Roobet Casino - Igrač je dao netačne podatke prilikom registracije.

I have had this account for around a year and never had a problem withdrawing money out of Roobet. I had level one verification set up, and they never asked for proof of ID or address. I won a large amount of money, and now they are asking for this information. I provided the information they required. The problem is in level one verification, and I put my friend's name on there because I didn't want my parent to see that I was playing on Roobet. I updated level verification to my information, but now they want my friend’s information. My account has been inactivated, and I have two weeks to withdraw the funds, but I can't do this until they accept my information a submitted. 

Additional information from nshalom:

"Dear D***5,

We appreciate you providing these documents and your honesty. Unfortunately, your are in violation of our terms on multiple counts and therefore we must close your account indefinitely. As a result all funds will be permanently frozen.

Please understand that all players who have opened an account on Roobet must are responsible for reading our terms and fully agreeing to them. Firstly, your are in violation of our terms by accessing the site from a restricted region and using a VPN to disguise your location. Secondly, providing false or inaccurate information on your profile is also an infringement of our terms.

Sadly due to the deliberate breach of our terms we are unable to remove the restrictions from your account, nor are we able to allow you to withdraw your funds.

We kindly ask that you do not attempt to create additional accounts. Your account will be closely monitored and if any further accounts are detected Roobet reserves the right to withhold the funds without return."

Dear nshalom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found: 

"You accept if you intentionally submit that misinformation, incorrect or incomplete information, will lead to your account being closed immediately, and all Roobidos on it will be frozen on it indefinitely. You also warrant to update the information within 14 days (fourteen days) by contacting our support in case of any changes."

"Any account found to access the website from a restricted area due to armed conflict or political unrest 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 until the region is no longer restricted."

Please understand, you have breached more than one of the main casino rules. You must always provide correct information about yourself and you can never alter your location. I am sorry, but we cannot ask the casino to make an exception here when such serious terms were violated.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Kristina

They immediately requested this information after I had a big win of $40,000. I have never had to verify myself In the level two section. It seems to me that they wanted to lock my account because I once had such a big amount of money. I provided proof of ID and proof of address and that's all they required at the time for them to open up my account. Randomly they just locked my account for no reason and now I can't even get into my account. If they were to reopen my account I could log in and it would show I in Canada live without using a VPN.

I can provide any other information required. I just want to get my funds out that I won fairly playing through your website. I've been playing on this website for over a year and now this is a problem after I have a big win.

I apologize, nshalom, but we cannot force the casino to pay out your winnings after breaching these very serious terms.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.