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I would like to file a complaint about my case with Roobet.

I have been trying to verify my account since the 20th so I can withdraw my balance, but the platform simply does not accept any of the documents I upload. My balance is being held and my account is blocked from withdrawals.

I have already submitted several documents to prove my income and source of funds, including payslips, payroll documents, DECORE, income tax filing receipt, income statements, bank statements, a company balance sheet showing my name as a partner, as well as photos and PDFs of the documents. Even so, everything has been rejected.

What is most frustrating is that I submitted my original payroll document, showing my full name, date, amounts, signature, and clear information, but they still did not accept it. They do not clearly explain the reason for the rejection and keep asking for new documents, even though many of the suggested documents are almost impossible for an ordinary person to provide.

I have been trying to solve this for days, but the verification process feels impossible. Meanwhile, my money remains locked on the platform. I only deposited, played, and tried to withdraw, but now I am unable to access my own balance.

I ask Casino Guru to review this case, as I believe it is unfair for Roobet to hold my money while repeatedly rejecting valid and official documents that I have submitted.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Rainesk,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account, and this seems a bit too much.

To help us investigate and expedite the process, could you please provide the following details:

• When did you send the last document?
• Has the casino approved any of your documents, or have they all been rejected?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hi Kristina,

I sent my latest document a few minutes ago, and as usual, it was rejected.

The casino has 4 verification steps:

Personal details

Identity/passport verification

Address verification

Source of funds verification

Everything was accepted up to Level 3. The problem is only with Level 4, which is not being accepted at all.

From what one of the operators mentioned before, it seems they said my payroll document looked very similar to templates found online. But I am from Brazil, and it is important to understand that these documents are practically standardized here. The layout is almost the same for everyone, with only the personal information and some details changing.

They are probably assuming the documents are fake, but they are not.

One important detail is that I am Brazilian, and my Roobet account is also registered in Brazil.

Apparently, in my first message, it may have looked like I was from India, because I used ChatGPT to write it and did not notice that mistake before sending it.

I want to clarify that my account, my documents, and my source of funds are all from Brazil.

Hello,

We hope this message finds you well. We have confirmed that all of your KYC documents were accepted. However we are also writing to inform you that, effective immediately, depositing and withdrawing with FIAT methods will no longer be possible.

We understand that this change may come as a surprise, and we apologize for any inconvenience. However, this decision was made after careful consideration.

What does this change mean for you?

You can only deposit, play and withdraw with any Cryptocurrency method.

Once again, we apologize for any inconvenience this change may have caused and appreciate your understanding.

Best regards,

Roobet

Hello everyone,

Thank you both for your replies.

Rainesk, can you please check the casino's last message and let me know if there is anything else we can help you with? Thank you for your cooperation.

Dear Rainesk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru