Roobet Casino - Счет игрока закрыт.

My account is closed without any reason

Dear mabhisity1,

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hii

1/ I am player of this casino since 2 months and my account is blocked 45 days before

2/ I know when I try to login to my casino account

3/ I just deposited but first they restrict me for the withdrawal then they locked my account

4/ I hadn't used any bonus

Do I understand correctly you had no playing activity on your activity and no winnings?

INR80000 was your only deposit in the casino?

Have you tried to contact the casino?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

80000 was the only deposit that I made also casino blocked my id so I am unable to contact them

• What games did you play in the casino? How much was your balance when the casino closed your account?
• Could you please share a screenshot of what it looks like when you attempt to contact the casino?
• If the casino informed you about any broken rules, please send this conversation to my email at tomas@casino.guru

Dear mabhisity1,

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.

Plinko

I am unable to contact casino

No casino did not inform me about that my account is closed

Thank you very much, mabhisity1, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, mabhisity1,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Roobet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been closed? Have the disputed funds been confiscated? What steps should the player take to unblock the account and/or withdraw the remaining balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Casino Guru,

Following the player complaint, we would like to inform you that the player account has been closed due to fraud activity on our website. This same information was provided to the player on the day we closed the account, as you can see per the attached e-mail.

We would also like to notice that in accordance to the clause 6.4 of our Terms of Service, we reserve the right to close the player account at anytime and at our own description.

Best,

Roobet



Thank you for the clarification, Roobet Casino team.

However, I am afraid my questions were not answered sufficiently.

Looking at your screenshot - was the user's disputed account registered with a different email address compared to the one he submitted this complaint with?

Do I understand correctly that the user registered more than 1 account at the casino, and that the disputed funds were confiscated?

He claimed that he did not play with any bonuses. Is that correct? What type of games did he play and what did he commit? What unfair advantage did he gain by playing this way? Can you share with me the evidence confirming the casino's claims about multiple accounts and data matches/fraud activity?

Can you please be more specific regarding the "fraud activity"?

If it suits you better, feel free to answer via email (branislav.b@casino.guru).