Roobet Casino - Аккаунт игрока был закрыт.

Roobet closed my account on 06.08.2022. It will be 3 months soon. 

I always emailed cs@roobet.com and support@roobet.com. 

There was no response. I wrote a lot of emails.

During this time, no one explained to me why it was closed. 

Now I want to open my account or withdraw my $4,253.07 in my account.

Hello Palchuhai,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Roobet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they write you anything since they closed your account or what is their response on the live chat?

Looking forward to your answer.

Regards,

Nick

Dear Nick,

Thank you.

My account was already verified. I won real money by deposit with real money without using any bonus.

I have been emailing for almost 3 months and have not received a 1 reply. live chat says they will contact you by email, but no one has contacted me. Live chat said that almost 2 months ago. Now I can't log in and connect to live chat.

BR,

Palchuhai

Do you have any communication with the casino saved? If yes, can you please forward it to nikolas.b@casino.guru?

Hi, I didn't understand well. Hasn't there been any progress in 7 days? I sent the live chat via nikolas.b@casino.guru email. You sincerely want to help me diligently.

Hello Palchuhai and thank you for all the information provided. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Palchuhai

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Roobet Casino to join the conversation.

Dear Roobet Casino,

Can you please provide some information on why is the player's account closed without an explanation?

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’ which may negatively affect its rating.

Dear Michal,

Thank you for inviting us to join the conversation. We're glad to update that this case has been directly resolved with the player by offering a gesture of goodwill by sending the remaining balance, to which the player willingly accepted when he provided his Litecoin wallet address.

We kindly request to have this case marked solved as this has been settled accordingly.

We appreciate your time and thank you in advance.

Thank you for the response Roobet Casino.

Dear Palchuhai

As Roobet Casino stated, has your issue been sorted? Can we consider this complaint resolved?

Dear Palchuhai,

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.

Dear Palchuhai

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal