Roobet Casino - Player’s withdrawal has been withheld.

Consistent player on Roobet.com every few days I deposit a few thousand, sometimes I win, sometimes I lose. Then I had a big win on a live game, 400x for $40,000. I attempted to withdraw to my Ethereum wallet and then my withdrawals were locked. I then contacted support and was told I just had to wait 24 hours. Then I received a new message saying I needed to fill out KYC. I filled it out, the documents were approved and then my account was immediately locked with claims of suspicious activity. I am playing from Argentina, I almost always have a vpn on for netflix, my account is completely legitimate. I just want my money and then my account can be closed I don't really mind. But to say my account is closed and my funds are frozen indefinitely is just ridiculous. My roobet username is loafofbread. Please help, this is not a small sum of money, thanks.

Dear LoafOfBread,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m very sorry to hear about your problem.

I have checked the terms and conditions, and this is what I found https://roobet.com/:

"You warrant not to use any form of VPN or other methods or program fit to hide your IP or your state of origin unless you went through full ID and address verification as described in our KYC-AML-Policy under AML 1 Verification. Further information regarding AML 1 Verification can be found in our KYC-AML policy."

The problem with using the VPN is that you might be involuntarily connected to another IP address which is related to a different casino account in the same gambling establishment, hence, it seems as you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing casino’s website from a restricted jurisdiction.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi! I appreciate the fast reply, as stated in your message vpns are disallowed unless I went through proper verification which I did. I fully verified with my ID and proof of address along with all of my personal info. It was actually after I submitted the requested documents that my account was locked.

I understand. Thank you very much, LoafOfBread, 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.

Dear LoafOfBread,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and see if I can help.

I would like to invite Roobet Casino to join this thread.

Dear Roobet Casino,

Can you please explain the reasoning behind your decision to confiscate the player’s funds? You can forward any relevant evidence to andrej.p@casino.guru.

With respect to this account, sadly we found too many inconsistences in the information provided on the account and the activity associated with the account.

Each user is assessed under a number of metrics and given a risk score, sadly this user came low on the risk scoring due to these issues.

Our policy is not to divulge specifics when we find these inconsistences, hence me being vague here.

Additionally, this user has reached out to our license holder regarding this situation and this is currently being worked through with them.

Thank you, Roobet Casino, for the reply. I’d like to ask you to provide a more detailed explanation along with the relevant evidence. You can forward the information to andrej.p@casino.guru.

Dear LoafOfBread,

Since you have already contacted the Licensing Authority, I’d like to kindly ask you to keep us posted on any updates.

Hi, I recently reached out again and received a response stating that I have multiple accounts, I do not have multiple accounts. Also the claim that I have multiple accounts that are being used to abuse their systems is quite outlandish.

How would owning multiple accounts even relate to the fact that my account was locked after winning a large sum of money? How have I tricked or manipulated the companies system?

It seems they are trying very hard to find a random term that I am supposedly breaching all while providing no evidence whatsoever. I have attached the screenshot below.

Thank you, LoafOfBread, for letting us know. Please be informed that we are still waiting for the casino to provide us with the requested evidence. I’ll keep this thread posted on any news.

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

I am sorry for the delay in reply on this. This issue is currently in review directly by our license, and we are awaiting an official ruling from them before we can proceed.

Our license has closed this case, proof of that has been emailed to andrej.p@casino.guru

Thank you, Roobet Casino, for forwarding the statement of the licensing authority.

Dear LoafOfBread,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint. As you probably know, the regulator reviewed your case and ruled in favor of the casino, based on your breach of the Terms and Conditions by creating multiple accounts. As you might know, creating multiple accounts is considered a serious breach of the Terms and Conditions in most online casinos. You can read more about our position on situations like this one, as well as other recommendations for players in our Fair gambling codex for players.

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.

Stealing is considered a serious breach in my terms and conditions, even if I had created multiple accounts it relates not at all to what happened here. This is just a way for Roobet to steal funds from players rather then fairly pay them out, if my supposed accounts were a problem it should have been dealt with while I deposited thousands, not after a large win. If this is their ruling I'd like to have any and all deposits returned to me since I should have been unable to make them, thanks.

Dear LoafOfBread,

According to the official statement of the licensing authority, your case was dismissed as there was no need for further action. It means the authority considered actions taken by the casino in your case to be justified and correct.

Please understand that in online casinos, players' accounts are usually checked after a substantial win, or after a player requests a withdrawal.

Let’s imagine a situation where a customer at a supermarket tries to steal some goods. Would they be noticed right away? Probably not. They would probably not be noticed until after they attempt to leave the supermarket when passing through the detectors. Online casinos have a similar policy. It would be close to impossible for online casinos to check each user account regularly.

Dear all,

As explained earlier, we will now close this complaint as ‘rejected’.