Roobet Casino - Račun igrača je zamrznut zbog provere izvora sredstava.

Initial Issue:

Nearly 3 months ago, I made a deposit of approximately $100 USD via Revolut to my Roobet account. Immediately after the transaction was processed, my account functionalities were restricted. I received the error message "This function is currently unavailable" across the entire site, blocking deposits, withdrawals, and gameplay.

KYC Submission:

I contacted Live Support, assuming the block was due to pending verification steps. Over the following days/weeks, I completed KYC Steps 1 through 3. I then submitted all required documentation for Step 4 (Source of Funds). Despite my full cooperation, I received standard copy-paste automated responses from support stating the issue was forwarded to the relevant team.

Protracted Delays and Lack of Communication:

After waiting nearly two months with no resolution or feedback regarding my Source of Funds documents, I repeatedly requested a manual review of my file. Support continuously ignored these requests until I insisted on an escalation.

Transaction Investigation:

When support finally responded, they requested proof of the crypto deposits and asked which financial institutions were involved. I disclosed that I used Revolut and Coinbase, and promptly provided full transaction statements and screenshots as requested.

Exceeded Timeline:

On July 16, support acknowledged receipt of the documents and stated:

"We have noticed some irregularities with the transaction and will check them with the institute performing them; ETA will be 10-15 business days for the bank to respond to our request."

More than 20 business days have passed since that notice (and nearly 90 days total since the initial block). Roobet has once again gone silent and stopped responding to my inquiries.

Current Status:

I have provided all requested identity documents, proof of address, source of funds, and official deposit statements from both Coinbase and Revolut. Roobet is holding $200 USD of my funds ($100 original deposit + $100 existing balance) and is using indefinite delay tactics without providing any valid explanation.

Target Outcome:

I request that Roobet completes the review of my submitted documents without further delay, releases my full balance of $200 USD to my designated crypto wallet, and subsequently closes my account if they no longer wish to offer me their services.

Important notice:

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you've experienced. To better understand the situation and determine how we can assist you, could you please clarify the following:

• Which documents have you provided to the casino for your Source of Funds verification?
• Which document did the casino request most recently for your Source of Funds verification, and when exactly did you provide it?
• Am I correct in understanding that you have made only one deposit to this casino, $100 via Revolut?
• Could you please explain how the $200 balance you are trying to withdraw was accumulated? What games did you play with the deposited funds?
• Please forward me the documents that are currently under review by the casino, as well as your most recent communication with the casino's customer support regarding the verification of your account, at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello Veronika,

Thank you for taking on my complaint. Here are the answers to your questions:

1. Which documents have you provided for Source of Funds verification?

I have provided a comprehensive set of documents to prove my Source of Funds, including:

Bank statements and transaction proof from Revolut.

Crypto transaction history and account statements from Coinbase.

Official pay slips (lønnslipp).

Official tax assessment notices (skatteoppgjør).

2. Which document did they request most recently, and when was it provided?

The most recent documents requested were the official transaction statements and receipts showing the crypto deposits from Revolut and Coinbase. 

3. Clarification on deposits:

Yes, that is correct. I made a single deposit of approximately $100 USD via Revolut/crypto for this specific session.

4. How the $200 balance was accumulated:

The $200 balance consists of my initial $100 USD deposit, combined with monthly bonuses that I collected directly on the platform.

I am also forwarding all the mentioned documents (Revolut/Coinbase statements, payslips, tax assessment) along with screenshots of my communication with Roobet support.

Thank you for your assistance.

Dear 1dland

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello 1dland,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 1dland,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Roobet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.