Roobet Casino - 本人確認の問題により、プレイヤーの出金はブロックされています。

I would like to file a complaint about my case with Roobet.

I have been trying to verify my account since the 20th so I can withdraw my balance, but the platform simply does not accept any of the documents I upload. My balance is being held and my account is blocked from withdrawals.

I have already submitted several documents to prove my income and source of funds, including payslips, payroll documents, DECORE, income tax filing receipt, income statements, bank statements, a company balance sheet showing my name as a partner, as well as photos and PDFs of the documents. Even so, everything has been rejected.

What is most frustrating is that I submitted my original payroll document, showing my full name, date, amounts, signature, and clear information, but they still did not accept it. They do not clearly explain the reason for the rejection and keep asking for new documents, even though many of the suggested documents are almost impossible for an ordinary person to provide.

I have been trying to solve this for days, but the verification process feels impossible. Meanwhile, my money remains locked on the platform. I only deposited, played, and tried to withdraw, but now I am unable to access my own balance.

I ask Casino Guru to review this case, as I believe it is unfair for Roobet to hold my money while repeatedly rejecting valid and official documents that I have submitted.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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Dear Rainesk,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account, and this seems a bit too much.

To help us investigate and expedite the process, could you please provide the following details:

• When did you send the last document?
• Has the casino approved any of your documents, or have they all been rejected?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina