HomeComplaintsRoobet Casino - Player’s withdrawal request is delayed.

Roobet Casino - Player’s withdrawal request is delayed.

Amount: $1,504

Roobet Casino
Safety Index:Above average
Submitted: 10 Nov 2024
Case opened Current status

Waiting for player to reply

6d 21h 4m 21s

Case summary

2 hours ago

The player from Russia deposited a total of 800 dollars, reaching a balance of 1,504 dollars, but faces difficulties withdrawing 400 dollars. After sending selfies with identification to the casino, the player receives no further communication, with support unable to provide any timelines.

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1 week ago

Hello. 

I registered in this casino quite recently, made 2 times deposit totaling 800 dollars. Later on my balance became 1504 dollars and I wanted to withdraw 400 dollars, and the rest of the balance to leave for further games. But I could not do it, when filling out the application for withdrawal of funds wrote to me to send selfies with my document in the chat, I did it in just a few minutes. After that I stopped responding, or say that the photo is transferred to the appropriate department, from which there is absolutely no news. 

The support on the website doesn't tell me about deadlines, they just keep telling me to be eager. Please help me in this matter. 


Translated with DeepL.com (free version)

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1 week ago

Dear BodashAnastasia,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

  • Have you been informed what specifically seems to be a problem in verifying your account?
  • Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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

Best regards,

Petronela



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1 week ago

My account is fully verified, I saw I needed to do this when I registered. I sent all the documents and passed the verification. 

And now I can't withdraw my funds, they don't give me any deadlines.

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1 week ago

Hello BodashAnastasia,

  • Could you please let us know when you requested the withdrawal?
  • Were your winnings accumulated with or without an active bonus?
  • What types of games have you been playing (live casino games, slots, or sports betting)?

Thank you.


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2 hours ago

Dear BodashAnastasia,

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.

BodashAnastasia has 6d 21h 4m 21s to reply

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