The player from Argentina experiences disappointment after placing a bet on Pachinko, which featured a x50 multiplier, but his bet did not appear on the ticket. Despite being a loyal customer of Roobet for nearly two years, he struggles to get a resolution as both Roobet and the game provider claim no fault. He is left frustrated and without trust in the process.
Roobet Casino - Player’s winnings are unacknowledged.
Amount: $37,500
Roobet Casino
Safety Index:Above averageSafety Index
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7.9
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Case opened
Current status
Waiting for Casino Guru to reply
6d 15h 53m 28s
Case summary
4 hours ago
Public
Public
18 hours ago
Translation
On Thursday, 12/19/2024, I was playing various games, but my favorite is always Crazy Time.
This is what happened: I placed a bet in USDT with 50 chips on Pachinko and 40 chips on the number 5 (Total 90 USD). The bet was recorded with the ID 6764934d2732421832d01ffa.
The game starts and Oh, a x50 Multiplier on Pachinko! HAPPINESS AND EXCITEMENT! As any bettor would feel, but I needed it to hit... and guess what, Pachinko came up! The excitement was overwhelming; I just had to see what the multiplier would be, which was the most anticipated moment and was what led to DISAPPOINTMENT🙁. When the bonus was revealed, my bet WAS NOT on the ticket, and all my excitement turned to despair...
What can I do? I hoped it would settle somehow, maybe I’d get paid, and it was just a visual glitch... unfortunately, no, the bonus completed, and I had my 50 in the balance with 0 winnings.
Now what can I do?!
I have to confess that for a moment, naively, I thought I would receive a favorable resolution, so I was calm.
But a company will NEVER acknowledge or pay prizes if it can avoid it.
My next decision was to contact Roobet's support and explain the whole situation.
The first response was surprising... "We apologize, but you need to file your complaint with the game provider"
First conclusion...
Casinos, in this case, Roobet, outsource games to third parties, meaning they are clients of that provider, and we end up in a PLAYER -> CASINO (ROOBET) -> PROVIDER scheme.
I spent about 3 hours trying to contact the provider, and the only response was "Sorry, the chat session has ended..." I would have to start another chat and try again.
When I explained this situation to Roobet, their response was, "Okay, we will contact them for you" (Thanks, it would have saved me 3 hours).
"WE WILL PROVIDE YOU WITH A RESPONSE IN 24/48 HOURS"
My hope at this point was 20% positive and 80% negative, because...
Roobet is a client of the game provider, meaning for a favorable resolution, the provider would have to acknowledge/accept that they made an error of any kind and would most likely bear the cost of the failure. EASY! But this is never going to happen...
And the final response... WE'RE VERY SORRY! The provider told us there was no fault on their side, so there's nothing more we can do.
And yes, it was the response anyone would have expected.
Second conclusion...
This is more personal and just an opinion
I've been a customer of the casino for almost 2 years (since 05/23/2022), and to be honest, I was a satisfied customer with all the service, deposits, withdrawals, games, and more... My account has nearly 80,000 dollars wagered and 1700 bets. What did I lose? The potential prize? And yes, that money was never really mine, so I suffered for a moment, but no, there's NO more hope, there's NO more trust. That little moment of a bettor, when after searching and waiting for so long IT'S THEIR TURN! Or almost..., has gone or was stolen, we will never know...
Automatic translation:
Public
Public
14 hours ago
Dear rgutierrez94,
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.
Could you please forward your game history in Excel format with the exact time of the incident to dominika.l@casino.guru? Please request your game history in Excel format from the casino.
Could you please share your communication with the casino?
Have you managed to contact the game provider?
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,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
8 hours ago
Translation
Dominika, good day
Could you please send me your game history in Excel format with the exact time of the incident to dominika.l@casino.guru ?
SENT
The bet marked in GREEN is the one in question.
Could you share your communication with the casino?
I'll attach it to your email in .txt format dominika.l@casino.guru
Have you managed to contact the game provider?
I was only able to contact Roobet, as I mentioned in the details of what happened, the third party (the provider) never responded to me.
The request was sent from my email r***********@outlook.com.ar with the subject Roobet - r***********
Edited by a Casino Guru admin
Automatic translation:
Casino Guru is examining the case
