Roobet Casino - Player's concerned about their balance.

Hello,

Today I was playing on roobet (like other times), and suddenly it tells me an error, contact customer service. My surprise is that a withdrawal amounting to USD 1355 has been made that I did not make.

It is totally impossible that someone has accessed my roobet account, since I use iPhone (device that cannot be hacked) and additionally I have never entered any strange link, nor have I entered my password, etc... I am perfectly aware of digital security .

I have contacted roobet customer service and they indicate that yes, that a withdrawal has been made, but I have not done so.

Dear gerard98b,

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. Is there a chance to cancel the withdrawal? Have you discussed this option with the casino?

Do you currently have access to your account?

Lastly, I would definitely suggest that you change your password as soon as possible.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Cristina.

The casino indicates that it is not possible to cancel the withdrawal, yes, I have access to my account

Thank you

All the best

Thank you very much for your reply, gerard98b. Could you please advise what is the current status of that withdrawal? Is it marked as pending or processed?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina.

The withdrawal according to the casino is marked as processed. It is very strange since all casinos take some time to make withdrawals and verify them, and in this case this supposed withdrawal that I did not make was processed in seconds

I will email you my conversation with the casino.

Thank you,

All the best

gerard98b, do you recognize the payment method that was used to make a withdrawal? Which withdrawal method was used?

Hello again Christina.

I don't recognize that withdrawal method that was used (the BTC address that was used)

bitcoin was used

Thank you

A greeting

I understand. Unfortunately, in this case, I am afraid that we are not able to help. You are the only person who is responsible for your account safety, and believe it or not, there are ways that hackers can find out your information and get into your account without your knowledge.

Since the withdrawal was requested via bitcoin, it is close to impossible to prove that the withdrawal was not made by you or the casino.

As it would be difficult to find whose mistake this is and who did this we are not able to proceed further with our investigation. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.

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.