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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!

Buongiorno,

mi sono iscritto a Roku a metà gennaio ed ho sbloccato il bonus di benvenuto. Ho giocato tutto il rigioco richiesto e mi era stato detto che dovevo rigiocare perché non avevo rispettato i T&C. Ho rigiocato tutto e ho mandato la richiesta di prelievo. I 350€ che avevo depositato mi sono stati restituiti, gli altri NO!

Mi hanno bloccato l’account e mi hanno detto che non mi daranno gli altri soldi perché ho violato i t&c per via del fatto che sono passati più di 30 giorni dallo sblocco del bonus. Sulla carta è vero, ma i furbi non tengono conto che la mia prima richiesta di prelievo risale al 31 gennaio e che ci hanno messo 20 giorni prima di dirmi che dovevo giocare di nuovo, e che quindi è colpa loro se sono passati così tanti giorni. Mi dicono questo quando fino a settimana scorsa mi dicevano che sarebbe andato tutto a buon fine (se volete posso allegare screenshot). Sono scorretti! Potete aiutarmi in qualche modo? Grazie!

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

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.

Account già verificato. La prima volta mi hanno segnalato il problema intorno al 20 febbraio dicendo che non avevo giocato nel modo corretto. L’ultima volta che ci ho parlato è stata ieri e mi hanno detto appunto che mi toglievano le vincite bonus, anche se come dicevo è colpa loro se ci ho messo tanto.

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?

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

Il termine violato è quello dei 30 giorni, ma come vi dicevo se l'ho superato è colpa loro perchè mi hanno tenuto i prelievi in sospeso per oltre 20 giorni senza darmi risposte, mi hanno fatto giocare tutto il rollover 2 volte e poi mi hanno detto che non mi avrebbero più dato i soldi. Contatterò nikolas.b@casino.guru, ma devo farlo via mail o tramite forum? Grazie

Hello andreapoliti31,

As it is my e-mail address, please send there the evidences you have.

I proceeded to send the conversation to the indicated email. I await yours.

Thank you

Ho provveduto ad inviare la conversazione alla mail indicata. Attendo vostre.

Grazie

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?

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!

Purtroppo non è possibile inoltrare la cronologia delle scommesse in quanto mi hanno bloccato il conto. La prima volta mi hanno detto che non avevo rispettato i T&C, allora mi hanno fatto giocare 2 volte TUTTO il rollover per poi dirmi che era scaduto il tempo ma come vi dicevo, il tempo è scaduto perchè mi hanno tenuto in sospeso per ben 20 giorni un prelievo!

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

A thousand thanks!

I await your news.

Grazie Mille!

Attendo vostre notizie.

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

Thank you! I'm waiting

grazie! attendo

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

Okay thanks, let's hope so!

Va bene grazie, speriamo bene!

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

A thousand thanks! I'm waiting

grazie mille! attendo

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

grazie

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