Roobet refuses to return ~1.025 ETH sent to their hot wallet by mistake

[zaza13]

I'm posting this to bring attention to an issue I've been having with Roobet's support team.

On October 15, 2026 I initiated a withdrawal of approximately 1.025 ETH from ChangeNOW. When entering the destination address, I mistakenly pasted Roobet's hot wallet address (0xC94eBB328aC25b95DB0E0AA968371885Fa516215) instead of my personal deposit address on another platform.

The reason for my mistake is simple - I had previously received a withdrawal FROM that exact wallet to my personal wallet, so I assumed it was somehow linked to my Roobet account. I confused the "from" and "to" addresses.

The transaction was fully confirmed on-chain:
TX: https://etherscan.io/tx/0x42616c53c0f07dfce792fff88bf22122ad056136ab6bcdd992449c8ebf758a52

The funds (1.02494158 ETH) were successfully delivered to Roobet's hot wallet. This is verifiable by anyone on Etherscan.

I immediately contacted Roobet support and provided every single piece of proof they asked for - the sending wallet address (from), the receiving wallet address (to), the transaction hash, my account details. Everything they requested, I gave them.

After that I waited several days for their response. And after all that waiting and all the proof provided, their support agent (Kai) basically just told me: "the error in the destination address was made by the user at the time of creating the withdrawal request" - and that they cannot do anything about it.

I fully acknowledge this was my mistake. I'm not denying that. But the funds are literally sitting in Roobet's hot wallet right now. They have the money. They verified the transaction themselves. They confirmed it's legitimate. They have all the proof they need to identify me as the rightful owner of those funds - and yet they simply refuse to return them.

This is not a small amount. I did everything they asked, waited patiently, and got a generic refusal in the end. I'm asking Roobet to do the right thing and either credit the ETH to my account balance or return it to the sending address.

Has anyone dealt with a similar situation with Roobet or any other platform? Any advice on how to escalate this further?

Ticket ID
#146409797


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[zaza13]

@holydarkness god bless you, help me plz

[logfiles]

I have seen such cases before but mostly about depositing wrong coins or tokens on a casino's or exchange address. Truth be told is they are usually very reluctant to have the funds manually recovered and even when they do, they would usually do it for fee and onto the address that made the deposit.

You made another mistake of depositing directly from changenow to Roobet. if they ever agree, they would have to deposit the ETH back to changenow's hot wallet which will make you go back and forth with changenow too.

Right now they are most likely going to tell you that they can not proceed with helping you  for "security reasons". Apparently trying to manually retrieve those funds may put the other funds or other addresses in danger of getting compromised.

[zaza13]

Roobet could simply credit the equivalent ETH amount to your account balance. Since their hot wallet is used for withdrawals to other users anyway, the funds are fungible, and an internal balance adjustment would not require an on-chain refund. If they can verify the transaction and ownership, this should at least be considered as a possible solution.


I provided Roobet's support team with the transaction amount and source of funds 2–3 days before the transaction was processed, so they had this information in advance and could have reviewed the situation beforehand.


intercom export (proof)

Conversation with Roobet
Started on October 16, 2026 at 10:09 AM UTC time UTC (GMT+0000)

---

10:09 AM | evgeniykreo: hi yesterday i make withdraw to failed as we contact with support it your hot wallet adress, it's still proccesing withdraw gonna be from 0x3f3Ee0a9cAC2d01DB44001eca3E8382fbe40207B
   
   amount 1.025 eth
   
   to your 0xC94eBB328aC25b95DB0E0AA968371885Fa516215
   
   idk how long it gonna be proccesing, i used for withdraw ChangeNow platfrom

10:09 AM | Fin: Our usual reply time
   🕒 under 2 minutes

10:11 AM | evgeniykreo: like i'm trying to cancel it, but ChangeNow still said they can't do it coz its already in process serving

10:11 AM | evgeniykreo: so it gonna come

10:12 AM | Ivy from Roobet: Hello evgeniykreo,
    My name is Ivy and I will be assisting you today. 😄
   
    Are you referring to a deposit into Roobet or a withdrawal out of Roobet?

10:12 AM | evgeniykreo: withdrawal out of Roobet

10:13 AM | evgeniykreo: like i make withdraw to roobet wallet by mistake

10:13 AM | evgeniykreo: i wanna find my deposit wallet, and by my mistake i copy your hot wallet

10:13 AM | evgeniykreo: and make deposit to it, but wanna do for my deposit wallet in Roobet

10:15 AM | Ivy from Roobet: I have taken a look and the withdrawal address is not our hot wallet. You withdrew to '0xbD5621869ace2D586ecb07ce334C48B36B73E895'.
   
