Roobet Casino - プレイヤーのアカウントが無効になりました。

My account got disabled and i had to prove ownership of my account to get it unlocked.

So far through email, ive provided the following list as requested.

Email confirmation code

copy of my passport

Selfie of me holding my passport next to my face and a note stating todays date.

5 different screenshots of old deposits made to my roobet account.

Recording of my mexc.com account where it shows my personal details and transactions made to my roobet account.

Recording of my Binance account where it shows my personal details and transactions made to my roobet account.

Screenshots of a deposit i made on 7th November. (i provided 3 screenshots of the transaction)

Now support wants me to make a video recording of the deposit i made on 7th where i should show full name of the account + the transaction

https://swapspace.co/partners/thechange is the website i used for that transaction, its a 3rd party website where no names or personal details are required, but roobet doesn't seem to understand that?

Like theres NOWAY i haven't provided enough proof that im the owner of my account by now. its getting absolutely ridicolous.

Is roobet allowed to keep my account disabled because i deposited from a crypto wallet that doesnt show name and is meant to be anonymoys?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When exactly was your account created, and when did you lose access to it?
• Do I understand correctly that you had USD₮4000 (dispute value) in your casino account before it was closed?

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

Best regards,

Kristina

Hello Kristina,

Thank you for your assistance. I would like to explain the situation clearly and accurately so you can understand everything that has happened.

My Roobet account was locked on the 9th or 10th of November.

The communication with Roobet originally started because I lost access to my 2FA and asked them to reset it.

During the verification process, Roobet asked me to provide proof of a deposit I made on November 7th. At that moment, I did not immediately recognize the transaction and I mistakenly told them my account might be compromised.

Shortly after, once I reviewed my wallet history, I realized the November 7th deposit was mine, and I immediately corrected my statement with Roobet. From that point on, I have cooperated fully and provided them with every proof they requested.

✔ Identity Verification Provided

Government ID

Selfie holding ID

Selfie holding passport + handwritten note with current date

Proof of ownership of the email connected to the Roobet account

Proof of access to the Roobet account itself

✔ Deposit Proof Provided (multiple times)

For the November 7th deposit, I have provided both videos and screenshots showing the full path:

From Electrum (my wallet):

My personal Electrum BTC wallet

The outgoing transaction from Nov 7

My input (sending) address

The SwapSpace deposit address

Full transaction ID, date, and amount

From SwapSpace:

Completed exchange page

Deposit + recipient addresses

Output sent to my Roobet account

Matching transaction ID

✔ Exchange Ownership Proof Provided

Full Binance ownership + deposit history

Full MEXC ownership + deposit history

✔ Additional Screenshots

After Roobet requested "screenshots that show the same details as the videos," I provided those too.

Summary

Although I originally thought my account might be compromised (because I didn’t recognize the Nov 7 deposit at first), I corrected this within a day and have fully proven ownership of:

My identity

My email

My wallet

My exchange accounts

My Roobet account

The November 7 deposit

Despite supplying everything repeatedly, Roobet still has not unlocked my account or given a valid reason, and they continue asking for new or repetitive information.

I have now provided more evidence than is normally required for an account recovery, so I kindly request your assistance in helping resolve this. And yes i have roughly 3800$ locked on the site currently.

Thank you very much.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Moneyprinterx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina