Held funds, failed fiat withdrawal recall confirmed by support

Casino: Roobet (operator: Raw Entertainment B.V., Curaçao licence OGL/2024/687/0427)

Username: < username removed >

Amount in dispute: C$50.00, Interac withdrawal, Transaction ID 3762830537

For over one month, my C$50 Interac withdrawal has been repeatedly declined. Each attempt shows as pending, then declined, with no reason given beyond "contact support."

My cashier page shows a banner stating I must enter my phone number in the KYC level 1 form in account settings (txRefId: 100520001A3762830537).

This flag has never cleared despite my continuous attempts to complete verification.

I have contacted Roobet support more than 25 times. On at least five occasions, roobet agents told me the issue was resolved and to try again. Every retry was declined again. My live chat access has also been blocked by them.

I want my money sent to me and my account closed afterwards. Roobet has been ignoring my pleads for help for a month.

Please help me

Dear AskGamblers Complaint Team and Roobet Management,

I am filing this formal complaint against Roobet for failing to process my legitimate withdrawal and for providing only evasive responses while restricting my ability to communicate with support.

Account Details:

• Username: a2503745238

• Email: <removed>

Withdrawal Information:

• Transaction ID: 3752581368

• Amount: ¥11,554.69 (CASH)

• Request Date: Around October 18–22, 2026

• Current Status shown on Roobet: “Completed”

• Official notification: Funds “usually arrive within 1-3 business days”

More than one full week has now passed. The withdrawal still shows as “Completed” on my account, yet the funds have not been received.

Prior to having my live chat access restricted, Roobet support repeatedly gave the same vague reply that the money “would arrive soon,” without providing any concrete timeline, payment reference, bank confirmation, or explanation for the delay. After multiple follow-ups, my ability to contact them via chat was blocked.

This is unacceptable. Roobet’s own system marks the withdrawal as Completed, yet the money has not been paid. Other withdrawals around the same period were also rejected without proper justification.

I have attached clear screenshots of:

• The withdrawal history showing the amount and “Completed” status

• The official notification promising 1-3 business days

• The detailed transaction page with ID 3752581368

• Previous support responses

My demands:

1. Immediate confirmation of whether the funds for Transaction ID 3752581368 have actually been sent.

2. Provision of the exact payment reference/tracking number.

3. Immediate release of the full amount of ¥11,554.69 if it has not yet been processed.

4. A written explanation for the prolonged delay and for restricting my support access.

I expect a clear and satisfactory resolution. Continued silence or further vague replies will leave me no choice but to escalate this matter through all available channels.

I look forward to your prompt action.

Regards,

Complaint

I am submitting this complaint regarding a ₹2,000 deposit made to my Roobet account that has not been credited to my Roobet wallet, even though I successfully completed the payment and the money was debited from my bank account.

On 21 September 2026 at approximately 03:04 AM, I initiated a ₹2,000 deposit through Roobet. The Roobet transaction details show the following:

Transaction ID: 3697763099

Amount: ₹2,000.00

Timestamp: 21/09/2026 03:04 AM

During the payment process, the payment provider displayed ₹1,999.75 as the amount required to complete the ₹2,000 deposit transaction. I followed the payment provider's instructions and successfully completed the payment of ₹1,999.75.

The payment provider displayed a UPI QR code, which I paid using the PhonePe UPI application.

The payment was successfully completed from my side at approximately 03:05 AM, and the amount was debited from my bank account.

The payment was made to:

Recipient: SAMIUL ISLAM

UPI ID: 99634994@pthdfc

Amount paid: ₹1,999.75

UTR: 908537425731

Payment application: PhonePe

Date: 21 September 2026

Time: Approximately 03:05 AM

However, the ₹2,000 deposit associated with Roobet Transaction ID 3697763099 has not been credited to my Roobet wallet.

Contact With Roobet Support

I have already contacted Roobet customer support regarding this missing deposit.

I provided them with the PhonePe payment screenshot and my bank statement as evidence that the payment was successfully completed and that the money was debited from my bank account.

However, I was informed by Roobet support that they could not prove that the payment was successful, despite the payment screenshot and bank statement that I provided.

I find this response concerning because the transaction has a specific UTR/reference number (908537425731) that can be used to trace the payment with the relevant payment provider or UPI/payment-processing records.

I am therefore requesting an independent investigation of the transaction rather than simply relying on whether the funds are currently visible in my Roobet wallet.

Evidence Attached

I am attaching the following documents:

PhonePe payment screenshot showing the successful payment.

One-month bank statement showing that ₹1,999.75 was debited from my bank account.

Roobet transaction details showing Transaction ID 3697763099, amount ₹2,000 and timestamp 21/09/2026 03:04 AM.

Any relevant correspondence with Roobet custome support.

The payment can also be traced using the following UTR:

908537425731

Resolution Requested

I respectfully request that Roobet investigate this transaction with its payment provider and trace the payment using the UTR 908537425731, the recipient details, transaction timestamp, and Roobet Transaction ID 3697763099.

I request that Roobet:

Credit the ₹2,000 deposit to my Roobet wallet if the payment is confirmed as received by the payment provider; or

If Roobet/payment provider confirms that the deposit cannot be credited, refund the ₹1,999.75 actually paid by me to the original payment source.

I have provided evidence from both the payment application and my bank account showing that the money was successfully debited.

I am also willing to provide any additional information required to help trace the transaction.

I kindly request assistance in getting Roobet and its payment provider to properly investigate this transaction and resolve the missing deposit.

Thank you.

Dear AskGamblers Team,

I am writing to submit a complaint regarding my account, which has been under review for more than one week. During this time, I have contacted the platform’s customer support several times, but I have only been told to wait until the review is completed.

