Roobet Casino - Счет игрока закрыт, выигрыш конфискован.

Hello, my complaint is with the Roobet casino which recently blocked my gaming account after I won in their live casino..... I deposited more than 10 thousand USDT with which I won 9980 usdt, and when I made my withdrawal they did not pay me and in 2 days they blocked my account. The answer they give me is that I breached their terms and conditions and that their provider told them not to pay me or something similar.... before I had already made withdrawals normally, I had played in sports, now it was the first time I played in a live casino, I played a few spins in the baccarat game and apparently that was what made them block my account, they tell me that I cheated or something like that, but that is impossible because I cannot in some way manipulate the games....

Finally ROOBET tells me that they will not pay me either my winnings or my deposit. It seems like a very abusive decision to me. I trusted that casino because in my first withdrawal I was able to quickly withdraw more than 8 thousand USDT without any problems and now I find myself with this problem that is getting me down quite a bit. It is almost 20 thousand USDT, it is too much money!!!! The answer that ROOBET gives me is very abusive, how can they take all my money just for playing a few games at the casino? IT IS THE LAST THING!!!!

I hope to receive your help and get over this bad experience.

hola mi queja va con el casino roobet el cual me ha bloqueado mi cuenta de juego recientemente despues de que ganara en su casino en vivo..... deposite mas de 10mil USDT con los cuales gane 9980 usdt , y cuando realize mi retiro no me pago y en 2 dias me bloqueo la cuenta. La respuesta que me dan es que incumpli sus terminos y condiciones y que su proveedor le dijo que no me pague o algo parecido.... antes ya habia realizado retiros con normalidad habia jugado en las deportivas , ahora era la primera vez que jugaba en casino en vivo , jugue unas cuantas jugadas en el juego de baccarat y al parecer eso fue lo que hizo que me bloqueen la cuenta , me dicen que hize trampa o algo asi , pero eso es imposible porque no puedo de alguna manera manipular los juegos....

finalmente ROOBET me dice que no me pagara ni mis ganancias y tampoco mi deposito me parece una decision muy abusiva , confie en ese casino porque en mi primer retiro pude retirar rapido si problemas mas de 8 mil USDT y ahora me encuentro con este problema que me bajonea bastante , son casi 20mil USDT es demasiado dinero!!!! la respuesta que me da ROOBET es muy abusiva como puede quitarme todo mi dinero solo por jugar unas partidas en casino , ES EL COLMO!!!!

Espero recibir su ayuda y pasar esta mala experiencia.

Dear kevinmanzano700,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if baccarat was the only casino game that you played?

Could you kindly confirm if you passed the full KYC verification?

Is there any possibility that someone you know or you are related to also has an account at this casino and played the same games as you at the same time?

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

Best regards

Veronika

I answer the questions:

I barely deposited and went to the live casino and only played baccarat. I wanted to play roulette afterwards, but I wanted to withdraw first because if I left it in my account, my ambition would win and if I had a bad streak I could lose everything… But hey, I only played baccarat.

My account was verified, so previously when I played sports I was able to make withdrawals of up to more than 8 thousand USDT.

If there is that possibility because I precisely found out about roobet through an affiliate, who encouraged me to register with his referral link since I handle cryptocurrencies and it was easy for me to deposit cryptos to the casino... I suppose he must work with roobet and receive some kind of benefit or commissions for bringing clients... But I suspect that he affiliates several clients apart from me, perhaps he is dedicated to attracting clients to roobet, but now the question makes me think more things and I can consult more with said person who referred me... If that is really the problem.

I want to comment that I played like 4 to 5 rounds first to test the game and in the last play without thinking carefully I put all my balance in, my ambition won and luckily for me it landed on red and I won my bet, as a result of this is where I make my withdrawal request.

I am being totally sincere and transparent in telling the truth as I remember it, it does not seem right to me that for winning a large amount in a single play I am reported for violating terms and conditions, the house says that I took advantage of the casino, is it prohibited to win large amounts in a single play? Keep in mind that I have had to invest all my money, IT WAS ALL OR NOTHING!!!! and what happened if I lost ??? Surely I would not have this problem and would be playing normally in the casino having the opportunity to lose everything again... why does this problem happen when one wins ??? Because when one loses there are no problems EVERYTHING IS PERFECT... It is a total scam the casinos that take advantage of their customers, and when they win they invent or suspect fraud, ROOBET PAYS !!! If the winnings are confiscated, you do not have the right to steal from people their own money that they have worked so hard to deposit to the platform !!!!!

Respondo a las preguntas:

Si apenas deposité me dirigí al casino en vivo y solo jugué bacarat, quise jugar ruleta después , pero primero quise retirar porque si lo dejaba en mi cuenta me ganaría la ambición y en caso de tener una mala racha podría perder todo…. Pero bueno solo jugué bacarat.

Mi cuenta si estaba verificada por eso anteriormente cuando jugué en deportes pude realizar retiros de hasta más de 8mil USDT.

Si existe esa posibilidad porque justamente conocí roobet por medio de un afiliado , que me animó a registrarme con un enlace suyo de referido ya que yo manejo criptomonedas y me era fácil poder depositar criptos al casino… supongo que debe trabajar con roobet y recibir algún tipo de beneficio o comisiones por traer clientes…. Pero sospecho que afilia a varios clientes a parte de mi , quizás se dedica atraer clientes a roobet , pero ya me pregunta me hace pensar más cosas y puedo consultar más a dicha persona que me hizo su referido…. Si por ahí va el problema realmente.

Quiero comentar que jugué como 4 a 5 rondas primero para probar el juego y en la última jugada sin pensar bien le metí todo mi saldo , me ganó la ambición y para mi suerte cayó rojo y gané mi apuesta, a raíz de ello es donde hago mi solicitud de retiro.

Estoy siendo totalmente sincero y transparente en decir la verdad tal cual como la recuerdo , no me parece correcto que por ganar en una jugada un monto fuerte se me denuncie por violar términos y condiciones , la casa dice que me aproveché del casino , acaso está prohibido ganar fuertes montos en una sola jugada? Tengan en cuenta que para he tenido que invertir todo mi dinero , ERA TODO O NADA !!!! y que pasaba si perdía ??? Seguramente no tendría este problema y estaría jugando con normalidad en el casino teniendo la oportunidad de volver a perderlo todo….. porque sucede este problema cuando uno gana??? Porque cuando uno pierde no hay problemas TODO ESTÁ PERFECTO…. Es una estafa total los casinos que se aprovechan de los clientes , y cuando ganan se inventan o sospechan un fraude , ROOBET PAGAAAA!!! Si las ganancias son confiscadas, no tienes el derecho de robarle a la gente su propio dinero que con tanto esfuerzo a conseguido para depositar a la plataforma!!!!!

Good afternoon, I am being informed by email of a very suspicious procedure that ROOBET is supposedly imposing to get my funds back, WHICH CONSISTS OF PAYING THE AMOUNT OF 19,980 USDT TO A DIGITAL WALLET ADDRESS WHICH I DO NOT KNOW WHO IT BELONGS TO,

Are you seriously telling me that in order to be paid my earnings I must first deposit that same amount of money ???? Do you think I'm stupid ?? This procedure is a complete scam, they want to steal more money from me, they are apparently scammers, I have proof of the emails they have been sending me, I HOPE FOR A CLARIFICATION OF THE ISSUE, AND IT IS NOT POSSIBLE THAT THEY DO NOT RESPOND TO MY RESPONSE IT HAS ALREADY BEEN 7 DAYS !!!!

I thought they would really help me and that this page was serious, but I am getting a disappointment.

I ATTACH AN IMAGE WHERE THEY ASK ME TO SEND MONEY.

buenas tardes , me estan indicando por correo un procedimiento muy sospechoso que supuestamente ROOBET esta imponiendo para que me devuelvan mis fondos , EL CUAL CONSISTE EN QUE ABONE LA CANTIDAD DE 19,980 USDT A UNA DIRECCION DE UNA BILLETERA DIGITAL LA CUAL NO SE A QUIEN PERTENECE,

en serio me estan diciendo que para que me paguen mis ganancias primero debo depositar esa misma cantidad de dinero ???? creen que soy tonto?? es una estafa completa este procedimiento , me quieren robar mas dinero , , son unos estafadores al parecer , tengo las pruebas de los correos que me han estado enviando, ESPERO UNA ACLARACION DEL TEMA , Y NO ES POSIBLE QUE NO RESPONDAN A MI RESPUESTA YA HAN PASADO 7 DIAS!!!!

pense que realmente me ayudarian y que esta pagina era seria , pero me estoy llevando una decepcion

ADJUNTO UNA IMAGEN DONDE ME SOLICITAN QUE ENVIE UN DINERO.

Please DO NOT communicate with scammers who claim to be from Casino Guru. We NEVER ask our players to send any money to us. Our services are completely free of charge, and we communicate only through official channels. Always double-check the email address from which you receive these messages, as they will differ from the official address I use when reaching out to you here in this thread.

I understand that they were not from casino guru, I almost fell into that trap, they fooled me, they told me that they had contacted the manager of the ROOBET casino and that they would pay me my winnings, then it seemed suspicious to me that ROOBET asked them that the player first pay the amount of 19,980 USD, that seemed like a scam to me... and I was able to realize it in time.

