Roobet Casino - Player’s account has been blocked.

3 weeks ago I verified my account, but the next day I tried to enter but an account locked ad came out, I sent several emails and I have not received a response

Dear belicokh,

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? Which games you’ve been playing (live games, slots, or multiplayer)?

I understood that your account has been successfully verified before blocking it. Could you please forward an email confirmation or a screenshot that would confirm it? My email address is 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

Before opening the BelicoKh account, request the permission of roobet from my other account, here in roobet you can have 2 accounts but you must notify the support so that in the future you do not have problems. My account is approximately 6 months old and I have deposited and played without a problem, only I did the verification and I continued playing normally, the next day I wanted to enter to withdraw my money and it did not let me log in anymore. I sent an email and to date I have not received an answer.

Thank you, belicokh, for the clarification. Could you please advise if your winnings were accumulated with or without an active bonus? Please forward any relevant communication to petronela.k@casino.guru.

without any bonus

Is there any relevant communication, belicokh, that you could forward to me before we'll contact the casino, please?

Dear belicokh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Not any, only that I need to withdraw my money from the casino, I do not ask for anything else, only my money

Dear belicokh,

Could you please forward any confirmation that Roobet Casino allowed you to open two accounts? Please understand this confirmation is essential for our case if we wish to confront the casino. My email address is petronela.k@casino.guru. Thank you very much in advance.

Dear belicokh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Could you please advise what is kyharr team and why another account has been recommended?

Dear belicokh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It's just changing the referral code and thus be supporting kyharr

Thank you very much, belicokh, 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, belicokh,

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 provide us with an explanation of the player's situation in more detail? Why has his casino account been blocked despite the allowance to open it? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

OK thank you very much

Dear Branislav, 

Please accept our apologies for the delayed reply from our side.

Unfortunately when the user in question tried to verify his account by uploading his ID our internal systems detected inconsistencies between account information and the documents the user provided.    

As as result of this his account was locked and a courtesy email was sent to him informing him of our decision.. 

As per our AML Policy and Terms of Service, we reserve the right to terminate any user account from the website, should we identify any behaviour that may cause us concern or displease us. 

We kindly ask that this case be closed as the player has been informed about our decision and due to the fact that the account will remain locked.

I was never informed that there was an error in the documents sent, I sent several messages asking for an explanation and never received a response.

I just kindly ask the casino to let me withdraw my balance.

Greetings all,

I also apologize for the delayed reply.

Dear Roobet Casino Team,

Thank you for the explanation. However, I am afraid that your request to close the case will remain pending for a while.

As was already mentioned in my first post - is the casino able to substantiate its decision with relevant evidence? Could you please provide me with the following data?

• ID provided by the player and the personal details filled in upon registration
• A courtesy email that was sent to the player where all information and the player's email (recipient) are visible
• The exact rules from the casino's terms and conditions that were applied in this case

My email and data sharing methods were stated above.

Looking forward to hearing from you.

Dear Branislav,

Thank you for getting back to us.

Unfortunately, due to data protection we won't be able to provide you with either the identification card or any personal details regarding user's profile. The same would also apply for the email address. However, we can provide you with a screenshot of the account closure email notification showing the players username (as it is the same as he previously provided in his complaint), we have just censored the email address.

In the attached screenshot, you can see that we informed him his account was closed, but sadly were not able to provide more information other than there was some concerning behavior. Our compliance manager has reviewed the case and would be happy to clarify a bit more in detail the reason behind our decision.

We have identified the multiple accounts all belonging to the same user, and while we have confirmed that this is absolutely okay, the accounts in question had some inconsistencies.

Kindly find below extracts from our Terms of Services at the time of closure, covering our concerns and reasoning behind our decision.

When you open an account on the website, you must provide us information that must be accurate, complete, and timely. Failure to do so constitutes a breach of the terms, which may result in immediate termination of your account on our website and exclusion from our services. You accept if you intentionally submit that misinformation, incorrect or incomplete information, will lead to your account being closed immediately, and all Roobidos on it will be frozen on it indefinitely.

Lastly, we see that this player had created multiple account before and after this account was made.

You warrant not to create any additional accounts from the same electronic device,

household, IP address, natural person, or legal identity without informing the Roobet

support team immediately. Multiple accounts made in order to trick, manipulate or

trick the company’s system in any way are not allowed and will be terminated without

warning. All Roobidos in a terminated account will be lost.

Unfortunately, we are unable to allow this player to withdrawing any remaining balance on the account due to the violations of our terms. We would also like to remind that all players must agree to our terms and any breach results in permanent account closure and any balance being frozen indefinitely in that account.

Please let us know if you require any additional information.

Kind regards,

The Roobet Team

That is inconsistent on the part of the casino in that case they should not let a player have a second account because if there is a problem they will close and the money will be lost, I have the evidence where you gave me permission to open a second account, I don't mind recovering the account but my money

Dear Roobet Team,

I apologize for the delayed reply.

Although I saw the email, it neither includes any details at all. The casino has the right to stop providing its services to any player and close their account anytime without giving a reason, but we accept it only if the casino would pay the remaining balance to the player ($15). Otherwise, it has to be supported by relevant data.

Can you please explain what advantage the player gained by playing in this way, or how this account was misused against the casino if (as he claimed) no bonuses were used? Could you specify the mentioned inconsistencies? Is the player able to verify his identity on this account? If not, what documents are missing for successful verification? Does the player have more than 2 accounts in Roobet Casino?

Does the casino agree with recommending the player consult the gaming authority regarding his issue?

If it is more convenient for you, please, provide me with the necessary details via email. Unfortunately, it is not sufficient for us to substantiate the casino's decision with a written text/explanation, and I am afraid we cannot review it completely without the required data and details.

My email was mentioned above.

Dear belicokh,

Thank you for your email and update.

At this point, I believe it should only be a matter of time before the payment comes to you. Please note that it may take a few business days. However, I will keep this complaint open until your confirmation regarding a successful withdrawal or until you provide me with an update. If nothing changes until the timer passes, I will ask the casino representative to provide us with an update again.

In the meantime, see my last email and answer my questions. Also, please let me know as soon as you receive the payment.

Dear Branislav,

Thank you for your answer.

As mentioned in our previous email due to data protection we are unfortunately not able to provide you with any details regarding users profile details.

We have decided as a gesture of good will to return users balance of $12.01 to have this closed. The funds have been sent, and you can view the transaction on the blockchain here: https://www.blockchain.com/btc/tx/871a1aa82d8cbb227c058ec98e0a0c8382df5ef98ed2005fb3288bbedab4d0c8.

With this being said, we kindly ask that this case be closed as the player has been informed about our decision to keep the account locked as well as our gesture of goodwill.

Greetings all,

Thank you very much for the update.

Dear belicokh,

Can you please confirm that your remaining balance at the time of account closure was $12.01 and that you have already received the disputed funds?

Dear belicokh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello I received the 12.01 usd from the casino

Thank you, belicokh, for confirmation 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, I will now mark your complaint as 'resolved' in our system and update the disputed amount. 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 Team, for your cooperation.

Best regards,

Branislav, Casino.guru