Roobet Casino - Nalog igrača blokiran nakon značajne pobede.

hi at 20.10.23 my roobet accout was locked and i have sent multiple emails multiple times to all this the diffrent emails the people in the chats have said but i never gotten any response. i got an email the the reasoning was because i was underage but im born in 1967 as i sendt in with my passport at the verification that got aprovedd. but my son was helping me putting up the account because he is faster at sutch things he first varified with himself because he thougt it was like a im not a robot thing and it got denied and then we did it again with my id and it was approved and i was playing for some days and the day after i won a big amount my account was locked and i never got any respond. sorry if the wrighting is bad im not grate at english.

Dear JonyG123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you first tried to verify your account with someone else's documents?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes my son tryed to verify on his name because he was helping me set it up but when it didn’t work we switched the names and everything and verified again and then it worked. And on the email I got it say that the account will be opened on the day I turn 18 but I’m 56 and they haven’t responded to anything

Thank you for your response, JonyG123. I'm sorry, but in this situation, we are unable to assist. Please understand that when creating an account, it is essential to provide accurate and complete personal information. Subsequently, during the verification process, this information must align with the details on your documents. Any reputable casino that takes player verification at least a bit seriously would follow the same protocol as Roobet Casino, and it doesn't matter whether it was just an accident or not. Not to mention that each player must create and use accounts personally and if the casino found out that someone assisted you during the registration, your account would most likely be closed anyway.

At this point, I can only recommend that you be more careful next time, always create accounts personally, and only use your own credentials and documents. Furthermore, I feel like I should point out that if you find playing in online casinos so challenging that you need someone's assistance, my best advice is to refrain from it altogether so that you avoid any unpleasant situations in the future.

Since it is never acceptable to upload someone else's documents, we aren't able to offer any support here and I am forced to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.