Roobet Casino - 検証の問題により、プレイヤーの引き出しが遅れています。

Hello, I have the following situation: 

When trying to withdraw funds I was asked by your operator to send selfies with my passport, I did it and received a letter that everything is successful and I can continue to use my account. 

Now again when I tried to withdraw my winnings the situation was repeated, I was asked the same thing as before. 

I still haven't withdrawn my winnings once. 

I wanted to send you selfies again since you asked for it once more, but the operator closed the chat. 

So I am writing you here to solve this problem and withdraw the funds. I haven't even won once there yet, I only made deposits and lost. Thank you.

Dear grigorenko.olexander, 

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. 

Could you please advise when exactly you provided your most recent selfie with your passport? Has this photograph been checked and verified by the casino's relevant department?

What types of games did you play - e.g. slots, live casino games, sports betting?

Have all your other identity documents been successfully approved during KYC?

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, 

Veronika

Dear grigorenko.olexander,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.