Roobet Casino - Player complains that they didn’t win anything.

Hello! when i played last time on roobet i been scammed in all slots, no one of slots gives me even 100x i lost much funds (more than 380000), after this i ask support for some bonuses and they just lock my account and didn’t even gives a chance for return money...why?

BTW They’re ignoring me when i send them messages from my email

Please help me with that

Dear ppanda,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Hi! at this day they turned off all slots for all players, even for Xposed (theirs best streamer) i trying to find this video...and my friends playing this day and lose all deposits

about scam in elk games: i love BOMPERS game

in this casino i played this game very many times BUT every-time when i get wild on 1 and 3 slot position in bonus buy casino gives me retrigger (3 bompers symbols ) and changes wild positions

I saw it several times and at first I was happy that I can get a big win...and then i just didn’t win anything 

about live games:

when i lost much funds in slots i start playing evolution live games,and they didn’t give bonuses in monopoly and crazy time all this night...

please help me i lost too much...

i lost more than 380000usd...

all night they take away my money cause they just decided to turn off all wins for all players even for xposed who everyday get big wins from this casino and advertises them

BTW they have email of complaint service on FAQ page (complaints@gaming-curacao.com)

i write them about this and... they say "We not the Master License holder for this website. We do not regulate, operate or have anything to do with the operations or licensing of the site mentioned below."

they just left wrong address for complaints this is at least a violation I’m not sure that they really registered as a legal casino...

So complaints@gaming-curacao.com gives me theirs Master License holder email and i write them but answer been same as from support team that they should just lock my account

please help me i should been spend this money for arranging my life but played too much and now i have nothing...

I have checked the casino license and this is the correct email address to file an official complaint

certria@gaminglicences.com. You can check the status of the license here https://roobet.com/:

Please understand, that it is very difficult for us to proceed with this case without supporting evidence. We would like to help you, but it’s impossible for us at this time. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

please have heart on me, help ... tell me what I can provide

It’s been very bad night…

I sending messages to support and admin team but no one answer me

Please help me I'm desperate...

I will give the best rating to this casino if you help me

besides, we divided the budget for several people, so it will still be a plus for the casino, but I really need this amount to continue living...

I don't really know how this process works... if i need to give someone % of this amount i will accept this but help me please please please

I’m truly sorry, ppanda, for your negative experience. However, I can assure you that our services are complimentary, and we don't charge any fees nor accept any donations, we are here to help the players if they experience any injustice from online casinos. 

Could you please advise in which currency the disputed amount should be?

Have you saved or requested your game history from the casino?

380000+ currency is USD

deposited with btc

no, I didn't save game history,sorry

maybe i can provide links to btc transactions

Please request your game history from the casino.

PS: I have corrected the disputed amount.

i just sent a request to all their emails

Perfect. As soon as you receive it please forward it to petronela.k@casino.guru.

Okay but they can ignore me)

Forwarded

Thank you very much, ppanda, for the forwarded email. Since the casino advised that there is no detailed list of your transactions as no recent bets have been placed, could you please specify when was the last time when you played in the casino?

this night been 14.04.21

all this time, before I found you I asked their support and complaint service to help me

We could contact the casino and ask for their assistance but please understand that it will be very difficult to prove that something illegal is going on even if we receive your game history.

I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

thank you much, i just need to say them that i’m in desperation and refund of at least part of the money is the only thing that can help me live on

Hello! They ignored me when I wrote to them and asked for help, and now they say that they no longer have information about me, please tell them that I really need help

Hello ppanda.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you

Hello,

I understand this customer is upset about their losses they incurred in our Casino. Unfortunately there is nothing we can do to refund or credit for those losses.

Please…

I made a mistake and i should been take that money for arranging my life…please I can’t return this by myself

it would be a big jackpot for me if you could help me figure it out ... when I played I really could not win anything in any slot, and the evolution games just saw me and gave out what I didn’t bet on, it was evident, they slowed down wheel many times , the whole chat swore at them and for my last bet in crazy time top slot give big x on 10 where i bet and… they stop wheel on another number

Please….

my fate is in your hands... Please help me

I didn’t tell you, and you’re unlikely to believe me...I was initially very lucky to earn this balance on bitcoin, I invested a little money on time and made a huge profit on the jump in the course,so i was very happy on this,

with the money I received, I helped everyone I could, from the homeless to my relatives

there is no many people who have enough money for treatment or food, I helped everyone, but I did not have time to arrange my life. I was also lucky at the casino at one time, mostly I spent everything on people, tried to help everyone or there was a story not so long ago ...

