Roobet Casino - Player’s account has been closed due to alleged duplicate account.

I am writing to express my deep dissatisfaction with the recent closure of my account (man*******23) on your platform. I have been unfairly accused of having another account under the username pr****2, which I firmly deny. The account man*******23 is the only account I have ever held on Roobet.

After being requested to provide additional proof of verification, I uploaded my driver’s license and other necessary documents promptly. Despite complying with all verification requirements, my account was still closed with the accusation of having another account. This action is unjust and lacks any solid proof.

If there were suspicions of another account, why was I asked to go through the verification process in the first place? This situation has caused me considerable frustration and inconvenience. I demand a thorough review of my case and a clear explanation for this unfair treatment.

I urge you to reconsider your decision and reinstate my account as soon as possible. I trust Roobet to uphold fairness and transparency in its operations.

Thank you for your attention to this matter. I look forward to your prompt response.

Regard’s

Dear prabhdhindsa2323,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

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

1. To the best of my knowledge, no one else from my family or neighbors has opened an account using the same IP address, device, or email address as mine. one of my friend open his account on my phone but i don’t have any detail with me his account.

2. My winnings were accumulated without any active bonus.

3. Yes, my account was previously verified. I provided my driver’s license and other necessary documents for verification.

I hope this information helps in resolving the issue promptly. Please let me know if you require any additional information or documentation from my end.

Lastly i don’t know why it show Quebec i am from Winnipeg.

Thank you very much, prabhdhindsa2323, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, prabhdhindsa2323,

I am sorry to hear about your trouble. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Roobet Casino team,

Could you please explain the player's situation? Why has the user's account been blocked? Have his winnings been confiscated? What steps should the player take to unblock the account and/or withdraw disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

The complainant claimed that one of his friends opened an account on his phone. Was it at Roobet Casino? Is it possible that it caused the problem? If so, can you please investigate it in more detail? Is that correct that there was only 1 IP/device match, and only upon registration of the linked account?

If the disputed account allegedly did not use any bonus, what unfair advantage did he gain by playing in this way?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hi Casino Guru,

We have just assessed the player accounts and we can confirm that the player accounts was opened with the same information used to open another account. We can confirm that the same name, date of birth and phone number was used to open both accounts. Due to GDPR regulation we will not share the information here, but we can send it through e-mail. Would you kindly share your e-mail with us?

Best,

Roobet

I am writing to follow up on my previous attempts to resolve an issue with my account. Despite multiple emails and attempts to contact your support team, I have not received any assistance.

I understand that my account may not be reopened, but I request that the funds in my account, which are my own money transferred from my bank, be sent to the registered email address associated with my account. The funds in question are not bonus money but my personal funds.

I appreciate your prompt attention to this matter.

Thank you both for your replies.

Dear prabhdhindsa2323,

Since we do not have information about the payment method(s) used (I think it would explain your request), it is not completely clear how you meant sending funds to your email... So, maybe you could clarify it somehow.

Dear Roobet Casino Team,

Feel free to use my email address (branislav.b@casino.guru) to provide the requested details/evidence.

However, once you do it, can you also add the following information/details to your email and possibly support them with relevant evidence:

• What games or types of games did the complainant play most on his accounts, or, from what type(s) of games did he accumulate the disputed winnings
• When was the linked/first account registered and how long was it active + when the disputed account was registered and active
• Were any bonuses used on the disputed account or on the linked account? If yes, what bonuses were used on which account?
• What unfair advantage did the user gain by registering the disputed account, what was abused or what rules (besides having another account) were breached, or what could have been the purpose of having more than one account?

Once we have all the requested details and review them carefully, I will be able to provide the information on how to proceed.

I can provide you with a cryptocurrency address for Roobet to send the funds to. Do not open my account; just close it and at least send me the money that I have in the account.

Hi Casino Guru,

We have just sent you the requested information.

Best,

Roobet

Dear prabhdhindsa2323,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions:

• Multiple accounts
• Altering personal information to bypass the casino system restrictions (awareness of another account at the casino)
• Using 3rd party/someone else's personal details upon KYC to avoid multiple accounts being detected by the casino
• Fraudulent activity related to attempts to use a payment method from a restricted jurisdiction
• Providing incorrect/misleading information during the complaint resolution process

The casino acted in accordance with its terms and conditions, which you accepted upon registration.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

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

Best regards,

Branislav, Casino.Guru