Igraču iz Meksika sredstva su nestala s računa.
29. maja 2021. u 15:35:36 po pacifičkom vremenu osvojio sam jackpot u iznosu od 81.000 dolara na igri RooBonanza. Nastavio sam igrati s visokim ulozima, a stanje na računu se kretalo između 54.000 i 145.968 dolara.
U 16:09 po pacifičkom vremenu primio sam e-mail očito od Roobet-a tražeći od mene da sudjelujem u koracima provjere.
Poznati su mi inozemni kockarnice i prilično je uobičajeno da se oni uključuju u verifikaciju nakon velikih isplata ili isplate. Pored toga, nikada ne dozvoljavam nikome da zna da igram i pobjeđujem. Iako Roobet prikazuje imena igrača i opklade, uvijek sam onemogućavao ovu funkciju i igrao anonimno. Stoga nisam imao razloga za zabrinutost kad sam primio e-mail u kojem se traži potvrda.
Nažalost, nakon razmjene e-pošte tijekom sljedećih nekoliko sati, moj račun je zaključan. Moj tadašnji bilans, prema najboljim mogućnostima vođenja evidencije, iznosio je oko 87.000 američkih dolara.
Nakon što nisam uspio pristupiti svom računu, provjerio sam i utvrdio da e-mailovi koje sam dobio nisu sa službenog Roobet računa i potvrdio sam svoje podatke nekom drugom.
Zabrinut da će netko isprazniti moj račun, kontaktirao sam Roobet putem e-pošte (jer njihov chat uživo ne funkcionira ako niste prijavljeni) kako bih ih obavijestio da je moj račun ugrožen.
Poslao sam nekoliko varijacija ove e-pošte na nekoliko Roobet računa s naslovima poput HITNO: Račun hakiran. Poslao sam e-mail na „VIP" adresu koju sam prethodno pozvao da koristim. DMem Roobet na Twitteru. Učinio sam sve što je bilo u mojoj moći da skrenem pažnju na ovo pitanje.
Nažalost, Roobetu je trebao gotovo čitav dan da zaustavi neovlaštene aktivnosti na mom računu. Čekali su toliko dugo da je moj dnevni rakeback od 8.244,27 dolara, izdat sutradan (30. maja u 15:06), mogao biti iskorišten.
Moje stanje nije povučeno, već * odigrano na nulu. * Mislim da nema živog hakera koji bi ušao na račun od 87 000 dolara i vratio ga na nulu, a ne podigao.
Nekoliko minuta nakon što je moj rakeback isplaćen i izgubljen za njih, 30. maja u 15:56, Roobet je odlučio konačno odgovoriti na moj e-mail i pomoći mi da vratim pristup svom računu. Stanje mi je bilo nula. Opet, nijedna groša nije povučena. Sve se vratilo Roobetu.
Da je ovo čisto nepromišljenost, ja bih preuzeo odgovornost. Međutim, potpuno mi je jasno da je netko u Roobetu, imajući informaciju da sam zaradio veliku količinu novca, hakirao moj račun nedugo nakon toga i smanjio stanje, bio saučesnik u tome.
Slučaj je jasniji samo zato što su čekali tek nakon što je dodijeljen moj rakeback od 8200 dolara i oduševljeni kako bi mi dali bilo kakav odgovor.
Zatražio sam povrat novca, a kazino je to odbio. Potražujem iznos od 95.244 USD, da bih predstavio iznos koji je kasino vratio i na računu i na rakebacku.
Ne mogu biti jasniji oko ovoga. Roobet je gotovo čitav dan čekao da to riješi i izgubio je NULA sredstava za hakere. Jednostavno su smanjili ravnotežu. Nije bilo razloga da bilo tko osim Roobet zna da je moj račun dobro financiran i poslali su e-poruku u roku od nekoliko minuta od moje 81k dolara pobjede. Također su čekali nekoliko minuta nakon što su isplatili i izgubili mojih 8k $ rakebacka za sebe.
Ne znam jesu li rukovoditelji Roobet-a svjesni korupcije koja ovdje postoji, ali to bi apsolutno trebali biti. Ako Roobet odluči učiniti časnu stvar i to preokrenuti, rado ću ih savjetovati i pomoći im da utvrde kako to zaustaviti u budućnosti.
Hvala vam na saradnji.
On May 29, 2021 at 15:35:36 Pacific Time I won an $81,000 jackpot on the RooBonanza game. I continued to play at high stakes with my account balance varying between $54,000 and $145,968.
At 16:09 Pacific Time I received an email apparently from Roobet asking me to participate in verification steps.
I am familiar with offshore casinos and it is fairly customary for them to engage in verification following large payouts or withdrawals. In addition, I never allow anyone to know I am playing and winning. Despite Roobet displaying names of players and wagers, I have always disabled this feature and played anonymously. Thus I had no cause for concern when I received the email asking for verification.
Unfortunately after an email exchange over the next few hours, my account was locked. My balance at the time, to the best of my record-keeping ability, was about $87,000.
After I was unable to access my account, I checked and found that the emails I received were not from the official Roobet account and I had confirmed my credentials to someone else.
Concerned that someone would drain my account, I contacted Roobet via email (as their live chat does not work unless you are logged in) to advise them my account had been compromised.
I sent several variations of this email to several Roobet accounts with subject lines like URGENT: Account hacked. I sent an email to the "VIP" address I had been previously invited to use. I DMed Roobet on Twitter. I did everything in my power to get attention to this issue.
Unfortunately, Roobet took nearly a whole day to stop the unauthorized activity on my account. They waited so long that my daily rakeback of $8,244.27, issued on the following day (May 30 at 15:06) was allowed to be redeemed.
My balance was not withdrawn, but rather *played to zero.* I do not think there is a scam hacker alive who would get into an $87,000 account and play it down to zero rather than withdraw.
Minutes after my rakeback was disbursed and lost back to them, on May 30 at 15:56, Roobet decided to finally reply to my email and help me regain access to my account. My balance was zero. Again, not a penny was withdrawn. It had all gone back to Roobet.
If this were purely an issue of recklessness, I would take responsibility. However it is abundantly clear to me that someone at Roobet, having the information that I had won a large amount of money, having hacked my account shortly after and playing the balance down, was complicit in this.
The case is only clearer because they waited until just after my $8200 rakeback was awarded and blown away to give me any response at all.
I have requested reimbursement and the casino has refused. I am claiming an amount of $95,244, to represent the amount seized back by the casino in both account balance and rakeback.
I cannot be more clear about this. Roobet waited nearly a whole day to address this, and lost ZERO funds to hackers. They simply played down the balance. There was no reason for anyone but Roobet to know my account was well funded and they sent the email within minutes of my $81k win. They also waited until minutes after disbursing and losing my $8k rakeback to themselves.
I do not know if the executives at Roobet are aware of the corruption that exists here, but they absolutely should be. If Roobet chooses to do the honorable thing and reverse this, I will be happy to advise them and help them determine how to stop this in the future.
Thank you for your cooperation.
Dragi Benjamin,
Hvala vam što ste podnijeli žalbu i proslijedili odgovarajuće snimke zaslona. Žao mi je zbog vašeg problema. Možete li proslijediti cijelu svoju historiju igara u Excel formatu zajedno s originalnim e-porukama na petronela.k@casino.guru ? Potvrdite da nikome niste omogućili pristup svom računu.
Radujem se vašem javljanju. Unaprijed se zahvaljujem na razumijevanju.
Srdačan pozdrav,
Petronela
Dear Benjamin,
Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. Could you please forward your entire game history in Excel format along with the original emails to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
Dragi Benjamin,
Produljujemo tajmer za 7 dana. Imajte na umu da ćemo u slučaju da u zadanom roku ne pružimo potrebne informacije odbiti vašu žalbu.
Dear Benjamin,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Zdravo,
Izvinjavam se zbog kašnjenja. Mislio sam da ovu povijest moram dobiti iz njihovog ograničenog GUI-a i imao sam problema s njom. Čekam podršku da mi sada pošalje e-poštu sa istorijom. Osobno ću vam poslati e-poštu sa više informacija. Hvala ti!
Hello,
My apologies for the delay. I thought I had to get this history from their limited GUI and was having trouble with it. I am waiting for support to email me a history now. I will email you personally with more information. Thank you!
Puno vam hvala, Benjamin, na proslijeđenim e-porukama. Možete li nas posavjetovati jeste li kojim slučajem sačuvali snimke ekrana svog aktivnog stanja prije nego što je vaš račun ugrožen? Da li dobro razumijem da ste zatražili historiju igara iz kasina?
Thank you very much, Benjamin, for the forwarded emails. Could you please advise if, by any chance, you have saved any screenshots of your active balance before your account got compromised? Do I understand correctly that you have requested a game history from the casino?
Dragi Benjamin,
Produljujemo tajmer za 7 dana. Imajte na umu da ćemo u slučaju da u zadanom roku ne pružimo potrebne informacije odbiti vašu žalbu.
Dear Benjamin,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Hvala vam puno, Benjamin, što ste pružili sve potrebne informacije. Sada ću vašu žalbu prenijeti na kolegu Mateja koji će vam biti na pomoći. Želim vam puno sreće i nadam se da ćete u bliskoj budućnosti vidjeti kako se vaš problem rješava na vaše zadovoljstvo.
Thank you very much, Benjamin, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.
Zdravo Benjamin.
Žao mi je zbog vaših nevolja.
Slučajevi poput vašeg su vrlo složeni i želio bih pozvati predstavnika kasina da objasni šta se tačno dogodilo.
Hello Benjamin.
I am sorry to hear about your troubles.
Cases like yours are very complex, and I would like to invite the casino representative to explain what exactly happened.
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
Hvala vam na odgovoru.
Ne vjerujem da je 12 sati prihvatljivo vrijeme odgovora u slučaju slanja e-pošte na više linija za podršku, što znači da je "moj račun s 95.000 USD ugrožen". Razumijem zašto bi kazino rekao da je to prihvatljivo u ovom odgovoru, ali iskreno mislim da bi ih taj standard trebao zabrinjavati.
Ovo je treći put da je casino iznio "povredu podataka" kao dokaz da za to nisu odgovorni. S poštovanjem, kršenja podataka s tim nemaju nikakve veze i pokušaj su da kupac izgleda bezobzirno. Svatka se e-pošta prikazuje u pretrazi povrede podataka. Moja žalba nije da je neko slučajno dobio moje vjerodajnice i koristio ih, već da je neko znao kada da me kontaktira kako bi ispraznio svoj račun.
Još jednom, hvala vam na odgovoru, ali moj prijedlog casinu je da pojavu ovih situacija shvati ozbiljnije. Brojni su problemi s komunikacijom kasina, resetiranjem lozinke i 2FA sistemima koji bi se mogli riješiti za nekoliko minuta i spriječiti da se ova situacija dogodi, a ja bih bio sretan da s njima na tome radim iz perspektive korisnika.
Ako kazino zaista vjeruje da se to nije dogodilo iznutra, predlažem da to preispitaju. I bez obzira na to, čini se da bi se oni trebali više baviti zaštitom nego optuživanjem svog kupca. To je zagonetno i zabrinjavajuće.
Thank you for the response.
I do not believe 12 hours is an acceptable response time in the case of emails to multiple support lines to the effect of "my account with $95,000 in it has been compromised." I understand why the casino would say this is acceptable in this reply, but truthfully I think they should be troubled by that standard.
This is the third time the casino has put up a "data breach" as evidence that they are not responsible for this. Respectfully, data breaches have nothing to do with this and are an attempt to make the customer look reckless. Everyone’s email shows up in a data breach search. My complaint is not that someone randomly got my credentials and used them, but rather that someone knew when to contact me to deplete my account.
Again, thank you for your response, but my suggestion to the casino is that it take the occurrence of these situations more seriously. There are numerous issues with the casino’s communication, password reset, and 2FA systems that could be resolved in minutes and prevent this situation from occurring, and I’d be happy to work with them on that from a user’s perspective.
If the casino truly believes this did not happen from inside, I suggest that they re-examine that. And regardless, it seems they should be more concerned with safeguarding than with blaming their customer. That’s puzzling and concerning.
Zamolio bih kazino Roobet da nam pruži više detalja o incidentu.
Siguran sam da imate informacije o IP adresama i obrascima klađenja iz vremena kada je Benjamin prijavio problem.
Molimo vas da mi dostavite detalje na matej@casino.guru
I would like to ask Roobet casino to provide us with more details about the incident.
I am sure you have information about IP addresses and betting patterns from the time when Benjamin has reported the issue.
Please provide me with the details to matej@casino.guru
Hvala, Roobet Casino i Benjamin, na strpljenju.
