Roobet Casino - Se ha retrasado el pago de las ganancias del jugador.

Hello, I requested a SEPA withdrawal of €2084.69 from Roobet on June 3rd. The payment provider Checkout SAS processed it, but my bank (ZEN.COM) rejected the transfer due to policy and officially sent the money back via SEPA Return on Friday, June 5th. 

According to SEPA banking rules, the funds arrived back at Checkout SAS's bank (AS LHV Pank) on Monday morning, June 8th. The money is currently sitting in their unallocated funds log. 

Roobet support (agents Ted and Jessica) refuse to perform a manual ledger search, they keep giving me automated templates, and they closed the live chat on me. I have provided official bank proof from ZEN.COM, but Roobet ignores it. I need my funds credited back to my balance immediately as I have urgent bills to pay.

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.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Baribal,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Karla,

Thank you for your response. However, please note that this is NOT a case of a delayed withdrawal or pending KYC. 

The withdrawal was already successfully processed by Roobet on June 3rd, but my bank (ZEN.COM) REJECTED the transfer and officially sent the €2084.69 back via SEPA Return on Friday, June 5th. 

According to SEPA banking regulations, the funds arrived back at Roobet's payment provider (Checkout SAS / AS LHV Pank) on Monday morning, June 8th. The money is currently sitting in their unallocated incoming funds ledger. 

The issue is that Roobet support refuses to do a manual search for this returned transfer and closed the live chat on me. The money is lost in their provider's bank log. I have attached the official bank proof from ZEN.COM confirming the return. Please intervene as the money has already left my bank and is back with the casino's provider.

URGENT UPDATE: Criminal Police Complaint Filed against Merchant

Dear Karla / Casino Guru Team,

I am writing to provide a critical update regarding my case. Because Roobet’s support team continuously refused to perform a manual check of their bank statements for my Reconciliation ID (B885B1187BAC46EA9177109F684D277B), I was forced to take immediate legal action.

Today, at 16:20 (GMT), I officially filed a formal criminal complaint for unlawful retention of consumer funds and embezzlement with the Icelandic Police (Lögreglan). The case is now registered in the criminal system, and the official police reference number (Málsnúmer) is being generated on my Icelandic state portal (Island.is).

I have also notified the Curaçao Gaming Control Board (GCB) and the legal department of Checkout SASabout the active police investigation.

Due to Roobet withholding my €2084.69 since June 8th, I have sustained severe financial damages, including receiving an official housing eviction notice from my landlord today.

This is no longer a standard delayed withdrawal. It is a documented banking return held by the merchant's processor. I ask Casino Guru to intervene immediately and pressure Roobet to execute a manual override before this escalates further internationally.

Thank you,

Baribal

Even after providing full proof that Checkout.com is waiting for Roobet to claim the returned transaction, Roobet support (Blake) continues to send the exact same generic template copy-pasted by their night shift, completely ignoring the official stance of their payment provider and the urgency of my housing crisis

URGENT UPDATE FOR THE MEDIATION TEAM: Since Karla is out of office, I need another available moderator to look into this emergency immediately. This is not a standard gaming dispute. Roobet is holding €2084.69 of my personal rent money, and I am facing housing eviction with my young daughter in Iceland. Checkout.com has already confirmed they opened an official investigation, but Roobet continues to stall. Please escalate this to a senior handler right now.

Dear Baribal,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

ADDITIONAL EVIDENCE:

I am providing further evidence of Roobet's systemic and predatory misconduct. Attached are verified screenshots from another player (User: 1dland). It proves that Roobet uses the exact same stalling tactics on a regular basis: sending automated bot responses, ghosting customers, and abruptly terminating/blocking live chat access to avoid paying out legitimate funds. This is a clear pattern of bad faith behavior

Dear Baribal,

Thank you for your update and for the additional information provided.

To help us understand the situation fully and assess your case correctly, could you please clarify the following:

• Have you made any successful withdrawals from this casino before?
• Could you please confirm whether your account has passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or place sports bets?

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

Karla

Karla, look at this. They are now trying to stall for another 3 days, claiming they are waiting for Checkout.com, even though the provider already gave us the Reconciliation ID. They are openly lying to keep my funds

Dear Baribal,

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, Michal K., (michal.k@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,

Karla Mayfly

Dear Michal,

Thank you for taking over my case. I would like to urgently highlight a few critical facts regarding Roobet's behavior, as this issue has now been dragging on for over 3 weeks.

