Roobet Casino - Player’s account has been closed.

me and my fiancé both had accounts & money in roobet & spent like 3700 cad on one account and like 50,000 cad on the other and was finally level 10 on all bonuses on my account and when the month was over we should have had about 1000+ cad from our monthly/weekly/daily combined not to mention the money left in the accounts but they shut down our accounts because we were staying with family in Canada for a while and didn’t have a proof of address or local licenses to prove we where there so they wouldn’t let us back in the accounts..

Dear Ggrocks900,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that your account has been closed because you couldn’t provide any proof of address? Could you please clarify, how much money exactly was in your account before the casino closed it?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I’m unsure how much money was left in the account because it was a few months ago & I just found out about u guys but between the bonus’s I was owed and money in the account it should be closer to 1500 cad

Thank you very much Ggrocks900 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Ggrocks900,

I'm taking over your complaint. I will contact the casino and see if I can help. I would like to invite Roobet Casino to the conversation to participate in the resolution of this complaint.

Hello Peter and Ggrocks900,

I have taken a look into the account crashmeoutside and confirmed there is no funds on the account, and there is $22 pending in our onsite loyalty rewards. My understanding is there may be other accounts - please confirm the name of those accounts so I can check on pending rewards there as well.

The account was locked as a matter of course due to Ggrocks900 being unable to provide address verification to us. We are happy to provide the customer with their pending rewards, the aforementioned $22, however we are unable to unlock the account without the appropriate documents being provided.

How can u guys say that account only had $22 in roowards? I spent over like $500 just in that day u guys kicked me out and over like 4,000 in that month .. u guys were cheating me out of all my daily, weekly, monthly rewards. I started at level 1 and was getting like $25-50 per day back in daily, like $50-100 in my weekly &. $75-100 on my monthly but the higher level I got to & more money I’d spend the less money u guys would send me.. I was at the highest level on all the roowards and made well over $500,000 in bets but u guys kept telling me that my rewards were so small because I was barely depositing anything, u guys told me I only deposited 1600 USD in the 6 months I was playing but I have every deposit I made with u guys and it was around 50,000 USD and I only cashed out like 6k in total but eventually put it all back on the site so I realistically probably only kept about 1k out of all the money I gave u guys, so idk what is going on here but it wasn’t fair to me at all.

Dear Roobet Casino team,

What are your suggestions to get this issue solved keeping in mind the player's circumstances?

Well, I assure the customer only $22 are pending in loyalty rewards the "Crashmeoutside" Roobet account. Are there other accounts you would like us to check Ggrocks900? If so can you please provide the usernames or the emails that would be associated with the other accounts?

Dear Ggrocks900,

You mentioned that you had some funds left in your account, so how much is it and in what account?

That account should have like $22 and about $350 in bonuses being that I was level 10 and deposited over $6,000..

I am not sure what bonuses you are referring to - but the only thing on your account to be paid out to you is the $22 in pending Roowards. You do not have any other money or "bonuses" pending payout on your Crashmeoutside account. We are happy to pay this $22 out to you, but there is no other funds that you are due on that account.

I believe that the primary problem was that the player didn't receive the bonuses he was supposed to and that he couldn't finish his verification. I don't know how the reward system in the casino works, so it is hard for me to tell if there are any bonuses due. Could you please double-check if there was any mistake? Secondly, is the player's account fully verified?

I have double checked and can confirm there are no additional bonuses due to the customer. Just the $22 in pending loyalty rewards, which again we are more than happy to provide to the customer.

What do you mean by fully verified? If you are referring to KYC - no, the customer's account is locked due to the inability or refusal to complete that process.

Yes, KYC is included in the verification. What would be the solution to this since the player stays with the family?

We have a strict requirement on what documents are necessary to complete KYC. The customer is free to email us and stay in touch should they happen to obtain valid documents to complete the KYC process.

Dear Ggrocks900,

This doesn't seem to lead anywhere. If there is practically no money in your casino account except for the $22 in pending loyalty rewards and you can't finish the verification process anyways, I recommend you look for an anonymous casino. In an anonymous casino, you can register without any verification and deposit/withdraw money using cryptocurrencies. If you browse through our website, you will find several such casinos with a good rating.

Since the player stopped responding and there is practically no solution to this unless he finishes his verification, we are rejecting this complaint.