Roobet Casino - Player believes that their withdrawal has been delayed.

Hello,.

10 days ago, I tried to withdraw 1200 USD. I never had problem with my account (had 2 level of verification of my account), I always deposited and withdrew all the money I wanted. When I tried to withdraw the 1200 USD, it wasn't working. I asked the support what to do and they answered me that I needed to do the level 3 verification of my account. I sent the documents to verify it and they said that it should take 3 days to be confirmed. During theses 3 days, I played with my 1.2k and turned it into 5000 USD. When my documents got approved, I still wasn't able to withdraw my money. I asked the support again and they said that now they need some proof of funding (paycheck, benefits of crypto, etc). I sent them directly my payslip and the support said that they was sending it to a team who will review it.

Now, it's been a week and I still can't get news about my documents and why I can't withdraw anymore. The support answer me everytime that they can't help me and my account is still getting reviewed.

I feel like I'll never be able to withdraw anymore, I feel like I am gonna get scammed. I never had problem with my Roobet account because I'm always sending the right documents and sending real informations about me.

Weirdly, the first time I have a problem with withdrawing my money, it is when my amount of cash withdraw become higher than then the amount of money deposited ! (this is why I feel I'll never be able to withdraw)

Dear wobii,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The problem isn't that my withdrawal isn't getting accepted, it is that my account got DISABLED (for no reason btw) and the function of withdraw and tipping got disabled. Weirdly, there is no problem to deposit and bet, but I can't withdraw and tip, this isn't normal I think.

Thank you for your reply, wobii. Could you please clarify when exactly you made your last successful withdrawal? Approximately how many days did it take to be processed?

Do I understand correctly that the casino has not yet approved your payslip?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here in this thread.

Hello Kristina,

To start, my last withdraw that didn’t failed was on August 4th. Approximatively, it takes 1min to be processed and accepted.

After that, in the history of my account, it says that my first failed withdraw was on August 7th. This is not true because the first time my withdraw failed was on August 5th(because this is the date where I asked the first time the support why I wasn’t able to withdraw) : ->

After that, they answered me that I had to level 3 verif my account, and I did it. Unfortunately, I wasn’t still able to withdraw as we can see here : ->

I wasn’t very comfortable with sending a payslip to people I don’t know, but I still did it because I really wanted to withdraw my money : ->

After that, till today, there is no news for my account and they keep saying me the same answer : ->

I hope I sent you the right things and thanks for your help !

Wobii

We can close the complaint, they let me withdraw without notifying me that my account was good now.

Awesome news, wobii. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.