Today, I discovered that my account has been locked. I am extremely concerned because I have approximately 2,000 USDT in the account, and I currently cannot access or withdraw my funds.

I have cooperated with the platform and am willing to provide any documents or information required to complete the verification process. However, despite waiting for more than a week, I have not received a clear explanation regarding the reason for the review or the account lock.

I am asking the AskGamblers team to please look into my case and help me communicate with the platform regarding the status of my account and the recovery of my funds.

I would appreciate your assistance in finding out:

• Why my account has been locked.
• What is causing the delay in the review.
• Whether any additional verification documents are required.
• When I will be able to access and withdraw my approximately 2,000 USDT.

Thank you for taking the time to review my complaint and for any assistance you can provide.

Kind regards,

Subject: Formal Complaint Regarding Delayed Withdrawal and Urgent Request for Assistance

On September 3, I deposited funds into my account and began using your platform after reading information online indicating that your website was a trustworthy and reliable platform.

I would like to make it clear from the outset that, for me, this has not been a simple or ordinary gambling experience. I am an impulsive gambler and I struggle with controlling my gambling behavior. As a result, when I started losing money, instead of stopping, I repeatedly deposited additional funds in an attempt to recover my losses. The scale and speed of my transactions demonstrate how serious the situation became for me.

Within approximately one hour, I wagered around $48,000. It was an extremely volatile period, with significant ups and downs, and I ultimately ended up losing approximately $1,000.

However, at this point, my primary concern is no longer the gambling loss itself. My most serious concern is that I am currently unable to withdraw my own funds.

When I attempted to withdraw my money, I received a “processing error.” I immediately contacted your live support team, and I was informed that I was required to complete a KYC verification process before my withdrawal could be processed.

I fully cooperated with this requirement and provided the requested information and documentation in order to complete the KYC process.

Despite doing everything that was requested of me, four days have now passed since completing the KYC process, and I am still waiting for my funds to be released.

What makes this situation even more concerning is that I have contacted your live support team every day, yet I continue to receive essentially the same response. I am repeatedly told that my case has been forwarded to the “relevant team” and that they are unable to provide me with any timeframe whatsoever.

If a platform is willing to accept deposits, allow users to conduct transactions involving substantial amounts of money, and require users to complete identity verification, then it is reasonable for the same platform to provide a clear explanation and a reasonable timeframe when a user attempts to withdraw their funds.

In my particular circumstances, this delay is having an extremely serious financial and psychological impact on me.

I genuinely need this money. Having my funds held indefinitely while being given no meaningful information about when I will receive them is causing me significant financial pressure, anxiety, and distress. I was already going through an extremely difficult financial period as a result of my impulsive gambling behavior, and being unable to access my remaining funds is making the situation considerably worse.

I trusted the information I found online regarding the reliability of your platform and deposited my money accordingly. It is therefore extremely disappointing that, while deposits were accepted without difficulty, I am now being left waiting for days when I attempt to withdraw my own money, without being provided with a clear explanation or even an estimated completion date.

I am therefore requesting an urgent and specific response regarding the following:

Please explain the exact current status of my withdrawal request.

Please explain why my withdrawal has still not been processed four days after completing KYC.

Please provide me with a reasonable and specific timeframe for when my funds will be released.

I have contacted live support every day, and receiving nothing more than a generic response stating that my case has been “forwarded to the relevant team” is no longer sufficient.

I believe I have the right to know where my funds are, why they are being held, and when I can expect to receive them.

For your review, I have also included below the transaction details for the Solana deposits I made:

Solana Deposits

1. Hash: 3edXwEppCD7V6ubXG7f2QVd72keU4bLGH5g2tT9Fk56yK4r9rp9Lx2aJhugyTaP4ZCaGLNSxabhdfJnxmVA2zJzg

• Amount: $1,000.69
• Timestamp: 09/03/26 11:45 PM

2. Hash: 6YEH5QxoND7xqBeyjPrApUgZsYSdgpj7isnUNqJNwsyR8nC5u8mCtxZSZpbSdC3GvApiRG2wuhgRyaX7GzEpqMt

• Amount: $2,001.31
• Timestamp: 09/04/26 12:03 AM

3. Hash: 4bApzgvoqYUPcsvhvWJU5KzqSv92U3TLWeavJyyRx7NcRmQHpahpThDr6VNoXYNgCqqt41f7Xaugg9PmF5xBgEva

• Amount: $2,002.56
• Timestamp: 09/04/26 12:05 AM

4. Hash: 3xZLgvctadAP3sGwCy7w9MqA6zuqsK8sB5cWU9KDumhg4vesXr9RCp4xighgpvgrJQQuHh4jZLsphGpPvoCfbMRy

• Amount: $4,996.36
• Timestamp: 09/04/26 12:07 AM

5. Hash: 4nZG5ABLemGVwzgLxPUT8Nehc5pmnctk8x2CCbB6B9D6PjbBigJ41zW5BU132DHJoB4hEvqEZzyDgDxmEDH8f81m

• Amount: $4,890.70
• Timestamp: 09/04/26 12:10 AM

All of these transactions represent genuine deposits made by me and can be independently verified on the blockchain.

Finally, I strongly request that this matter not be treated as merely a routine processing delay of a few days. This money is genuinely important to me and I have an immediate financial need for it. The uncertainty surrounding the release of my funds is placing me under considerable additional financial and psychological pressure.

I deposited money with your platform because I believed the information I had found regarding your reliability. At this point, I am simply asking your company to demonstrate the same level of trustworthiness toward its users by providing a clear, transparent, and prompt resolution.

Please escalate this complaint to the appropriate department immediately. I do not want another generic response telling me that I simply need to wait. I am requesting a concrete explanation of the actual status of my withdrawal and a realistic timeframe for its completion.

I respectfully request that my funds be released and paid to me as soon as possible.