Dear Roobet Support TFormal Complaint: Incorrect Settlement of Bet (Ticket ID: 2624384074529251950)eam,
Dear Roobet Support Team,I am writing to lodge a formal complaint regarding the incorrect settlement of my bet on the match Leones Del Escogido vs. Aguilas Cibaenas (LIDOM Baseball).Bet Details:Ticket ID: 2624384074529251950Market: Winner (incl. extra innings) - Aguilas CibaenasStatus: Refunded (Should have been WON)Reason for Complaint: My bet was refunded due to the match being postponed. However, according to Roobet’s own Sportsbook Policy Rule 6.6 (which was also cited by your support agent in our chat):"In the case of a postponed match, all markets are considered void unless the match continues within 48 hours of the official start time."The match was originally scheduled for Jan 18 and was completed on Jan 19, which is well within the 48-hour window. As shown in the official results (Flashscore), Aguilas Cibaenas won the match 4-1.Despite following your rules, my winning bet was marked as a refund instead of being settled as a win. This is a clear violation of your terms of service. I have attached the following evidence:My bet slip is showing the refund.The official match result shows the game was completed within 24 hours.A screenshot of Roobet’s Rule 6.6.I request you to review this case immediately and credit the winning amount to my account. I expect a professional resolution based on your documented terms, rather than generic automated responses.Looking forward to your swift action.Also live chat agent blocked me. What kind of behaviour is this?Regards,MABS365
