RuBet Casino - Pelaajan kotiutus on viivästynyt.

Rubet has not paid me €400 for 8 months. I registered on this site in the fall of 2024. I made deposits of around €500 and played for about 2 months, and I submitted a withdrawal request and to this day I have not received the amount.

Dear Player,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Is your account accessible? Can you log in?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support regarding the delay?

Thank you very much in advance for your reply.

Best regards,

Tomas

I have not withdrawn from this casino. At first I made deposits of 100 euros which I was losing, and on the 5th deposit luck smiled at me and I raised them to 1100 euros, and then I made a withdrawal of 400 euros. I passed the KYC check and my account was verified. The account is still accessible. I have not received any bonuses. When 1 month passed I contacted the live chat and asked them if I would receive my withdrawal, and they told me (of course you will). After the second month I contacted again and they told me that I just have to wait, and so on every time. The last time they told me that the account is still being checked by the security department.

Не съм теглил от това казино.В началото правих депозити по 100 евро които губех,и при 5- ият депозит късмета ми се усмихна и ги качих на 1100 евро, и тогава пуснах теглене от 400 евро.Преминах KYC проверката и акаунта ми беше верифициран.Акаунта е все още достъпен.Не съм взимал никакви бонуси.Когато измина 1 месец се свързах с лайв чата и ги попитах дали ще си получа тегленето,и те ми казаха(разбира се че ще го получиш).След вторият месец пак се свързах и те ми казаха че просто трябва да чакам,и така всеки път.Последният път ми казаха че акаунта все още се проверява от отдела за сигурност.

Dear vesbay19,

Could you please share with me your communication with the casino regarding the delay and investigation by the security department?

Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hello. Since I didn't have any screenshots of the live chat until now, I contacted them again today to do so. I also have a few emails that I will send to the above email. I don't use a VPN, I've only logged in from other devices.

Здравейте.Тъй като нямах досега скрийншотове на лайв чата днес пак се сврзах с тях за да направя.Имам и няколко имейла които ще изпратя на горепосоченият имейл.Не изполавам VPN само съм влизал от други устройства

Thank you very much, vesbay19, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 vesbay19,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite RuBet Casino to join the conversation.

Dear RuBet Casino,

Could you please clarify why the player's game log verification has still not yet been completed? When will the player receive the remaining €400? The long time that this already took is far from the effective and transparent process we expect from casinos. I'm looking forward to your response.

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 vesbay19,

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 their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru