Roobet Casino - Račun igrača je blokiran, a dobici poništeni.

Hello,

I have been playing on Roobet for around a month now.

I have deposited over $30,000 of my own Bitcoin and Ethereum and been able to withdraw amounts of up to $10000 with no issues.

Yesterday, I won a large sum of money, which, when combined with my own deposits, left my balance at a sum of $100,000. I was eager to withdraw this and tried to withdraw $30,000. I was then told that my withdrawals have been disabled and I need to wait.

This was no problem, I asked the users in chat and they asked if I was a level 3 verified account. I was not, so I quickly performed a full ID and address verification using their verification tools. My account was now listed as a level 3 fully verfied account in Greece, which is where I live.

Within the next few hours, my account was completely locked and I was unable to access it or even see my balance anymore. I began to get very scared as this amount of money I had in my balance was not only my large sum of winnings, but a very large deposit I made thinking if i gambled big I would win big, and it's true, as I did win big.

Live support told me just to sit tight and wait for an email from compliance@roobet.com, and after a gruelling 24hours of waiting anxiously, I recieved an email from them. They told me that my account has some irregular information and they are closing my account and freezing my funds permanently. They also said I should not make any other accounts to contact them (which i haven't, i've only used one roobet account) I felt sick after reading this but I strongly believe I am not in breach (or at least, not in breach enough to have my life changing winnings stolen from me) of their ToS.

I believe they have closed my account as sometimes I gamble on my work laptop / work phone which is hooked up to my companies corporate VPN, which ensures all data is encrypted. I know it might have been messing with locations sometimes as when I'd log in I would sometimes see a message saying "Roobet is not allowed in your jurisdiction" - turning off the VPN always solved this issue, so I didn't think I was in any wrongdoing here.

I am so sorry for using a VPN I didn't know that my money would be frozen and kept from me like this, $100,000 is a life changing amount of money and to have it taken from me after I deposited tens of thousands of my own funds into the website makes me feel sick.

The Roobet ToS states that you warrant to not use a VPN unless you are fully ID and address verified, which is what I was before my account was locked, and the country I am registered in (Greece) is not banned in Roobet's jurisdiction.

I don't mind losing my Roobet account but I am begging you to please let me withdraw my funds as all I did was play from my work computer, I sincerely believe I don't deserve to have 6-8 years of savings from my full time job taken from me like this.

I was and am still willing to provide any information that is required but Roobet staff did not ask me for ANY information before my account was locked and funds stolen.

I am desperate right now, and will do anything in my power to retrieve these frozen funds. I am not a criminal or any form of money launderer, I just made a simple mistake of connecting and playing a few times with this.

The compliance team said they would only handle the issue further in the email thread, but I have recieved no reply there and I am in a constant state of anxiety. I cannot believe a casino can steal money like this for such a megere reason. I don't know what else to say, I don't know what else I have done to deserve this but I am willing to provide any information needed by Roobet to show that I am indeed a resident of Greece and all my gambling on their website has been legal and within jurisdiction, I was even level 3 verified!

Please can anyone help me with this, even if it means seeking legal advice I will not be able to rest until I am able to recieve a withdrawal of my $100,000.

Thank you so much for reading and for everyones time,

Many thanks.

Dear Nokers,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have never used VPN (Virtual Private Network) to alter your location? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

I have checked the general terms and conditions, and this is what I found (here):

"You warrant not to use any form of VPN or other methods or program fit to hide your IP or your state of origin unless you went through full ID and address verification as described in our KYC-AML-Policy under AML 1 Verification. In addition, the usage of a VPN is only allowed with written consent from the Roobet support team. Users or customers found to use a VPN without the companies consent will be excluded from all services on the website, and all remaining Roobidos in their Roobido-safe will be frozen indefinitely. You acknowledge that you are solely responsible for all losses that might occur to you over your VPN usage without the companies consent, including but not limited to financial losses and the loss of your account on the website. Further information regarding AML 1 Verification can be found in our KYC-AML policy."

The problem with using the VPN is that you might be involuntarily connected to another IP address which is related to different casino accounts in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

Could you please forward the confirmation about successful account verification to petronela.k@casino.guru? Have you requested written consent from Roobet Casino before accessing your casino account from work laptop / phone which are connected to the corporate VPN?

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

Best regards,

Petronela 

Hello!

I have never used a VPN to alter my location, all games that I play on Roobet are legal within the jurisdiction of Greece. Although I'm not sure how to prove this, but I would not need to hide my location as I said, it is legal where I am. Sadly, I did not request written consent as I didn't even realise that 1) my laptop was connected to the work network, and 2) any form of encrypted network of VPN was not allowed, I was never told this by any member of staff and did not recieve any warnings at all, even after depositing around $30,000. You will also find that many members of the casino will tell you that VPNs are fine in the live chat, which is for some reason a very common belief, as I guess some popular streamers are known for playing on Roobet with VPNs? But I can only guess at that why is the case, but it seems like a large portion of the Roobet community will be elibigle to have their funds frozen if they ever win big enough to warrant checks, which is very worrying.

