle info aggiuntive via email ma non succede mai. Vi prego aiutatemi!

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!

Buonasera, ho un aggiornamento.

i prelievi sono stati rifiutati tutti in quanto mi hanno detto che "non ho rispettato i termini e condizioni del bonus" e quindi devo giocare altri 1600€ per poter prelevare. Ma possono fare una cosa del genere? Secondo me è scorrettissima!

Vi lascio il messaggio che mi hanno mandato:

"Gentile Andrea,

La ringraziamo per la Sua pazienza.

A seguito delle verifiche effettuate, ti comunichiamo che richieste di prelievo saranno annullate in quanto sono stati violati i termini e condizioni di giocata per il bonus sport scelto ed accettato.

Ti invitiamo a terminare il rollover necessario per poter prelevare i fondi.

La quota di scommesse idonee in questo momento risultano pari a 135 EUr a fronte dei

1800 Eur di scommesse utile a terminare il volume di gioco necessario rispettando le regole di scommessa previste dal bonus.

Le ricordiamo le scommesse considerate idonee al rollover del bonus sono:

Scommessa in singole 1.8;

Scommessa non superiore ai 50 EUR;

Scommessa in multipla 1.5 per ogni evento;

Scommesse Over/Under e Handicap non sono valide per il rollover del bonus

Rimaniamo in attesa di una sua risposta.

Cordiali saluti,

Team Rokubet"

posso solo giocare per prelevare quindi? Scorrettissimi!

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.