RuBet Casino - Player's withdrawal has been delayed.

Hello

I made a deposit on this site on 23.08.2023 and made a sports bet and won $400. On 24.08.2023, I made a withdrawal, but they returned it and asked me for documents.After a few days, I asked them how the account verification process is, and the support team told me that you can request a withdrawal. I made a withdrawal request, but so far it has been either rejected or suspended.By doing this, they made me play and lost my winnings. Now there is only 80 dollars left, which I last requested five months ago.But no payment has been made so far I have access to my account and the support team is responding. They say you have to wait!How long should I wait? I really don't know what to say. It seems they are definitely a scam project. Pictures are attached .

thanks

Dear bred4345,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with your withdrawal.

To better assist you, could you please provide some additional information:

• What specific documents were requested for your account verification, and have you submitted them?
• Have you received any explanations for the rejection or suspension of your withdrawal requests?
• Can you clarify how many withdrawal requests you’ve made since your initial request on 24.08.2023?
• Could you forward any relevant communication with the support team regarding this issue? My email address is petronela.k@casino.guru.

Your cooperation is essential for us to proceed with this case and find a resolution. Without your input and the details requested, we won't be able to effectively address your concerns.

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

Hello bro

What specific documents were requested for your account verification, and have you submitted them? They asked me for my passport, a selfie with my passport and a utility bill, which I sent to them.

Have you received any explanations for the rejection or suspension of your withdrawal requests? They give different answers, once they say that the account verification has not been completed, another time they say that the withdrawal request is under review and so on.

Can you clarify how many withdrawal requests you’ve made since your initial request on 24.08.2023? I made a withdrawal request 5 times in total, which was rejected four times, and only the withdrawal of my last payment is left, which is also pending.

Could you forward any relevant communication with the support team regarding this issue? No

Thank you very much, bred4345, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you bred4345 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RuBet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter