Roobet Casino - Igrač je iskusio vizuelni kvar.

Dear Jake,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history in Excel format and cashier history to petronela.k@casino.guru? I understand that $16 is not visible on it, however, I would like to check it either way. Please indicate the exact time of the incident.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Ok will do

No that is not how Roobet withdrawal fees work the fee is deducted from what hits your wallet after you have withdrawed. I know this as I have withdrawed many times before.

I have been playing with very small amounts of money waiting to see if the glitch would happen again so I could screen record it this time and it just happened I won $0.64 it gets added to my balance and then randomly removed 2 minutes later. I have emailed the video to the last email that you got me to email

Thank you very much, Jake, for your email. I will now transfer your complaint to my colleague Peter 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.

Hi Jake,

I'm taking over your complaint. I looked at the videos you sent. Is it possible that you sent the same video twice? Do you mind sending the video with the glitch you mentioned in the last post to my email address (peter.m@casino.guru)?

So I don’t have a video of the exact moment that this glitch occurred. The screen recording that I sent you shows that I have just won a $0.64 bet while my balance is only showing $0.51 which obviously is not possible without the glitch occurring. And then from the first time the glitch occurred this time costing me $32 instead of $0.64 the evidence I have is a screenshot showing me being unable to withdraw despite having adequate balance.

Hi Jake,

Thanks for you reply. I will contact the casino and see if I can help. I would like to invite Roobet Casino to the conversation to participate in the resolution of this complaint.

Hello Jake and Peter,

If there are videos showing the issue in question we would love to see those as well, since this issue has never been reported previously and we have no other complaints regarding anything like this, so we would love to investigate closer if there is evidence of this happening.

As for the $16 bet in question, there is no history of that bet amount ever occurring on the customer's account. The account balance had hit $63.74 once, however this was after a $1.50 win on a round of crash (pictured below).

The round the customer provided showing his win does not seem relevant to this case (the photo with the bet ID showing a win of $4.80 on a $2.40 bet). The photos of various crash bets also do not seem relevant as none are the amount the customer is claiming to have made - if we could get some clarity on why those photos were provided we would love to address any associated questions.

As for our support saying this would have been a "visual glitch" - if the customer's connection was having issues, this could happen. If the customer can provide the bet ID for the $16 bet that 3x'd on crash that would be a big help in investigating this.

We can also confirm on our back end that the customer never has any "disappearing" funds - all transactions are accounted for by onsite actions (wins, losses, deposits, withdrawals) - we are happy to provide full transaction history of the customer's account for Guru to look through if they would like to check themselves.

Hi Roobet casino team, Thank you for your reply. I'm not sure if the video will be of much help but we can certainly try. To which email address can this video be sent?

I now have experienced a very similar glitch where I qued a $47 bet mid crash game meaning to place it on the next round. The game I was watching then crashed and it took my money even thought my bet was clearly meant to go on the next round. I have emailed the video to the same email.

This time the bet appears in my history as well

Your site is so bad for me maybe it’s because I play on bad WiFi I don’t know

Those photos were to show my betting strategy is when I lose I double the bet and am always playing on a 3x multiplier so you can tell me next bet was going to be $16 to win $32 so it’s incredibly coeincidental that my balance would suddenly start appearing $32 higher if I hadn’t put that bet on and won like I’m saying I did

I couldn’t email the video because it’s too long but here’s a link

https://youtu.be/f88wUiYWg7Q

you can clearly see your site glitches out and takes my money without me actually losing a bet

Evidence of the issue can be sent to support@roobet.com

Jake, the last video you sent is not related to the initial reported issue here on Casino Guru. I encourage you to reach out to our support team for assistance with whatever happened in your latest video - they will need the relevant bet ID to investigate. For the record I see you have $47 in your balance in the beginning of that video, and you still have $47 in your balance at the end as well so it does not appear any money was taken. That being said, please do reach out to our support staff so they can confirm for you, at least for the sake of keeping this thread focused on the initial reported issue.

It is important to note that yes, being on poor internet like you mentioned could impact your experience on the site (as it could on the internet in general), it is also important to note that we are not liable for client side connection issues. Thank you.

Hi all,

Thanks for your replies.

Dear Roobet Casino team,

Please send the player's game history to my email address (peter.m@casino.guru).

Dear Jake,

I will check your game history just in case. However, if there is no record of your winning bet, the problem might have actually been caused by your internet connection. You may have seen the bet take place but it is possible that the bet never reached the server. That was probably when you experienced the visual glitch. When you reconnected with the server, the balance was updated. I will look at the game history, but I'm afraid there's not much we can do.

Dear Roobet in the latest video you can clearly see it won’t let me place a bet for $47 or withdraw $47 even though I clearly have it in my account that is the issue

I have now lost hundreds of dollars trying to chase my losses because of this glitch multiple times I have had money just randomly removed from my balance without me actually placing a bet as is clearly shown in the screen recording that I sent you a link to. I would like you to exclude me from the site and return me the value of the difference between my deposits and withdrawals.

$840 is what I believe you owe me it’s not acceptable that I can be losing money on your site like this and then have it glitch out when I win

Twice now I have lost money without actually losing a bet and once I have won a bet and it’s not actually credited my balance I believe iv provided as much evidence of this as I could be expected to have the screen recording very clearly shows me losing money without losing a bet

To the person at casino guru the latest money I lost actually shows up in my history if you look at the screen recording I uploaded to YouTube and sent you a link to you can clearly see this

I have emailed both parties a screen recording showing yet another glitch on my account it’s undeniable it has occurred if you watch the video properly and look at the time and date on the deposits and bets

Our data has been emailed to Peter at Casino Guru for independent review.

Hi all,

Thanks for your replies and emails. I looked at the gaming history and didn't really find any record of the bets that the original complaint is based upon. However, Jake sent us a video with a similar problem. I would like to ask Roobet Casino for an explanation. The video can be found here:

https://www.youtube.com/watch?v=f88wUiYWg7Q

Dear Roobet,

I think the issue in the video that caused the error was that when I qued a bet for the next round and then the current round crashed it classified that as a loss as I had not placed any bets for $47 yet a loss for $47 appeared in my history as you can see in the screen recording.

Clearly if your just going to say it’s only a glitch with my balance there’s nothing I can do to prove it’s not so this is probably a waste of my time now but I know for a fact I never placed a bet for $47 and I know that with my original complaint I won a $64 bet at least on my phone screen I did that didn’t get properly credited to my account.

Tomorrow I should get my monthly rewards I will screenrecord my entire time playing and you can see how my account just glitches and then you can refund me what iv lost on your site

https://youtube.com/shorts/pl9FdNCcGRU?feature=share

explain this one the most recent activity on my account is me winning an $8 bet I clearly haven’t lost any bets since and that’s not enough to withdraw yet my balance appears as $0.31? There are 2 explanations either I lost a bet that hasn’t appeared in my history or the site has randomly modified my balance but you claim all bets appear in the history and that the site doesn’t randomly modify my balance so how is it possible please ??????

I’m not even bothered about $8 but it clearly shows I’m not making up what’s happened to me with much larger amounts

Sorry to send so many consecutive messages and so many videos but this is the relevant one that shows the issue here is more than just my phone displaying the wrong balance.

https://youtube.com/shorts/b3-sxhLGITU?feature=share

The basic thing I am trying to show here is that your system has placed my bet on a different round to the round I actually placed the bet on. You can see on my screen I placed the bet on a round that crashed at 2.37x yet your system detects the bet as being placed on a round that crashed on 2.11x which on my screen is the round before. You can also see that my $4 loss matches up with the 2.55x crash that you can see has just happened and my $8 loss matches with the 1.06x loss that has just happened so this is cleary the correct $16 bet that is being shown it’s clear your system placed my bet on the wrong round does this not show your system is glitching for me?

You might have to watch that video a couple of times to understand it but it clearly shows the problem isn’t my phone showing the wrong balance the problem is your system

Playing with my monthly bonus this morning yet another glitch it doesn’t cash me out at the auto cash out point and then doesn’t credit the win to my account

https://youtube.com/shorts/a_uUE021Jdo?feature=share

this is the same glitch that happened to me with my original complaint

I think it’s very clear from the videos iv now sent that I have experienced a number of technical difficulties on your site that are more then just my balance not updating so could you please refund me the total amount of money I have lost please

Up until 3 weeks ago you’d never had any complaint on here about any type of glitch with your site now in the space of 3 weeks I see 3 separate complaints and also many more people on Reddit saying this has happened to them there is clearly something wrong with your site

None of the errors being reported in these videos are able to be replicated by our dev team, and we are not getting any other reports regarding issues like this.

With that being said all we can point to is your use of a VPN combined with you directly stating that you have a poor internet connection. When navigating the internet, especially live games such as Crash, this can result in a lot of unintended activity however this would be an issue occurring due to client side connection problems, not an issue with the Roobet site.

I stress again that we are unable to replicate the issues in these videos, we have not had any similar reports regarding this.

There’s literally another complaint open on this site of someone complaining about how the roulette constantly crashes out. And nothing youv just said explains the issue you can see in the video my money has been taken for the bet at which point the bet has registered so internet connection should be irrelevant

Hi Jake,

I discussed your issue with our team. Unfortunately, I'm afraid, we can't help you. The glitches and delays are most probably caused by your weak connection. I can only recommend you try to play this game in a different casino and see if you experience the same problem. If you are still convinced that you were treated unfairly you can turn to the Curacao gaming authority and submit a complaint to them (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter