Complaint #115 Roobet Casino

RooBet Casino - Money taken from account

By swalke52

5 years ago

On 18th September I deposited to Roobet a total of 1071.49USD via Bitcoin (Attached as Image 1) and won a total of 3179USD. I decided to withdraw the funds of 3179USD from my account.

When I went to withdraw it popped up on my Roobet Account that I had two factor authentication enabled on my account however I had not set this up. I immediately at the time within 30 seconds of noticing this contacted live chat, I spoke to someone called Ellie on live chat (Attached as email 2 with transcripts) please bear in mind that I live in Greece as per my account and their time zone is different - I am not sure what time zone they use but it is 6 hours behind me. In the email from the transcripts you will see that in my time I spoke to them at 14;46pm and in their time it was 8:46am. In the transcript you will see that I had queried why two factor authentication was set up on my account without my knowledge. They asked for proof of my last 3 deposits. In my opinion they should have immediately identified that something was wrong and should have done more to protect my account. I had sent these images to prove my identity at which the agent then confirmed as fine and that she would take some time to verify. In between me finding the deposits of my last 3 crypto deposits and screenshotting them and sending them to the chat agent someone logged into my account and place 2 bets on "Crash" One was at 08:49 and the other was also at 08:49. This was all during the time that I was in direct contact speaking to live chat as you can see from the transcripts I queried why the agent I was speaking to had removed money and that is when I was informed by her that I had placed these two bets whilst speaking to her. Details of these bets are contained in "Image 2"

She confirmed it looked like my account had been hacked and subsequently by checking the IP addresses of who had logged into my account could see that there was people in my account from Japan and Canada "Image 3" I am based in Greece and you can see my correct details as one of the other ones that are logged in.

I have also attached the email communication that I have had with them thus far, however supplying all of this evidence clearly shows that 1) someone else was logged into my account at the same time as I was logged into Greece. An immediate flag should have been evident here as how can I be in 3 countries at once. 2) I was talking to the live chat agent whilst all of this happened 3) I had never placed such a large bet on that type of service before certainly not 3000USD+

Given what I believe should have happened is as follows:

1) - When I flagged to the chat agent the I never enabled two-factor authentication they should have immediately suspended my account as it was evident someone else had done this.

2) - IP locations should have been reviewed to clearly show that It is impossible for me to be logged into one account from 3 different countries at

I hope the evidence I have supplied and the further details allows you to now take this matter up with the Casino given all of the extensive evidence I have submitted and time spent writing this.

Disputed Casino Roobet Casino

Reason Other

Amount $3197

Discussion

swalke52

• 1 reviews

4 years ago

Dear Roobet Casino,

Thank you for the response.

It is extremely disappointing to be quoted terms and conditions again in a reply. I continue to question the main points that I listed above specifically at being told I was Confused/did not know what 2fa is. I am fully versed in multi-factor authentication solutions. It is evidently clear that the casino on this occasion is unwilling to find a mutually agreeable solution to the experience I have had. A Goodwill offer or a refund on my deposit would have resolved this matter and avoided these challenges being highlighted in a public manner.

I continue to question how my email got leaked as whoever hacked my account must have got hold of my email address as a customer of Roobet, I also continue to question why my account was not temporarily suspended when I highlighted I did not set up 2fa. Using your own arguement here you consider it my responsibility to have access to my account, therefore why was additional verification required when you only offer live chat if you are logged in to your account, so quoting your terms and conditions you would have made a fair assessment that I was already verified when starting a live chat.

As this matter appears to not be able to get a mutually acceptable solution I have no choice but to ask the AskGamblers team to close this complaint as "Unresolved"

I have also done additional research whilst waiting for the casino response in this matter and note that there are 7 online reviews/complaints on the internet relating to the same issue.

I do not consider the matter closed on my side, I have now done all I can outside of the official complaints process and will now proceed to escalate to the relevant gaming authority.

Ask Gamblers team - thanks for attempting to resolve through a mediation approach.

Roobet Casino

• Representative

4 years ago

Players regularly set up 2FA, perhaps it being the first time they have every used 2FA, and are confused the next time they log in, or the next time it is required of them on withdrawal or tip, regarding what it is and we advise them that it is the code being sent by the application they set 2FA up with (Authy, Google Authenticator, etc). The customer in this case did not seem panicked about the existence of 2FA on their account, and instead seemed generally confused much like other customers we encounter. We are not in the habit of locking customer accounts over confusion about 2FA, that would result in the locking of many legitimate customer accounts and inconvenience as well as general friction for our customers.

Additionally, we would never take action against the account prior to confirming the identity of the user. These are security precautions we are liable for, whether it is locking the account, removing 2FA, etc, we have a extensive process to ensure we are talking to the actual owner of the account prior to doing anything for the person reaching out claiming to be the owner of the account. In this case, the customer's funds were lost very shortly after we completed the steps of confirming their identity, so before we would have locked, or removed 2FA, etc.

Furthermore, I want to stress that we have accused this customer of nothing. It is a matter of fact that either they, or someone with access to their account, placed the wager in question. It is also a matter of fact that our ToS states the following:

"You are responsible for safeguarding the password that you use to access the website, your account and for any activities or actions from your account. You are responsible for all actions, activities, and consumed services made from your account, disregarding if you or a third person made them. Any Roobidos lost during bets in games of chance, games of skill, or games of risk made by other people than yourself are your personal loss, disregarding if the Roobidos were lost on in-house games of chance, games of skill, games of risk, or on third party games of chance, games of skill or games offered on the website by the company or a third party."

If someone else placed this bet on this customer's account, that person would have full access to their email/username, as well as their password. We are not liable for breaches of individual customer's security. We are liable to do our due diligence in matters of security, by confirming identities before taking action on accounts which we did in this case as previously stated.

Lastly, the customer agreed to the above ToS statement upon sign up and account creation. There is nothing more we can do regarding this case. Each and every customer is responsible for their individual password strength and security. Not reusing passwords, making sure passwords are strong, enabling 2FA on their accounts themselves, and taking other general internet security steps. Nothing that occurred on this customer's account was due to a security issue or breach on our end (which I will stress has never been the case for any of our customer's accounts).

swalke52

• 1 reviews

5 years ago

Hi Ask Gamblers team -

Has there been any update on this from the casino advising why the account was not blocked when I stated "I did not set this up" I am still curious to understand from a casino perspective how they can perceive this to mean I "Forgot" or got "Confused"

AskGamblers

• Support Team

5 years ago

Dear RooBet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player.

Relevant facts should be considered a copy of the chat mentioned by the player as well as an explanation why the players account was not blocked immediately while requesting additional paperwork from him.

Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Kindly note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Roobet Casino Complaint Stats

Resolved 64 / 72

Avg. Amount $15,042

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Roobet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 33 out of 35 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Roobet Casino Complaints

See all complaints for this casino

Roobet Casino- Complaint Against Roobet 2000 Deposit Not Credited Despite Successful UPI Payment

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.

Resolved

₹2,000

Restricted my account without any reason

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,

64h left

$2,000

Account blocked since Sept 3 2026

My Roobet account (username: jesuissardine) has been blocked since September 3rd, 2026 — over a week now — with a balance of €1300 that I cannot access.
I have made the following attempts to resolve this directly with Roobet, all without success:
4 emails to their support team, none of which received a response
A message sent via their official Twitter/X account
Contact attempted through my affiliate program contact at Roobet
I have received no explanation for the block — no mention of a KYC request, security review, or any other reason. Roobet has simply gone silent.
I am requesting mediation to either:
Obtain a clear explanation for the block and, if applicable, a straightforward path to resolve it (e.g. document verification), or
Receive a refund of my €1300 balance if the account cannot be reinstated.
I am willing to provide any supporting documentation (screenshots of emails sent, dates, Twitter message, transaction history) needed for this case.

23h left

€1,300

Delayed Withdrawal and Urgent Request for Assistance

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.

Resolved

$14,000

Withdrawal delay account under review without any reason

Hello Sir/Madam,

My casino user ID is **Bhaskar15**.

I made a withdrawal request on **05/09/2025**, but I have still not received my withdrawal amount. Whenever I contact your casino chat support, I am told that my account is currently **under review**.

It has been a very long time since I submitted the withdrawal request, and I have already contacted support multiple times. However, I have not received any clear explanation regarding the reason for the review or when my withdrawal will be processed.

I kindly request you to please check my account and provide me with a clear update regarding my withdrawal. If there is any verification or documentation required from my side, please let me know exactly what is needed so that I can complete the process as soon as possible.

I request you to please resolve the review at the earliest and release my legitimate winning/withdrawal amount. I would also appreciate it if you could provide me with a specific reason for the delay and an expected timeframe for completing the review.

Please treat this matter as urgent, as my withdrawal has been pending for a considerable amount of time.

Thank you for your assistance. I look forward to your prompt response and resolution.

**User ID:** Bhaskar15
**Withdrawal Date:** 05/09/2025

Resolved

$4,536

Roobet Holding Funds

I am writing this complaint regarding a $22,800 withdrawal from my Roobet account that is currently being held and does not appear to be getting processed.

Recently, my account was compromised by a hacker. I worked with Roobet to recover the account and successfully verified that I was the rightful owner by providing the requested KYC information.

Even after recovering my account, I was unable to make deposits. I contacted Roobet again and completed additional KYC/verification requirements before my ability to deposit was restored.

After that was resolved, I continued playing and won. When I attempted to withdraw my funds, the withdrawal function would not work, so I once again had to contact support for assistance. I was eventually able to submit my withdrawal for $22,800, but now the withdrawal appears to be sitting without being processed.

This is extremely concerning considering everything I have already gone through to verify my identity and regain access to my account. I have cooperated with every verification request made by Roobet and provided the information necessary to establish that I am the legitimate account owner.

I have also read numerous complaints from other customers describing lengthy withdrawal reviews or delays. I sincerely hope that is not what is happening here. After already being the victim of an account compromise, having legitimate access to my funds delayed further is especially frustrating.

I am asking Roobet to please review my withdrawal and release my $22,800 as soon as possible. If there is any legitimate issue preventing the withdrawal from being processed, I would appreciate a clear explanation of exactly what is required from me to resolve it.

I have cooperated throughout this entire process, and I simply want access to my funds and to be able to continue using Roobet without having to worry about whether my withdrawals will be processed.

Thank you. I hope Roobet can resolve this promptly.

Resolved

$22,800

Delaying my withdrawal

Hello Ask Gamblers and Roobet casino.

I was invited to play as a vip on roobet.

I've done several withdraws and deposits, which initially all went fine, until 48h ago, when I tried to withdraw most of my funds, about $20,000 in USDC.

I submitted the withdraw exactly the same way I've always done, but this time it wasn't instant, or even within a couple of hours.

I've waited for 48h as of the time writing this complaint, and have yet to receive my withdraw nor a reason of the delay.

When asking the support chat, I was told my withdraw was under routine review, which has now been ongoing for 48h and counting.

I have been given 0 reasoning to why this is happening, how long it will take, or what's going on at all.

Whenever I ask, I keep getting the same generic answer "we are checking your withdraw, can't tell you why and can't give you an ETA."

I'm starting to lose hope that this will ever end, and I'm hoping this can clear things up.

Thanks.

Resolved

$20,000

Delaying my withdrawal with only routine verification responses

Hello,

My withdrawal of 190,000 USD (ETH) has been stuck in "Processing" for an unreasonable amount of time. I requested 4 withdrawals, but none have been processed, and no transaction hash has been generated.

I contacted Roobet support multiple times. Each time, I received the same generic response: my withdrawal was under "routine verification," and they were doing everything they could to speed it up. They never explained what the verification involved, why it was taking so long, or how long it would take.

One support agent even confirmed I could keep depositing and playing, which makes the delay harder to understand.

I'm asking AskGamblers to help me get either a clear explanation for this prolonged verification, or, if no further action is needed from me, to have my withdrawal processed without further delay.

I've attached screenshots of my pending withdrawal and my conversations with Roobet support, where they repeat the same "routine verification" message without details.

Thank you for your assistance.

Resolved

$190,000

Keeps delaying my withdrawal with only routine verification responses

Hello,

I am submitting this complaint because my withdrawal has been stuck in "Processing" for an unreasonable amount of time.

I requested a withdrawal of 4,940.19 USDT (Tether), but it has not been processed, and no transaction hash has been generated.

I have contacted Roobet support several times regarding this issue. Every response I receive is the same generic message stating that my withdrawal is undergoing "routine verification" and that they are doing everything possible to speed up the process. However, they have never explained what is actually being verified, why my withdrawal is taking so long, or how long this verification is expected to take.

One of the support agents even confirmed that I am free to continue depositing, playing, and making additional withdrawals while this verification is taking place. If my account is considered safe enough for all other activities, I do not understand why this withdrawal continues to be delayed.

I have fully cooperated with the casino and have not been asked to provide any additional documents or information. Despite contacting support multiple times, I only receive the same copy-and-paste response without any meaningful update.

I am asking AskGamblers to help me obtain either a clear explanation for this prolonged "routine verification" or, if no further action is required from me, to have my withdrawal processed without further unnecessary delay.

I have attached screenshots of my pending withdrawal and the conversations with Roobet support where they repeatedly state that the withdrawal is under "routine verification" but provide no further information.

Thank you for your assistance.

Resolved

$4,940

Is withholding my funds and blocking me when I complain

Hey everyone,

I am posting this to warn other players and to get the attention of Roobet’s management. Roobet has been holding my money hostage for over a month now, using endless "verification checks" as a deliberate stalling tactic to avoid paying me out.

Here is the exact timeline of how they treat their customers:

The Setup: Over a month ago, I requested a withdrawal and was denied and asked to complete a Source of Funds verification. I immediately wanted to cooperate and follow the rules.

The Document: I submitted my official, government-registered Norwegian pay slip (Employer:< removed >). It shows my full name, the year (2026), and all legal tracking info. They rejected it, claiming it "didn't meet standards", which is completely absurd for an official document.

The Stalling: For weeks, every time I email them for updates, I just receive the exact same automated robot answer: "We will notify the team and get back to you." They never do.

The Ghosting: Yesterday, I tried resolving this via live chat. The agent ("Lucy") was listed as active but completely ignored my messages for hours while I was just begging for a manual review (see attached file)

The "Soft-Ban" Retaliation: When I finally had enough and pasted a formal notice demanding a compliance manager, the agent literally terminated my session 15 seconds later. They blocked my chat access and forced a fake "network connection error" screen to pop up just to get rid of a complaining customer.

Conclusion:

This is classic predatory behavior. Roobet is trying to wear me down, hoping I will give up or gamble my balance away. It is a severe breach of gaming regulations to actively block a player from contacting customer support when they ask for their rightful payout.

I demand that a real Compliance Manager looks at my case, approves my authentic income documents, unblocks my live chat, and releases my funds.

Unresolved

$183