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I am filing this complaint because Roobet has voided my Live Casino winnings and is withholding a balance of 3281 USDT from my account, without giving me any reason.

- On June 28 I received a chat message from Roobet stating that effective immediately, Live Casino bets would no longer be available on my account, and that my "bets/wins will be voided, as per Clause 6.4" of their Terms of Service.

- But, my account has not been closed. The same chat message confirms I can still play all other products, just not Live Casino. So this is not an account closure: they have specifically voided my Live Casino bets/wins and are keeping the balance.

- The only justification given is "sole discretion." No specific reason, no allegation of any wrongdoing on my part, and no evidence has been provided to me.

- The clause Roobet cites (6.4) is about closing an account and freezing the remaining funds. My account is still open and active, so that clause does not match what they actually did.

- Under Roobet's own Terms, voiding individual bets requires a specific ground (for example fraud, bonus abuse, advantage play, arbitrage, or a technical error). Roobet has not alleged or shown any of these, they have simply confiscated my winnings and deposit.

- I have been given no explanation that would let me understand or respond to the decision.

I would like Roobet to pay out my balance, or if they believe they have a legitimate reason to clearly state that reason, with supporting evidence, so it can be assessed fairly. At a minimum, my own deposited funds and any balance not related to the voided Live Casino bets should be returned.

I can provide:

- The chat message from Roobet announcing that my Live Casino bets/wins would be voided.

- Screenshots of my account balance and my bet/transaction history.

- My deposit records.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was restricted?
• Which live games belonging to which game providers did you play to accumulate your current balance in the casino?
• How long was the session where you achieved the winnings that were confiscated? Have you played on multiple tables at the same time? What was your bet amount, to your knowledge?
• Did you achieve your current balance with the help of a bonus?
• If necessary, share additional information with me via email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

• Could you please advise how long you were a player at the casino and when exactly your account was restricted?

I just started playing, I deposited 1000 dollars and made 100 dollar bets per hand on blackjack, mostly 2 hands per table. I wagered in total $29,400.00. I played at the live blackjack of Pragmatic. I hit some good hands and won 2 times my deposit, which was around 2000 profit.

• How long was the session where you achieved the winnings that were confiscated? Have you played on multiple tables at the same time? What was your bet amount, to your knowledge?

My session lasted 2.5 hours. And I played on 2 tables.

• Did you achieve your current balance with the help of a bonus?

No I did not play with a bonus.

To me this money confiscation came as a total surprise, I have played at some other casinos and never encountered any problems. It seems that Roobet didn't like my winning streak and decided to take all the money without any reason.

I have once again sent them an email (because live chat did not help me further) to ask for an explanation. I hope to receive it, but have low hopes as they seemed quite hostile.

Once again I want to emphasize the fact that they didn't close my account, just took all the balance and they allow me to play further.

I hope you can assist me further.

Dear CasinoGuru team,

I have received the above response today on my request for more details via email. They didn't reply to me per email, per live chat again. The message was sent by Annabel. Again no explanation.

Thank you in advance for your assistance.

Dear khapas,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear khapas,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Roobet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Roobet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Dear Casino Guru Team,

Thank you for including us to the conversation and would like to share some confidential evidence and information.

Could you please share the email address you wish to receive this information?

Thank you in advance.

Dear Roobet Casino,

Please feel free to send all relevant information to my address at jakub.m@casino.guru.

Thank you for your assistance.

Dear Casino Guru Team,

We have sent an email with the information we mentioned to the provided email address. Thank you.

Dear Roobet Casino,

I have responded to your email and look forward to your reply.

Thank you for your cooperation.

Dear Casino Guru Team,

We have sent an answer to the provided email address.

Thank you.

Dear khapas,

After carefully reviewing all the information and confidential evidence provided by the casino, we have concluded that we are unable to support your complaint.

The evidence indicates that your account was technically linked to multiple other accounts involved in similar activity designed to gain an unfair mathematical advantage. Taken together, these findings sufficiently support the casino’s conclusion that the activity formed part of coordinated conduct rather than ordinary individual gameplay.

Under these circumstances, we consider the casino’s decision to confiscate the balance justified. Unfortunately, we cannot ask the casino to return the disputed 3,281 USDT.

For these reasons, your complaint will now be rejected.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo