Roobet Casino - Player’s withdrawal has been withheld.

Hello, yesterday I deposited some money in my roobet account, I played roobet. Then, when I tried to withdraw, an error message appeared that this function is diabled and that my account is locked. Then I contacted live support and asked for information on what I can do to access the almost 3000$ cad that is locked in my account. I received an email from compliance@roobet.com and they told me that my account was locked because I used a vpn. I dont think I used a vpn and even if I did, it was accidentally. I have no reason to use a vpn because I live in Canada-Quebec(I can prove it) and I can access roobet without a vpn. This is a big loss for me. I understand a mistake was made. I will not try to create other accounts as the compliance told me to. I wont ever use a vpn on roobet. This is a small mistake for a big loss.

Dear Roobetplayer,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have never used VPN (Virtual Private Network) to alter your location? Was your account successfully verified in the past? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if 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 the casino’s website from a restricted jurisdiction.

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 

Hello, thanks for reviewing my complaint.

I have never used a vpn on roobet. I understand why it is forbidden. My account is level 2 verified(wich means I put my ID and they accepted my ID. Level 2 is needed to withdraw.

I understand if my account is locked forever and wont try too create other accounts. I just wish I could get my money back.

Thank you, Roobetplayer, for your reply. Is there any relevant communication between you and the casino that would help us to shed some more light on this issue? My email address is petronela.k@casino.guru.

No, there isn't anything else. I absolutely want my money. Thanks for your reply.

Thank you very much, Roobetplayer, 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 Roobetplayer,

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 further information regarding the player's account having been blocked and the use of a VPN?

Kind regards,

Adam

Dear Roobetplayer,

There has been no response from the casino, I will attempt to contact them once more.

We would like to ask Roobet Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

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’ which may negatively affect its rating.

Thanks for being patient Adam.

Dear Casino Guru,

Thank you for inviting us to join the conversation. In an attempt to resolve this concern, we’ve reached out to the said player & offered a gesture of goodwill to release his remaining funds to which we don’t normally do if they breached our Terms which is in accordance to our Terms of Service.

Sadly, we have not heard back after advising that we can only have it sent back to the same email address that’s used to deposit to substantiate the person's details and ensure deposited values are being sent back where it originated and to the rightful account holder. Unfortunately, this wasn't provided even after sending follow up emails.

In the event that the said player reaches out again and are able to confirm & provide the right email address used where the funds originated, we'd be arranging a release of his remaining funds for him.

With this being said, we kindly request to have this case marked solved. We appreciate your time and thank you in advance.

Yes its good thanks for everything.

Dear Roobetplayer,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam