Roobet Casino - Spillerens indbetaling er forsinket og der er ikke taget højde for.

Hi,

on 18dec i deposited money through UPI on Roobet.Money got deducted but i didnt receive deposit. I started live chat and after a week they said they didnt receive any deposit. I shared them bank statement and everything still they blocked my live chat and everything. Please help me get my money back . I will share you everything you want in documentation.

Dear singham829522,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit via this payment method in this casino?
• Have you contacted the payment provider already? Ideally, they should be part of the investigation.

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

Best regards,

Kristina

Hi,

this is not my first deposit i deposited earlier as well from same account and same method.

i have contacted my bank and they have confirmed that the receiver received the funds and they wont be able to refund without merchant acknowledgement. If i want to dispute to bank they are asking for bank statement for the receivers account if they didnt receive. but when i asked roobet to share that they said no.

Thank you very much for your reply, singham829522. Could you please forward all the relevant communication between you and your bank to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Please see the attached screenshot

I will need a few more information before we proceed:

• Could you please forward me or post here your cashier/transaction history? You should be able to find this in your casino account.
• Please forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Thank you.

I have shared the transaction history to your email. Please check.

Has the deposit been recorded in your deposit history? If it has, can you please send me the screenshot in which you mark the missing deposit and also a screenshot of the detail you see when you click on "i"?

Also, you haven't sent me the communication between you and the casino regarding this issue.

I have shared you the chats on email. Also see the transaction id.

I see that the transaction has been declined. Are you sure it wasn't credited back to your bank account? Can you please check once again? It can take up to a month to receive back a lost transaction.

Yes Mam i have checked its not credited back . Its been more than 1.5 months now.

Thank you very much, singham829522, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ok

Hello, singham829522,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, I strongly recommend you be prepared to get a new and up-to-date bank statement of the complete transaction history from the used payment method - from the date of making the unsuccessful deposit (December 18. 2024) until the day on which you will ask for the document. Also, it would be great if it could be an official bank statement in PDF, as usually casinos request in similar situations.

However, although your payment method provider confirmed the transaction was successful, I can see in your screenshot that the casino declined it. So, if the receiver's payment method details were correct, and the transaction was declined for another reason, the funds should be or should have been bounced back to your payment method. Therefore, if it did not happen, the only way how to prove it is to provide the casino with the requested bank statement. Only then, the casino can start a thorough investigation on its side and/or forward it further, to its 3rd party payment provider/processor.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Roobet Casino team,

Could you please look into the player's issue with the unsuccessful deposit and provide us with the results of your investigation?

What does the casino need from the user to initiate a thorough investigation? Can you provide him with clear instructions on what and where should be uploaded/sent?

Thank you.

Hi Casino Guru. We are reviewing the player case and will get back to you asap.

Hi Casino Guru,

We can confirm that the payment provider has confirmed that they never received the player funds and consequently did not credited the same.

If needed we can share the Payment Provider e-mail explaining this. As you might understand, we only receive the funds after they are received by the payment provider and in this case we did not receive the same since the payment provider did not receive the funds from the customer.

Best,

Roobet

we dont need email from the payment provider. We need proof please ask them to share the bank statement as i already shared statement to you guys and you can see in that.

Hi Casino Guru,

Please find attached the Payment Provider reply:

We believe the most we can do is to ask the customer to send the proof of deposit coming out of his account and we will share again with the Payment Provider. As you can understand this is something out of our control cause we still did not receive the money.

Best,

Roobet

Thank you both for your replies.

Dear Roobet Casino team,

Are the screenshots provided by the player above enough, or, what else would you need to re-investigate the matter, please?

Wouldn't it be better if he provided a new and complete bank statement/transaction history from the date of the deposit until the day he creates a statement?

Thank you.

Hi CasinoGuru,

We have escalated this to the payment provider once again. We will get back you as soon as we receive an update from them. If you want we can even forward the email to you.

Best,

Roobet

Dear Casino Guru,

The payment provider requested the following additional information:

• Bank statement from the date of payment till the current date to confirm that the amount didn’t bounce back to the user's account in PDF format.

Dear Singham1111, would you kindly send us this document?

Best,

Roobet

Where can i share? Though i have shared to casino guru but if you want please share the email id i will send the statement to you as well.

Sent

Greetings all,

Thank you both for your replies and updates, and I am sorry for the delay.

I confirm I received your email with the requested bank statement, singham829522. It looks like that should be the correct document.

So, let's ask the casino for an update.

Dear Roobet Casino Team,

Feel free to inform us about any news or updates.

Looking forward to hearing from you.

Hi Casino Guru,

We have forward the statement to the payment provider and are waiting for a reply from their end. We will get back to you as soon as they get back to us.

Best,

Roobet

Hi Casino Guru,

This was the answer we received from our Payment Provider:

"After reviewing this matter, we noticed we had already closed this ticket due to the funds not being received by the bank. We checked a couple more times with them to make sure but they insist the funds have not reached them. In India, the customer has to claim directly with his financial institution to trace the payment."

From our end and from the PSP side, the fund were not received, which lead to the account not being credit. It seems that the customer need to ask his financial institution to track the funds since they were not received by the recipient.

Best,

Roobet

But my financial institution is asking for the marchants bank account statement so they can verify.

Then whose mistake it is? I dont know krishna engineers i just scanned the barcode which i got from roobet casino and i sent money. Its there mistake if they are not able to manage. I have done the payment through google pay and they have said that the payment has received to the receivers end. If paemt provider has sent to some other merchant thats not my fault and they can pay for it. Its 300$ only for them not a big deal.

And bank will not share any confidential thing with me about the receiver account due to security reason . I have already tried them. For that they are asking me the statement of Krishnan Engineers bank account so they will verify first.

Dear singham829522,

The status of the payment and the receiver's/company's details (such as the type or focus of the company) are not confidential information.

In addition, we do not know how much it would have been in USD. 300$ was a payment in your screenshot, which was declined and unsuccessful in your Roobet account transaction history. Therefore, I asked the casino for a few more details regarding the transactions in your bank statement and deposits made to the casino, and regarding the receiver shown in your bank statement. In your bank statement, it looks like the payment in question could have gone to a completely different receiver/company.

Anyway, are you please able and willing to provide me with the communication between you and your bank regarding the payment and the receiver in question or not? It does not matter what they wrote to you, we need to see their statements anyway. Also, is there a chance you have a screenshot of the barcode you scanned with clear information that it was generated in your Roobet account - cashier? Can you prove it somehow?

Please read my previous post and the part directed to you once again and provide the requested. You can send it to my email (branislav.b@casino.guru) or post screenshots here in your next response.

Please note that if you fail to cooperate and provide the requested, the complaint will be closed/rejected.

Thank you for understanding. Looking forward to hearing from you.

Greetings all,

As indicated above, based on the information in my previous post(s), we are closing/rejecting this complaint. Although the casino reviewed the situation and confirmed they did not receive the payment in question, the complainant failed to cooperate and provide the requested information and details. Therefore, we are not able to proceed with further investigation or suggest possible solutions, and we recommend discussing the situation and solutions with the bank/payment method provider.

The player can reopen this complaint anytime. However, it will be impossible without the requested information/details/evidence.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Roobet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru