Roobet Casino - Player’s winnings haven’t been received yet.

I signed up to Roobet, and deposited $500.00 BTC. After it was confirmed I played a few online roulette. When I was up $3,000.00 I attempted to withdraw to my wallet, but the feature was disabled. I contacted the live representative via chat in which was told that I needed to verify my account via Veriff. When I attempted to upload my passport, and DL it was denied stating my country was not supported, assuming it was because I am American? I let the live rep know and she said she was forwarding the information to their compliance department but could not provide the time frame for it to get resolved. The following day I continued to play a bit more and am now up $11,000. Confused I asked the live rep if I was even allowed to play in which she said that the feature was now disabled and the compliance team would email me information. 

If it were not for me asking I would still be able to play, but now I feel they want to keep the winnings even though no bonuses or rewards played into that amount. I am trying to provide my information but their third party will not accept it. 

how can I withdraw my funds including winnings.

Dear Basicrt0730,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

i can not initiate the withdrawal due to the KYC not being able to be completed due to my passport and ID country origin not supported

Thank you for your reply, Basicrt0730. Do I understand correctly that you are not able to play? Also, do I understand correctly that you have accumulated your winnings without an active bonus?

Could you 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.

I have sent you the screen shots via email.

Update: Roobets Compliance department sent me my original deposit. Failing to transfer the full amount in the account that was won prior to being blocked.

The casino only sent back the original deposit and excluded the winnings made without bonus funds. I have asked them to transfer the remaining fund and have declined to email back.

Thank you for your email. Did the casino give you any explanation regarding the forfeited winnings? If there is any other relevant communication, please forward it to my email address (kristina.s@casino.guru).

They did not, I have send another email asking them as to why and have not replied.

Thank you very much Basicrt0730 for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Basicrt0730,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

 

I would like to invite the representatives of Roobet Casino to join this conversation.

Dear casino team,

Can you please clarify the situation? Please note that any relevant information can be forwarded to andrej.p@casino.guru.

They have emailed again claiming that they returned my initial deposit " even though the funds in your account have been completely consumed by your losing wagers ". A blatant lie, since I screenshot the screen after being asked to wait for a KYC certification. In Every email they seem to try to excuse themselves for not sending won funds during the waiting period for initial KyC Verification. I would ask AndreJ to ask for the log of earnings after being disabled to withdraw for KYC certification to compare dates. It was not until I notified their customer service team that I was still able to play and wager, that they disabled that function also.

.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Andrej,

Please accept our apologies for the delayed reply from our side.

Firstly, we would like to point out that this player, upon creating an account on our platform, has agreed to our Terms of Service (as it is not allowed to proceed without first agreeing) and that he would not access from a restricted region. The United States is one of our restricted territories where players are not allowed to play. With this in mind, this was the reason behind the closure of his account and the denial of his withdrawals. Please let us know if you would like us to provide a copy of this section of our Terms.

Below, we will provide a bit more context and information surrounding this case.

We have security measures in place to track certain behavior that attempts to circumvent our policy, hence, the reason why the account was placed under temporary restrictions and we asked the player to provide verification documents. The player then informed us that he was from a restricted region and therefore could not complete the verification process.

After a thorough review of the account, we can confirm that he deliberately attempted to circumvent our restrictions and attempt to hide his locations by accessing the site using a VPN. Without giving out too much detail around our security and preventative measures, the player also did not fill in his KYC details faithfully as an attempt to get past the restrictions we set in place. This again is a violation of our terms and without verification and written approval from our company, players are not allowed to use a VPN while using our services or connecting to the site. As Roobet has a zero tolerance level for this type of behaviour, the account has been permanently locked.

Regarding the remaining balance in this account, while our team was conducting a review, the player continued to play as we only restrict deposits, withdrawals, and tips to not disrupt players' game play in hopes our investigation concludes on a positive note. In this case, our final decision was to close the account and no funds from winnings would be sent to this player or allowed to be withdrawn.

While this player deliberately violated our Terms, our senior team still made the decision to refund him his entire deposits. This is not something we typically do for players, but we made an exception in this case.

We kindly ask that this case be closed as the player has been refunded his initial deposits and both parties are settled at zero loss, the players account has been locked and we have respectfully asked him to refrain from creating new accounts, and lastly, according to our policies internally and externally that the player has accepted, we have handled the case in an appropriate and rightful manner.

Thank you!

Thank you, Roobet Casino team, for providing the statement.

In relation to your claims indicating that Basicrt0730 did not fill in his personal information in his profile correctly (and used a VPN to circumvent the blocks that are in place for users accessing the website from a restricted territory) – Could you please be more specific? Which detail was incorrect? Any relevant evidence can be forwarded to andrej.p@casino.guru.

 

Dear Basicrt0730,

Could you please comment? Are you aware of using a VPN while registering and playing at Roobet Casino? Are you aware of entering any of your personal details in your player profile incorrectly?

We have sent the requested information via email to andrej.p@casino.guru. Thank you.

I have sent additional screenshots and time stamps. Via email. Thank You.

Thank you, Roobet Casino team, Basicrt0730, for the replies. I apologize for the delayed response.

 

Dear Basicrt0730,

Could you please advise if you’re aware of using a VPN or in any way masking your IP/location when creating and/or using your gaming account? It seems that the e-mail you sent on Sep 17, 2022, didn’t reach my inbox. Could you please check if you’ve sent the e-mail correctly (to andrej.p@casino.guru)? The last e-mail I received from you is dated Aug 28, 2022.

Good Morning,

I was not aware, since I was using my local coffee shops WiFi. It is not known that they used, or use a VPN on their network. Again, this seems like a very unfortunate way for the casino to handle their affairs due to the simple fact that I can deposit into the account, play on the account, and when it’s time to withdraw winning funds they actively try to send your initial deposit in good faith to cut their losses. If I would have continued making deposits and losing funds at no point would they have trigger for using a VPN.

all was done in good faith, and even reach out to their customer service chat to even ask if I was allowed to continue playing during their freeze. Winnings were won in good faith, and should be paid as such.

I will attempt sending the pictures again. But most have been sent including the chats.

Thank you, Basicrt0730, for the reply.

Please note that I still haven’t received any additional e-mails from you.

Could you please advise where were you located when creating your account and playing at Roobet Casino? Have you only accessed your account while being connected to the Wi-Fi network in the coffee shop?

Since it appears that IP addresses located in the United States are blocked from accessing the casino’s website, we’re trying to find out what might be the reason why you were able to access the website.

Furthermore, according to the information provided by the casino representative, you have filled out an incorrect country when registering your gaming account, which is considered a serious violation of the T&C in most online casinos. Could you please advise which country and at what point did you fill in in your player profile?

Thank you in advance.

Dear Basicrt0730,

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.

At the time of playing in the casino, I was located in Germany.

I would access the the Hotels WIFI & a local coffee shop that had free WIFI. This was used since my cellular internet did not work over seas.

i was very upfront when the account was suspended. It just seems to me that since monies were won every excuse to not pay is being used. Better for them to return my deposit to make me happy then the remaining winnings won.

Thank you, Basicrt0730, for clarifying. Could you please also state when you filled in all information including your country of residence in your player profile? Was it before or after accumulating the disputed winnings and/or requesting a withdrawal? Which country did you specify?

Thank you in advance for your reply.

Yes I included that I was in Germany since I was residing there when I signed up.

i played,

I won.

I attempted to withdraw, but was stopped for a "random" check.

I attempted to upload my US passport in which I had to get word from their compliance team.

I agreed.

I played more, in which I won more.

i asked customer service if I was even allowed to play, and they said no and stopped all play thereafter

Thank you, Basicrt0730, for the reply. Do I understand correctly that directly after signing up (before accumulating your winnings) instead of the address information, as shown on your ID, you’ve filled in the country and the address of the place where you were residing at the time? Have you ever accessed your gaming account while residing in the United States or from any other country?

Furthermore, unfortunately, the casino team has refused to provide evidence to substantiate their allegations regarding your use of a VPN due to privacy reasons. Without full cooperation from the casino’s side, I’m afraid that we won’t be able to proceed with the investigation and properly assess your case. Therefore, I’d strongly recommend also submitting an official complaint to the casino’s licensing authority – Curacao Antillephone. Please let me know if you decide to do so and/or if our assistance is needed.

Thank you in advance for your reply.

That is correct. I put the address where I was residing.

That is very unfortunate that cooperation is not there to resolve this matter.

I am open to resolve this matter directly with the casino before opening an official complaint. If not then I will be obligated to file one with Curacao Antillephone .

Thank you, Basicrt0730, for confirming. Could you please advise what was the nature of your stay in Germany? Did you reside there or was it a temporary stay? Since in your player profile you indicated the address you were residing at at the time you signed up, would you be able to provide proof of the address (a utility bill, for example)?

Dear Basicrt0730,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.