Roobet Casino - Player's withdrawal is delayed due to wallet verification issues.

I have had account since 2021 and no issues playing, deposits, or withdrawals. I stopped using account till recently and got max win off of a $300 deposit I made with on moonpay thru roobet website. I sent all 4 levels kyc verification and its been over 2 weeks. They now want proof of wallet ownership of all deposits made since account was created. I do not have access to most of those as they are wallets i dont have anymore and platforms i no longer use. It says right in the safety notice on roobet support emails that they will never ask for crypto addresses and when I asked about this to them they stopped responding. I message live support on site they read message then mark as unread and i have screenshots to prove this as well. I have sent all the verification docs requested and this is not fair to me as the playere wagering over 13 million usd and cannot make any withdrawals. Please help

Dear frankienuts,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Please provide the specific dates when you stopped using your account and when you started using it again.

Also, have you made only one deposit since you started using your account again?

Furthermore, have you completed the verification process for your wallets before?

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

Best regards

Veronika

I made account on my birthday 2/1/21 and used account until 10/14/21 with no issues deposits and withdrawals. I stopped gambling on site for a while and started again on 04/16/24. I have done (39) deposits since then with no issues using multiple wallets some of which i no longer have. I never was told that I have to complete any verification process and had no issues taking thousands of dollars out so had no questions. I got a max win and withdrew 8000 usd no issue at the beginning of this situation. Upon winning I tried another withdrawal of 10k and it was pending for over a day and when I reached out they said I need to complete verification and cannot withdraw until done. When I went to upload information I noticed the level one had my friends name that help me make account and have never seen the page before so i put my information in and continues to upload for levels 2,3,and 4. I submitted all level docs and support would not respond to any messages and lasted over 2 weeks. I finally made a new email to email support they responded to the new one and said that I need to provide proof of ownership on every deposit ive made since creating account which is impossible. Now again I cannot reach support and had to resort to casinoguru as chat on roobet told me to come here for help. thank you

roobet now wants me to provide proof of every deposit since account was created although it says right on their safety notice on site that Roobet will never ask crypto addresses. That is 280 deposits they want me to show proof that I made . I barely can send email on computer let alone find crypto information from over 3 years ago. I sent them proof of the most recent deposit of 300$ that I was able to get the max win on and run the balance up to 600k at one point. This is when I reached out to roobet and after them taking over 2 weeks i lost more than half before contacting casinoguru. Not fair to player to let gamble during all of this but cannot take 1$ of winnings even though was no issue in prior sessions.

You mentioned that "When I went to upload information I noticed the level one had my friends name that help me make account."

Do I understand correctly that you submitted your friend's name to your casino account?

Do I understand correctly that your account has never been fully verified, although you made several withdrawals from this casino in the past?

I didn’t know how to make account my friend helped create for me and I used for many sessions doing deposits and withdrawals without verification. That is why I never knew to change to my name until Roobet asked me to submit more documentation and I noticed so changed to my name. The Roobet account has let me withdraw many times and never had issues until I got max win of $240k then locked my account asking for verification. I now have gambled the majority of my balance on site since they locked withdrawal but not wagering capabilities but still want my account unlocked and verified as I have sent everything required and had this inconvenience on top to deal with.

I have checked the Terms and Conditions, and this is what I found:

4. USER ACCOUNT

Registration

4.1. In order to use any of the Services on the Website, You must first register an Account. Registration can be done by filling out and submitting the registration form available on the Website.

4.2. When filling out the registration form You must enter all mandatory information requested into Your registration form, namely Your, Name, Date of birth, Address and E-mail.

4.3. Where the information stipulated in 4.2. is not provided and/or is not deemed to be complete, and/or accurate, We will not be able to process your application and you will not be able to open an Account.

I am sorry but submitting your friend's name during registration was a breach of the casino's policy. You should always register and play under your own name, deposit with the payment methods belonging solely to you, and provide your own ID documents for verification. Since the account was registered in your friend's name, we are unable to help you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.