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I'm waiting to receive 1000€ since the 28-11-2022 I've already received the account confirmation email and so far I haven't received the amount.

Pending Withdrawals - Ref# 21581025

Ref # 21581025

profile.deposit-new.payment-method.IS_SEPA

Team

28 Nov 16:37:46

Sum

€1,000

Estou a aguardar receber 1000€ desde o dia 28-11-2022 já recebi o email de confirmação de conta e até agora não recebi o valor.

Pending Withdrawals - Ref# 21581025

Ref# 21581025

profile.deposit-new.payment-method.IS_SEPA

Time

28 Nov 16:37:46

Sum

€1,000

Dear LuisNunes, 

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Kristina

Regarding the part "If your account has been successfully verified, your game history has been verified" yes, it has already been done, but the withdrawal of the amount has been pending since November 28/29, the 29th was the day I received the email with verified account indication.

I will wait..

Em relação á parte "Se sua conta foi verificada com sucesso, seu histórico de jogo verificado" sim já foi feito, mas a retirada do valor está em pending desde o dia 28/29 de novembro dia 29 foi o dia em que recebi o email com indicação de conta verificada.

Vou aguardar..

Update:

I sill did not get the money and no one replay to my email. When I ask about this in the support chat they just replay saying to wait and turn off the conversation.

Pendente

Ref# 21581025

profile.deposit-new.payment-method.IS_SEPA

Hora28 Nov 16:37:46

Total €1,000

Here are the emails confirming the validation of my account and the time that I will need to waiting get the money to my bank account.

I have try to cancel the withdraw to try do get a lower amount of money but the "Cancel" button its not working. and today I can not open the Chat to ask to the support about this. I think I will not see my money any more.

It open this pop up, but after I click yes nothing happens

Hello Kristina , I know this is a free service and we have to wait, but everything is still the same. Payment has not been made and is still pending. No one responds to anything and I can't even open the support chat. Something you can do or I'll have to keep waiting. Thanks

Olá Kristina, sei que isto é um serviço gratuito e que temos que temos que aguardar, mas tudo continua na mesma. O pagamento não foi efetuado e ainda se encontra pendente. Niguem responde a nada e nem o chat do supporte consigo abrir. Algo que se possa fazer ou vou ter que continuar a aguardar. Obrigado

I'm already starting to think that I will never see this 1000€ in my account again, this Ruko Casino website is a fraud and there is a huge lack of respect for people since nobody responds to anything.

Já estou a começar a pensar que nunca mais vou ver estes 1000€ na minha conta, este website Ruko Casino é uma fraude e existe uma enorme falta de respeito pelas pessoas uma vez que niguem responde a nada.

Update - Everything is still in the same state:

Account: Check how you can validate in the image in one of the previous posts,

Withdrawal request: Pending since 28 Nov 16:37:46,

Support Chat: Chat when question turns off the conversation,

Email Support: Nobody answers,

Others: I never used a bonus, I sent the same documents as the previous month where everything went well.

Update - Ainda se encontra tudo no memso estado:

Conta: Verifica como podem validar na imagem num dos posts anteriores,

Pedido de levantamento: Pendente desde 28 Nov 16:37:46,

Suporte Chat: Chat quando question desligam a conversa,

Suporte Email: Niguem responde,

Outros: Nunca utilizei bonus, enviei os mesmos documentos que no mês anterior onde tudo correu bem.

Thank you for your reply, LuisNunes. Have you made any successful withdrawals before?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina, yes I had withdrawn €300 once without any problems.

All relevant questions are in previous posts. The most relevant is Roku casino's lack of communication with customers and the fact that they still don't have the money.

Olá Kristina, sim já tinha levantado 300€ uma vez sem qualquer problema.

Todas as questões relevantes estão nos posts anteriores. A mais relevante é a falta de comunicação do Roku casino para com os clientes e o facto de ainda não ter o dinheiro.

Hi Kristina , I think the 14 days mentioned in one of the previous posts have passed.

Taking into account that the attempt to withdraw the €1000 on Roku asino was on 28-11-2022 and I still haven't received the amount nor is there any change to my complaint, what can we do in this case?

Olá Kristina, penso que já passaram os 14 dias mensionados num dos posts anteriores.

Tendo em conta que a tentativa de levantamento dos 1000€ no Roku asino foi no dia 28-11-2022 e ainda não recebi o valor nem existe alteração á minha reclamação o que podemos fazer neste caso ?

It would be nice if someone from Ruko Casino had the opportunity to look into this complaint, as I see in other complaints casino representatives help. I don't know what to do anymore, every day I send emails but nobody responds and since 28-11-2022 my withdrawal is pending. Every day I check my email and no response I go to the Roku Casino website and everything is the same. They have online chat but I can't open it and when I talk to someone they hang up as soon as I ask about the case.

Seria bom se alguem do Ruko Casino tivesse possibilidade de apreciar esta reclamação, tal como vejo em outras reclamaões os representantes dos casinos ajudarem. Já não sei o que fazer mais, todos os dias envio emails mas niguem responde e desde 28-11-2022 que o meu levantamento está pedente. Todos os dias vejo o meu email e nada de respostas entro no site Roku Casino e está tudo na mesma. Eles teem chat online mas não consigo abrir e quando falo com alguem desligam assim que pergunto sobre o caso.

All is still on same stage - No money. no communication from Roku Casino

And he is my conversation with the Ruko team chat again today:

And after they replay again since 30-11-2022 "I'll ask them to speed things up" I was typing something in the chat and this message come:

and they turn the chat room of.

This email support@rokubet.com its like a ghost we send emails but no one replay. I just ask my self why I did not search for more info about this casino, for sure I add played in other one.

Hi Kristina any news about this ?

Still no money, no communication from Roku casino.

Thank you very much, LuisNunes, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Good morning, I already received the money last night, they sent an email with information of "Transfer refused unknown error" I made the transfer again but by NIB and after 2 hours I had the money. Thanks.

Bom dia, já recebi o dinheiro ontem á noite, enviaram um email com informação de "Trasferencia recusada erro desconhecido" voltei a fazer a tranferencia mas pelo NIB e passado 2h tinha o dinheiro. Obrigado.

Dear LuisNunes,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas