Roobet Casino - Player’s account has been blocked.

I played on Roobet's online casino for quite a bit for a long time, and received an email saying that I was drawn to win the King Roo grand prize of $2500. Of course, I tried to log into my Roobet account to claim this prize. I could not log in, as I kept getting an error message that read "account locked." I do not know why my account is locked, and would like to have it unlocked so that I can claim my $2500 bonus and continue playing.

Dear ncrandall77,

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 how long ago you have registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past?

Do I understand correctly that your active balance before receiving an email from casino was zero?

Please forward any relevant communication to petronela.k@casino.guru.

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

Hello,

My account has been active since about May 2021. I completed the two factor authentication process and my account was verified back at the beginning of the year when I registered my account. I was able to successfully deposit and withdraw funds in and out of my wallet without issue. Since about a couple weeks ago, I haven't been able to even get into my account, for claims that my account is locked. 

As far as I remember, the account balance was close to zero, but the account was locked just after my monthly rakeback was about to become accessible, so I was planning on claiming that as well.  

Thank you for reaching out to me in a timely manner!

Thank you very much, ncrandall77, for your reply. Could you please forward an email informing you that you were drawn to win the King Roo?

Have you ever received any promotional offers from this email address?

It doesn't seem to be the official email address of Roobet Casino (roobets.rewards).

I have not seen any other promotional offers from that email but I just thought it was because they use a separate email to send rewards vs just the normal promotional email. So do you think it was a scam? If so, I still need my account reactivated.

I think it was a third party who has sent the email, not the casino itself. Could you please confirm that there are no funds being held by the casino? Thank you very much.

I did have some money in the account. I also had a sizeable monthly rakeback I was looking forward to claiming. Both are stuck in the account.

Thank you very much, ncrandall77, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 ncrandall77!

I will take care of your complaint from now on. I would like to invite representatives of Roobet Casino into this complaint in order to explain the situation and help us resolve the issue. Also I would like to ask about any comments on aforementioned email address 'roobet.rewards@gmail.com'. Unless proven otherwise, this address may be considered as suspicious.

Hello there!

Unfortunately I can confirm that that email is not from Roobet. All Roobet emails will end in @roobet.com. I am sorry to hear that someone attempted to phish this customer's account.

Additionally, the account is locked as the player was found to be located in a restricted territory. We would be happy to send any funds that are locked on to the account, but there are no funds to send in that regard.

Dear representatives of Roobet Casino,

Could you please provide us with more information on why the player's account was locked? I could not find Canada within you restricted countries and the player is supposed to be from Canada.

Martin, please provide me with your email address. I am happy to provide proof. Thank you!

Dear Roobet representatives,

My email address is: 'martin.d@casino.guru'.

I apologize for the delay, I have sent the proof via email.

Dear ncrandall77!!

After examining the documents we received from Roobet Casino, it seems that you accessed your account from restricted territory and it caused further problems.

Therefore I would like to ask representatives of Roobet, whether a permanent block of an account is appropriate solution? We would like to recommend informing the player and if the situation would not happen again, we see no reason to keep the account blocked in the future.

Yes, due to the login from a restricted territory, it is appropriate to keep the account locked.

Hello ncrandall77!!

After gathering all the information surrounding this case, I am sorry to tell you that there is anything that we can do to further help you.

Unfortunately, the email with the bonus message that you have received was not legitimate, there is not any remaining withdrawable balance in your account and because of the access from restricted the casino has decided to block your account, that leaves us with nothing to be done.

Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.