Roobet Casino - Player claims that payment has been delayed.

On date of 09/18/2024 ROOBET Signed up AyeZee and they offered bonus deposits on their e-mails, i received a 50% Bonus deposit based on my deposits and wager, i deposited amount of $12,700 i was supposed to receive the amount of 6,300 as a bonus that i could gamble or withdraw based on my needings, after i lost the amount i wanted to get my bonus but they told me i would have to do KYC, after i did KYC they told me i should of had the KYC before the bonus and since i completed it after i cannot claim it!? this is really hurting me, i never thought i would get scammed by such a big casino ! Please make this right for me and help me out guys ! I have all the proofs and evidence

Dear DarionTheLion,

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

Dear DarionTheLion,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear DarionTheLion,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.