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Dear andreaboccone91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that this was your first withdrawal attempt? Could you please advise if you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi, I have not performed any KYC verification as for such small amounts of money I did not think there was a need to verify my account, also it is a process that the casino does not oblige.

It was not my first withdrawal but the second.

I first withdrew $20 to my Electrum wallet which went through.

Then after a few days of winnings I tried to withdraw another $20 to another wallet also generated by Electrum and I was completely denied, finally after a few hours my account was banned for alleged money laundering. I contacted support to ask for more information on what was wrong and they did nothing but confirm my account was permanently banned without explaining what I was going to do that was wrong.

I accumulated my winnings without bonus. (I deposited $80 and came to a balance of $120 which I had at the time of closing my account)

Salve, non ho eseguito nessuna verifica KYC in quanto per somme così basse di denaro non pensavo ci fosse la necessita di verificare il mio conto, inoltre è un processo che il casinò non obbliga fare.

Non è stato il mio primo prelievo ma il secondo.

Ho prelevato prima 20$ su un mio wallet Electrum che è andato a buon fine.

Poi dopo qualche giorno di vincite ho tentato di prelevare altri $20 su un altro wallet generato sempre da Electrum e mi è stato completamente negato, in fine dopo qualche ora mi è stato bannato l'account per presunto riciclaggio di denaro. Ho contattato il supporto per chiedere maggiori informazioni su cosa c'è che non andava e non hanno fatto altro che confermarmi che il mio account è stato permanente bannato senza spiegarmi cosa avrei fatto che non va.

Ho accumulato le mie vincite senza bonus. (Ho depositato $80 e sono arrivato a un bilancio di $120, somma che avevo nel momento della chiusura del mio conto)

Thank you very much for your reply, andreaboccone91. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Done, I forwarded them to you.

Thank you very much, andreaboccone91, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear andreaboccone91,

I am so sorry to hear your withdrawal hasn't reached you yet and your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Roobet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Roobet Casino,

Could you please state why the player's account got blocked and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

I solved it, the roobet team refunded me. Thank you very much for your helpfulness and great work! Have a great day, thank you! :)