RooBet Casino - Self exclusion not honored

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.

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.

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.

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.