What Happened
A Brazilian player says Roobet accepted their first three verification steps but kept refusing everything at Level 4, the source-of-funds stage: payslips, tax filings, bank statements, income statements and a company balance sheet naming them as a partner. According to the player, an agent hinted the payroll document looked like an online template, which they put down to Brazilian payslips all following the same layout. Their balance of 7,814 reais was locked while this went on.
How It Developed
- Complaint opened after several days of rejected uploads. The mediator asked when the last document went in and whether any had been accepted.
- The player explained that only Level 4 was failing, and corrected an earlier mix-up about their country: the account, documents and income are all Brazilian.
- Roobet replied that all KYC documents were now accepted, but that fiat deposits and withdrawals were being switched off for the account, so only crypto could be used from then on.
- The mediator asked the player to read the casino's message and say if anything else was needed; after a 7-day extension with no reply, the case was closed.
Abandoned
Roobet said all documents were accepted but limited the account to crypto; the player never confirmed whether the balance was withdrawn.
What Helped
Complaining appears to have unlocked the documents: within a week Roobet confirmed Level 4 was passed. The catch was that payouts would have to go out in crypto. If you are in the same spot, ask the casino in writing which coin and network it will pay to before you give up on the thread.