Roobet Casino - Player experiences deposit issue with Roobet.

I have made a deposit with bank transfer using Roobet's payment provider Etpay (using Spei system, instant transfers), the payment was deducted from my bank account but the deposit was never credited to my Roobet account, I have contacted live chat that said they are taking a look at it with their payment team, they sent me a message saying Etpay asked for proof of payment, after sending proof of payment the only thing they said I should do was wait, 4 days later and many messages and emails back and fourth the only answer was please be patient and wait for our payment team to reply.

I can't understand how one of the biggest online casinos in the world are letting a player wait for 4 days for an answer from a so called team that are looking into the matter but in fact there is no one to talk to (yes I did send an email to cs@roobet.com and support@roobet.com and did get compensated for the inconvenience) but with all due honesty you are currently abusing your force against a player that cannot take any action against your big corporation.

The only thing I would like is to be acknowledged and this matter to be resolved, I'm playing at Roobet for almost a year and wagered more than 600k dollars in bets, it makes me sad that a $200 deposit is going to part ways between us but on the other hand this could of been dealt with so much more professionalism and customer care.

Thank you

Guy.

I can of course supply proof of payment, deposit ID and any other information required.

Dear Guyharel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Thank you for the quick reply.

Contacting my payment provider or in this case my bank is not going to help in this situation on the count that it was simply paid, I provide Roobet with proof of payment as they asked but it doesn't lead to anything but "wait for a response from the payment department".

Once again just a disappointing situation that can only be resolved with pressure from my end that is currently not leading anywhere.

I hope this will get resolved soon.

I would also like to warn people who are reading this and using Roobet, when you'll have an issue of this sort bare in mind, you have no one to talk with.

Hello,

We would just like to inform you that this was resolved with the player.

Dear Guyharel,

Can you please advise if the issue has been really resolved with the casino and how exactly?

Yes it has been resolved, I would like to take advantage and let Roobet know that it has been treated very unprofessionaly and the time was not mannerly at best, I understand that you probably work on hundreds if not thousands of cases but I also feel that without me applying pressure this would of taken weeks.

Thank you Roobet and Casino Guru.

It was resolved when the payment provider refunded the money to my bank account.

Dear Guyharel,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru