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Dear Casino Guru Complaints Team,

I am writing to formally submit a complaint regarding unresolved issues with Roobet's gaming platform, specifically relating to their Dice game, which I believe contravenes the promise of provable fairness guaranteed to players. This complaint is accompanied by detailed evidence and a request for appropriate compensation.

1. Overview of Issue:

As an avid player on Roobet, with more than $1,000,000 wagered and over 500,000 bets placed, I have generally enjoyed a satisfactory experience until recent discoveries pointed to significant discrepancies in bet verification. My investigation into the provably fair system revealed 530 instances of skipped nonces across 300,000 verified bets, highlighting a critical flaw that undermines the integrity of the game outcomes.

2. Details of Interaction and Evidence Provided:

Upon noticing these irregularities, I reported the issue to Roobet's customer support team. Despite extensive correspondence spanning approximately two months, and providing exhaustive data including a JSON file with detailed instances of the discrepancies, the issue remains unresolved. The development team at Roobet claims they cannot recreate the error, despite clear evidence presented on multiple occasions.

3. Discrepancies in Data and Lack of Access to Betting History:

Further exacerbating the situation is the discrepancy between the number of bets recorded and the data accessible to me. Of the 583,641 bets shown on my player’s card, I have only been able to review 341,740, with Roobet failing to provide the complete betting history despite acknowledgment and assurances of delivery.

4. Evidence Provided:

JSON File: Detailed account of each session affected by skipped nonces, including unique round hashes and client seed data.

Screenshots: Documentation showing a total of 260,000 bets in Dice and a file size of 650MB indicating detailed betting data.

Email Correspondence: Full record of communications with Roobet's support team.

5. Request for Resolution and Compensation:

Given the significant impact of these issues on the fairness and outcomes of the sessions played, I am seeking compensation for all sessions where nonces were skipped, as detailed in the provided JSON file. I assert that without access to the complete betting history and clarity on each game session, the fairness promised cannot be verified independently.

Conclusion:

I trust that Casino Guru will find this complaint to be a valid complaint. I am prepared to provide further details or evidence as required and look forward to your timely response to this matter.

Thank you for addressing this issue.

Sincerely,

Ryan D******

Fr*****11

Ryanjd*****d@gmail.com

Dear RD911,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP).

If you possess additional information that could support our case, kindly send it to me. To address the casino regarding their RTP (Return to Player), having the complete game history of the player is the most effective approach. Please send it to petronela.k@casino.guru as soon as possible.

Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear Complaint Team at Casino Guru,

Perhaps there was an issue with the attachments or Casino Guru has implemented A.I. to summarize and streamline the process but it seems that the subject of my complaint has been over looked.

Today 4-21-2024 Roobet has acknowledged the issue I raised concerning discrepancies in nonce increments in their gaming system. In response, they credited my account with $200. While this gesture is appreciated, it does not fully address the extent of the losses I have incurred due to these discrepancies, which invalidate the platform's promise of provably fair gameplay. The fact that they have aknowledged the error on their end I hope this will help us reach a positive resolution.

As detailed in my earlier communications and the supporting JSON file, I have documented over 500 instances of skipped nonces within approximately 250,000 bets. This issue has led to a direct financial loss of $6,266, calculated from sessions affected by the error. Each skipped nonce represents a deviation from the expected randomness of game outcomes, crucially undermining the trust and integrity of the gaming process.

The importance of the nonce in Roobet’s system is to ensure each game result is uniquely determined and verifiable, providing transparency and fairness to the user. However, the observed irregularities compromise this mechanism, affecting the overall fairness and reliability of the results.

Attached in the initial complaint filing are the email correspondences with Roobet and relevant screenshots, at the bottom of this letter I will be including the most recent acknowledgment of the fault by Roobet that I received via email. I believe these documents substantiate my claim for the full amount of $6,266, representing my total losses from affected gaming sessions.

I respectfully request your support to mediate this matter with Roobet to secure fair compensation for the discrepancies noted. I am committed to resolving this issue amicably and hope for a favorable outcome with your esteemed guidance.

Thank you for your attention to this matter. I look forward to your advice on the next steps.

Best regards,

Ryan D******

Fr*****11

Ryanjd*****d@gmail.com

Email from Roobet Support Team

"Hello,

Thank you for your patience here.

We'd like to thank you for providing the additional information and for your help here, we have been able to successfully replicate the issue this time. This information has been passed along to our developers who are working on a fix, which should be released soon.

