The player from Chile has made multiple deposits but a part of the deposited funds seems to be lost. The casino provided proofs that disproved some of the player's statements, but failed to prove that all disputed deposits were credited to the player's gaming account. The player was advised to contact the licensing authority of the casino. We were later informed that the authority investigated the player's case and ruled in favor of the casino. Based on the decision of the authority, we closed the player's complaint as 'Rejected'.
Roobet Casino - Player’s deposits have never been credited to his casino account.
Amount: $110,000
Roobet Casino
Safety Index:Above averageSafety Index
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7.9
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Case closed
Our verdict
Regulator: Casino was right
REJECTED
Case summary
8 months ago
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3 years ago
Dear TikiTiki,
Thank you very much for submitting your complaint and for forwarding all the relevant communication and screenshots. I’m sorry to hear about your problem.
I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account.
Do I understand correctly that the casino has credited partially your account with funds but then stopped without further explanation?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
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Dear, along with saying hello and thanks for your quick management, I step to answer your questions.
It is correct to say that the casino stopped without further explanation about my pending deposits. The only logical reason I can think of is that they got upset that I was withdrawing the money and not gambling it. Which I find unusual and unacceptable.
The means of payment used were cryptocurrencies, therefore, they are already reflected in their casino accounts, funds which they already used, by the way.
They are reflected a long time ago with many confirmations in the respective Blockchain. The casino acknowledges its mistake but without further explanation decides to leave me without my money.
Yes. You understood perfectly, as I mentioned earlier the casino recognized the mistakes they made and started a refund process. Which does not leave me satisfied either since for a transaction valued at about $ 640 they only credited me 420. To give an example.
The money does not need to be located as the casino is fully aware that I sent the funds to their wallets correctly and they have already used my funds.
Without other particular, and to add that I am willing to provide all the necessary details and information.
A cordial greeting,
Ricardo O ***
Edited by a Casino Guru admin
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3 years ago
Thank you very much, TikiTiki, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.
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3 years ago
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Thank you very much for your good wishes, and I hope so. I am counting on you to help me solve this great and serious problem that has caused me so much damage.
Best regards,
Ricardo O ***.
Edited by a Casino Guru admin
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3 years ago
Dear TikiTiki,
I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue.
I would like to invite Roobet Casino representative to join this conversation.
Dear Roobet Casino representative,
Could you please clarify the situation and explain why the funds TikiTiki deposited have not been credited to his gaming account?
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3 years ago
Hello Andrej and Tiki,
I see that unfortunately this issue has been misrepresented to Casino Guru, I am happy to provide clarification regarding this matter.
On the 1st of July Tiki reached out with complaints of some deposits not being credited to his account correctly. As this is an automated system set up on our end, we took some time to gather all the relevant information and began looking for the "needle in a haystack" for a few missing deposits out of many that were successfully made to Roobet. Over the course of the week Tiki contacted us we worked to locate and credit their account for these transactions.
After some information gathering by our support and back and forth with Tiki, we did indeed find some LTC deposits that were regrettably not correctly credited to their account. We promptly credited their account for those deposits to the tune $3,375.50 - with which the funds are the customer's to do with what they will. At no point was Tiki's account locked - as of right now they still have full access to their account, and withdrawing the funds was never an issue for Roobet.
To go with the complaint of missing LTC deposits, which at this point have been fully resolved, there was also the complaint of some missing ETH deposits.
We did the same digging for the ETH deposits as we did the LTC deposits, as well as had our developers take a deep dive as well, especially since the situation was credible due to the LTC issues Tiki experienced. They took a hard look and confirmed that there was no similar issues with ETH and that all ETH deposits were credited to the account as they should have been.
We relayed all of this information to Tiki as we worked diligently with them to make sure we addressed every potential issue, and we are immensely sorry for the confusion and inconvenience caused by the system improperly processing the LTC deposits.
After we relayed this information Tiki began to spam our live chat support staff with further complaints. We kindly offered them escalation protocols by directing them to contact our support email multiple times, unfortunately they chose to continue on in the live chat system to the detriment of our other customers and we had to execute a block from that avenue of support due to that. Tiki to this moment is free to email us for further support, although regarding this particular issue everything has been thoroughly investigated by our lead developers and there are no more deposits that have not been successfully credited to the account so there is not much for our support staff to add regarding this situation, which has also been communicated to Tiki.
So where we stand currently is the LTC issue has been fully resolved, all transactions that were not correctly credited were found, and there is no issue to report with any ETH deposits as reported by our developers. It is a curious claim that a customer would have deposited 43.728031 ETH, never get credited, and not contact support at the time the issue occurred.
It is difficult to believe a customer would deposit money to a site, never receive that money, and keep doing that over and over, and never contact support while the issue was happening until months after their last deposit.
Tiki claims to have over the course of their account history deposited more than $100,000 in ETH to their account that they never received - but they also never previously contacted our support with any information regarding this kind of issue until 2 months after their last deposit to the site.
We can resolutely state that there are no missing ETH deposits for Tiki's account. I also want to note here that the issue that the specific issue that occurred with LTC deposits cannot and did not also happen to ETH deposits, as these are separate systems. I confirmed this with our lead developers as well.
For the multitude of reasons listed above we do not believe this claim is credible. There was an issue with the LTC deposits, it was fully resolved and we were more than happy to do so. The claim regarding ETH has been investigated thoroughly by our developers and determined to not be an issue. And the claim itself regarding those funds seems implausible at best.
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3 years ago
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Dear Casino Guru and Roobet Representative (Who by the way, was not identified)
After seeing your response, it is unfortunate what is happening. Since although you recognize that there were "some" errors, then you do not recognize all the errors. It is worth mentioning that of the about 7x LTC transactions / shipments / deposits only about 20 were credited and even a value far below which you used that money.
It should be noted that I did not spam their live support at any time. And without prior notice they decide to cut communications and block me from that. As much as by email as by his said support in chat.
This for me is a situation where they clearly have no idea what they are talking about, since from the beginning I was denied all kinds of help. Then when they saw that I insist on my deposits, they began to recognize the error. However, I seem to see that they are very bothered by the fact that I withdrew that little money for which they credit me. From that moment they began to refer me to their "email team" and that I had to wait for the prompt responses.
I have several answers to your esteemed Roobet questions; however they were not very precise in asking (if they did, if you like.)
The main problem is that I received payments that I did not plan to receive on those dates in which the funds were received from you.
I read, read and read its terms and conditions and at no time is the deposit through a third party prohibited.
So, as I mentioned earlier, these buckets completely, and I mentioned them to your support colleagues; They were payments to me. Unfortunately at that time (which I regret, since I trust you) I gave the addresses corresponding to my wallets linked to my Roobet account.
The payer had to pay me LOTS of time before the dates he paid me. However, he did it without prior notice and to this day I would not have found out if I did not start to review all the information.
Well, without going so long, I want to point out that they credited me with the money you indicate. Okay, perfect. Where is the difference of that money? Since as I said, I deposited much more than that. And you know it.
I need to be clear and serious about this because for me THIS is not a game.
For the next communication I would ask you to identify the casino representative, since they handle all my information, at least I ask for the name of such person. And from what said representative mentions, he is not part of the "developer" team as I understand it. Since it only mentions that its team of developers reviewed all this.
Even so, they do not give any kind of explanation of where my money is, because it is NEVER reflected in my account and it should be noted that if they have so much automatic system to send promotions, surveys, among other things, they should also have a system that warns that deposits are ready or verified. Do not believe?
I need my money and I really hope that they have all the antecedents to back up what they say since on my side this is the clearest proof I have. MY ACCOUNT ON YOUR PLATFORM. Which only the deposits that you manually credited are reflected. And by the way, they know very well that they did not respect the exchange rate.
I hope with all my heart that you think with reason of logic and justice. This is not fair to me, or to any other player or person.
Waiting for a prompt solution and return of my cryptocurrencies and;
Attentive to the following responses,
Ricardo / Tiki.
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3 years ago
Thank you, Roobet Casino, for your input.
Dear TikiTiki,
Could you please forward your deposit/cashier history to my e-mail address andrej.p@casino.guru? Thank you in advance.
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3 years ago
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Dear Casino Guru,
I am writing to tell you that the casino in question (Roobet) decided apart from all the problems that have caused me to permanently block my account for no reason.
This shows even more the little interest in solving this problem and of its players, which also shows that they are withholding, hiding and giving no more reason to have my money.
I demand from the casino the total return of my assets that were deposits in the aforementioned cryptocurrencies.
I have no interest in continuing to occupy your platform, however they must return my money.
Sincerely,
Ricardo O ***.
Edited by a Casino Guru admin
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3 years ago
Thank you, TikiTiki, for the update and for providing your deposit history via e-mail.
Could you also please forward the screenshots of all relevant (and confirmed) transactions made from your LTC and ETH wallets? Namely, the payments made from your Litecoin wallet (MHLg9YT7Xpr5hbfeHT7Fkx6Gcpg8defgdp) to MJrtN5L9eYC8Mzn1m71bY8PnEsZRRrM2Jp, and payments made from your Ethereum wallet (0x81edd70b02f1bacce77909172dd9ae3034bf1118) to 0xE2386736437dA8fAB87e6E7186Df1C8DC87F3089.
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3 years ago
Translation
Dear, along with saying hello I indicate that these transactions were carried out through a national exchange house, for which the cryptocurrency shipments are made by them under their own wallet; from which they assign me a different one than the one they use to make shipments.
Although I think I have the history of shipments from the exchange, although I mention that it is a national exchange house. Therefore the funds are totally legitimate and not as claimed by the casino that they blocked my account due to their AML policy.
Let me know if you need some screenshots of the shipments and I will see it directly in my accounts of the national exchange houses.
Beforehand thank you very much.
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3 years ago
Dear TikiTiki,
Yes, please forward the screenshots to my e-mail address andrej.p@casino.guru or feel free to attach them when replying here.
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3 years ago
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Dear, I am compiling the requested information. I'll send it to your email in a few minutes. Thank you. It is worth mentioning that the currency exchange in question is Buda.com, a platform which complies with all KYC and AML standards. There is also the CryptoMarket exchange, which also complies with the aforementioned. As there are larger amounts of transactions, I will proceed to send you the Buddha captures, which are only equivalent to shipments made through a smart contract.
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3 years ago
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Estimated,
I just sent you the request.
Waiting for your prompt response to solve this great problem that the aforementioned casino has generated for me,
All the best.
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3 years ago
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It is worth mentioning that the addresses that I initially provide for the return of my cryptocurrencies are those exclusively provided by Buda.com, therefore, the cryptocurrencies will arrive directly to the exchange house in which they were sent.
I am still very sorry about this situation and I hope to get my cryptocurrencies back.
At least the ones I mentioned and sent proofs via email.
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3 years ago
To be clear, we are in no way disputing the amount of funds that were deposited to our site.
We are disputing the customer's claims that he deposited those funds and that his account was not credited.
Those funds were deposited, received on his account, and used to play on our site.
With the exception of a few LTC deposits that did not go through, there are no other issues with any of this customer's deposits not correctly being credited to his Roobet account. And as I mentioned previously, those few LTC deposits were successfully located and sent to this customer's account as well, with all other deposits having been investigated and confirmed as successfully credited.
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3 years ago
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To be clear, I am struck by the fact that Roobet claims that the funds were credited to my account, and to be even clearer ... that I played them on their site. It should be noted that since they banned and / or deleted my account from their site, it is more than clear to me that they give even more reason to believe that they do not want to take responsibility for their acts and negligence in this regard.
I really don't understand the reason my account was deleted ... so that I don't have access to more proof that my funds were not credited? To not reveal the support chats where they claim there were errors?
I find it not very credible since I provide all the necessary evidence and that the casino in question continues to question my statements, which by the way, are true.
I need my esteemed cryptocurrencies from Roobet,
I have not the slightest interest is to continue using your platform. So delete all you want, but give back my money which is mine and totally legitimate.
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3 years ago
Dear Roobet Casino,
Do I understand correctly that you claim that the entire disputed amounts of both Ethereum and Litecoin deposits have been successfully credited to TikiTiki’s gaming account? If so, I’d like to kindly ask you to provide evidence to prove these claims. You can forward the information to my e-mail address andrej.p@casino.guru.
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3 years ago
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Dear, along with saying hello, since I am an involved and direct part of this case, I would like to request the same information from the casino in question since they refused from the beginning to provide it and only focused on saying that their developers and I do not know what things. The truth is for a thing of logic I also need those tests since they eliminated my account completely, where clearly and I still have the captures of the deposits that were only those manually credited by the casino (And also only some. Not all ) for that and more I also request that information. If possible and don't mind Roobet Casino. Since this is a serious matter and you really are not taking the weight of the matter, and apparently you believe that you can do what you want with the money of your clients, especially clients like me who am from Chile.
They should respond more seriously and give concrete and real evidence about this.
Since I already provide all the information and evidence necessary for this case and demonstrate that you did NOT credit all of my cryptocurrencies.
Now I can only think that you are waiting for the right moment for my cryptocurrencies to go down in value to return them.
The truth is that I feel that the team at this casino is very inefficient and not very serious.
Please do whatever you have to do, but hurry up as I need my cryptocurrencies back.
Do not dwell on the matter if you know that I am correct. If not, they would not have deleted my account.
Please conform to the logic and reason of justice.
I hope for news soon.
A cordial greeting.
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3 years ago
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Dear, I am writing to request the tests again and also to know the exact reason why my account was deleted from your platform. Since you, via email, basically accuse me of money laundering, which is basically a very serious claim. To be clear, this statement and justification for eliminating and not "providing services" on their platform seems implausible in the best of cases because they never requested, for example, documentation about me, or my sources of funds. It should be noted that as I mentioned earlier, these funds are totally legitimate and that they have passed a strict KYC and AML process by the aforementioned national exchange houses, which by the way, have much more support than you do.
They never requested before deleting my account and keeping ALL of my funds, a proof of origin of funds for example, my ID or national identity document, a proof of address, nothing at all. They only made me fill out a basic form that by the way, any user of their platform can enter the information that they deem appropriate (They can hide and / or omit information. Which is also worth noting that I provide my data verbatim. , requested without any type of error, omission, or falsehood.
Therefore, more than 12 hours have passed since the information, required tests, etc. were requested from them.
Which draws my attention deeply and makes me think the worst of you, since this case, as you well mentioned, started a long time ago, therefore, those data, tests or whatever they are inventing at the moment should by at least, have prepared them from the day I present this formal complaint, before you.
It seems to me that they lack judgment, and it is very unfortunate what they do with their clients or potential clients.
To give an example, "The false advertising / marketing / promotional / false money" that they make through their associates on social networks such as Twitch or other networks.
Is it the same as an ordinary person who aspires to win a big prize as you show through these strategic partners in social networks, that a person who has INFINITE MONEY on his platform wins a big prize?
The answer is quite simple.
NOT.
Since the person who is interested in his platform watching this type of content dreams of having that "luck" of winning something in the best of cases. Also risking your own money.
Instead your partners, the only thing they do is spend infinite money provided by you and make people believe that they win "Big"
What I want to highlight with all this ...
It is simple, that you from the beginning do not use practices attached to ethics and good morals.
Dear Roobet Casino, please ...
I ask you to return my cryptocurrencies as soon as possible, since you already have all the necessary background, I see no reason for you to do something like that to me or to any other consumer.
I await your prompt response, and also, the prompt recovery of my cryptocurrencies in full.
Greetings, best wishes, hoping you improve your operational and business practices.
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3 years ago
All customer transactions have been sent to Andrej via email - Tiki this should be the same information that was already provided to you by our support staff.
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3 years ago
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I find it curious that they took so long to respond ... in addition to that they claim that I already have "those tests" which is not true.
I would like to ask you with all due respect if you can also forward the alleged evidence to my email, since as it should be mentioned again, I am an involved and direct part of this case.
Why did it take so long if they had already supposedly given me the same information?
Dear Roobet ... I await your reply patiently ...
Again.
And maybe one day they will have the respect of at least identifying themselves, since as I requested at the beginning of this dispute and complaint, it seems to me a lack of respect towards me not even knowing with whom I am dealing.
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3 years ago
Thank you, Roobet Casino, for providing the requested information via e-mail.
Dear TikiTiki,
Kindly note that we are currently waiting for the casino to provide us with additional information regarding the issue. The casino representative informed us you have already escalated your case to the Licensing Authority, which ruled in favor of the casino. Could you please confirm this?
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3 years ago
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Thank you dear Andrej.
I comment that although I contacted the license provider of this casino, I never had a formal response from the casino authority. I was insistent on even forwarding the emails so that I could contact the licensing authority and I had no response. I am very surprised that the casino in question has made a statement of such magnitude, since the license provider did not even respond to an email that I sent. Along with that, they never asked me for additional information, never anything, therefore a process like the one here was not started, which is being investigated and requesting background information.
So that statement is totally and absolutely False.
Probably the license provider cares little about this type of complaint, especially with cryptocurrencies and with clients like me who am from Chile.
The only thing I can think of is that the license provider told Roobet about this and it was like a light conversation. Even so, affirming that the license provider ruled in favor of the casino really seems like a total and absolute lie to me from the moment that first, I did not receive any response about my emails, and second that they never reported on the assumption " I rule in favor of the casino "so I feel like this casino is acting in a darker and more perverse way every time.
It should also be mentioned that I feel that it is not worth mentioning that I try to communicate with the license provider, after investigating the type of license that the casino in question has, for me it is a simple logo that they place on their platform, since anyone with money you can get a type of that license. The authority of this particular casino very much doubt that they take their clients' complaints and complaints seriously since, as I mentioned before, I was never given any answers.