    I can see that your withdrawal has been successfully completed on the blockchain, you can view the transaction details here:
   
    https://etherscan.io/tx/0x773bdbd9fb6e6308a1ce4caed9b93920af7db6633d29eec15aa8a6e3c55b69a5
   
    If the funds haven’t appeared in your wallet yet, please reach out to your wallet provider directly, as there may be a delay or issue on their end.
   
   ​

10:16 AM | evgeniykreo: no

10:16 AM | evgeniykreo: no

10:16 AM | evgeniykreo: i mean

10:16 AM | evgeniykreo: hi yesterday i make withdraw to failed as we contact with support it your hot wallet adress, it's still proccesing withdraw gonna be from 0x3f3Ee0a9cAC2d01DB44001eca3E8382fbe40207B
   
   amount 1.025 eth
   
   to your 0xC94eBB328aC25b95DB0E0AA968371885Fa516215
   
   idk how long it gonna be proccesing, i used for withdraw ChangeNow platfrom

10:16 AM | evgeniykreo: Yesterday i wanna deposit to my ROOBET ACCOUNT

10:16 AM | evgeniykreo: I CREATE WITHRAW IN CHANGENOW
   ​

10:16 AM | evgeniykreo: and coz my internet was shit, im trying to find my deposit wallet via blockhain

10:17 AM | evgeniykreo: and for mistake copy your hot wallet

10:17 AM | evgeniykreo: and create a withdraw for him

10:17 AM | evgeniykreo: im was trying to cancel it, but CHANGENOW said it already in proccesing

10:17 AM | evgeniykreo: and they can't do anything

10:17 AM | Ivy from Roobet: Can you please provide the blockchain transaction ID/Hash for the deposit in question for us to investigate this issue. It would look something like this "7155bee3b384fdc5ca131a8d6d34a7fbae047980710b588a7acb1ec422fa435f".

10:18 AM | evgeniykreo: it's no yet HASD or ID coz it's proccesing on ChangeNow side

10:18 AM | evgeniykreo: for safety my TX i write early

10:21 AM | Ivy from Roobet: We apologize, but in order to proceed with the review, we require proof of payment along with the blockchain transaction ID. Without the transaction ID, it is not possible for us to locate the payment, as there are thousands of transactions associated with this address.

10:22 AM | evgeniykreo: ye, wen TX id gonna create i gonna send in this ticket please dont close it

10:23 AM | evgeniykreo: for my safety i ask it

10:25 AM | Ivy from Roobet: Sure! Please note that if we do not receive a response within the next 5 minutes, the chat will automatically close, but you are welcome to reply to the conversation and it will reopen.

10:29 AM | Ivy from Roobet: It looks like we haven't heard back from you in the last few minutes, so I'm going to go ahead and close this conversation on my end. If you have any more questions or need further assistance, please feel free to simply reply again here, and we will get back to you as soon as possible! Remember, we're here whenever you need any help!

---
Exported from Roobet on October 18, 2026 at 01:17 PM UTC time UTC (GMT+0000)

[zaza13]

Roobet could simply credit the equivalent ETH amount to your account balance. Since their hot wallet is used for withdrawals to other users anyway, the funds are fungible, and an internal balance adjustment would not require an on-chain refund. If they can verify the transaction and ownership, this should at least be considered as a possible solution.


EXAMPLE where they help other guys

Just an update, Roobet has credited my account and allowed withdrawal of funds!

I provided Roobet's support team with the transaction amount and source of funds 2–3 days before the transaction was processed, so they had this information in advance and could have reviewed the situation beforehand.


intercom export (proof)

Conversation with Roobet
Started on October 16, 2026 at 10:09 AM UTC time UTC (GMT+0000)

---

10:09 AM | evgeniykreo: hi yesterday i make withdraw to failed as we contact with support it your hot wallet adress, it's still proccesing withdraw gonna be from 0x3f3Ee0a9cAC2d01DB44001eca3E8382fbe40207B
   
   amount 1.025 eth
   
   to your 0xC94eBB328aC25b95DB0E0AA968371885Fa516215
   
   idk how long it gonna be proccesing, i used for withdraw ChangeNow platfrom

10:09 AM | Fin: Our usual reply time
   🕒 under 2 minutes

10:11 AM | evgeniykreo: like i'm trying to cancel it, but ChangeNow still said they can't do it coz its already in process serving

10:11 AM | evgeniykreo: so it gonna come

10:12 AM | Ivy from Roobet: Hello evgeniykreo,
    My name is Ivy and I will be assisting you today. 😄
   
    Are you referring to a deposit into Roobet or a withdrawal out of Roobet?

