Roobet Casino - プレイヤーの出金リクエストが遅れています。

Hello. 

I registered in this casino quite recently, made 2 times deposit totaling 800 dollars. Later on my balance became 1504 dollars and I wanted to withdraw 400 dollars, and the rest of the balance to leave for further games. But I could not do it, when filling out the application for withdrawal of funds wrote to me to send selfies with my document in the chat, I did it in just a few minutes. After that I stopped responding, or say that the photo is transferred to the appropriate department, from which there is absolutely no news. 

The support on the website doesn't tell me about deadlines, they just keep telling me to be eager. Please help me in this matter. 

Translated with DeepL.com (free version)

Dear BodashAnastasia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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

Best regards,

Petronela

My account is fully verified, I saw I needed to do this when I registered. I sent all the documents and passed the verification. 

And now I can't withdraw my funds, they don't give me any deadlines.

Hello BodashAnastasia,

• Could you please let us know when you requested the withdrawal?
• Were your winnings accumulated with or without an active bonus?
• What types of games have you been playing (live casino games, slots, or sports betting)?

Thank you.

Dear BodashAnastasia,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It's okay, they gave me the money.

Dear BodashAnastasia,

Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela Kontos 

Casino.Guru