I really hope this can be resolved soon, since initially I provided all the necessary evidence for this investigation and it should be noted that all that specific evidence was also in my old casino account which was deleted, due to "their AML policy."
I will insist with two things.
First
Could the casino representative, at least, identify himself with his name? It is not a very extravagant or out of place request.
Second
Could the casino also send me the alleged tests that they handle? That was also requested and from what I see they are denied for the simple fact of saying that I already have them. Another of his lies.
Hoping they can start talking to the truth Roobet Casino, and once and for all give my money back.
My best wishes.
Ricardo / Tiki
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3 years ago
Thank you, TikiTiki, for clarifying the situation regarding your complaint submitted to the Licensing Authority.
We would like to ask Roobet Casino to comment on TikiTiki’s statements and clarify why the transaction history of the LTC and ETH wallets that have been assigned to TikiTiki’s gaming account doesn’t correlate with his game/transaction history. I’m setting the timer for 7 days.
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3 years ago
Hello Andrej - I apologize for the delay in response. I have emailed you as requested regarding this information and I look forward to your reply.
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3 years ago
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Dear Roobet, I kindly remind you that I too am a direct and implicated party to this complaint. As I understand it, you in particular as a denounced casino are leaving me aside from everything. I mention again the enormous lack of respect that you have towards me and also from what I understand, Andrej I have already requested all the relevant information for this case.
Even so, they continue to insist on something that has no foundation or logic whatsoever.
They still do not answer any of my concerns and all they are doing is leaving me aside from all this and ignoring me as they did from the beginning.
I am very sorry about this situation, again, since they are giving me the luxury of making me wait so many days if according to their records I initiate this complaint and report it on July 1. Therefore, I do not understand how it is possible that after all this time it took me about a day to collect all the information and evidence regarding this and you continue to process all this. I find it regrettable and pathetic to be honest.
I look forward to my corresponding return of cryptocurrencies soon, since as you mentioned, the tests and all the things that you supposedly handle (since I have not seen or received anything) do not have any correlation with everything that I have reported up to this moment . Ultimately, they chose to delete my account, accuse me with their AML policy and go on and on with this as far as the question is ... how far do they want to go with all this?
Please stop lying so unashamedly and please once and for all ...
Give back what is rightfully mine.
Wishing for the best
TikiTiki / Ricardo
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3 years ago
Dear TikiTiki,
Please be informed that we are currently discussing your case with the casino representative. I will let you know once there’s any news.
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3 years ago
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Thank you very much Andrej in advance for the update. However, I would like to know more details about the case, if possible, since some time ago I tried to ask Roobet Casino to give me some information and clearly until today, they have refused. I would like to know, for example, what is being discussed and what exactly is happening. Thank you very much for your management.
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3 years ago
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Dear, along with saying hello, I would like to say that I would like the casino once and for all to address the various requests for intervention in this dispute. I find it unusual and really a shame that to this day they are looking for excuses which have no basis or logic and the same thing happens with the evidence that they must be collecting ... However, it draws my attention that even so, they themselves they recognized their mistake from the first moment. I feel that they felt somewhat cornered with the fact that it is a large amount (Not so much considering their income) and that they continue with their position. The truth is that this problem is quite serious, and yet Roobet Casino is taking it calmly and nonchalantly. I understand that I am not nor was nor will I be better "Clients", however I consider this situation to be very unfair. I am very sorry that they have decided to permanently delete my account as I consider it to be quite an ill-intentioned move on their part, considering that there were all the other endorsements that my account was NEVER credited with the total of my deposits. I have read your terms and conditions in conjunction with your AML policy at least 6 times and I still do not understand the exact reason why my account was deleted. It is worth mentioning that I do not have the slightest interest in continuing to occupy their platform, but even as I mentioned earlier I need all of my cryptocurrencies which they received and later used. Dear Roobet, I continue to insist on something very particular ... What is it that delays you so much? What was the reason for deleting my account? Even with all the records that you handle, which were also declared from the beginning in this complaint, do you refuse to give me the required solution? Dear Roobet Representative. Could you tell me what is the reason for not making the return of MY money which as you can see in the various tests and even in the tests that I imagine were sent to Andrej, they were not credited to my account and has no correlation with my history in your platform. I understand that you should investigate and take your time Roobet, but I will comment again ... it took me about a day to compile all the necessary background information for this case. You guys who have a WHOLE team behind you (or that's what I think) ... Why would it take you so long? They are really making my life really difficult, and I regret all this again. I never imagined that you would do something like that to me. Dear Roobet, please if there is anything to add, I would kindly ask and ask that I, who am a direct and implicated part of this case, also be taken into consideration. The truth is that at this point I no longer care to know exactly which casino representative I am dealing with, since from what I can see, they even have the luxury of refusing. I understand that your casino operates from the shadows and all of its public names are false for the sake of anonymity perhaps. Although it does not seem like the correct way to work. I hope that after this they begin to improve their commercial and operational practices. Every business along with the profit that it entails has its limitations and I believe that you have long since overcome them, reaching the point of being classified as unethical. They do not have much interest in their clients and at the first problem or difficulty that their clients face, they prefer to eliminate their accounts. However, you must take charge of your obligations and responsibilities and I ask you again, humbly. With a view of reason to logic and justice. Make a return of what is rightfully mine. You can mention your developers as many times as you want, but the facts and evidence show otherwise. Along with that I have never received any proof from you or any additional information regarding all of this. This situation is really frustrating me to such a degree that it is harming my life right now. I need answers and solutions. Finally, I hope to hear from you soon and please. When the time comes, I ask you to please confirm with me the reception addresses for the return of my cryptocurrencies. Best wishes hoping this world can get rid of corrupt and dishonest people ... Tiki.
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3 years ago
Dear TikiTiki,
We are currently waiting for a response from the casino to an e-mail that was sent on July 27, 2021. We asked the casino representative to clarify a few inconsistencies related to the provided evidence and your statements, and regarding the ruling of the licensing authority. Unfortunately, I cannot disclose more details as any information shared between a casino and Casino Guru in a private conversation is considered strictly confidential. I hope for your understanding in this matter.
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3 years ago
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Dear, I understand perfectly. Thank you very much for the information. However, all the information, and tests, among other things ... I requested them directly from the casino, but I see that I will not get an answer to my requests and queries. However, I hope that I can solve this problem promptly, and that once and for all they will give me back what is mine. My money.
Thank you very much again and I hope to hear from you soon ...
Tiki.
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3 years ago
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Dear Roobet.
Something new?
Don't you think enough time has passed for all this?
What are you waiting for to give me my money back, Dear Roobet Casino?
Please await my prompt return as, notably, they have no valid proof or argument to counter my claim.
Dear, I insist again. I'm not interested in continuing to occupy the platform but I need my money, which as you know ... They never credited me. I repeat ... conform to the evidence and reason of justice and logic.
Best wishes,
Tiki.
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3 years ago
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Dear Roobet Casino,
After analyzing the whole case again, I would like to know exactly what the problem would be until today.
As you mentioned, I initially contacted you on July 1 of this current year. Day which you, I remind you, recognized the errors in your systems for receiving deposits in your wallets, specifically an error with my account. Apparently, as I mentioned before, since, I do not have any proof or record from you (Despite having requested this and that on more than one occasion) other than my own tests and records ...)
It makes me think a lot, really. And I still don't understand why they can't share or send me what I requested, such as what Andrej asked them for a long time ago, which was a fundamental part of this case.
It makes me suppose and it gives me to suppose since I do not handle the complete information, that unfortunately, they do not have the records or evidence, or history of my account, because as mentioned before, there are many inconsistencies and the deposits that I made in Your platform / casino clearly has no correlation with my deposits and even with my gambling history, and, I make mention of this because you in a part of this complaint, accuse me of first, money laundering, and then that I I used those funds at your casino.
However, as I mention again, there is no correlation in my entire history, and there are many inconsistencies with what you are claiming.
Therefore,
At this point, I would kindly ask for a refund of my cryptocurrencies or cryptocurrencies. Because, for my part, I presented all the arguments and evidence necessary for this case and complaint.
Please remember to confirm my receiving addresses for the DUE AND JUSTIFIED return of my funds.
Dear Roobet Casino, I humbly ask you again to do your part. It's my right. It is only fair that they do so. It's my money.
Dear Casino Guru,
I greatly appreciate your management in advance, and I am willing, as I said at the beginning of this dispute, to hand over all the information, documents and collaboration within my reach.
At the moment I still very much disagree with everything the casino has mentioned, and the truth is that it is very unfortunate that they are ignoring me in that way.
However, that does not exempt them from their responsibilities and the events that occurred.
Roobet Casino, due to numerous requests for information, evidence, etc ... I see that they have no interest in proving what really happened.
However, the clearest and most convincing evidence for this case is present, which are the histories of my old account on their platform (Because they deleted it) and the most public support that exists. The blockchains. You also claimed that the ETH and LTC addresses DO belong to you. Those funds and money WAS received, and I am deeply struck that, although they NEVER credited me the money, they used it very well.
I will insist and suggest the following matters:
Since you are a casino (and not a small casino.) You should first of all handle your clients' information very well, what do I mean by this ...
I mean, it has taken them too long to get my complaint resolved and sorted out.
I also suggest that you better review your protocols and practices, commercial and operational.
I comment this also because during a long review and investigation that I took, I was able to realize that together with one of their bad Marketing practices, they previously made some agreements with Streamers from various places.
The Streamers began to advertise their casino to their fans, most of whom speak the Spanish language. A simple function of a translator that you can use for your support, don't use it. This greatly complicates communication with you.
In addition, most of its Streamers collaborators are dedicated to the GAMER field, therefore their audience is diverse.
What I mean by this,
That there is much MINOR on your PLATFORM. Because the audience they were focused on was that, to give an example in Uruguay the streamer "Malaso / Malazo" or in Argentina the Streamer "Carrera / Carreraa"
Because they have many consumers from various locations, they should support the languages of these customers. Regardless of age, they are probably not realizing that.
What they did, do and are doing is highly unethical, because they encourage little responsible gambling.
It is curious to see how they are so active in social networks, sharing promotions between and things. Sweepstakes, etc.
Why is it curious?
They have poor support and equipment. They should consider improving on certain points and be recognized not only for their unethical marketing.
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3 years ago
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Hello Andrej and Anonymous Representative of Roobet Casino,
Along with saying hello, I would like to mention a few other things that I find curious ...
According to the representative of the casino, and his first answer that was basically the only one that "tries" to clarify something, although, it basically leaves me more puzzled and worried.
It is relatively a very important information which must be highlighted and is that;
Roobet states at one point that they made a joint effort with their "Developers" since the situation, as they cataloged it was "credible given the problems presented in the account"
Here I face various difficulties in understanding Roobet Casino.
Given that, what exactly is the difference between LTC and ETH deposits? And I mention this because ... at the end of it all, they came to the conclusion that: "They are separate systems, so it could not happen"
It is curious that this information will not be handled from the beginning and it was duly communicated. It is quite worrying that the representative of the casino along with their support team, both email and live chat, did not know this information in advance. Which strikes me as an unlikely excuse at best.
The other,
They mention that, "My affirmations seem little credible to them"
But this does not remove the facts that occurred, which were confirmed by yourselves of the errors presented regardless of the time that has elapsed. If it bothers you so much, the fact that I, as a customer (Or rather ... ex-customer) realized a rather serious bug in your systems ... that's another matter.
I see no difference between crediting ETH or LTC deposits, unless you realized after a while that it was a considerable amount ... (At least for me.)
They put a lot of emphasis on the time that passed. However, from the beginning you yourself recognized the error and this was never a problem in this case, I feel that it is just another excuse.
On the other hand, they also mentioned that the situation regarding ETH was credible due to the issues presented with LTC
Hence also another of my confusion since ... Are they not separate systems?
Yes, I understand very well that they are separate systems. Although very well that from that point of view, this error can occur (And definitely did) also with deposits and deposits in ETH.
