Complaint #115 Roobet Casino

RooBet Casino - Money taken from account

By swalke52

4 years ago

Message on forum

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

4 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

4 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 57 / 64

Avg. Amount $12,915

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Roobet Casino Complaints

See all complaints for this casino

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.

87h left

$183

Withdrawals are not processed

Hi all,

I requested 2 withdrawals, and it's taking a long time to process. They are saying, “It's routine for them to verify some random withdrawals.” I do not understand what they are doing.

I need help getting my money, and I also need to get a proper response and/or update regarding my withdrawals not being sent accordingly

Here are the withdrawals:

06/01/26 12:43 am $200,000

06/01/26 12:08 am $50,000

I've tried messaging with live support, and they keep saying they have no eta and no update for me at the moment.

Resolved

$250,000

They only said it was being checked routinely

Previously, my withdrawal was fine, and it was immediately processed and sent.
Why is this suddenly happening during a routine check? I really don't understand what they're doing.
Previously, my withdrawals only took a few minutes.
But when I made a large withdrawal, it took until today, possibly two days.

I've chatted with the operator, but they only said it was being checked routinely, without any confirmation.
instead, they continue to promote via email and tell them to make a deposit to go to the next VIP

Resolved

$111,000

Withdrawal processing since four days

Hello,
So I have been a VIP player of roobet since many years. Recently, I was approached by them to return to roobet as VIP again. I did and deposited 5 figure balance. I played for a couple of hours and won. I withdrew couple of thousand first and it was processed. Upon withdrawing 22,379$ it was showing processing and I reached out to support and was informed it’s under regular review and this is part of protocol and need to wait for approval. Today is 4th day and every time I reach out to them I am adviced to be patient and it’s under review.

Being fair to them they do respond to me especially the manager assigned to me but all these days the response is generic. They are unable to provide me an ETA either. This is something which takes not more than a day. However, the wait is frustrating. I would request roobet to process my withdrawal of 22,379$

Resolved

Verified Account but Funds Locked Disabled and Withdrawals Failing Fund above 225000

I am submitting this complaint regarding a serious issue with my Roobet account, where I am unable to access my funds despite completing full verification.
My account shows all verification levels approved, including identity and source of funds. However, I am currently facing the following problems:
I am unable to make any deposits (system shows “Depositing currently unavailable”)
All withdrawal attempts are failing via iCash.one
Error shown: “Transaction could not be processed, kindly contact support”
Reference IDs from failed withdrawals:
100520001A3379064012
100520001A3378998595
My current balance is over ₹226,000, which is completely inaccessible.
Main Issue: Contradictory Support Responses
The support team has provided inconsistent and misleading information:
Initially, they confirmed that my account is fully active and I can deposit and withdraw without any issue
Later, they stated that my account is restricted from FIAT payments due to security reasons
However, in reality:
Deposits are disabled
Withdrawals are not processing
No clear explanation or resolution has been provided
Live chat is also not responding anymore.
Concerns:
Funds are being held without justification
No transparency from the platform
No clear communication or timeline for resolution
Support is unresponsive
Expected Resolution:
Immediate processing of my withdrawal
Removal of deposit/withdrawal restrictions
A clear and consistent explanation for this issue

Resolved

₹226,000

115k dollars withdrawal pending for 4 days

Hi,

I am posting this since I've been messaging support for the last 4 days for the status on withdrawal.

I am only receiving the same reply that it's under checks, and we can't tell you a time frame.

I had deposited 120k and, after some bets, decided to back off and thought I'd be able to withdraw without problem, but all my money is stuck now.

Before this, withdrawal was completed in a few hours.

It's not fair ..

Resolved

$115,000

Withdrawal of 40000 inr not received from 5 days

I made a withdrawal transaction of 40000 inr on 4 feb 2026, it is showing successful on website but i have not received the funds, it has been over 5 days.
At first live support provided me with the UTR no, and when i visited my bank to enquire about the transaction, the bank said there is no such transaction recorded on my banks side.
And now Live customer support and the support email of roobet are even not replying
Transaction id; 3266632886

Resolved

₹40,000

Roobet keeps declining my withdrawals

Dear askgamblers and roobeet team,

Greetings for the day.

My roobet username is < username removed >

I am trying to withdraw my winning funds but they keep declining the transaction. For your information please find attached all the details.

Your withdrawal for $112.00 was declined. Contact support for more details. Transaction ID: 3127625740

Your withdrawal for $100.00 was declined. Contact support for more details. Transaction ID: 3127602029

Your withdrawal for $400.00 was declined. Contact support for more details. Transaction ID: 3127601564

And the best part of the support is that they are so unresponsive that they do not even care. I already tried contacting the support but there was no response at all. Kindly find the screenshot attached.

I request AskGamblers community to help me withdraw my funds.

Resolved

$612

Withdrawal failure funds not refunded

I am filing a complaint regarding my Roobet account (username: Jay7472). I attempted to withdraw $2,188.92, but the transaction failed, and the amount was not credited back to my Roobet wallet.

I have contacted Roobet customer support multiple times through their live chat. Although they confirmed escalation of my case, they have not provided any resolution or timeline for refunding my funds. My money remains inaccessible, and this issue remains unresolved despite my repeated follow-ups.

I kindly request that AskGamblers assist in mediating this dispute and ensure that Roobet credits my wallet with the correct amount as soon as possible.

Thank you for your attention to this matter.

Resolved

$2,189

20k usd btc withdrawal not sent

They aren't sending my 20k$ btc withdrawal, says it's being routinely verified, but 3 days have passed by no updates nor do they tell me when they will pay. I already tried contacting their mail and live support no one helping. I message them everyday not no one helps.

It's not even fiat, why are they doing this that's not fair.

Resolved

$20,000