Roobet Casino - Player’s account has been disabled.

Hello,

My name is Jorrit.

I have been a roobet user for several months now but after a big win on crazy time my account showed some weird activity.

Balance got suddenly lower and money got wagered without my knowledge.

I contacted the casino about it but they say they can't refund or compensate any money that is lost.

On top of that they locked/ deleted my account and I can't access it anymore, also support has not answered any questions yet regarding the locked account.

I don't know what to do next, that's why I decided to try it here. If anyone knows a solution I would like to hear about it.

Greetings,

Dear Jorrit13,

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. Was your account fully verified previously? Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past? Did you receive any explanation from the casino why your account has been deactivated?

Lastly, could you please confirm that the disputed amount of $230,000 is correct?

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,

Yes my account was fully verified, I never had problems with withdrawals or deposits before.

I accumulated these winnings without any bonuses this was just money I deposited.

The only reason I got was that I violated the Terms and conditions but not specifically what I did wrong.

And yes the amount of 230,000 usd dollars is correct that is why I am contacting because the casino doesn't help me out.

Greetings,

Thank you very much, Jorrit13, for your quick reply. Could you please forward any supporting evidence along with relevant communication to petronela.k@casino.guru?

Thank you very much, Jorrit13, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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.

Hi Jorrit,

I looked at your case and understand the situation. 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.

The account is locked for violating our responsible gambling policy. The customer had mentioned that due to their gambling habits, they had put their ability to pay their bills and and take care of their family at risk. Players should never play with more than they can lose, and clearly that was violated per the customer's own words which can be seen in the attached photo. The customer also directly personally attacked and threatened our support staff, which we have zero tolerance for, which can also be seen see in the attached photos.

Furthermore, the customer's claims of not playing for 2 weeks, and their account being hacked with all of their money disappearing, are highly questionable claims. I have attached a photo of the time and amount of the large crazy time win referenced in the posts here. This win of over 325k happened on Feb 6th 2021. In the time period since, in which the customer claims he was hacked, there were thousands of wagers placed and 7 very large deposits made into the account, of which I have also attached a photo. This is simply not consistent with other hacking cases. If someone managed to actually get into an account with more than 300k on it, they would have simply withdrawn the funds. Not continued to place thousands of bets as well as depositing and risking 164k of their own money.

Regardless of the very unlikely claim of the account being hacked by a very generous hacker, account security is the responsibility of the customer. As it says in our ToS that is agreed to upon registration on our website, under the User Accounts section "You are responsible for safeguarding the password that you use to access the website, your account and for any activities or actions from your account. You are responsible for all actions, activities, and consumed services made from your account, disregarding if you or a third person made them." Therefore, no refunds or credits are required to be distributed due to this type of issue.

I have won that amount of money and stayed well within my limits, I got mad because support wouldn't help me out with my problem they just claimed they did not believe me and that is was making the story up.

I stand by my complaint and will fight this into court if Roobet won't do anything about this in the future.

There have been deposits made to my account which I have not made, that and the money disappearing led to me contacting live support but they said the couldn't do anything about that.

And yes I wanted to use a quarter million dollars to support my family indeed, that doesn't mean I couldn't support them without that money, it just means I could have more financial freedom.

If Roobet doesn't unlock my account or if they don't send me the initial deposits there have been made since 9th of February this year I will have to take this case to court and than the decision lies with the Judge (in the Netherlands, that will probably tell Roobet to pay the whole amount of 230k due to the laws i am based in it wouldn't matter what the ToS state because court would stand above it).

Only thing I am asking now is all deposits since 9th of February this year back since I haven't made those and are indeed wagered on my account.

Hi all,

Thank you both for your replies.

Dear Jorrit13,

As the casino mentioned above, it is highly unlikely that a hacker would be making deposits to your account and play the whole sum of the funds. Secondly, do I understand correctly that you request the casino to refund you deposits made by a hacker? I'm sorry to disappoint you, but I believe that if the casino was going to make a refund, they would most probably send it to the person who made the deposits. When it comes to blocking your account, the casino has the right to do that, especially, when it suspects a gambling problem. I'm afraid, there is not much that we can do in this case. It doesn't really look like the casino broke any rules. If you disagree with our decision, I recommend you to turn to the Curacao Gambling Authority and submit a complaint to them: http://www.gaming-curacao.com/. I wish I could be of more help.

Best regards,

Peter