They did NOT give me proof of any kind regarding this. Not even the information provided by its so-called "Developers" or absolutely nothing.
I DO NOT feel like they are acting in a context-sensitive way, and at best, they are acting in a way far below the professional standard that they should be.
They have NOT made a statement, if you want, apart from the initial one, nor have they responded to my various interventions, neither clarifying anything.
There is NO answer other than a simple "Developers."
IF there is evidence that confirms the aforementioned facts regarding my BIG problem caused by you.
IF they chose to delete my account without due clarification or justification other than even a totally false and ridiculous accusation.
IF it has been a long time since this problem was reported; Still, it takes forever to gather the background, even the most basic ones.
IF there are many inconsistencies and there is NO history of my account; Except for the aforementioned deposits.
YES they confirmed that the LTC and ETH addresses are yours and YES they were associated with my account at your Casino.
IF they received the deposits which are duly reflected in their respective Blockchain.
They have NOT returned my funds, to this day.
YES ignore me, to this day, Roobet.
They do NOT have valid or logical arguments regarding all of this.
There is NO history of my ETH deposits on your platform. But they did receive them and they did use them.
For that and more it is more than evident for me, or for anyone, to affirm that my statements are TOTALLY AND ABSOLUTELY CORRECT IN EVERY SENSE. AND UNDISCUSTABLY TRUE.
For this and everything mentioned above and together with all the necessary tests from the beginning by and on my part,
I request my money again, legitimately mine, and that once and for all they make me a refund of my cryptocurrencies that were deposited on your site and not even you know why or how they were lost at some indeterminate or specific moment.
There is no question about all this. I have no doubt that they are doing things wrong. I can't understand why. The only thing I want to understand is that once and for all, decide to do what is right and fair. What is appropriate and what must be done. And that without a doubt, is to give back what is not yours.
My best wishes to all,
Tiki tiki.
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3 years ago
Thank you, TikiTiki, for your input. Please be informed that we are still discussing your case with the casino representative. I’ll let you know as soon as there’s any news regarding your complaint.
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3 years ago
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Dear Casino Guru and Roobet Casino Representative,
Along with saying hello, I thank you in advance that you are working to provide a prompt solution to this complaint and complaint presented.
However, I would like to point out some other things about myself.
Currently, I am a VIP member of several large, medium and small online casinos. National and international. And it should be noted that one of them, to give an example, I have been registered since approximately 2016. Never, and never present any type of inconvenience similar to this, much less accuse me of an alleged and unjustified bad origin of funds for giving a example.
Another point that should be noted, that in some of them, I have always received a very cordial treatment according to the needs. Also, any type of doubt or inconvenience was always solved in the best way and as soon as possible.
The other thing that in some, this subject is handled that I can come to understand. Until a certain point. What is "Anonymity".
However, I have had direct communication with one of the founders of one of the many casinos in which I usually stay, and spend some recreational time.
I asked him directly and very specifically about whether he with his systems could track and give any indication that my funds deposited in Roobet and SU casino were illicit or in some way gave some trace that they were illegal so to speak. (Which by the way, he did it the same way. Duly accredited national exchange houses; both nationally and internationally)
And the answer was quite simple.
After reviewing this information, he told me that there is no type of indicator or signal that shows that these funds come from an illegal origin for example. He also verified that since approximately 2016 that I have been with them, I NEVER had a deposit with an indicator marked "Suspicious, if you like"
This information is not that relevant in a way; However, as I can mention the above, I am a long-time player; And I am always responsible and honest enough about everything related to online gambling. I always take responsibility for my possible losses and always play money responsibly in my situation. I have and am currently depositing much more money than I did at Roobet; Even doing the math, I am in negative numbers about my earnings; And it is something totally and absolutely natural, because my love of gambling is not because I want to generate money; For that there are other things and that is why I work. My love of gambling or gambling lies more in a way of distraction and having a good time; Although this means a loss. Since I fully understand that in the long run, by probability and numbers, the casino is destined to win.
However, with this casino it was very different. Since I could never somehow enjoy MY OWN money. If the events that occurred were different, I would assume it with total normality; As I do in other casinos; However like everything that happened with this particular Roobet casino, I can't let it go.
I would like to consult directly with you, Andrej, what exactly is missing to solve my problem. Since, as I mentioned before, I provided all the tests and procedures that were within my reach.
I would also like to ask you another question, and it is regarding my complaint;
I would like to know, and I am very sorry to ask this ...
But currently, or later, depending on the situation.
How much can I share about my case?
I ask you this because some close people, who I commented in broad strokes, Without even mentioning the name of the Casino in question, what was happening to me. And they advised me, that through some networks and themselves, we make a complaint as public as possible about this.
However, I feel that it is not the right way without first knowing a totally official and definitive answer from the casino regarding this, since they still have not really spoken to all this.
Although it should be noted, that without prejudice to the above, as I mentioned, I am willing to generate a controversy regarding this. Not to generate a controversy, rather so that it does not happen to other people and this type of case is not a common and isolated case. Rather, be something as it should be and be something that MUST NEVER HAPPEN. So before, I take the trouble to ask you, Andrej, if it is advisable or not. Rather ask yourself if it would be okay for him to do it or not. Because Roobet tends to post on their social media the "Great Promotions and Winnings" of the few players who actually win, I would also like everyone to know what kind of trouble they can get playing with and on Roobet.
Without another particular to add,
Tiki.
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3 years ago
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Dear Casino Guru and Anonymous Representative Still from Roobet.
Along with saying hello, I would like to know if Roobet can clarify one thing for me.
I understand that this dispute and complaint (Along with the future public complaint that I am considering making ...) is about my BIG CURRENT AND CURRENT PROBLEM that was mentioned and described above.
However I am somewhat concerned and very upset with these people behind Roobet Casino.
The truth seems to me a real and absolute shame that my various interventions regarding my problem still do not respond. But I see that they are not interested in the least, however I would like to know the reason for your marketing so aggressive-fraudulent and with public objectives towards even minors as I dared to mention before and I will mention again now. For obvious reasons I will not mention the person but I am absolutely SURE AND I AM CONSIDERED that he is a minor. Since he is a person close to me.
You won't believe me telling you that you told me about Roobet Casino. What's more, he asked me for money to deposit in this Pseudo-Casino. As he is a close person, I advised him and recommended that he leave all this. However, there are many minors who even gamble secretly.
Without going into that topic much, I asked him how he had known this Casino.
I was surprised by the answer.
TIK-TOK.
A social network, needless to say, there is a large audience for children.
The truth is that I had already mentioned this a few weeks ago. But I find it unfortunate that the Roobet casino, apart from the problems it generates for its customers, is also trying by all means to reach a larger audience. That is not a problem, when all kinds of measures are respected to ensure compliance with current regulations that include the prohibition of minors on this type of platform.
The truth is that I find the way these people act curious. I highly doubt that the Roobet Casino representative has any power or authority over this or any decision of the "Company" itself. But as a worker or employee of the same ... Isn't it hard for you to sleep at night, knowing what your employer is doing?
"ROOOOOOOO" Start for those cheap speeches and the famous "kangaroo or kangaroo"
The truth is that at least I, and I am sure that many other people who are on the side of honesty, sense of logic and justice ... They could not sleep at night knowing these kinds of attitudes and decisions that people close to make. be it, work, family, friends or whoever ... I mean that I, even if I need a job ... By principles and by my ethics, no matter how much I need it, if I see these kinds of situations ... The truth is that I hardly realize it ... I just quit, and I go somewhere else even if it hurts how much I am going to earn in salary.
The truth is that it is a matter of getting on YouTube, or Instagram also to give another example ...
As it is possible, that this Roobet Casino, allows its collaborators, whatever the relationship they have, to disclose this type of content without any sense, and very, very malicious. Since, for example, its greatest exponent that is, that such "Xposed" shows and shows and shows again that he earns a lot of money and even dares to say in one of his videos that: "He broke a world record in crazy time . " The truth is that yes, you may have broken any kind of challenge of that magnitude or another magnitude. However ... What person could not break that record, considering that the sponsor (in this case, Roobet) recharges the account with infinite money every time it returns to 0?
The truth even a small child could do it.
I really insist that you must improve your business and operational practices anyway. The truth is, if they continue in this way, with such aggressive and dark Marketing, the only thing they will stay with is with the new people who enter your site. Not to mention also, that these people will soon be leaving their casino, as many of them will realize what it really is in reality.
I understand that yours, as a casino, is a business. But as I mentioned in another intervention I did ... okay, profit as much as you want ... But ... How long ago did you break the barrier of what is qualified as unethical?
Well, without dragging this out too much, I'd like to ask Casino Guru, as a team, if you like, investigate this aforementioned situation. They will realize that what I say is real. Like my complaint.
I advise you, Casino Guru, to also take these types of situations into account when making a review and subsequent evaluation of a Casino, since as I can see, it has the highest score that Casino Guru delivers. So I find that qualification ... Obviously, they don't deserve it.
I hope my problem is solved soon and MY MONEY is returned, Roobet.
My best wishes
Sincerely,
Tiki tiki
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3 years ago
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I would also like to thank in advance the management and work that Casino Guru does.
The truth is that many times, people lean towards the easier side and even the darker side, however I would like to highlight the good faith that Casino Guru has and even the courage that they have every day. The quality of this site is impressive to see. The reviews they make are done in a very complete and objective way. Also very professional. They have many points in their sights, highlighting both the positive and the negative. The work they do helping players and clients of any casino also stands out a lot, since many times I find similar sites but they never even look anything like Casino Guru, since many times these sites that try to give a review about casinos, are people whose only purpose is to use your code or affiliate link, therefore, there is an economic issue behind those reviews, from other sites. Not to mention the possibility that many of those sites and reviews made by other people, even being paid and supervised by the casinos, which is totally contrary to the principles of Casino Guru, since Casino Guru is totally honest and has never received money from a casino for a review or rating for which it is very remarkable and worthy of admiration.
The truth is that I know that Casino Guru will go a long way, since good people must always be surrounded by good times and memorable things.
My sincere congratulations to the entire team behind Casino Guru. Best of successes to you and I hope you will soon achieve and accumulate more successes and reach the top of the highest hill. They deserve it.
I hope with all my heart that the evil that is dominating and destroying this world will soon spread.
A very strong hug for all, I hope that things change, and improve for and for the good of humanity.
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3 years ago
Dear TikiTiki,
Please be informed that the casino failed to provide us with sufficient evidence to prove their claims.
Since you have not received a reply to your official complaint sent to the Licensing Authority, I strongly advise you to send another one and add my e-mail address to the Cc (Carbon Copy) field.
My e-mail address is andrej.p@casino.guru. Please let me know if you have any questions.
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3 years ago
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Dear Andrej,
Yes, I have some questions. Could you guide me on how I should do this procedure? Since the only thing I can imagine is that the licensing authority did not receive my report, however I am surprised to learn that Roobet Casino knew about it. Well, I await your prompt reply. Thanks.
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3 years ago
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Dear Andrej,
The other thing I would like to ask you ... At this point, the casino does not want to acknowledge its mistakes and take responsibility for what happened? Because if they don't have any proof of what happened, and I do, I think it is obvious who is telling the truth. The other, I would like to know estimates from Roobet Casino, what possibility is there to return all of my funds, as soon as possible, to solve all this. Because as you can see, you yourself do not have all the information about what happened or enough evidence. Therefore I request to know the opinion of the casino regarding everything regarding this case and if they have any intention of solving this great problem.
Please let me know your answers. For the return of my money, please first check with me the reception addresses for confirmation. Thanks
Tiki tiki.
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3 years ago
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Dear,
Along with saying hello again, I wish that Roobet Casino were part of this once and for all; I understand well that you as a casino, did not provide enough evidence, which is basically the same as not having evidence. Therefore, I am very surprised that at one point you declared that you had given me that evidence. However, that is totally and absolutely false.
Dear Roobet, if you don't have the evidence for Casino.Guru and his team, what makes you think you will have it for the licensing authority complaint?
I have no doubts about the Casino.Guru team. I fully trust them. Therefore, if a team, like the one at Casino.Guru, which in my opinion is as much or more than the team of the licensing authority ... what exactly are they looking for with all this?
I understand that they seek to buy time at all costs; However, I believe that they no longer have any excuse or alternative.
Please give back what is rightfully mine.
Andrej, there is no possibility that you as Casino.Guru, can request from the Roobet casino the same thing that I am requesting? Specifically, that they give me a solution for this problem given the antecedents and events that occurred. In other words ... trying to get these gentlemen to put their hands on their hearts and once and for all do what they should do ... and that is the right thing to do, and that is without a doubt, is to return all of my cryptocurrencies.
I await your prompt responses,
Tiki tiki.
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3 years ago
Dear TikiTiki,
I’ve received your e-mail. Thank you for your cooperation. Please keep us posted on any updates regarding your complaint submitted to the licensing authority.
We’re currently waiting for the casino to provide additional information via e-mail.
Since additional time is needed to investigate the issue, I’m extending the timer by 7 days.
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Dear,
Although I do not agree that the casino will continue to be granted more time, I am waiting patiently.
On the other hand, I would like again to request the opinion of Roobet Casino regarding some events.
Could you tell me what is the EXACT reason which gives reason to delete my account from your platform?
As I said, I am not in the least interested in Roobet as a casino and as nothing.
However, it seems curious to me, that although I could not "Interfere with their work to other clients, regarding live chat" Since they blocked me from there, it is not that I could do anything special with my Roobet account, except for playing or depositing funds. However that would not happen, for obvious reasons and I will not explain why they are obvious. They simply deleted my account because there was all the backup information that I had at my disposal regarding this complaint.
So I come back to another point ... Why did you accuse me of violating your AML policy? Specifically, why am I being accused of money or asset laundering?
It's a pretty serious accusation, and they haven't referred to that again so far, even though I'd mentioned it a long time ago.
On the other hand ... Hadn't they been aware of this alleged infraction before?
Does it coincide exactly when I make my complaints regarding what happened at your casino?
For that reason my cryptocurrencies are not returned as it should be done? However, have you already used them? What should be the procedure with supposedly "illicit" funds? If supposedly they are of a bad origin ... would you not also be committing the same crime? What do you think about all this, do you believe and continue to affirm that it is implausible to you? Isn't it more contradictory not to respond to anything I am requesting, and still ... continue to contradict what you yourselves say? Doesn't it seem like it is time to give a solution and I end all this bad moment that they have put me through? What prevents you from returning my money that you occupied and later do not give any more signs of life regarding my complaint and are simply ... waiting? Until when will I keep lying? Are they going to contradict each other again? Why at some point do they claim that I have access to my account, which at the moment is a lie? At the time they say I have access to my account ... it still hasn't occurred to them to invent that I had broken a rule? At what point am I asking you a favor ...? Don't you think this is not a favor, but rather a duty that you have to perform? Are they really not seeing it?
All this is still quite evident. But hey, I can wait longer ... No problem. I'll just hope they do what Roobet Casino ladies have to do. And that is giving me my money back.
Dear Roobet, could you then make a formal and official statement regarding all that I have mentioned now, and previously, or will you simply remain silent awaiting your judgment from the public opinion?
There is no doubt, here clearly you are never fair nor do you seek to be fair to the players. They are only a vulgar, unethical business and their only objective is to profit at all costs; Even going on to carry people.
I will make sure initially that none of my compatriots put a penny more, in their place. Then I will make sure that each person knows about the things they do. And they will decide themselves whether to be on your side which is equivalent to falling into a bottomless pot, or just making the right decision and if they really want to play, look for a reputable and reputable casino.
I simply have no doubt that the only thing Roobet is for is to have a hard time, wasting money and time.
Stop making false expectations of people with your outrageous and unrealistic advertising about your casino. There is no chance for any person to deposit 5,000.00 USD - 10,000.00 USD every day, every time he loses, to try to get closer to the gains that his partner Xposed shows for example.
They are simply ... lies and play on people's good faith.
Please, I await prompt news and clear and concrete answers about my complaint.
Sorry to get out of context a bit, but I think there are things that deserve to be said. I also believe that with those kinds of lies that they use through their collaborators to attract more people to their site, I have no doubt and I am a witness to how they even keep their players' money and therefore you do not tremble or you hesitate to lie and even you believe that your lies are true.
Gentlemen, do the right thing and start doing the right thing; I am sure that they will do better by doing a good or the right thing and being somewhat kinder to their own players ... Do not bite the hand of those who read to eat.
My best wishes,
Tiki tiki
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3 years ago
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Dear Andrej,
Along with saying hello, I mention that I have not received any response to the E-mail sent with a copy to you to the license provider of this casino.
I hope that Roobet Casino already responded to the requested information.
I await your prompt reply,
Tiki tiki
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3 years ago
Dear TikiTiki,
I apologize for the delayed response. Please be informed that I’ve been in contact with the casino representative who failed to provide us with sufficient evidence that would prove that all disputed deposits have been successfully credited to your gaming account, however, there is sufficient evidence proving that at least some of the disputed Ethereum deposits were credited. Therefore, the evidence contradicts your statement that no Ethereum deposits were successfully credited.
As the casino failed to provide sufficient evidence to prove that all disputed deposits were credited to your gaming account and you have contacted the regulator of the casino, we will wait for the decision of the regulator. Until then, the complaint will be closed as ‘Waiting for decision of regulator’.
The time frame in which they respond varies greatly – It can take months in some cases. Please let me know once you’ve received a response from the authority. My e-mail address is andrej.p@casino.guru.
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2 years ago
Dear all,
We’ve been informed by Antillephone N.V. that this matter had been reviewed and the case closed in favor of the casino. Based on the decision of the regulator, we are closing this complaint as ‘Rejected’.
Dear TikiTiki,
I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.