Nakon dubinske analize svih datoteka poslanih od obje strane, jasno je da:
Otprilike 30 minuta nakon što je Ben dobio veliku pobjedu od 81650 dolara, primio je lažni e-mail u kojem se traži da surađuje na provjeri računa. E-pošta je stigla s Gmail adrese, a Roobet Casino upozorava igrače na ove vrste prevara + informacije da nikada ne pitaju igrače o lozinkama itd.
Međutim, Benjamin je surađivao s tim napadačima, i trebalo je otprilike 5 sati dok napadač nije dobio puni pristup Benovom računu. Ben je za to vrijeme igrao koristeći agresivnu strategiju igara, a njegov se balans brzo mijenjao.
Kada su napadači napokon dobili posljednje informacije od Bena, izgubio je kontrolu nad svojim računom. Tada je na njegovom računu ostalo 84147,95 USD. Napadači su vjerovatno pokušali podići novac (oko sat vremena nije bilo aktivnosti); međutim, kad vjerovatno shvate da to ne mogu, počeli su igrati.
Sa sličnom strategijom koju je imao Ben, napadači su više puta dobili stanje na računu preko 100.000 USD i najveći iznos, 163.000 USD.
Iz napadačevog ponašanja napadača, ne ukazuje na to da im je cilj bio što brže trošiti novac, ali vjerojatnije se zabaviti.
Nakon 3 sata, međutim, napadači su izgubili sav novac.
Ako uzmemo u obzir da je Ben napadačima dao puni pristup svom računu i poslao dvofaktorske autorizacijske kodove potrebne za onemogućavanje / postavljanje drugog uređaja za pristup njegovom računu, te činjenicu da je napad trajao otprilike 3 sata, ne možemo kriviti kazino.
Međutim, 16 sati nakon što su napadači (i) dobili kontrolu nad Benovim računom, mogli su se ponovo prijaviti, zauzeli su krov i izgubili novac. U ovom trenutku vjerujemo da bi kazino to trebao spriječiti. Onemogućavanje mogućnosti povlačenja nije dovoljno rješenje za situaciju kada igrač izgubi kontrolu nad svojim računom.
Žalosno je što se dogodilo Benjaminu, međutim on nema pravo na povrat 84147,95 USD
Međutim, Roobet Casino bi trebao razmotriti da nekako nadoknadi gubitak rooward-a (8244,27 USD) koji je bio u njihovoj moći da to zaustavi.
Želio bih spomenuti da je, jer je Ben koristio VPN-ove i često mijenjao IP-ove, bilo izuzetno teško otkriti sigurnosni proboj i napadači su imali puni pristup Benovom računu koji im je Ben dao.
Thanks, Roobet Casino and Benjamin, for the patience.
After a deep analysis of all files sent from both parties, it is clear that:
Approximately 30 minutes after Ben got a big win of $81650, he received a fake email asking him to cooperate for account verification. The email came from a Gmail address, and Roobet Casino is warning players about these types of scams + information that they never ask players about passwords etc.
However, Benjamin was cooperating with this attacker(s), and it took approximately 5 hours till the attacker got full access to Ben's account. Ben was playing during this time using an aggressive gaming strategy, and his balance was changing quickly.
When the attacker(s) finally got the last information from Ben, he lost control over his account. At that time, there was an $84147.95 balance left on his account. The attacker(s) probably tried to withdraw the money (there was no activity for about an hour); however, when they probably realise that they can't do it, they started to play.
With the similar strategy that Ben had, the attacker(s) multiple times got an account balance over $100k and the highest amount, $163k.
From the attacker's behaviour of the attacker(s), it does not indicate that their goal was to spend money as quickly as possible but more likely have some fun.
After 3 hours, however, an attacker(s) lost all the monies.
If we consider that Ben gave the attackers full access to his account and sent the 2-factor authorization codes necessary to disable/set another device to access his account, and the fact that the attack took approximately 3 hours, we can't blame the casino.
However, 16hours after the attacker(s) got control over Ben's account they were able to log in again, took roowards and lost these monies again. At this point, we believe that the casino should prevent this. Disabling the possibility of withdrawing isn't a sufficient solution for a situation where the player loses control over his account.
It is very unfortunate what happened to Benjamin however he has no right to a refund of $84147.95
However, Roobet Casino should consider compensating somehow the loss of rooward ($8244.27) it was in their power to stop this.
I would like to mention that because Ben was using VPN's and frequently changing the IP's it was extremely hard to detect the security breach and the attacker (s) had full access to Ben's account which Ben gave them.
Izvinjavam se zbog našeg kašnjenja u vezi sa ovim slučajem. Nakon neke rasprave, nismo u mogućnosti vratiti izgubljene Roowards za ovaj slučaj. Ono što se dogodilo kupcu je za žaljenje i još jednom se izvinjavamo što se to dogodilo.
I apologize for the delay on our end in regards to this case. After some discussion we are unable to return the lost Roowards for this case. What has happened to the customer is very regrettable, and we apologize again that this occurred.
Ne kažem da biste ga trebali nagraditi natrag. No igrač je obavijestio kazino da je njegov račun ugrožen i zatražio od kazina da mu ponovo osigura račun. Napad se dogodio noću tokom radnog dana. Očajnički je pisao na svaku adresu e -pošte kasina koju je pronašao i nije kontaktirao chat uživo samo zato što to nije moguće bez prijavljivanja na web stranicu. Napisali ste da je vašoj podršci trebalo 12 sati da odgovori, ali i nakon 16 sati napadači su uspjeli uzeti ovaj bonus i izgubili ga.
Ovako nešto ne bi trebalo da se dogodi u dobrom kazinu. (to je moj savet)
Molimo vas da razmislite o tome da ćaskanje uživo učinite dostupnim neregistriranim igračima ili pronađite način na koji vam igrači mogu vrlo brzo dati do znanja da im je potrebna pomoć.
Vjerujem da bi Benjamin trebao nekako nadoknaditi ovu situaciju. Zato razmislite ponovo možete li mu ponuditi neki bonus ili barem nešto.
I am not saying that you should reward him back this rooward. But the player informed the casino that his account was compromised and asked the casino to secure his account again. The attack happened at the night during a working day. He was desperately writing to every casino email address that he found and didn't contact the live chat just because it is not possible without logging into the website. You wrote that it took 12h for your support to reply but after 16h still, attackers were able to take this rooward bonus and lost it.
Something like this shouldn't happen in a good casino. (that's my advice)
Please consider making live chat available for unregistered players or find a way how players can let you know that they need help very quickly.
I believe that Benjamin should be somehow compensated for this situation. So please consider again if you can offer him some bonus or at least something.
Razumijem, i ovo su užasne okolnosti, ali ne bismo mogli nadoknaditi ništa blizu pogođenog iznosa. Ovo se također rješava u našem ToS -u koji je dogovoren nakon registracije:
" Vi ste odgovorni za čuvanje lozinke koju koristite za pristup web stranici, svom računu i za sve aktivnosti ili radnje s vašeg računa. Odgovorni ste za sve radnje, aktivnosti i potrošene usluge s vašeg računa, zanemarujući ako vi ili napravila ih je treća osoba. Svaki Roobidos izgubljen tokom oklada u igrama na sreću, igrama vještina ili igrama rizika koje su napravili drugi ljudi osim vas, vaš je lični gubitak "
Svakako ćemo uzeti u obzir vaše savjete o dostupnosti chata uživo i istražiti naše mogućnosti u tom pogledu.
I understand, and these are awful circumstances, but we would not be able to compensate anything close to the affected amount. This is also addressed in our ToS which is agreed to upon sign up:
"You are responsible for safeguarding the password that you use to access the website, your account and for any activities or actions from your account. You are responsible for all actions, activities, and consumed services made from your account, disregarding if you or a third person made them. Any Roobidos lost during bets in games of chance, games of skill, or games of risk made by other people than yourself are your personal loss"
We will certainly take your advice regarding live chat availability into consideration and explore our options in that regard.
Benjamine, puno smo pričali o vašem slučaju i zaključujemo da u ovom slučaju ne možemo kriviti kazino.
Žao mi je zbog onoga što vam se dogodilo i toplo vam predlažem da pročitate više o sigurnosti na internetu.
Žao mi je, ali moramo odbiti vašu žalbu.
Benjamin, we talked a lot about your case, and we conclude that we can't blame a casino in this case.
I am very sorry for what happened to you, and I strongly suggest you read more about security on the internet.
I am sorry, but we must reject your complaint.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.