Roobet Casino - Spelarens verifieringsdokument avvisas.

Hello,

I am submitting this complaint after being encouraged by another user, Rainesk, who appears to be facing a similar issue with Roobet’s verification process.

In my case, my account is not currently restricted. However, I am extremely concerned because I have already attempted to verify my account, and all of my documents for both Level 3 and Level 4 verification have been rejected. My fear is that if my account is restricted in the future, just like what happened to him, my funds could end up being held indefinitely because Roobet is not accepting any of the valid documents I provide.

For Level 3 verification, proof of address, I submitted several legitimate documents, including an electricity bill, a water bill, and an invoice for my fixed home internet service. These are standard proof of address documents in Brazil and are commonly accepted by banks, financial institutions, and other regulated services.

For Level 4 verification, source of funds, I submitted my Brazilian income tax return, my income statement, and my bank statement. These documents are official, valid, and directly related to my financial situation. However, they were rejected almost instantly, without any clear or detailed explanation.

I contacted Roobet support and even offered to record my phone or computer screen while generating the Level 3 documents directly from the official apps or websites of my electricity and water providers. For Level 4, I also offered to record my screen while generating the documents directly from the official Brazilian government website, including my income tax documents.

Despite this, I still did not receive a clear explanation of why the documents were rejected or what exactly would be accepted instead.

This raises a serious concern about how Roobet is handling verification documents from Brazilian users. Many of the documents listed as acceptable for source of funds are documents that only a very small percentage of people in Brazil would normally have. In Brazil, the most common and realistic documents for proving income are payslips, payroll statements, bank statements, income tax returns, and official income reports.

I submitted these types of documents, including official tax-related documents, and they were still rejected.

The main issue is not only the rejection itself, but the lack of transparency. Roobet does not clearly explain what is wrong with the documents, what information is missing, or what alternative document would actually be accepted. This leaves users in an impossible situation where they keep submitting legitimate documents, only to have them rejected repeatedly.

I believe Roobet needs to review how it treats Brazilian verification documents, especially for proof of address and source of funds. Brazilian documents often follow standardized formats, and that should not automatically make them suspicious or unacceptable.

I am asking for a proper review of my case, a clear explanation for the rejections, and specific guidance on what valid Brazilian documents Roobet will actually accept.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear welcomearaes,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru