The player from Italy had their Roobet account closed despite submitting identification documents and was unable to claim expected bonuses and rakeback. We explained that casinos have the right to close accounts if they suspect irregularities or for no reason at all. Despite extending the timer for a response, the player failed to provide additional information, leading to the rejection of the complaint due to a lack of further communication.
Roobet Casino - Player’s account closed and bonuses missing.
Amount: €50,000
Roobet Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello, I have an account on Roobet that was closed despite sending my identification document, and now I can't claim the bonuses and rakeback I was waiting for. What can I do?
Automatic translation:
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2 months ago
Dear jyc9fnmdqj,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roobet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance 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
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2 months ago
Translation
-I have been a casino player for less than a week and the account was blocked on 06/19/2024 at 11.30 am
-While I was asking my Account Manager for explanations via email (in the meantime I had joined the Loyalty Club) on how it was possible not to verify my identity or funds, allowing me to lose a huge sum
-I played exclusively slots, my balance was exhausted at the time of closing, I was waiting for a substantial weekly bonus and an even more substantial monthly one, as well as promotions and rakeback reserved for VIPs
- I am Finnish and I have sent the relevant documentation
Edited
Automatic translation:
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2 months ago
Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to close your complaint.
