Roobet Casino - The player's account was blocked.

I usually access my account from own device/mobile phone. I've had my account for more than half a year now and have used it frequently, almost daily. I have made withdrawals successfully in the just a few days before my account was locked. My phone had died and I had asked a friend, whom doesn't have a Roobet account, if I could use their phone to play games on my Roobet account. I was able to login to play on my friends device, but during my play, I was suddenly kicked out of the game and logged out of my account. I then see an email from Roobet informing me my account is permanently locked due to access from restricted country. I've sent several emails requesting an explanation and trying to inform them that my account closure is a mistake. But I have yet to receive a single response from them. Not even my VIP host is responding to me. Please unlock my account, I will only access my account from my own devices from now, I apologize if using someone else's device caused problems. I still had a balance on my account, my email is itripuout@me.com.

I'm sure I didn't access my account from a restricted country... or I wouldn't even be able to access the site. My account was blocked after I accessed it from a friend's device, but my friend doesn't have any account with Roobet so I figured it would be okay. I had a balance in my account, which I definitely expect to receive back, but I am definitely looking to get my account restored as I have quite some history on that account and have achieved almost VIP status. I've been playing for a long time there. I'm sort of disappointed that they even decided to do this.

Can you please ask Roobet to please respond because they have ignored all of my emails that I have sent them. I haven't even gotten one response since they notified me of the lock.

Hello Marvin,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Roobet Casino. Apology for the little late response due to a technical issue. Please allow me to ask you a few more question before we would move forward in the case.

Can you please assure us that your friend has never created an account at Roobet Casino? Is there any possibility that your friends's phone operator might be from abroad and that is why your login was counted as from different country?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Casino.guru

I'm sure my friend doesn't have an account. He doesn't really gamble... or even know about Roobet for that matter. I'm pretty sure it was not from a restricted country because if it was a restricted country I wouldn't be able to access the site, much less login and be playing. The only instance I can think of is that I do use USA VPN to get access to certain Netflix TV shows and could have forgotten to turn that off while I was already logged into my Roobet account. But that obviously was not me trying to access Roobet from a different country. It was an unintentional side effect of me accessing an unrelated service, and now that I can see how that could cause problems for Roobet. I did not even realize that my accessing Netflix for certain geographically available shows would negatively impact my Roobet account like this. I've been a playing on Roobet for quite some though almost daily for the past few months until my account was suddenly locked. I thought if there was a problem the VIP host that I frequently communicate with would have said something to me first. I was never intentionally deceiving anyone, and it just doesn't seem right that Roobet isn't responding to me at all regarding this. I mean this clearly wasn't a problem at first because I didnt spend as much time on Roobet as I have recently, but as I used Roobet more frequently, my Roobet activity just happened to crossover with my Netflix watching activity. Is it possible to restore my account if this is what caused my account to get locked? I can definitely keep the activities separate from now on to prevent future issues now that I know of the consequences. I honestly had no idea that one activity could affect the other at all, especially in this way. Please help me get a response from Roobet, I would very much like to keep my Roobet account, I still find the perks they offer much better than the alternatives I have been using.

Dear Marvin,

Is there any communication between you and the casino about this issue? Did they somehow specify the reason of account closure? Please send me through anything helpful to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Dear Marvin,

As we haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Dear Marvin,

Based on what the casino said, I think the most reasonable choice would be to completely forget about Roobet Casino. Once they detected you logging from a different address, it's hard to prove something else and it could only make your further withdrawals even more complicated. As you balance has been paid out to you, I would recommend to play in a different casino. It would be a better choice as it would prevent any future misunderstandings with Roobet Casino. Please let me know if there is anything else we can help you with.

Regards,

Nick

Could you help getting some clarification from Roobet then, regarding players that have dual citizenship. One in a non restricted country, but also one in a restricted country. Would that player be allowed to have an account?

Dear Marvin,

In that case the casino would be probably allow you to play if your current residence and address is a non restricted country. Of course you would have to prove both citizenships for both places with bills and other documents. But in case you used VPN, it's a completly different matter.

Dear Marvin,

As we haven't hear from you in a while and as I recommended you to not play in Roobet Casino anymore due to further complications, the complaint will be now closed. Unfortunately we can't close it as unresolved as there was basicly no breach of terms by the casino.

Please do not hesitate to contact us if you will come across any other trouble in the future, we will try our best to help you out.

Best regards,

Nick