Roobet Casino - The player's verification is stuck.

Hello,

About a week ago I was playing on roobet like I normally do and deposited without any issues. I finally won on the site and went to withdraw when it prompted me to complete Level 2 verification to withdraw. At first, I thought it was really weird because I've never seen this before. However, in the end I submitted front and back of my ID along with a selfie. After that, it said my account was successfully verified. I went to withdraw and it told me I couldn't. I quickly messaged support and they told me their compliance team would get back to me, however they never did and instead locked my account to the point where I can't even login. I would just like to recieve my funds or at least the $700 I initially deposited on that day. I think it's really suspicious that the day I finally won on their site they decide to KYC me, never when I lost or deposited $500+ onto their site.

Please help me get my funds back!

Hello jellygod,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Roobet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your account during the process.

Looking forward to your answer.

Regards,

Nick

Hello,

My Drivers License and Selfie have been both approved already. That is the only verification I have submitted.

I got a email from the casino, although they just told me that they are keeping my account closed and that they do not have to specify why. (Which is shady in my opinion, especially the fact that they did all this when I finally won on their site however never did when I deposited)

The last time I spoke to the casino was 2 days ago, and it was asking if I could get my winnings of $2000 out. If not at least my $700 initial deposit.

Hope to hear back soon, Thank you

hello

Thank you jellygod for all the information. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jellygod

I'm Michal and I have taken over your complaint. 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.

Dear Roobet Casino,

Can you please provide some information on why is the player's account closed without an explanation?

Dear Michal,

Thank you for inviting us to join the conversation.

Regarding the user in question we would kindly let you know that the user been informed about the reasoning behind the account closure.

An email was sent out from our Compliance Department informing him that we have locked his account due to inconsistencies between the profile information and the documents he uploaded to his account.

I would kindly like to point out that it’s not permitted under any circumstances for a user to register an account under false details or provide us with documents not belonging to themselves. The information the user provides must be faithful and accurate. Kindly find below extracted from our Terms of Services.

You warrant to provide us information, which must be accurate, complete, and up to date when you open an account on the website.

(--)

Further, you acknowledge that the intention or grossly negligence of your obligation to inform us regarding any changes in your past or current information it will be considered a violation of our terms. Additionally you acknowledge that if you intentionally submit misinformation or incorrect or incomplete information, it will lead to the termination of your account and the permanent loss of all Roollion.

Roobet Terms of Service stand 05. September 2022 - Version 3.0.0

Unfortunately, due to the fact user violated our Terms of Services we are not in a position to issue any refund.

Kindly let us know if you need any more information from us, otherwise we would like to see this case solved since the user already been informed about the reasoning behind the account closure.

Thank you

Hello,

I told you this was my REAL ID not anything fake. I can provide you Level 3 and 4 verification to prove its litterally really me. There should be no reason for my account closure as I haven't provided any misinformation.

Even so I should at least get the initial $700 I deposited back. This is highway robbery.

Thank you Roobet Casino for your response.

Please provide all supporting evidence of your claim to my email address michal.k@casino.guru

Dear jellygod

I would like to put to your attention the fact that KYC as well as AML is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC or AML lightly.

As Roobet Casino rightfully stated, the players must provide or fill in true personal information when creating an account and provide the requested document for verification in their own name. If during the verification process is discovered that the players failed to stick to this rule, the casino has the right to close the player's account and there is no financial obligation for the casino to the player anymore. This is an industry standard.

However, there has to be sufficient evidence provided by the casino to back up such a claim.

Dear jellygod

Can you please forward all the documents you have submitted to the casino for verification to my email address michal.k@casino.guru so we can review them?

To verify I used the site that roobet has which makes you take a picture of the front and back of your id aswell as a selfie to prove its really you. If this isn’t sufficient proof that it’s really me, I don’t know what is

Dear all

Please be informed that we as the Alternative dispute resolution site need to see all the relevant evidence so that we can come to a fair conclusion.

Only I, as the moderator of this complaint, will see this information, we don't publish any confidential information to the public, only to the involved parties. That is our company policy.

All evidence can be forwarded to the other involved party only with the permission of the opposite party.

I kindly ask you jellygod and Roobet Casino to forward all relevant evidence to my email michal.k@casino.guru so that we can come to a fair conclusion.

Dear Michal,

Unfortunately, due to data protection we won't be able to provide you with any details regarding user's profile. The same would also apply for the email address. However, we can provide you with a screenshot of the account closure email notification showing the players username (as it is the same as he previously provided in his complaint), we have just censored the email address.

In the attached screenshot, you can see that we informed him his account was close due inconsistencies.

The user tried to verify his account with both information and documents not belonging to himself, as mentioned earlier this is a breach against our Terms of Services and his account was closed.

Unfortunately, we are unable to allow this player to withdrawing any remaining balance on the account due to the violations of our terms. We would also like to remind that all players must agree to our terms and any breach results in permanent account closure and any balance being frozen indefinitely in that account.

Please let us know if you require any additional information.

Hello,

What do you mean documents not belonging to me? That is litterally my ID. I can give you a picture of my passport or work documents if you really don’t believe that’s me! I mean seriously this is just crazy

Dear Roobet Casino

As I mentioned previously I understand that if a player fails to provide true personal information when creating an account and fails to provide original, valid requested documents for verification in their own name the casino has the right to close the player's account and there is no financial obligation for the casino to the player anymore.

However, there has to be clear sufficient evidence provided by the casino to back up such a claim.

The reasoning in the email you as a casino have sent to the player is from our point of view not sufficient and is against our fair gambling codex.

As the player has in their response written that is happy to provide additional evidence to prove it is really him.

We think that the fairest way to proceed is to give the player more chances to be able to successfully complete the verification check.

If you still insist on your decision to not continue with the verification check, unfortunately, we will be forced to close this complaint as unresolved - "Insufficient evidence from the casino" which will have a negative impact on the casino's rating.

Thank you, hope to hear back from Roobet and get my money

Seriously unbelievable

Dear Michal,

Thank you for your reply.

During our full review on the account done by our Compliance Team we detected that the user in question tried to verify the account several times using documents and profile information belonging to different individuals. Due to privacy reason we unfortunately can't provide you with any documents or account specific details.

I would kindly like to point out that it’s not permitted under any circumstances for a user to register an account under false details or provide us with documents not belonging to themselves. The information the user provides must be faithful and accurate. Therefore, due to the user providing us with false information and documents we locked the account and the user was informed about the account closure.

Please let us know if you require any additional information regarding this.

…

I litterally only submitted my documents, nobody else’s. This is BS.

Dear jellygod

Are you 100% sure you have provided your true personal details in the Level1 verification of your casino account? Maybe you made an unintentional mistype error that was flagged by the casino. As per the casino statement "The user tried to verify his account with both information and documents not belonging to himself" How can we verify that you have entered your own personal information correctly? Are you sure you have provided your own documents?

Dear Roobet Casino

I understand that you can't share the player's full personal details for privacy reasons, but is there a chance that you could "Blacked out" some details and provide us with at least something that shows inconsistency with the player's details and the documents the player has provided? This would be much appreciated.

Yes i’m sure i used all proper information. The verification was even successful back when my account wasn’t locked

Dear Michal,

Thank you for your reply.

As you mentioned we can't show any personal details, due to privacy reasons so unfortunately this is not something we can do.

Due to the fact the user themselves provided documents and information belonging to different individuals during their verification sessions we would kindly say that would be enough to conclude inconsistencies appeared on users account. I also want to kindly point out that the different information provided on the account belongs to different individuals and not can be seen as unintentional mistype error.

We understand if this is not what the user expected, however it's very clear in our Terms of Services that it's not allowed for the user to register an account under false details or provide us with documents not belonging to themselves.

Thank you.

Dear Roobet Casino

Thank you for your reply.

As you can't share any specific information or the relevant documents with us, your should at least share this information with the player. The player should know in detail what they did wrong and which exact documents were from your point of view not legit and why.

As mentioned earlier the fairest way from our point of view to proceed is to give the player more chances to be able to successfully complete the verification check. One of the options could be a verification video call with the player.

However, if you still insist on your decision to not continue with the verification check, unfortunately, we will be forced to close this complaint as unresolved - "Insufficient evidence from the casino" which will have a negative impact on your casino's rating.

I will gladly do a video call with the casino holding my id photo up to show it’s me. for at least some compensation…

Dear Michal,

Kindly note that our compliance department have sent the user a email explaining all the events taken place on the account. Thank you.

Dear jellygod

Can you please give us your thoughts on the email from Roobet Casino?

Dear jellygod,

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.

Hey, sorry.

My thoughts are, I still think that I deserve at least my initial deposit back. Maybe they saw some discrepancies with my verification, although in the end I still verified my account and should’ve been able to withdrawl my winnings. The fact that I was also kyced only on the day that I finally won is shady business to me. Whenever I deposited lump sums they would never kyc, however the one time i finally won on their garbage site they decided to kyc me. It’s been weeks already and I’ve pretty much already gave up, they basically robbed me. It is what it is.

Thank you for your time

Dear jellygod

Do I understand correctly, that the casino proved its claims in the email? It would be great if you could provide us with evidence to see if there is anything else we can help with, but as for now, there is not much that can be done from our side as we do not have enough insight or information and are forced to reject your complaint. 

Dear jellygod,

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 jellygod

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further and have no choice but to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal