Complaints about Roobet: what the help center stated and the limits of balance restitution

Roobet does not appear on the list of companies authorized to operate fixed-odds betting in Brazil. The provisional measure of September 25, 2026 prohibits the offering of sports betting and online casinos in the country, including by agents based abroad, and provides for a balance restitution mechanism that applies only to the transactional accounts of operators that held authorization.

This guide compiles what Roobet's help center stated about withdrawals, support, and account closure, along with the restitution rules defined by the provisional measure and the Brasil sem Bets portal. The operator's statements do not equate to service availability for the Brazilian public, and we do not have an audited sample of complaints or measured response times for the platform.

What the provisional measure provides for balance restitution

Provisional Measure No. 1.394, of September 25, 2026, entered into force on the date of its publication, according to the text available on the Planalto portal. It determines that fixed-odds betting authorizations expire at the end of a thirty-day period counted from publication and extends the prohibition to offerings made by agents based abroad. Advertising of fixed-odds lottery betting, whether in physical or digital media, was also prohibited.

For restitution purposes, the provisional measure defines a betting operating agent as a legal entity that received authorization to operate fixed-odds betting. The return of funds to bettors is the responsibility of the financial and payment institutions that maintain the transactional accounts of these operating agents. These institutions have seven days, counted from receipt of the information sent by the operators, to carry out the restitution. Amounts that cannot be returned through this process go to a designated account at Caixa Econômica Federal.

Timeline reported by the Brasil sem Bets portal

The government portal Brasil sem Bets states that, since September 25, 2026, sports betting and online casinos are prohibited in Brazil. According to the same portal, banks that operate with betting platforms automatically return unwithdrawn balances between October 9 and 14, 2026. Those who do not receive their funds should contact Caixa Econômica Federal starting October 14. This mechanism refers to the transactional accounts of operators that held authorization, and there is no source indicating that it applies to balances held at Roobet.

What Roobet's help center stated about withdrawals

Roobet's help page on unreceived withdrawals states that the operator sends all withdrawals immediately upon request. According to the same page, there is no fixed arrival timeframe, as the transaction depends on blockchain confirmation. This statement comes from the operator itself and has not been independently verified. We do not have an audited sample of complaints about withdrawal delays or refusals on the platform.

What Roobet stated about support channels

Roobet's help center states that live support operates 24 hours a day, every day. These are statements from Roobet itself. We have no measured data on average response time or independent records confirming the stated continuous availability.

Account closure and responsible gaming

Roobet states that account closure is requested by email to the operator's support address, with the subject line "Account Deletion". According to the help center, the account goes through a 48-hour waiting period before final confirmation. Roobet's responsible gaming page lists BeGambleAware and GamCare as external resources. Both are British organizations, with no service specifically in Brazilian Portuguese.