The player from Chile deposited 1,607,000 pesos but faced withdrawal issues after the casino claimed he had multiple accounts, despite confirmation from customer support. The Complaints Team attempted to resolve the issue by contacting the casino for clarification on the player's account status and the reason for the confiscation of winnings. However, due to a lack of response from the casino, the complaint was ultimately closed as 'unresolved'.
Rojabet Casino - Player’s account is closed, and winnings are delayed.
Black points: 4694
Amount: $23,000,000 CLP
Rojabet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.4
Rojabet Casino has a Safety Index of 3.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 months ago
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3 months ago
Translation
On Tuesday, August 13, before registering with this awful casino, I made sure I hadn't registered before because I don't usually play a lot at casinos. I couldn't remember if I had registered at this casino a while ago, so I chatted with the casino support asking if there was any record of me on their site. They asked for my full name, email, and ID number. None of these options showed any record in their system, so I proceeded to register with confidence. I played and played, eventually depositing a total of 1,607,000 pesos, and my winnings amounted to 2,300,000 in total, which is a lot of money for me.
When I made the withdrawal request, they asked for a photo of my ID, which I uploaded. Hours later, my withdrawal was rejected. They told me I needed to submit both sides of the ID and deposit receipts in my name, so I sent everything as requested. It was rejected again. I asked via email what had happened, and they asked me to resend the same documents. Then, I received an email stating that I had more than one account with the casino. I was furious and powerless because the chat agent had assured me I could register confidently. I'm unsure whether to entirely blame the chat agent or the casino for not wanting to pay my winnings. They sent me an email asking me to fill out a form for them to refund my last deposit, which is not even 3% of what I deposited. I responded to the emails explaining the damage they caused with their error, their mistake, and that I didn't misuse their bonuses because I played without a bonus. What I won was purely out of luck, and considering the amount I deposited, my winnings weren't much. What I want is for them to return the 1,607,000 pesos I deposited because I highly doubt they will pay the winnings.
I have all kinds of evidence to fight for my rights and expose the incompetence of this casino.
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3 months ago
Dear Miguel24,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you played - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
- Did you save the conversation in which the casino confirmed you can create the account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
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3 months ago
Translation
Hello good morning, yes I only played slots and accumulated winnings without bonuses, they were totally legal winnings and I have the entire conversation saved where they assured me that I no longer had a registered account and I could proceed to register without problems, now they no longer respond to emails and even the WhatsApp chat ignores me.
Ps: Could you please fix the amount, I put an extra 0, it should be 2,300,000 please
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3 months ago
Thank you very much for your reply, Miguel24. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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3 months ago
Translation
There is all the evidence, they themselves assured me that I had never registered with them and I was obviously completely sure that I had not registered with them before, but I wanted to make sure because casinos are like that, you win a little and they do everything to prevent you from withdrawing your winnings.
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3 months ago
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
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3 months ago
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There is no possibility because I live alone and I registered with my cell phone data, that is, the Internet on my cell phone, so there is no possibility.
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2 months ago
Thank you very much, Miguel24, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hello, Miguel24,
I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Rojabet Casino team,
Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?
If, regardless of email/phone number (which can be changed), the casino customer support checked and confirmed that there is no account with the user's personal details (name(s) and surname(s)), and provided that any possible previous account was not active for longer before he asked about it and registered his disputed account, and there was no breach of other of the casino's rules, what is the reason for winnings confiscation?
If needed or if it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
Dear Miguel24,
Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curaçao Interactive Licensing - CIL) and submit a complaint directly to the regulator. You can find more about their complaints process HERE, and general information about complaint processes in our article HERE.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
