Orobet Casino

Case summary

The player from Peru filed a complaint against OROBET for blocking his account and confiscating his balance of $1,043.21 USD, alleging fraud without justification. He complied with the documentation requests during the verification process, but his documents were rejected after a week, leading to account closure. He sought a clear explanation for the confiscation and the return of his funds. He stated that the balance came from his own deposits and winnings from a bonus, and that he had already completed the rollover requirement. After reviewing the case, we closed the complaint because the account was blocked after sports betting activity and we were unable to properly assess the casino’s investigation or determine whether the confiscation was justified.

Discussion

Public

AmericoLP

Bronze

Peru

Public

3 weeks ago

Original

Translation

I want to file a formal complaint against OROBET for blocking my account and confiscating my entire balance, equivalent to $1,043.21 USD, alleging a supposed suspicion of fraud.

When OROBET requested documentation to verify my account, I complied with their requirements and submitted all the requested documents. I cooperated with the verification process to resolve any doubts about my identity and the use of my account.

However, after more than a week of review, the platform informed me that my documents had not been accepted. Subsequently, they blocked my account and confiscated the $1,043.21 USD I had available, without offering me a satisfactory solution to recover my funds.

I believe this decision is unjustified and disproportionate. The rejection of a document verification should not, in itself, be used as sufficient justification to confiscate a user's entire balance without clearly explaining the reasons and contractual conditions supporting such a measure.

Therefore, I request GuruCasino's intervention to review this case and require OROBET to provide a formal and documented explanation regarding:

The specific reasons why they rejected the submitted documentation.

The evidence and the conditions of their terms and conditions on which they base the accusation of alleged fraudulent activity.

The contractual basis and the reasons why they decided to confiscate all of my funds.

The full return of the confiscated $1,043.21, if the platform cannot properly justify its decision.

I am willing to cooperate and provide all the necessary documentation and evidence to clarify the situation. My intention is to resolve this dispute in a transparent and fair manner.

I do not consider it acceptable to lose more than a thousand dollars after having cooperated with the verification process and without receiving a sufficiently clear justification to support the confiscation of my funds.

I request that GuruCasino mediate this dispute, review OROBET's actions, and help me obtain a fair resolution, with the return of the $1,043.21 USD I am claiming.

Thank you for your attention, and I await a response and a solution from the platform.

Quiero presentar una queja formal contra OROBET por bloquear mi cuenta y confiscar la totalidad de mi saldo, equivalente a 1.043,21 USD, alegando una supuesta sospecha de fraude.

Cuando OROBET me solicitó documentación para verificar mi cuenta, cumplí con sus requerimientos y envié todos los documentos solicitados. Colaboré con el procedimiento de verificación con la intención de resolver cualquier duda sobre mi identidad y el uso de mi cuenta.

Sin embargo, después de más de una semana de revisión, la plataforma me comunicó que mis documentos no habían sido aceptados. Posteriormente, bloquearon mi cuenta y confiscaron los 1.043,21 USD que tenía disponibles, sin ofrecerme una solución satisfactoria para recuperar mis fondos.

Considero que esta decisión es injustificada y desproporcionada. El rechazo de una verificación documental no debería utilizarse, por sí solo, como justificación suficiente para confiscar la totalidad del saldo de un usuario sin explicar claramente los motivos y las condiciones contractuales que respaldan dicha medida.

Por lo tanto, solicito la intervención de GuruCasino para que revise este caso y requiera a OROBET una explicación formal y documentada sobre:

Los motivos específicos por los que rechazaron la documentación presentada.

Las pruebas y las condiciones de sus términos y condiciones en las que fundamentan la acusación de una supuesta actividad fraudulenta.

La base contractual y las razones por las que decidieron confiscar la totalidad de mis fondos.

La devolución íntegra de los 1.043,21 USD confiscados, si la plataforma no puede justificar debidamente su decisión.

Estoy dispuesto a colaborar y aportar nuevamente toda la documentación y las pruebas necesarias para esclarecer la situación. Mi intención es resolver esta controversia de manera transparente y justa.

No considero aceptable perder más de mil dólares después de haber colaborado con el proceso de verificación y sin recibir una justificación suficientemente clara que respalde la confiscación de mis fondos.

Solicito que GuruCasino medie en esta disputa, revise las actuaciones de OROBET y me ayude a obtener una resolución justa, con la devolución de los 1.043,21 USD que reclamo.

Agradezco su atención y quedo a la espera de una respuesta y una solución por parte de la plataforma.

Automatic translation:

Public

Tomas

Complaint Specialist

Public

3 weeks ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Public

Tomas

Complaint Specialist

Public

3 weeks ago

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Orobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?
What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Public

AmericoLP

Bronze

Peru

Public

3 weeks ago

Original

Translation

Hello Tomás,

Thank you very much for your response and for your willingness to help me with my complaint against Orobet Casino.

I will answer your questions:

Time as a player and account blocking: I was an Orobet player for approximately three months. My account was blocked after I submitted all the documentation they requested to verify my identity. After being under review for over a week, I was informed that the documents had not been accepted, and they proceeded to block my account and confiscate my balance.

Games used: My activity on the platform consisted of placing sports bets.

Origin of balance and bonuses: The confiscated balance, amounting to $1,043.21 USD, consisted of my own deposits and winnings obtained from a bonus. It is important to note that I had already completed the rollover requirement for that bonus before my account was blocked.

I am available to provide screenshots, deposit slips, information on bets placed, or any other evidence that may help resolve the dispute.

Thank you so much for your time and support.

Sincerely.

Americo

Automatic translation:

Public

Tomas

Complaint Specialist

Public

2 weeks ago

Thank you for your reply, AmericoLP.

I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.

Orobet Casino - Player’s account has been closed and winnings confiscated.

Other

Amount: $1,043

Case summary