The player from the United Kingdom is experiencing difficulties withdrawing winnings since his country became a restricted jurisdiction. The casino initially stated that they were not in a position to refund the player as they had broken the terms and conditions by registering from a restricted country. After some time, the casino then stated that they had returned the player's balance to them. The player did not consider this to be a satisfactory resolution and requested that all of their deposits be returned to them. As the player had played with these deposits of their own volition and no funds were now confiscated, we did not consider there to be sufficient reason for the deposits to be returned to the player and so the complaint was ultimately rejected.
Roobet Casino - Player’s struggling to access his casino account and winnings.
Amount: $25
Roobet Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
I have been playing on roobet for years, my address has always been on there.
was playing today and it logged me out tried to log back in but it said account frozen.
i had an email from roobet stating due to me being in a country that isnt allowed then my accounts been closed.
theyve never had an issue before and have taken my money.
i had money in my account and now they are refusing to give me it back?
surely they cannot do that as it is my money that i deposited ?
please see attached emails
Dear tquinny,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):
"You warrant not to access the website from one of our restricted territories. Residents of the following jurisdictions and territories may not access the website or register an account on it: The United Kingdoms, Gibraltar, Cyprus, Malta, Sweden, Bonaire, Curacao, St. Maarten, Denmark, Lithuania, Hungary, Slovakia, Portugal, Spain, Poland, Aruba, Bonaire, Saint Martin, the Netherlands, Saba, Statia, St. Martin, the United States and all of its territories, including but not limited to the U.S. Virgin Islands, American Samoa, Puerto Rico, Guam, the Northern Mariana Islands, Albania, Haiti, Iraq, Iran, North Korea, Myanmar, Nicaragua, South Sudan, Syria, Venezuela, Yemen, Zimbabwe, Cuba. Additionally, residents of Donetsk, Luhansk, Crimea Regions and Russia, as well as any other jurisdiction that the Central Government of Curacao, deems online gambling illegal. That shall include all the named nations' territories and over sea provinces. Further information regarding the restricted regions can be found in the Restricted Player Policy.
By creating an account on the website or using any services connected to or on the website you warrant that you meet the condition and confirm that you agree with the above mentioned obligations."
Since there is no longer a possibility to register an account from a restricted country (see the screenshot below), I would like you to advise how long ago you registered your account. Do I understand correctly that you received winnings from this casino in the past? Was your account fully verified?
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
i could not advise as i cannot log into account i think the last time i can remeber it was around $30 but im sure roobet can answer as they have stopped replying to my emails
If your active balance is $30 approximately, could you please clarify why the disputed amount is a bit higher? Do I have your permission to adjust it?
Thank you very much, tquinny, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.
Hello tquinny,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Roobet Casino to join the conversation and participate in the resolution of this complaint.
Dear Roobet Casino,
Can you please provide more information regarding the player's balance and why the player is not able to retrieve it?
Kind regards,
Adam
Dear Adam,
Please allow me to explain the series of events that lead us to our decision, which I hope will provide some further clarity regarding this case.
Firstly, we would like to confirm the amount the user is referring to is $25. We have measures in place to detect then a user is in a restricted region and when the user tried to verify his account, our systems detected that this user uploaded a passport from the United Kingdom. The United Kingdom is one of our restricted regions and once our internal systems detected this, we immediately locked his account and followed up with an email informing him about the account closure.
We have done a thorough review of the account and as the user breached our Terms of
Service and accessed the site from a restricted region, we unfortunately are not in a position to refund him, which we also have communicated with the user.
We kindly ask that this case be closed as the player has been informed about our decision and due to the fact that the account will remain locked as per our Terms of Service.
Hello Roobet Casino,
Thank you for your response and explanation.
The player states that they have been playing at the casino for around 2 years, that they were previously verified and previously made withdrawals without issue.
Could I please ask you to send supporting evidence regarding the player's account, when it was registered, and if it has been verified/made withdrawals previously? It can be posted here or sent directly to my e-mail, adam.m@casino.guru.
Kind regards,
Adam
Dear Adam,
Hope all is well.
We would like to give you a update regarding this case since it's been directly solved with the user.
I would like to kindly ask to have this case closed since we have as a gesture of goodwill refunded this user his balance back in total of $25.16. You may view this transaction on the blockchain here: https://www.blockchain.com/btc/tx/4ae69b6b5554d9dc73ba128f643cb1ee6083bbd3dac2dec1c2bdf2b9b5e56431.
Thank you in advance.
Hello Roobet Casino,
Thank you for the update regarding the refund.
Dear tquinny,
Could you please confirm that the matter has now been resolved?
Kind regards,
Adam
No after all these problems they were not going to let me have my money. after looking at the other cases roobet have had they have refunded the net deposits.
therefore i want the net deposits back as all my details have always been there and you were going to keep my money.
so i would like to take this further.
Dear tquinny,
Can I ask if you have any confirmation from the casino stating that your account was verified? Also, when registering at the casino, did you use a VPN, or have you registered from the United Kingdom?
Kind regards,
Adam
i register from the uk and put my uk address as my address. if they send you all my account details it will show this
Hello tquinny,
Thank you for your response, can I ask once more if you received any confirmation of your account having been verified? Perhaps by e-mail?
Kind regards,
Adam
erm no i created my account over 2 years ago, im sure roobet can provide all information on my account
Hello tquinny,
Please accept my apologies for my delay in responding.
I have once more reviewed all the information provided here, and while I understand your frustration at the casino for previously not being able to access your balance, as this has now been returned to you I do not see that there is sufficient reason to expect the casino to return deposits to you that you have freely played with of your own volition.
While we would consider it unfair for a casino to keep any balance if you have been allowed to register, deposit, and play from a restricted country, that is not the case here. As there is no amount that remains confiscated, I would like to ask if you might consider this case resolved.
Kind regards,
Adam
i dont agree because they were willing to keep my funds i had to use my time to complain about it.
they should of allowed me to deposit and im minus 3000.
if they were willing to keep my money then i want all my net deposits back as per the previous claims that were made and they got theirs back so i will fight for mine as what they are doing is unfair.
they had my address on there when i opened my account and when ideposited and withdrew so.
i would like to continue to fight for the net deposits.
Hello tquinny,
I appreciate your views and that the process of making a complaint has cost you your time, but while the casino may have been wrong to allow you to register from a restricted country, you have also breached the terms and conditions of the casino by doing so.
In an ideal situation, the casino would check these details at the point of registration and have tighter controls implemented to prevent this from happening. However, this is not currently the industry standard, and as mentioned we would only penalize the casino if they have used the rule to retain a player's winnings or funds.
We as mediators do not have any direct authority over the casino, so I do not believe we can be of any more assistance in this case. If you wish to continue to pursue the return of your net deposits I recommend that you contact the casino's licensing authority and submit a complaint to them here: certria@gaminglicences.com
Please let me know when you have done so and we will close this complaint temporarily with the status "waiting for the regulator's decision". When the licensing authority has come to a conclusion regarding your case, we will then reopen this complaint and proceed accordingly.
Kind regards,
Adam
Dear tquinny,
Please respond to my previous post regarding contacting the licensing authority. I will extend the timer for 7 days, please be aware that if we do not hear from you within that timeframe that the complaint will be rejected.
Kind regards,
Adam
Dear tquinny,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
i have tried to get in touch but have yet to get a response, i beleive this is down to roobet anyway?
Hello tquinny,
Now that you have contacted the licensing authority, they will send any replies to both parties moving forwards, although it may take some time.
I previously stated that we would close this complaint temporarily while awaiting a decision from the regulator, but after further review of the details of this case, we do not feel that there is sufficient reason to justify the return of all deposits as they have been played freely of your own volition and no funds remain confiscated.
Consequently, we will now reject this complaint. If the licensing authority does decide in your favor, the complaint can still be reopened and we can proceed accordingly.
Once more, I am sorry we could not be of further help on this occasion.
Kind regards,
Adam
