Rojabet Casino - Player's account has been closed for alleged duplication.

Good evening, on September 10th, I deposited 120,000 CLP at the ROJABET casino in Chile 🇨🇱. Over that day and the following day until the 11th, I won 1,039,853 Chilean pesos.

As any player would, I tried to withdraw my winnings by contacting support, but they blocked my account for having a duplicate account. This was very discouraging because I don't remember ever having another account with ROJABET. Furthermore, knowing that duplicate accounts are not allowed, I wouldn't have created one. Typically, betting sites don't allow you to register again with the same RUT (Chilean ID number), but this did not happen with ROJABET. For the past three days, support has not responded to me. I used only about 20% of the 120,000 CLP that I deposited to start winning. I have filed a complaint with the Superintendent of Casinos in Chile and am awaiting a response since ROJABET must take responsibility for my winnings and reactivate my account. I took screenshots of my balance, the withdrawals, and the account, which they left blocked. Best regards.

Dear rowleyhuevo,

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

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

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

Good morning, here in Chile no one in my family uses or plays in betting houses since I only live with my mother, 61 years old, and she doesn't know about this.

In the casinos where I played, I got 90% of the profit live and 10% in slots 🎰 I used a welcome bonus but canceled it since you cannot make withdrawals with an active bonus.

The other thing is that I have not verified myself in KYC, I did not have the information about this.

The profits I had were not accumulated with the bonus since it occupied 20% of my real account balance.

Now speaking to the casino, the account is from 2022 which I did not remember having created, it was an accident, I did not know anything or I would not have registered for more than two years with so many betting houses, I had no idea that I was registered with ROJABET and I repeat again I would not have registered, it was an accident or error, I hope the ROJABET casino can understand this.

Thanks for the reply.

Could you please share your interaction with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear rowleyhuevo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.