10:12 AM | evgeniykreo: withdrawal out of Roobet

10:13 AM | evgeniykreo: like i make withdraw to roobet wallet by mistake

10:13 AM | evgeniykreo: i wanna find my deposit wallet, and by my mistake i copy your hot wallet

10:13 AM | evgeniykreo: and make deposit to it, but wanna do for my deposit wallet in Roobet

10:15 AM | Ivy from Roobet: I have taken a look and the withdrawal address is not our hot wallet. You withdrew to '0xbD5621869ace2D586ecb07ce334C48B36B73E895'.
   
    I can see that your withdrawal has been successfully completed on the blockchain, you can view the transaction details here:
   
    https://etherscan.io/tx/0x773bdbd9fb6e6308a1ce4caed9b93920af7db6633d29eec15aa8a6e3c55b69a5
   
    If the funds haven’t appeared in your wallet yet, please reach out to your wallet provider directly, as there may be a delay or issue on their end.
   
   ​

10:16 AM | evgeniykreo: no

10:16 AM | evgeniykreo: no

10:16 AM | evgeniykreo: i mean

10:16 AM | evgeniykreo: hi yesterday i make withdraw to failed as we contact with support it your hot wallet adress, it's still proccesing withdraw gonna be from 0x3f3Ee0a9cAC2d01DB44001eca3E8382fbe40207B
   
   amount 1.025 eth
   
   to your 0xC94eBB328aC25b95DB0E0AA968371885Fa516215
   
   idk how long it gonna be proccesing, i used for withdraw ChangeNow platfrom

10:16 AM | evgeniykreo: Yesterday i wanna deposit to my ROOBET ACCOUNT

10:16 AM | evgeniykreo: I CREATE WITHRAW IN CHANGENOW
   ​

10:16 AM | evgeniykreo: and coz my internet was shit, im trying to find my deposit wallet via blockhain

10:17 AM | evgeniykreo: and for mistake copy your hot wallet

10:17 AM | evgeniykreo: and create a withdraw for him

10:17 AM | evgeniykreo: im was trying to cancel it, but CHANGENOW said it already in proccesing

10:17 AM | evgeniykreo: and they can't do anything

10:17 AM | Ivy from Roobet: Can you please provide the blockchain transaction ID/Hash for the deposit in question for us to investigate this issue. It would look something like this "7155bee3b384fdc5ca131a8d6d34a7fbae047980710b588a7acb1ec422fa435f".

10:18 AM | evgeniykreo: it's no yet HASD or ID coz it's proccesing on ChangeNow side

10:18 AM | evgeniykreo: for safety my TX i write early

10:21 AM | Ivy from Roobet: We apologize, but in order to proceed with the review, we require proof of payment along with the blockchain transaction ID. Without the transaction ID, it is not possible for us to locate the payment, as there are thousands of transactions associated with this address.

10:22 AM | evgeniykreo: ye, wen TX id gonna create i gonna send in this ticket please dont close it

10:23 AM | evgeniykreo: for my safety i ask it

10:25 AM | Ivy from Roobet: Sure! Please note that if we do not receive a response within the next 5 minutes, the chat will automatically close, but you are welcome to reply to the conversation and it will reopen.

10:29 AM | Ivy from Roobet: It looks like we haven't heard back from you in the last few minutes, so I'm going to go ahead and close this conversation on my end. If you have any more questions or need further assistance, please feel free to simply reply again here, and we will get back to you as soon as possible! Remember, we're here whenever you need any help!

---
Exported from Roobet on October 18, 2026 at 01:17 PM UTC time UTC (GMT+0000)

[Mahdirakib]

~ The reason for my mistake is simple - I had previously received a withdrawal FROM that exact wallet to my personal wallet, so I assumed it was somehow linked to my Roobet account. I confused the "from" and "to" addresses.

How can anyone make such a silly mistake! The Roobet team has the capability to return the funds to you. But it all depends on them. Some casinos credit the funds of the users in such situations by showing gesture of goodwill. I can see that they have already denied to return the funds.

There is also an example where the user didn't receive his funds (3.1 ETH) mistakenly sent on BSC network. The user had made the mistake in 2022, but he hasn't received the funds from the Roobet team yet.

[FinneysTrueVision]

Because you sent the funds from ChangeNOW and it was to their hot wallet instead of a deposit address belonging to your account, there is no way for Roobet to connect those funds to you with absolute certainty. I could email Roobet and claim that it was actually me who mistakenly sent funds to their hot wallet from ChangeNOW.

For them to give a refund, ChangeNOW would have to make the request and then they would have to return those funds to you. This is not that simple to solve because it requires coordination between multiple parties to get your funds back.

[noorman0]

I have read your entire conversation; are there any other chat sessions that haven't been included here? It is strange for you to conclude that they are scamming you, given that you never provided them with a valid transaction ID  by the time the conversation session ended., you just mentioned it here.