Roobet Casino - Player’s account has been blocked.

Me pongo en contacto con ustedes debido a que se me ha bloqueado el acceso a la cuenta sin motivo aparente, agradecería una explicación y la recuperación de esos fondos. Un saludo cordial.

Dear Mystck,

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 registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it 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

La cuenta se creo el dia 7 de mayo y con ello la verificacion de esta, aparatir de ese dia hasta el dia del bloqueo lo depositado en su casino se introdujo en los juegos de las minas y crash ( cohete ). sin fueran tan amables y siendo una cantidad de 120 dolares si no recuerdo mal, me gustaria retirarlo al sitio del cual salio lo depositado, BINANCE, por la red de BTC.

Could you please confirm that "games of mines and crash (rocket)" are slot machines? Thank you in advance.

Si se refiere a que están en la selección de tragamonedas, no no se encuentran en ese apartado, son juegos de la propia plataforma.

Pero el lo que yo quiero que se me devuelva es el saldo de la cuenta, ustedes pueden entrar en la cuenta y observar que en el saldo actual aparece la cantidad de 120 dólares aproximadamente, cantidad que me gustaría retirar.

Si ustedes no tuvieran inconveniente en que se me permitiera retirar el saldo a mi cuenta de binance por un envío de la red de BTC o que yo les facilitará un código de envío y ustedes enviármelo el problema quedaría solucionado en poco tiempo. Espero que se me puedan devolver el saldo de la cuenta bloqueada a la cual no puedo acceder.

Un saludo.

Thank you, Mystck, for your reply. Could you please advise if $120 are your deposited funds only, or accumulated winnings?

El saldo equivalía a los 70 u 80 dólares que yo deposite a través de la red de BTC y la diferencia de los 120 dólares actuales es la ganancia que equivaldría a 50 o 40 dólares.

Thank you very much, Mystck, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Mystck,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Roobet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Roobet Casino Team,

Could you please state the reason why the player's account has been blocked? What needs to be done on the player's side to get access to the account and be able to withdraw his funds?

Thank you in advance for providing the information.

Hello,

This player's account was locked due to violations of our Terms of Service including accessing Roobet from a restricted region. Due to this, sadly we are unable to unlock their account, and it will remain locked.

However, we can confirm that our Compliance team reached out to the player directly over email on May 10th, 2022 to request a wallet address in which to send the remaining funds on their account to. We have no intention of holding their funds, and if the player would be willing to either respond to this original email with their wallet address or email us directly at support@roobet.com from the email address linked to their Roobet account with the wallet address they would like their funds sent to, we would be more than happy to get their funds sent to them as soon as possible.

Thank you for your explanation.

Did the player use VPN or another tool to access the casino? Will his all remaining balance be refunded (if he provides the casino with the wallet address)?

Thank you, Roobet Casino Team, for your explanation.

Dear Mystck,

Can you please confirm you used VPN to access and play in the casino and you already received the above-mentioned payment? Can you confirm the payment method belongs to you?

Dear Mystck,

Was your issue resolved? Can you please answer the questions from my previous post, please?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will consider it resolved.

We are looking forward to hearing from you.

Todo está resuelto y yo muy agradecido por el servicio y el trato recibido por ustedes, gracias mi confianza en ustedes sigue intacta.

Thank you, Mystck, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Roobet Casino, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru