Roobet Casino - Player has succeeded in opening an account from a restricted country.

I signed up to Roobet using all my correct details. After using the site for some amount of time I heard rumours that Roobet was not licenced to operate in the UK.

I spoke to someone on live chat who didn't know the answer and instead reffered me to the TOS of the website which shows that the UK is restricted from using the website.

The lady I was speaking to on chat then claimed that she was a manager for Roobet and locked my account claiming that I had 'bypassed' the geo-restrictions on the site. Despite me confirming that I had not, and had used both a mobile phone, on a mobile network, in the UK and my laptop on a UK home broadband network.

I then asked for details of the company so that I could pass information onto the UKGC she did not know and advised me I had to contact other departments as she didn't know the answer to any of the question that I had.

I was ultimately using money on a website that I would never have been able to withdraw AND accused of fraudulently using the system. I was advised that I could not receive a refund because I broke the TOS, the sames terms that even the Manager at Support that I was speaking to was not aware of.

I would like a full refund of all money deposited to the website.

Dear Kieran,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://roobet.com/:

"People living or having a permanent or temporary residence in these countries are not entitled to register the player's account on roobet.com, or the use of service roobet.com:

Aruba, Austria, Bonaire, Curacao, French Guiana, French Polynesia, Germany, Guernsey, Gibraltar, Hungary, Isle of Man, Jersey, Liechtenstein, Luxembourg, Martinique, Reunion, Slovakia, Mayotte, Netherlands, United States, United Kingdom, Denmark."

I would like to emphasize a very important fact from our Fair Gambling Codex: 

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Kieran, I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Could you please advise if you have completed your account verification? Have you uploaded Proof of Identity and Proof of Address (please see below)? Have you accumulated any winnings or you’ve lost all your deposits?

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

Best regards,

Petronela

Hey!

So when I used the website I clicked sign in with google and it created an

account for me, it logged me straight in and didn’t ask for any additional details. I wasn’t asked for any identification or proof of address/ID/Deposit method which is why I became suspicious and asked on chat.

I wasn’t using any VPN or anything I seen it online and went onto it.

I also noticed that they had UK charities listed in there responsible gaming section making me believe it was allowed in the UK.

Dear Kieran,

Have you accumulated any winnings or you’ve lost all your deposits?

I’ve lost most of my deposits and still have some money in my balance.

Thank you very much, Kieran, for providing all the necessary information. 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.

Hello Kieran.

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

Hello Kieran.

We have managed to establish the communication line with the casino. They should respond soon, I am extending the timer by 7 days.

Dear Kieran & Casino Guru Team,

We have sent a favourable outcome for Kieran to his e-mail address.

Kind Regards,

The Roobet Team.

Dear Kieran.

Please, could you react? Can we consider your issue as resolved?

Please allow me a couple more days.

Hello Kieran.

Of course, I am extending the timer by 7 days, let me know if there is any new info about your case.

Hello Jozef Krucay,

Please can you check your e-mails.

The timer needs extended again.

I am unable to get any replies from RooBet

Dear Kieran.

We have been in direct communication with the casino. 

Please, could you confirm the casino statement? 

After speaking with Mr. Kieran we have come to the resolution where we have sent him his total NET deposits back on the account in question and furthermore locked his account from accessing the website. Upon sending out these funds the user went ahead to bypass our system once again and made a brand new account. He proceeded to lose money on this account once again and emailed us in extorting for the money once again. 

I obviously disagree with the statement provided by them. The casino has refused to enter into any dialogue with me. This account was open before the complaint was submitted and I have provided full information to them via email which has been ignored.

I advised them of what would be a satisfactory outcome to the complaint which does not amount to extortion, and infact, this should be normal complaints handling for any legitimate business.

I have sent 6 emails in reply to there original one and they are refusing to respond to me.

Dear Roobet Casino team.

Please, could you react or could you forward us the proofs sustaining your claims?

Dear Kieran. 

Do I understand you correctly? Have you created multiple accounts in the Roobet Casino?

I did have 2 accounts.

So, the statement that you took the refund and lost in on the second account is also correct?

Please, be aware, that having multiple accounts is strictly against the T&Cs in every casino.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.