Please be rest assured this issue didn't impacted the results of the games in any way, our developers have confirmed that the issue was the nonce increment before the bet, failed validation. For user comfort, the fix they are working on will prevent this by pre-validating the bet.

That being said, we do sincerely appreciate you bringing this to our attention. As a thank you for that and your time, we have gone ahead in crediting a $200 bonus to your account.

Thank you once again for taking the time to bring this to our attention, and we apologize for any inconvenience caused by this.

Please feel free to let us know if you have any other questions or concerns.

Best Regards,

The Roobet Team"

Hi RD911,

I'm really sorry but I encountered difficulties downloading your game history. Would you mind attempting to resend it in a different format for better accessibility?

Thank you.

Thank you very much, RD911, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear RD911,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Thank you Petronela,

I appreciate your prompt attention all of your efforts to the matter. Hope to share good news with you in the near future.

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Hello Jozef,

Nice to meet you, please let me know if you need anything from me feel free to reach out at your convince. Thank you for your prompt response to the matter.

My initial request for this data was made on March 15, 2024, and I only received a partial response today on May 6, 2024.

My request specifically included the requirement for the nonce values for each bet, essential for verifying the sequence and authenticity of the bets. Unfortunately, the data provided lacks these nonce values entirely. Additionally, of the 631,684 total bets placed, records for only 347,624 bets were supplied. This significant shortfall of approximately 290,000 bets restricts my ability to conduct a comprehensive analysis.

This discrepancy and the omission of crucial data elements suggest a potential gap in data handling and record-keeping practices at Roobet, raising concerns about transparency and accountability in their operations. Given that there is no clarity on Roobet’s data retention and provision policies, it seems plausible that nearly half of my betting records are inaccessible or possibly deleted.

I believe that I am making a reasonable compromise by seeking resolution based on the data currently available. However, if the full data were accessible, it is likely that the discrepancies would be more substantial, potentially affecting a significantly larger number of transactions.

Thank you.

Dear Casino Guru,

We hereby acknowledge the receipt of the player complaint and present our formal response to the same.

As per the message sent to the player on the April 20th and attached to this reply, our team has performed a full assessment to the player gameplay and the game dice and has confirmed that the error reported by the player did not had any impact on the provably fair concept of the Dice game, neither it has impacted the player payouts.

Additionally, it is not true that the 200$ sent to the player were given as a compensation for the player losses or confirmation of an error with dice provably fair. As per the attached message, the 200$ were given to the player as a gesture of goodwill from bringing to our attention an issue that could help us improve our customers experience.

Attending to the above, it is our understanding that the player complaint shall not proceed and he is not entitled to any refund.

Best,

Roobet

Dear Roobet and Josef,

Thank you for your response Roobet,

I would like to highlight that I have provided a all of the data for casino.guru to do all of the analysis as they do have data analyst staffed.

Perhaps the refusal is a little premature given the scale of the matter. You can not claim the outcomes were not affected if the provably fair mechanism malfunctions I.e. skipping nonces. Just to be clear the $200 was a gesture of goodwill is true and not "compensation". I would like to also add I would accept a $6000 gesture of goodwill instead of compensation. If this helps us come to a resolution.

Hello Josef,

I have already reached out to the licensee going on 6 weeks ago and have not received a response. I’m am eager to hear what you have to say about the next steps we will take thank you.

Best Regards,

RD911

Dear RD911,

I am still reviewing all the information provided, but do I understand correctly that you have filed an official complaint with the regulator on this issue?

Dear Roobet Casino team,

May I kindly request the full gaming history of the player?

jozef.k@casino.guru

Hi Josef, will contact you through e-mail.

Thank you,

RD911

Dear RD911,

I have carefully reviewed all the evidence and information provided and have reached a conclusion. Firstly, I would like to highlight that provable fairness is an extra feature that allows you to confirm the randomness of the game and ensures that the casino cannot manipulate it in its favor. This feature is not commonly found in regular casinos. The casino team mentioned that there were some instances where it was not possible to verify the provable fairness of the game, but this does not imply unfairness. It was simply due to a recording error. It is important to note that provable fairness is not a mandatory requirement for a game to be considered fair, and most casinos do not offer this feature. If a casino claims to have provable fairness, it should function correctly, but I acknowledge that technical issues can happen. Given that there are no other indications of the game being buggy, I do not believe you are entitled to compensation. The  $200 compensation already provided by the casino is a generous gesture. Concluding all the information above, I am forced to close this case as 'rejected'.

An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru