Complaint #176 Roobet Casino

RooBet Casino - Refused to be allowed to withdraw funds

By Goatcy1

3 years ago

I have had an ongoing issue with Roobet and decided maybe posting here would help me. I'm desperate at this point and I've tried every means of contacting Roobet support but either get ignored or get told to continue waiting.

Let me start by explaining how this started. I am a crypto-trader and made some good profit on a trade so decided to deposit some a bit of my profit into a gambling site a friend recommended to me being Roobet. I then decided to deposit and accidentally sent 100 ETH when I only meant to send 10 ETH. I thought no issue I would simply withdraw my funds but I was poorly mistaken. When I deposited I decided to do a few small games and didn't really profit or gain anything and then wanted to withdraw, when I tried I got an error and contacted support. I was told to complete KYC requirements which at first I was confused about not understanding why as I only was attempting to withdraw my funds and I didn't even know why they would ask for my sensitive information like ID and proof of address. I did some research and found the reasons and submitted the required documents to the third party they use called Veriff. Veriff validated my documents and I thought I would be able to withdraw but then again was mistaken.

After completing what was requested I was told my account would be "under review" and won't be able to withdraw until it was completed. I thought this would be quick but it has been waiting since October 20th. I reached out to both live chat on the website and their support email countless times as obviously I did not mean to send that amount in the first place and already have lost significant amounts I planned to make during the recent crypto movements that I already had trades planned for. This is starting to severely effect me as missing a decent chunk of my capital is giving me extreme anxiety and I'm not sure what to do. I do admit that it was my fault for sending an incorrect amount but I have no idea why Roobet would not allow me to withdraw my funds espically due to the fact I didn't win any significant amount. I know Roobet is one of the biggest casino websites so I have no idea why they are doing this and whether they are just understaffed and that is the reason it is taking so long or if this is some sort of business tactic to take money from users hoping they'd forget or something similar. I googled other large casino sites like Stake and a few others and a majority allow withdraws at all times regardless of KYC or if the account is "under review". Regardless I have been waiting almost a month now and I'm tired of I just want to withdraw my funds. If anyone has any tips or have any idea how to get a more direct line to Roobet support it would be greatly appreciated.

Disputed Casino Roobet Casino

Reason Amount not credited

Amount $153000

Discussion

AskGamblers

• Support Team

3 years ago

Dear @Goatcy1,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Roobet Casino

• Representative

3 years ago

Dear Sir/Madame,

Thank you for inviting us to the conversation.

As user mentioned his withdraw triggered an internal review from our side.

The high amount deposited triggered a security check that required a thorough review of the account, which unfortunately took longer time than we expected.

Unfortunately we can't go into details regarding the review but we do like to inform you once this review was completed by our team he received the mentioned withdrawal.

We would kindly ask you to close this complaint due to the fact the user has received his winnings.

Thank you in advance.

Kind Regards

Goatcy1

3 years ago

Total amount $153000 USD

AskGamblers

• Support Team

3 years ago

Dear @Goatcy1,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

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.

89h 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