Roobet Casino - Player’s active balance has disappeared.

On the 18th September 2021 I deposted money via bitcoin and played on the casino.

I won and decided that I would cash out 3179 USD.

Upon going to the withdrawal section of my account it was asking me for two factor authentication.

I had never set this up so I immediately contacted live support whilst the funds were still in my account to flag my issue and that I never set this up.

During that time I was asked to send proof of my last 3 deposits which I duly sent them. The lady "Ellie" I was talking to said she would review the details and it would take around 5 minutes to review. I feel as I had told them I never set this up my account should have been secured at this point immediately.

About 3 minutes later after this, I noticed all of my balance had disappeared from my account, I assume Ellie had done this whilst she was reviewing or securing my account.

I asked where my funds were and was told I had placed 3519 on the crash market which won and then again double the amount 6358 again and that one lost (All within 20 seconds)

I was told someone must have got into my account and used the funds and had also set up two-factor authentication.

My complaint here is that when I noticed something suspicious on my account I immediately flagged it and if the chat representative had correctly done her job my account should have been secured quicker, on checking the history of devices logged in to my account i noticed at the same time IP addresses from Japan and Canada were logging into my account ( I am in Greece)

It was evident that someone hacked my account and that should have been clear to the Roobet team.

I have emailed twice and spoke on live chat who have simply said it is my fault and there is nothing they can do to return my funds to me.

I am looking for the below as an outcome here:

My initial winnings of 3179 returned to my account

An apology from the casino for not acting quick enough to secure my account considering I flagged a security concern whilst the balance was still in my account.

Thanks in advance for all of your support.

Dear swalke52,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots, possibly your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.

Could you advise what supporting evidence you have to demonstrate your theory about other IP addresses being logged into your account?

"on checking the history of devices logged in to my account i noticed at the same time IP addresses from Japan and Canada were logging into my account"

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Hi There, I have sent all supporting evidence showing my account being logged into from different locations. Roobet offers the function of checking current logged in devices. On the screenshot I have emailed to you my IP address is listed as being in GR (for security reasons it ends in 161)

From the screenshots I have sent you you will see the timing of events including all of my chat history clearly showing evidence that this happened whilst I was on live chat with their agent.

You will need to convert time zones as I am in Greece and they are based elsewhere on a different timezone.

I also confirm I absolutely did not provide access to anyone else, as is evident it would be impossible for me to be logged in from 3 locations at the one time which shows on the screenshot.

Thank you very much, swalke, for the forwarded email. I checked the entire conversation and would like to ask you if you have received emails from any suspicious sources suggesting that they're acting on behalf of Roobet Casino?

"Please also ensure that any time you are emailing with Roobet, that you are speaking to a @roobet.com email and not an @gmail.com or other email."

Looking forward to hearing from you.

Hi Petronela - I did not receive any emails from any suspicious email address.

The crux of my complaint as I have tried to explain to Roobet with no success is that it was evident when I contacted them on Live chat (Prior to the money being taken) that my account had been hacked. When I first contacted them and said that I had not set up two-factor authentication the funds were still available in my account. I had flagged the suspicious activity to them and was unable to do anything on my account due to having this two-factor authentication set up.

It wouldn't allow me to make any changes to my account without entering this secure 6 digit code which I could not get as I hadn't set up.

I hope I have supplied a full overview of the situation.

Thank you very much, swalke52, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 There, another mediation site has taken this case and in dialogue with the casino. The casino are continuing to refuse resolving this so I believe to be fair to the casino I will await for the outcome from the other mediation site. This complaint can be closed at this time.

Hello swalke52. 

Thanks for the info. We are closing this complaint for now, and wish you a satisfactory solution. If you fail, let us know, and we will try our best to help you.