Roku Casino - O jogador está lutando para concluir a verificação da conta.

The verification has not been completed, I have already sent several messages to the chat, and to the support by email, and no one responds, I have also made a withdrawal and it is always cancelled, I need your help.

A verificação não foi concluída, ja mandei várias mensagens para o chat, e para o suporte por e-mail, e ninguem responde, ja fiz tambem um levantamento e o mesmo é sempre cancelado, preciso da vossa ajuda.

Dear fabiom2015,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

they have been there for at least 1 month to verify

eles já estão á 1 mês pelo menos para fazer a verificação

it's funny that they didn't need that much time to deposit, they left it right away

é engraçado que para depositar não precisaram de tanto tempo, deixaram logo

And they have a chat that never has anyone available, I'm starting to think this casino is a fraud

E teem um chat que nunca tem ninguem disponível, começo a achar que este casino é uma fraude

Thank you very much fabiom2015 for your reply. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I still do not receive my withdrawals, if so what should I do to claim the money ??? Is reporting to the police an option?

continuo sem receber os meus levantamentos, se assim continuar o que devo fazer para reclamar o dinheiro ??? fazer queixa na policia será opção?

4 withdrawals accepted and no money in the account, it's been 4 days waiting.

4 Levantamentos aceites e nada de dinheiro na conta, ja faz 4 dias á espera.

I would like someone to help me, no one is answering me, I still have almost 200 € to receive from casino roku

Gostaria que alguem me ajudasse, ninguem me está a responder, continuo com quase 200€ por receber do casino roku

Dear fabiom2015,

I am so sorry to hear your withdrawal hasn't reached you yet. 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 state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

I still haven't received the money, it's been 2 weeks and nothing.

Continuo sem receber o dinheiro, ja se passaram assim 2 semanas e nada.

I don't understand why I haven't received it yet, the account is confirmed and they don't pay me, I would appreciate your help

Não percebo o porque de ainda não ter recebido, a conta está confirmada e não me pagam, agradecia ajuda de vocês

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.

Thank you Stefan, continued without receiving the money.

Obrigado Stefan, contínuo sem receber o dinheiro.

Finally paid Thanks for the help of casino guru.

Já pagaram, finalmente, Obrigado pela ajuda do casino guru.

I want to close the complaint as resolved.

Quero fechar a reclamação como resolvida .

Dear fabiom2015,

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,

Stefan