I don't have any emailled confirmation about my verification being successful, as I completed it on the roobet website on my roobet account, and as my account is locked I am unable to access it to provide proof that I was indeed level 3 verified (maximum level of verfication), apart from a live support member thanking me for uploading my documents after I told her about it.

Please let me know anymore information that you need, I am happy to provide anything and everything to get my life-changing money back!

I would like to specify that I merely want to withdraw the balance I had on my account, which was exactly $100,000.

This is a massive amount of money for me and you will not hear a word from me after I am allowed to do this (temp, I will never touch Roobet again I just wish to withdraw my winnings I earned fairly, by risking my OWN funds that I deposited over the weeks. If this is not allowed or possible, then I wish to withdraw the sum total of my deposits, which should be around the $30,000 mark. I was a fool to bet this large amount of money for me but it paid off only to be frozen by the casino. I am at a wits end, and I was never planning on dropping my balance lower than 30,000 after one of my larger wins. My win is still even mentioned on the site, on Crazy Time, you can see the weeks highest win is still "nokers" which is me. I have not nor will I ever defraud the casino or commit any wrongdoings, I simply want to withdraw the money that I won! I am so sorry if I ever did anything that would be percieved as wrongdoing but I am basically begging you guys to let me have my winnings, $100,000 is a lot of money for me, or basically anyone!

Thank you very much, Nokers, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.  

Dear Nokers,

I have reviewed your case and I understand the situation. I’ll contact the casino and try my best to resolve this case as soon as possible.

I would like to invite the representatives of Roobet Casino to join this conversation.

Dear casino team,

Can you please advise if, in addition to the detection of the use of a VPN, there are any other grounds for the decision of the casino in this case?

Any relevant evidence can be forwarded to andrej.p@casino.guru.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

What can I do if they do not reply? I am still very anxious that I will not be able to withdraw my money! Even if I only got my sum of my deposits back it would still impact me greatly!

Dear Nokers,

In case the casino doesn’t provide any information within one week from today, we will definitely consider alternative options. For now, my only recommendation is to stay patient.

I tried getting in touch with the casino representative via other means and am currently awaiting their reply.

Dear Nokers,

Unfortunately, all our attempts to contact the representatives of the casino have been unsuccessful.

I’m sorry I couldn't be of more help, but please note that there’s still the option to submit an official complaint to the casino’s Licensing Authority – Curacao Antillephone (complaints@gaminglicences.com), which I strongly recommend.

Please let me know if you decide to do so and/or if our assistance is needed. I'll gladly guide you through the process.

Hello,

Thank you for your patience. Our Compliance team is looking into this as we speak, and as soon as they have completed their investigation we will get back to you here. We sincerely appreciate all of your patience so far, and we should have a reply soon.

Hello, thank you for finally responding Roobet, you did not reply the email i sent to compliance, or any messages to support, and it took 2 weeks to finally hear something back here!

Please hear me out on my case here,

I am not saying that I am 100% in the right here, but I am basically begging you guys to let me withdraw the money I have in the account, as it is a MASSIVE amount of money for me and is life changing!

I was not made aware (no warnings whatsoever, not even so much as a message from live support warning me before taking my money! , users from chat saying it's okay) that VPNs were not allowed and if I had understood that from the beginning I never would have used your services, and used a casino where they were allowed (such as 500 casino, which has no problem with this).

Many of your websites users are also under the false impression that using a VPN is fine, if you check any chat logs were users ask about VPNs, you will see that most think it is fine! (even Roobet Reddit is encouraging use of VPNs, and if you type in Roobet VPN on google you will only see guides to use them to use the website, I could not find a single warning saying not to use a VPN other than in the fine print in the ToS)

I believe that this needs to be MUCH more clearly addressed and that I deserve even a small amount of leiniency in this matter.

To make this clear, I simply believe that I do not deserve to have my funds stolen from me, (rather, just allowed to withdraw my money I won fairly in a small time window) my work computer and phone were using a VPN (but I was unaware that this was forbidden at the time), but there are contradictory clauses that when taken seperately in the ToS, mean that a user could mistake being level 3 verified with being allowed to use a VPN, however, the next clause basically proves the first clause false, as it then states it doesn't matter what level of verification you are, as you need to have requested permission. (which actually just nullifies the first statement, since you can just verfiy when a user asks for permission instead) I believe that hiding this away inside an otherwise HUGE ToS agreement and then only enforcing when a user hits a large win (as can be seen on other complaints, happens quite frequently) is wrong from an ethical standpoint and I deserve some leiniency in this matter.

I really do appreicate your guys understanding in this situation and I only that you let me withdraw the $100,000 balance I have on the account, or, failing that, provide me with a refund for all my deposits that I have put into the account. I do not know what I would do if i wasn't able to retrieve this money, as I won it fairly, by depositing large amounts of my own money.

So I ask you guys again, please re-consider your permanently frozen funds decision and please allow me to withdraw, I do not care about playing on the website anymore I just would like to withdraw the money I won fairly.

