Roobet — player complaint #32907, 2026-09-28: withheld payouts

Reason: Amount not credited ComplaintI am submitting this complaint regarding a ₹2,000 deposit made to my Roobet account that has not been credited to my Roobet wallet, even though I successfully completed the payment and the money was debited from my bank account.On 21 September 2026 at approximately 03:04 AM, I initiated a ₹2,000 deposit through Roobet. The Roobet transaction details show the following:Transaction ID: 3697763099Amount: ₹2,000.00Timestamp: 21/09/2026 03:04 AMDuring the payment process, the payment provider displayed ₹1,999.75 as the amount required to complete the ₹2,000 deposit transaction. I followed the payment provider's instructions and successfully completed the payment of ₹1,999.75.The payment provider displayed a UPI QR code, which I paid using the PhonePe UPI application.The payment was successfully completed from my side at approximately 03:05 AM, and the amount was debited from my bank account.The payment was made to:Recipient: SAMIUL ISLAMUPI ID: 99634994@pthdfcAmount paid: ₹1,999.75UTR: 908537425731Payment application: PhonePeDate: 21 September 2026Time: Approximately 03:05 AMHowever, the ₹2,000 deposit associated with Roobet Transaction ID 3697763099 has not been credited to my Roobet wallet.Contact With Roobet SupportI have already contacted Roobet customer support regarding this missing deposit.I provided them with the PhonePe payment screenshot and my bank statement as evidence that the payment was successfully completed and that the money was debited from my bank account.However, I was informed by Roobet support that they could not prove that the payment was successful, despite the payment screenshot and bank statement that I provided.I find this response concerning because the transaction has a specific UTR/reference number (908537425731) that can be used to trace the payment with the relevant payment provider or UPI/pa­yme­nt-­pro­cessing records.I am therefore requesting an independent investigation of the transaction rather than simply relying on whether the funds are currently visible in my Roobet wallet.Evidence AttachedI am attaching the following documents:PhonePe payment screenshot showing the successful payment.One-month bank statement showing that ₹1,999.75 was debited from my bank account.Roobet transaction details showing Transaction ID 3697763099, amount ₹2,000 and timestamp 21/09/2026 03:04 AM.Any relevant correspondence with Roobet custome support.The payment can also be traced using the following UTR:908537425731Resolution RequestedI respectfully request that Roobet investigate this transaction with its payment provider and trace the payment using the UTR 908537425731, the recipient details, transaction timestamp, and Roobet Transaction ID 3697763099.I request that Roobet:Credit the ₹2,000 deposit to my Roobet wallet if the payment is confirmed as received by the payment provider; orIf Roobet/payment provider confirms that the deposit cannot be credited, refund the ₹1,999.75 actually paid by me to the original payment source.I have provided evidence from both the payment application and my bank account showing that the money was successfully debited.I am also willing to provide any additional information required to help trace the transaction.I kindly request assistance in getting Roobet and its payment provider to properly investigate this transaction and resolve the missing deposit.Thank you.