1.Roobet already possesses all the necessary technical tracking data, including the full Reconciliation ID from Checkout.com and the exact transfer details.

2.Despite having this data, their support continues to stall, sending me automated marketing emails to keep playing, while completely ignoring the ongoing financial investigation.

3.This unresolved issue has put me in an extremely difficult personal and financial situation in real life, as these are my vital funds.

Given that Roobet has all the tools to credit this "bounced" transaction manually within seconds, I kindly request your urgent intervention. They have been fully aware of where these funds are for weeks, yet they refuse to cooperate.

Thank you for your support and for pushing this forward as quickly as possible.

Best regards,

Baribal12

„Hi Michal, I just received another automated template from Roobet support (Luna) at 03:32 AM, repeating the exact same excuse that they are 'awaiting an update'. It is clear they are stalling and refusing to check the technical tracking IDs I provided. Thank you for pushing them on this.

Hello Baribal,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite Roobet Casino to join the conversation.

Dear Roobet Casino,

While I acknowledge that transactions, as well as the reasons for any failures or incomplete processing, often need to be reviewed by the appropriate payment provider team to determine the underlying cause, in this case, it appears that the relevant team already has access to all necessary technical tracking data, including the full Reconciliation ID from Checkout.com and the exact transfer details.

Given these circumstances, it is difficult to view the continued delay in resolving this matter as aligned with fair and efficient handling practices.

We would therefore appreciate a detailed clarification as to why this matter remains unresolved, as well as a clear indication of when the player’s winnings are expected to be successfully disbursed.

If there are any additional factors relevant to this matter that maybe cannot be disclosed publicly, I would greatly appreciate it if you could share them directly with me at michal.k@casino.guru, along with any supporting evidence, for an independent review.

Thank you in advance.

Hi Michal

A crucial update regarding my case. Today at 12:29, Francine Debrah from Checkout.com's legal department officially closed my tracking request as "Done" (as seen in the system notification).

This formally confirms that Checkout.com has finalized everything on their side and closed the investigation. Roobet's support claims that they are still "awaiting an update" from the provider are completely false and just a stalling tactic. Roobet has everything they need right now. Thank you for holding them accountable

Hi Michal,

Look at the attached screenshot (image_7.png). I just received a fresh reply from Roobet support (Caressa) at 04:08 AM. It is literally a COPY-PASTED AI GENERATED TEXT (like ChatGPT).

The support agent was so careless that they even forgot to delete the AI's prompt at the end: "Let me know if you'd like me to adjust the tone further!"

This is definitive proof that Roobet is NOT investigating anything with their bank or provider. They are using automated AI tools to generate fake apologies and stall for time, completely ignoring the tracking data and your official request. This is highly unprofessional and deceptive.

Dear CasinoGuru,

Thank you for including us in the conversation.

We have been in ongoing contact with both the player and our payment provider regarding this matter. Our payment provider has confirmed that the withdrawal was successfully sent and has not been received back by the player's bank yet.

As the player has advised that the funds have not been received, our payment provider has initiated an investigation with the player's bank to trace the transaction. As the payment provider has successfully sent the withdrawal and has not received the funds back, this investigation is a necessary step before we can proceed further.

As this process requires cooperation between the payment provider and the player's bank, the investigation timeframe may vary. Please be assured that we are actively monitoring the case and will provide an update as soon as we receive any new information.

Kind Regards

Roobet

Dear Michal, Dear Roobet Team,

As I have already indicated above and proven with the attached screenshots from Checkout.com, the payment provider has already closed and resolved this investigation under ticket ⁠LEGAL-285⁠ with the status "Done".

Furthermore, my bank has already issued and sent official confirmation containing all the transaction IDs. Both sides of this transaction – my bank and the payment provider (Checkout.com) – have completely finalized their parts and provided all the tracking data. There is no "ongoing investigation" left to do. Roobet is the only party holding up my €2,084.69.

Dear Roobet Casino,

Thank you for your response. I acknowledge that this matter may not be entirely within your direct control and that it is currently being handled by your payment provider. However, in this instance, I must agree with the player’s position.

At this stage, it does not appear that any further investigation is necessary. As per the explanation provided by the player the funds seem to be held on your payment provider’s side, and the core issue now appears to be the release of those funds to the player.

Given these circumstances, it is difficult to view the continued delay as consistent with fair, efficient, and timely complaint handling practices.

I respectfully urge you to take prompt action and instruct your payment provider to proceed with the disbursement of the outstanding funds to the player without further unnecessary delay.