Thank you so much for looking into this and I really really really hope for a postive outcome for me on this case, this amount of money is nothing to a huge casino like you guys but means everything to me!

Thank you very much!

Thank you, Nokers, for pointing out the additional facts, and thank you, Roobet Casino team, for the reply.

We will wait for further updates from the casino team. I’m setting the timer for 7 days.

Dear Andrej,

Thank you for allowing us a bit of extra time to respond. Our compliance manager has been on a short leave recently and is finally available to review case. We would like to provide the following information.

Please allow us to explain this player’s actions which led to the closure of this account. Firstly, the players activity has triggered a review of his game play and other details of the account. It is a standard internal operating procedure when players receive a big win after wagering and quickly attempt to withdraw the funds. During our investigations, we had found some inconsistencies with the profile, documents, and previous information provided by the player on this account.

Due to the irregularities of this account, our compliance team had carried out additional checks of this player's account during a more in-depth review. Unfortunately, the information we had reviewed led us to make the decision to close the account permanently due to multiple violations of our Terms of Service:

1. According to our records, this individual did in fact use a VPN without consent from any staff of the companies.
2. Please be advised that our terms state that all players must complete their verification and receive written consent to use a VPN while participating in our services.
3. Secondly, this person had changed their profile details prior to completing the verification steps with ID and proof of address. The details were changed from a young man born in 1999 and from France, to an older gentleman born in 1955 from Greece.
4. Our Terms clearly make the point that all players must provide complete and accurate information when registering their account. Failure to do so could result in immediate and permanent lock on the players account.

Sadly, we feel it is necessary to lock this account/individual from accessing the site. We hope this answers any questions you may have and should you have any others, please do not hesitate to contact us again.

Hello,

If this is the case, then I think I made a mistake when registering - if the young man was born in 1999 then it would be my son. This was autofilled and entered by my iPhone automatically when registering, but I saw that the details could be changed on the fly, therefore I did not think much of it and changed it when verification was required later. If this was a problem, why did I not hear about it earlier before I was allowed to deposit thousands and win hundereds of thousands?

Why are verification details allowed to be changed with no verification or anything like that? Why was I able to deposit thousands and thousands when France is a restricted country? This doesn't make sense and feels like I have been led to allow to deposit a huge sum of money and as soon as I won THEN suddenly you guys care...

This feels wrong to me and the fact remains that I am a legitimate user who won the money fairly using my OWN funds.

Can I at least request the funds I deposited back? It is still a huge amount of money for me and life changing, so I feel I should be allowed to withdraw at least. This was an honest mistake and I have been in a constant state of anxiety and panic ever since the account was locked. If I had just used another casino, or just not had a VPN on then this would not be happening. I can provide any information and any KYC that you guys need to know that I am a legitimate customer, and I am begging you to let me withdraw the money I won.

If you need any KYC information from any members of my family, I am more than happy to provide if it proves that I am a legitimate user. I will give anything and everything to prove that I deserve to have my money returned to me.

Thank you, Roobet Casino team, for clarifying.

Dear Nokers,

I’m sorry to hear that the situation is what it is but unfortunately, there is nothing we can do for you in this matter. If your use of a VPN had been the only reason for the casino’s decision in your case, we would have been on your side, but please understand that providing false personal data is absolutely prohibited in all online casinos. Needless to say, I strongly recommend avoiding this kind of action in the future. I understand that you did not do it intentionally but unfortunately, that doesn’t make a difference. Had you opened your account and realized straightaway your mistake, it would have been a different story, but you only found out after requesting a withdrawal, before initiating the verification process - is that correct?

Please let us know if there is any additional information that we might have overlooked, but I’m afraid I will be forced to reject your complaint as ‘Unjustified’.

I understand, I'm afraid there is no additional information.

Is there no way to even get the money I deposited back? That would add up to around 30,000 on it's own, which is still huge!

Please let me know if there is anything else I can do, I really messed up but I am still a legitimate user and I don't think I deserve to just have even my deposit money taken from me without a refund.

Thank you all for the time spent in this matter, I really appreciate it, even if I am not able to get any money back I am so grateful that a forum for assistance on cases like this exists.

Thank you

Dear Nokers,

I’m sorry, but by entering incorrect information during registration, you’ve violated one of the ground rules for players in an online casino. Since it’s not possible to verify your account, I’m afraid that justifying a request for a refund of the amount you’ve already deposited won’t be possible. I'm sorry. I recommend reading our Fair Gambling Codex For Players to better understand our point of view on these situations and I truly hope you won’t come across a similar problem in the future.

In case you’re not satisfied with our ruling, I recommend submitting an official complaint to the casino’s Licensing Authority (Curacao Antillephone). Please let me know if you decide to do so and/or if our assistance is needed. My e-mail address is andrej.p@casino.guru.

Lastly, to avoid similar situations from reoccurring, we strongly suggest Roobet Casino team require players to verify their accounts after reaching a certain threshold in the deposited amount.