I had a few pies lying in my car, they lay for day or two and I decided to feed them to a stray dog, which, I think, is not fed often. So I laid out the pies for the dog running next to me, I sit in the car, I look at the phone and out of the corner of my eye I see how the man came and was going to eat this pie, what i left for the dog...

it was very cruel for me to see this, I dissuaded him from eating this pies, gave money for food and gave him my lunch, this is a real story from my life, I don’t know whether you believe me or not ... even now I have many people to whom I would like to help a lot, but I can't because of this night in the casino, I guess I was hoping to earn a little extra money then to be enough for something like a help fund for them...

in general, now I have nothing left, I can not help neither my family nor those in need, nor myself, I will have to live on and only hope that I will be lucky again without playing in the casino, sorry only for those whom I could help if I had not left all at roobet...

I have no attraction to gambling, I rather stumbled once and it will bother me for the rest of my life ...

Dear Roobet Casino team.

Thank you very much for your reply. Please, could you provide us or the player with the disputed game history (complete game history)? If the player's statement is correct, and you do not have it, could you explain why? 

We do maintain transaction (game) history for our users, however we DID lose this customer's transaction history in a developer error when we were cleaning up oversized tables on the backend. This resulted in this customer's transaction table being cleared.

We do have a bet history, withdraw history, and a deposit history still for this customer, those tables were not cleared. We have an easy way to export the deposit and withdraw history, however currently there is no way for us to easily export the bet history. Normally we just export the transaction table however that is not an option in this case.

Hello! Please help me

Hello there.

I am extending the timer by 7 days, since I need more time for a detailed examination.

Hello! Okay,I really hope for your support

Hello jozef! I just sent you an email please take a look

Please save me…my life is getting worse and worse… I live every day like the last…

Dear Roobet Casino team.

Thank you very much for your cooperation. Since you have confirmed that you have at least the bet history, please, could you manage to export it?

Since we have no native way to download the bets table for ourselves, I was able to get a developer to pull that information for me. Please see the bet table attached, should be all the bets for this account all time.

It is a .csv which I don't seem to be able to attach here. Can you give me an email to send it to?

Can i get this file too?

Jozef and roobet team,you are really my last hope,save me please

Hello there.

You can forward it to my email address, jozef.k@casino.guru .

The requested information has been email to you Jozef - as that is the user's data, and they are entitled to that as far as I am concerned, you are of course free to share with them if you wish.

Hello! Happy Halloween to you all btw. this Halloween will be very sad for me. I didn't have a penny left and my dog died today…

such a terrible mood today ...

Dear ppanda.

I am very sorry about your situation.

We did receive the evidence, but we need more time for further examination. I am extending the timer by 7 days.

Hello jozef! Okay,thank you. Can i get this file?

Please roobet team help me! your promoter Xposed wins hundreds and millions dollars every day and I'm hanging by a thread because of one mistake in my life

Hello Ppanda.

I will ask the casino if I can share this file with you since we need their confirmation. Be aware that there is still ongoing discussion with the casino team. Therefore, I am extending the timer by 7 days one more time.

Okay,thank you

Dear ppanda.

Please, could you confirm that you have made multiple bets above 10 000USD?

Yes i did big bets hoping for something…

in the end I really have nothing left ...

I’m begging you…Please save my life…

Hello ppanda.

I am very, very sorry about your situation, and we are doing maximum to investigate your complaint. Unfortunately, I have not received the last and important reply from the Roobet Casino team. Therefore, I have to extend the timer one more time.

If you have any questions or require assistance, do not hesitate to contact me.

Hello! Okay, thank you very much, You and roobet team really my last hope!

Dear ppanda.

After a detailed examination of your bet history, we have not detected anything suspicious. We did run it through simulation, and it came out statistically correct and legit. Even if we consider the fact that the licensed casino would have to cooperate with multiple independent companies of licensed game providers, the chance for game (RTP) alternation is close to zero. 

I am very sorry about the situation, but I am forced to reject this case. If you do not agree with our decision, you have every right to file an official complaint with the licensing authority of the casino. I can guide you through the whole process, so do not hesitate to contact me for further assistance.

Best regards, Jozef