Roobet Casino - Nalog igrača je zatvoren i bonusi nedostaju.

Hello, I have an account on Roobet that was closed despite sending my identification document, and now I can't claim the bonuses and rakeback I was waiting for. What can I do?

Salve ho un account su Roobet che è stato chiuso nonostante l invio del documento d identità senza possibilità di reclamare i bonus e la rakeback che attendevo, cosa posso fare?

Dear jyc9fnmdqj,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roobet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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,

Tomas

-I have been a casino player for less than a week and the account was blocked on 06/19/2024 at 11.30 am

-While I was asking my Account Manager for explanations via email (in the meantime I had joined the Loyalty Club) on how it was possible not to verify my identity or funds, allowing me to lose a huge sum

-I played exclusively slots, my balance was exhausted at the time of closing, I was waiting for a substantial weekly bonus and an even more substantial monthly one, as well as promotions and rakeback reserved for VIPs

• I am Finnish and I have sent the relevant documentation

-Sono stato un giocatore del casino per meno di una settimana e L account è stato bloccato il 19/06/2024 alle ore 11.30 Am

-Mentre chiedevo spiegazioni via mail al mio Account Manager via mail( intanto ero entrato nel Loyalty Club) su come fosse stato possibile non verificare la mia identità ne i fondi permettendomi di perdere una somma enorme

-ho giocato esclusivamente alle slot, il mio saldo al momento della chiusura era esaurito, ero in attesa di un weekly bonus corposo e di un ancora più corposo monthly, oltre a promozioni e rakeback riservata ai Vip

• Sono Finlandese e ho inviato relativa documentazione

Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to close your complaint.

Dear jyc9fnmdqj,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.