Roobet Casino - Player’s account has been disabled.

I have been playing on Roobet for over 6 months and have reached the top tier for their Roowards system. I have wagered over $650,000 on Roobet based on their numbers on Friday. I was playing on Friday 3/26 when after a few hours I was randomly logged out of my account while playing. Attempts to log back in wouldn't work and it said "account locked" when I attempted to do so. I suspected I may have been hacked as I had this happen to my Roobet account previously and had several hundred in funds stolen from my account. You are unable to contact their live support unless you are logged in so I made a new account simply to contact live support. They said they could not help me and would not provide any information on what happened at all. They said to email Roobet support and gave me an email and said I would hear back 24-48 hours later. I emailed and waited for a response. After 48 hours I logged into the new account to ask live support again what happened and that it had been over 48 hours and no response via email. I was once again told they could not help and to just wait. I finally recieved an email 72 hours later from the "Compliance Roobet" saying only that my account was found to violate terms of service and was closed. No other information or mention of what TOS was supposedly violated. There was no mention of how I could get the funds I currently had in the account either. They have closed my account with no explanation at all and are attempting to steal my balance. The only thing I did on Friday that differs from my normal playing session was earlier in the session I chatted with their live support asking for a bonus which they said they did not see I was eligible for and that a host would contact me if I'm ever eligible. I do not know if this request for a bonus upset them so they closed my account or if their was an attempted hacking. I have no idea why my account is closed or how to get my money back. This is horrible communication on Roobet's part and straight robbery for them stealing my funds.

Dear StoneColdBroke,

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?

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 Petronela,

My account was fully verified previously and I had made, and received, multiple withdrawals over the past few months. My current balance was not based on any bonus whatsoever. Roobet told me I was ineligible for any bonuses other than their Roowards. Unfortunately they locked my account after a large day of playing which would have resulted in at least a $100 Rooward bonus as well as the Easter promotion/gifts they have daily right now so in addition to having my balance stolen they have made me unable to collect these cash bonuses I earned with my play on their site. Thanks

Thank you very much, StoneColdBroke, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Roobet Casino to join us and help us resolve the player's isssue.

Dear Nick,

Thank you for your message - we will gladly provide you some insight into why StoneColdBroke was permanently banned from our website and all services on it.

User StoneColdBroke was found guilty of multiple violations of our terms, including promotion abuse, evasion of Anti-Money-Laundering verification including major violations of EU Directive 2018/843 and usage of VPNs to name a few.

We would like to give you an overview as to some of the violations from user StoneColdBroke to understand this matter better and If you require more information please feel free to ask.

User StoneColdBroke created over 150 different accounts on our website with different email addresses, names, ages, phone numbers and IP addresses. For data protection reasons we will not list them publicly but we would be glad to share these with you privately should you wish to see. These accounts were set up continuously day after day, sometimes numerous time a day. As stated multiple times in our terms of service, including the third page of the terms, we do not allow customers to open multiple accounts on the website without previously notifying our support team:

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. All accounts made to circumvent the companies KYC and AML checks and verifications will be reported to the authorities. Further information regarding the KYC and AML checks and verification can be found in our KYC-AML Policy. You warrant to report any additional account created by yourself or a close relative sharing an electronic device, household, IP address, or identity card without delay to the Roobet Support and fully verify it according to the KYC-AML policy.

Roobet terms of service stand 28.01.2021

User StoneColdBroke deliberately chose to create additional accounts to avoid anti-money laundering verifications, circumvent KYC checks, and claim one-time promotions multiple times. Roobet reserves the right to ban any customer immediately if they choose to deliberately circumvent these checks which stated under EU Directive 2018/843:

Multiple accounts that were not immediately reported to the Roobet Support, which is fit to trick the KYC-AML system or promotion system, will result in an immediate termination of your account; all remaining Roobidos in your Roobido-safe will be lost.

Any abuse of the company's promotion or affiliate system will result in your account suspension and exclude all services on the website. All remaining Roobidos in your Roobido-safe will be permanently frozen.

Roobet terms of service stand 28.01.2021

With respect to the balance user StoneColdBroke had with Roobet, this amounted to a total of $5.11 – we would be glad to refund this to the user so that the account can be permanently closed. We are not in a position to provide the Roowards as this system is designed to reward our current and legally permitted users for their service to our business.

This is a blatant lie. This is 100% false. I have only ever created 3 accounts there. The 1st (StoneColdBroke) is the only account I have ever played on or claimed any promotions.

The 2nd account I created was in order to use live support when my account was hacked some months ago. I do not recall the account name I created then because I was never planning to use it again. I only used it once to talk to live support. I claimed no promotions and I did not play on it at all. I never logged into it again after I spoke to live support. I can not provide the exact date this happened since I am currently locked out of my account, so I cannot check records, but they should have a record of it because they helped me regain access to StoneColdBroke. When I regained access to the account I saw that my funds had been stolen. I spoke with live support and told them this and they said there was nothing they could do but they would give me a one time bonus that was nowhere close to what was stolen.

The 3rd account (StoneColdBroke2) was the one created recently when they locked my account and once again it was only used to speak with live support. I spoke with them when it was created and then again 2 days later because I had not received the email they said I would get within 4 hours. Those are the only 2 times I logged into that account and I never played on the account nor claimed any promotions.

Roobet stating I created 150+ accounts and that I claimed bonuses multiple times is 1000% a blatant lie. The only bonuses I have ever received were on StoneColdBroke and those were the one time bonus when I was hacked, a handful of bonus codes received via their Twitter or from me watching a stream for 15 or 25 cents, and the Roowards I earned from my losses. None of those were claimed more than once.

I also have never been asked to do any type of additional verification. I would ask Roobet to show the emails they sent requesting any type of further verification because they do not exist.

I also was in the middle of a bonus buy when the account was locked so my balance was not at $5. And I lost $10s of thousands of dollars on their site and was due massive rewards.

Roobet is blatantly lying about all of this. I have never in my 43 years of life experienced any type of customer service from any business such as Roobet is providing now. They are blatantly stealing from a customer who lost lots of money to them and they are blatantly lying about why the account was locked.

I would also like to point out that all of their promoted streamers/influencers, people they give free money to play with and keep a %, tell their viewers to create new accounts and use the streamer's referral code in order to be eligible for the streamers giveaways. I personally never did this, but why are they allowing people they sponsor to instruct customers to create new accounts if this violates their TOS?

Additionally, they have still yet to respond to me via email.

It is insulting that they're offering $5 to cover their thievery. It is obvious that Roobet does not wish to make this situation right so please let your users know that this casino is stealing from their customers and lying about the reasons they are stealing.

Thanks

One correction to my above reply: they said they would send the email in 48 hours not 4 as I stated above.

Also, in regards to Roobet stating that

"Multiple accounts that were not immediately reported to the Roobet Support, which is fit to trick the KYC-AML system or promotion system, will result in an immediate termination of your account; all remaining Roobidos in your Roobido-safe will be lost."

in their reply I would like to point out that the 2 additional accounts I did make, that I spoke about in my reply, were both reported to them immediately via their live support so I did not violate the TOS at all. The very first message I sent to live support both times was stating that I had created the account simply to speak with live support because I was locked out of my account. To avoid confusion, Roobet makes users unable to contact live support if you are not logged into an account. Therefore, in order to speak to live support you have to create a new account if you are locked out of yours. I was instructed to do this by one of their sponsored streamers so I could speak with live support.

Dear Roobet Casino,

If you have the above mentioned evidence, please send it to nikolas.b@casino.guru. We will check it and get back to the complaint as fast as possible.

The proof regarding the user's accounts has been emailed. Thank you Nick!

Thank you Roobet for the fast respond. I've requested additional information from the casino. Extending the timer until we wait for the casino to respond.

Further information has been provided, thank you.

Thank you Roobet for providing more evidence of the case. I've asked for a few more information through e-mail.

Sorry for the long wait, I have replied to the email you sent. Thank you!

Dear StoneColdBroke and Roobet Casino,

After taking into consideration all the received documents and proof, we will be now closing the complaint as rejected. The casino has prooven that the player has created multiple accounts in the casino therefor breached casino's terms and conditions. I'm really sorry that we could not help more in this case but do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru