RuBet Casino - Pelaajan voitot mitätöitiin.

I have had a big problem with them. After 2 months to verify my account, sending documents and more documents, they only refunded me 100 euros of the 611 I had in mind, stealing the remaining 511 euros, arbitrarily and falsely claiming that I had broken their rules.

He tenido un problema grande con ellos. Después de 2 meses para verificar mi cuenta, enviado documentos y más documentos, solo me han reintegrado 100 euros de los 611 que tenía en cuenta, robándome los 511 euros restantes, alegando arbitraria y falsamente que había infringido sus reglas.

Hello DaniAF,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RuBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about - did they specify the exact term you breached?

Looking forward to your answer.

Regards,

Nick

Hello

The account is verified since November.

I accumulated my winnings with real money.

The last time I spoke to them was yesterday claiming the money that they have decided to keep due to an unfounded and arbitrary decision.

The clause that they say I breached was this:

1.4 RuBet reserves the right not to count the bets of a person or group of people who are trying to cheat the project. If it is revealed that systematic betting, including live betting, in which odds are selected for mutually exclusive events, by the same person or people acting in a syndicate, RuBet reserves the right not to count such bets and to block the accounts of those involved in them actions of people. This rule applies to both accepted and non-accepted bets.

They only returned the last deposit I made of 100 euros, keeping money that I earned as a result of those 100 euros, reaching 611, that is, they have kept 511 euros.

All the best

Hola

La cuenta está verificada desde el mes de Noviembre.

Acumulé mis ganancias con dinero real.

La última vez que hablé con ellos fue ayer reclamando el dinero que han decidido quedarse por una decisión infundada y arbitraria.

La cláusula que ellos dicen que incumplí fue esta:

1.4 RuBet reserves the right not to count the bets of a person or group of people who are trying to cheat the project. If it is revealed that systematic betting, including live betting, in which odds are selected for mutually exclusive events, by the same person or people acting in a syndicate, RuBet reserves the right not to count such bets and to block the accounts of those involved in them actions of people. This rule applies to both accepted and non-accepted bets.

Solo me devolvieron el último depósito que hice de 100 euros, quedándose con un dinero que gané a raíz de esos 100 euros llegando hasta los 611, es decir, se han quedado con 511 euros.

Un saludo

Hello DaniAF,

Did you play any game with your family or friends that may caused this decision? Did the provide any detailed evidence of their claim?

No one of my friends or family is registered with that bookmaker.

What proof can I provide in the face of such a decision? I just gambled with my money as normal one day after another without any problem, not doing anything illegal, but when I wanted to get my money, that's when all the problems I've already mentioned appeared. Why would they let me place bets normally if, according to them, I was breaking the rules? His conduct is illegal.

Nadie de mis amigos o familia está registrada en esa casa de apuestas .

¿Qué prueba puedo yo proporcionar ante una decisión así? Yo simplemente me dediqué a apostar de forma normal con mi dinero un día tras otro sin ningún problema, no haciendo nada ilegal, pero cuando quise sacar mi dinero ahí es cuando aparecieron todos los problemas que ya he contado. ¿Por qué me dejaban hacer apuestas con normalidad si, según ellos, estaba incumplimiento las reglas? Su conducta si que es ilegal.

Hello DaniAF,

I mean if the casino provided any evidence to you - the reason of blocking your account.

No, they did not provide me with any proof, they simply suddenly told me that I had breached the clause that I already mentioned in a previous message, but without providing me with any proof of their decision.

No, ellos no me proporcionaron ninguna prueba, simplemente de repente me dijeron que había incumplido la cláusula que ya dije en un mensaje anterior, pero sin aportarme ninguna prueba de su decisión.

Thank you DaniAF for all the information provided so far. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello DaniAF,

I have reviewed your case and will contact the casino to see if I can help. Before I do so, can you please clarify which games you have played, or if you have only bet on sports?

Kind regards,

Adam

I only bet on sports betting.

Greetings and thank you.

Solo aposté en apuestas deportivas.

Un saludo y gracias.

Hello DaniAF,

Thank you very much for your reply. As you have confirmed that the issue is entirely related to sports betting, I’m afraid we are unable to assist you with this case.

We do not have a branch that deals with sports betting complaints. While this is something that we may do in the future, we currently do not have enough insight into sports betting to be able to advise you correctly.

Consequently, the complaint will now be rejected. I’m sorry we can't be of more help on this occasion, but please do not hesitate to contact us if you run into any issues with any other casino in the future.  

Kind regards,

Adam