Roku Casino - A conta do jogador foi bloqueada.

Good afternoon,

I signed up for this bookmaker and made some deposits, roughly 2500 euros in deposit, managing to reach a value of around 8200 euros, I check the account and try to withdraw.

What is my astonishment that my account is blocked and they say they are going to close it due to account duplication.

Which is completely impossible, as I only use it on my home computer, I've never opened another account before and I don't even have gambling friends who frequent my house.

They just tell me that I have a duplicate account and they don't explain why to claim this situation, because it is completely impossible.

As soon as I won some relevant amount and tried to withdraw, they closed my account, this is a scam.

Boa tarde,

Inscrevi-me nesta casa de apostas e fiz alguns depósitos, sensivelmente 2500 euros em depósito, conseguindo chegar a um valor de cerca de 8200 euros, verifico a conta e tento fazer levantamento.

Qual o meu espanto que minha conta fica bloqueada e dizem que vão encerrar por duplicação de conta.

O que é de todo impossível, pois apenas uso no computador de minha casa, nunca abri outra conta anteriormente e nem tenho amigos apostadores que frequentem a minha casa.

Apenas me dizem que tenho conta duplicada e não me explicam o porque de alegar essa situação, pois é de todo impossível.

Assim que ganhei algum valor relevante e tentei retirar, encerram a minha conta, isto sim é burla.

Dear davidovich919,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

Additionally,  if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good morning,

what i did with regards to KYC, was to send the requested documents, i was told everything was fine.

I selected the first deposit bonuses yes, but I fulfilled the associated rollovers.

They are claiming that I opened several accounts which is not true, tell me what other account did I open? Prove that I opened another account.

I discovered your house a very short time ago and that's when I started playing, isn't it true.

What accounts do I open the most? I would like to know, there are no

Boa dia,

o que fiz em relação a KYC, foi enviar os documentos pedidos, disseram-me que estava tudo bem.

Selecionei os bónus de primeiros depósitos sim, mas cumpri os rollovers associados.

Estão a alegar que abri várias contas o que não é verdade, digam-me que outra conta é que abri? Provem que abri outra conta.

Descobri a vossa casa à muito pouco tempo e foi aí que comecei a jogar, não é verdade.

Que contas abri mais? Gostava de saber, não existem

Thank you very much, davidovich919, 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.  

Hello davidovich919,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a Roku Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Roku Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

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.

Dear davidovich919,

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 that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas