Roobet Casino - The player's accout has been blocked.

I have been playing with roobet.com since March 2021. In this short period of tome I have wagered over 2.7 million usd I got to say I’ve never once had any issues with roobet.com at all in fact I loved them . I would always cash in and cash out no issues. I’ve sent over 100k and I’ve withdrawn over 100k no problems. Never had an issue until today. When I played in the morning and the evening no issue and then I send 1400 usd btc and I try to log in and I put an incorrect email spelt it wrong and spelt the password wrong 3 times then got it correct and it showed account blocked. No further message so I contacted support via an old email from my history on my gmail and they gave me a email to contact I have since contacted them but I am extremely worried as I checked my bitcoin wallet on blockchain the one that’s link to roobet and it shows the 1400 was recover but it shows my wallet is at .18 cents now so idk what they did with the money but I’m alittle concerned as to why I can’t log in and what’s going o. I’m hoping it’s. A simple mistake but I will hope you help me figure it out. I’m attaching some images to support this

Dear Lukesjewelesinc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Let me ask you a few more question before we would try to contact the casino. How long has your account be closed? How long after that did you contact the casino and when was the last time they did respond to you? Did you claim any bonus offer in the casino? Also please if you have any additional proof or conversation with the casino, forward it to nikolas.b@casino.guru.

Please note that this might be the basic procedure of the casino becuase you have entered your password incorreclty multiple times. If you really wager that high amount of money and you had any balance on your casino account, it seems like a default that they have blocked you and zeroed your balance for that time. Looking forward to your answer.

Best regards,

Nick

Hello please Chekc your email as I sent all the proof Hey here is some Proof pics I have they had contacted me back they never even sent. E an email or anything I had to find a n email by contacting live support. I the email they asked for my bTC address to return my recent deposit and never sent me anything it’s 1400 but I want to claim my monthly rake bake as it was eligible to withdraw that day. And weather they say I wa not supposed to be playing or not where I was located I’m okay with it. I lost fair and square so I am entitled to that monthly rake back that’s eligible.I sent a total of 229k to them through btc I attached a week let rake back I claimed for that week the day before they banned me when my monthly was legible that same day. Illlhave to send 2 emails of pictures  I also sent

you the emails with pictures etc etc

They had said that it was due to me playing in a location that is not allowed which is fine I agree with them. But they aknolegde they needed to refund my last deposit which I sent them my btc address and I have had no response for 3 days. When they confirm they would s be it back as well my monthly rake back was eligible to claim the day they blocked my account regardless of were I played or was I am entailed to that as I lost and they happily took my money no matter where I was. I’m okay with being banned but I am entitled to that monthly rake back so I think I can get it back from them as well with your guys help cause how does it make sense for them to not want to give me that when they took all the money I lost ? There’s no excuse im

okay with being banned just want what’s mines

Dear Luke,

Thank you for additional information about the case. Could you please also advise if you had any real money on your account when it was closed or only the deposited amount?

Yes I had 1357 and they refunded me. They said I am not entititled to the monthly rake back because I violated there ToA but to be honest how am I not owed that if I played and won/lost fair and square? It was owed that day they blocked me. It’s as if there saying not you were not supposed to be playing well okay in that case give me all my money back I played ? I just want the monthly rake back which is well over 2000 usd dollars for that month

Thank you Luke for all the information, I'll now forward your case to my collegue Andrej who will be assisting you from now on. I hope we will be able to help you resolving your issue as soon as possible.

Best regards,

Nick

Thank you

Dear Lukesjewelesinc,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help, but please be aware that if the casino is refusing to credit the Monthly Rakeback to your account due to a serious breach of the Terms of Service (by playing while accessing the website from a restricted territory), then there’s not much we can do, unfortunately.

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

I understand that but my question is this it’s the same as them saying oh you access our website in an unrestricted area so you can’t play I lost that whole month so I’m entitled to that monthly rate back that was eligible for withdrawal the day I was banned

It’s the same as them saying OK you can’t receive the bonus because you were not supposed to play well OK then send me my money that I was playing with that I lost

Unfortunately our rewards program is reserved for active, valid customers of Roobet - breaking our ToS invalidates the account and all potential rewards that could be earned as a customer of Roobet.

My monthly was available before I broke any ToA policies. It was ready to claim and you guys went ahead and banned me hours after

same way as if I was not supposed to play the send me the money I sent you guys to play. Or send me my bonus that I earned it makes no sense

Dear Lukesjewelesinc,

Could you please clarify the circumstances of your breach of the Terms of Service? Do I understand correctly that you have registered your account from Canada and later accessed it from a jurisdiction that is listed as restricted in the casino’s Terms of Service?

Thank you, Roobet Casino, for your reply.

yes I am a professional golfer well known all over the world I play on the Canadian pga and as well the European pga so hence I travel a lot. And I stop in Miami quite some time. There’s a well known streamer that is sponsored by roobet that actually lives in my building at the Sls Lux in downtown Miami. I saw he was playing the same day he moved in and thought it was okay to play and I had turned a VPN on to do so. I always play onthe corrct jurisdiction Thsi was a handful of Turks mistake that I thought was good to go since this sposnered steamer does the same

I’m okay with the ban. I agree I should not have done it but roobet owes me that nightly rake back which was going to be a good amount of money

Dear Lukesjewelesinc,

Unfortunately, since you’ve breached the ToS by playing from a restricted territory, we consider the decision of the casino to be justified in this case, therefore, we are rejecting this case as unjustified.

In addition, you indicated you have tried using VPN software to circumvent the country blocks the casino had in place. As you might know, the casino also prohibits the use of such software, therefore, that alone could be considered a breach of the ToS.

Please refer to the following section of the ToS:

Restricted Areas:

Absolut restricted Areas

People living or having a permanent or temporary residence in any of these countries are not entitled to register an account or access the website in any way:

Australia, Cyprus, Bonaire, Gibraltar, Guernsey, Aruba, Belize, France, Spain, Poland, Curacao, the Netherlands, Hungary, Saba, Statia, St. Maarten, United Kingdom, French Guiana, Switzerland, Israel, Sweden, Iran, Ethiopia, Guadeloupe, Portugal, Malta, Slovakia, French Polynesia, Jersey, Liechtenstein, Luxembourg, Martinique, Reunion, Mayotte, Denmark, the USA, and any other jurisdiction that the Central Government of Curacao deems online gambling illegal. This shall include all the named Nations' Territories. Residents from the before mentioned territories are prohibited from opening an account or using or accessing the services or any other services offered by the company.

Residents from the before mentioned territories are prohibited from opening an account or in any way use or access the services or any other services offered by the company.

Any account accessing from a restricted area via a VPN or another method to hide his identity will be banned from the website and all services. Any Roobidos remaining in the Roobido-safe will be frozen indefinitely.

I’m sorry I can’t be of more help.

Dear all,

Due to the reasons specified in my previous post, and since we haven’t received any response from the player in the past 7 days, we will now close this complaint as ‘rejected’.