Godmorgen, kasinoet sagde, at udbetalingen er afventende, men den ønsker at være, den har været afventende siden den 28. november 2022, kontoen er verificeret, det er ikke normalt. Jeg tror ikke, jeg kan se pengene mere.
Good morning 🙂,
Well, I can see that the withdrawal is pending, when was your account verified, please?
I truly think that now you have to wait a bit.
Min blev allerede verificeret den 28. november 2022, og tilbagetrækningen blev ikke engang bekræftet. Og jeg kan ikke engang aflyse. Jeg klikker på annuller, og der sker ikke noget
Hello ruipintoamt, today it's only been one week since you requested the withdrawal. I would stay patient now and wait how things will develop. It's possible that the casino can have some short technical issue etc. In case you waiting more than two weeks, don't hesitate to contact us again. Have a good day.
Min blev allerede verificeret den 28. november 2022, og tilbagetrækningen blev ikke engang bekræftet. Og jeg kan ikke engang aflyse. Jeg klikker på annuller, og der sker ikke noget
Hello there,
allow me just one more question: Did you take any bonus in the meantime?
Usually, the casinos don't allow players to submit the withdrawal when some bonus is active and the same sometimes goes for the cancelation, just an idea, though.
I would ask the casino regularly - let's say once per day - about the progress, be kind, but persistent.
Der er ingen aktive bonusser, og jeg har heller aldrig aktiveret dem.
Ok, I thought as much, still felt it would be good to ask.
Any progress with the reply? I guess that you've tried this already:
Jeg har sendt over 20 e-mails og intet svar.
I checked your most recent complaint reply and found the answer to my previous question. The casino wanted you to change the withdrawal method hence you were asked to cancel the withdrawal.
That is truly unfortunate that you can't do that on your own. 🤯
Sadly, if the casino stays silent, we can only wait now.
Jeg lavede en hævningsanmodning på 1000€ den 28-11-2022, samme dag som jeg modtog en e-mail med information om, at jeg skulle sende dokumenter, jeg sendte den og dagen efter fik jeg endnu en e-mail, der sagde, at kontoen var aktiv, som aldrig mere modtaget beløbet jeg kontaktede support, som fortalte mig, at jeg ville modtage beløbet inden for 2 til 3 dage og indtil videre intet, de svarer ikke på e-mails og i chatten når de bliver spurgt, lægger de på.
Jeg havde allerede taget andre værdier før uden problemer.
Det er latterligt.
Det nytter ikke at kontakte deres support, fordi de ikke reagerer på noget.
Jeg venter også på at modtage 1000€ siden 28-11-2022 og med en verificeret konto.
Hello,
sorry to step into this, but according to the other player's concern, I'd like to know, whether you are in contact with the casino. Are you?
Ask the support about the address if you have the chance, so you don't have to worry.
What seems to be wrong with the address anyway?
I find it very interesting that now there are 4 players from Portugal complaining about the verification and withdrawal. Is it a coincidence? Keeping the details in mind, I would speculate that there are some local issues with payments - well, my guess.
Lokale problemer siden 28-11-2022? Siden denne dato, hvor jeg har min udbetaling afventende og kontoen verificeret, giver det ingen mening, derudover er det en mangel på respekt for kasinokunderne, som er dem, der giver dem penge for ikke at svare på noget siden den dato, og stadig nu kan ikke engang spørge om noget i supportchatten, der ikke engang åbner for mig. Dette casino er et fupnummer, og jeg læste endda i et tidligere indlæg, at nogen fra Roku casino sagde, at kundetilfredshed er en prioritet. Det kan kun være en anekdote.
Jeg har aldrig haft dette problem i noget andet casino, og hvis jeg havde et problem, talte jeg med supporten, som løste situationen. I dette tilfælde svarer Roku Casino ikke på e-mails, hvis du stiller spørgsmålstegn ved min situation i supportchatten, slår de chatten fra, og vi har været på dette siden 28-11-2022 og ventet på at modtage mine 1000€.
Forresten, at deponere komplicerer de ikke noget...
I'm afraid we need to wait for how you complaint is going to develop. I only hope we'll be able to help and you'll eventually get your winnings even after the long waiting period.
Hey, I'm having issues with Roku verifying my documents and proceeding with the withdraw.
Is there anything we can do to accelerate this process? It has been more than 72h without an answer. They have declined my first documents but the support answers look like an automated bot as they do not make sense.
I have deposited more than 500€ but have 6000€ pending.. I guess they will just ignore me. Any similar experience?
Hello ricardoleite, I am afraid we are not able to make the process faster. Be aware that Casino Guru gives casinos 14 days to verify player's account and proceed the withdrawal before we intervene in the case. In case you struggle longer than two weeks, then we are here happy to help. I would stay patient now and try to finish the KYC first. Please keep us informed . Thank you
Sounds good, I’ll keep you posted. Thanks for the help!
You are welcome.
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