After this other bad experience, I asked CASINO GURU what happened with my case. It's been 7 days since I made my complaint and they haven't given me any response to my case. Has CASINO ROOBET responded to my case? Are they going to pay me my winnings? It's unfair that when I win they don't want to pay me. Don't they have the right to at least take away my own deposit that I earned with my effort? I await your response to my case, please?

entiendo que no eran de casino guru , casi caigo en esa trampa me ilusionaron , me dijeron que se habian comunicado con gerente del casino ROOBET y que me pagarian mis ganancias, despues me parecio sospechoso que ROOBET les pedia que el jugador primero abone la cantidad de 19980 usdt , eso me parecio una estafa.... y pude darme cuenta a tiempo.

Despues de esta otra mala experiencia consulto a CASINO GURU que a sucedido con mi caso , han pasado 7 dias desde que hize mi queja y no me han dado ninguna respuesta a mi caso , EL CASINO ROOBET a respondido a mi caso? me van a pagar mis ganancias? es injusto que cuando gane no me quieran pagar , no tienen el derecho al menos de quitarme mi propio deposito que consegui con mi esfuerzoo.....espero su respuesta de mi caso porfavor

Thank you very much, kevinmanzano700, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

So after 7 days they will evaluate my case?

And all communication is through this means? Or will they communicate with me by email?

I await your responses.

entonces despues de 7 dias recien evaluaran mi caso?

y toda la comunicacion es por este medio? o se comunicaran conmigo por correo?

espero sus respuestas.

Dear kevinmanzano700,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Roobet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Roobet Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Casino Guru,

Roobet hereby acknowledge the receipt of your complaint and present its formal reply to the same.

The player Kevin20039 as registered his Roobet account on the 31st December 2024 and since then has been active on the website and mostly playing live casino games like Baccarat.

It happens that the player has shown signs of suspicious betting pattern that lead to a gameplay review from the game provider that confirmed that the player was doing opposite betting in collusion with other players.

This behaviour constitutes a breach of the clause 8.22 of Roobet Terms of Service where the player warranted that he would "not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or any third parties’ participation in any of the games and/or services on the Website".

Accordingly, Roobet is entitled in the terms of the clause 6.1 and 6.4 of its terms of service to close the customer accounts, freeze the funds and void all bets that were placed by the customer in breach of its terms of service.

If you which us to send the game provider confirmation on the customer activity, please let us know to which e-mail we shall send it.

Best,

Roobet

Good morning, gentlemen of ROOBET casino, you are wrong when you say that my main activity was in the live casino (baccarat).

Since I registered I started only playing sports betting and I only played live casino on the same day my account was blocked, I never played live casino before, TELL THE TRUTH!!! And show my game history.

Now they accuse me of playing in collusion with other players. I request that they explain the purpose for which I would do that, what benefit would I be getting from it?

To understand that this accusation of fraud or collusion is meaningless, I will give an example:

I understand that "opposite bets" are when a user bets on the opposite of another user, but if that happens, that means that since I won my bet, another player has lost his money, since he bet on the opposite of me. So does that make sense? Would a user want to lose his money on purpose? What would be the point of other users losing their money? Everyone plays to win!!

Using that example, what CASINO ROOBET indicates does not make sense since there would be no benefit in doing that intentionally.

As I repeat, if there was any coincidence in the live casino game, it was a coincidence and there was no collusion. Since there is no logic or reasonable reason for it to be done intentionally!

I respectfully request that ROOBET casino share which players or casino users are accused and know if those users have also had their accounts blocked with their funds? This will allow us to investigate further, because as I explained to CASINO GURÚ previously, I am referred by an affiliate who works with you and it seems that there are quite a few affiliates in my city of this affiliate who are generally casino owners, and there may have been a coincidence in the games and that may have lent itself to a misinterpretation of collusion.

I hope CASINO ROOBET understands and reflects on the example I gave to try to make people understand that there would be no reasonable reason why there would have been opposing bets as indicated, because another user would have lost their money, something that no one would do on purpose.

I hope in good faith that CASINO ROOBET will pay me my winnings, or at least my deposit that cost me so much effort to obtain by working. From now on I will not trust playing in casinos and much less deposit money that I use to live.

Buen día Sres de casino ROOBET , están equivocados al decir que mi actividad principal era en el casino en vivo (bacarat).

desde que me registre empecé solo a jugar apuestas deportivas y solo jugué casino en vivo el mismo día que me bloquearon mi cuenta, antes nunca jugaba casino en vivo, DIGAN LA VERDAD!!! Y muestren mi historial de juego.

Ahora me acusan de estar jugando en connivencia con otros jugadores , solicito que expliquen cuál es el fin por el cual haría eso, que provecho estaría obteniendo de ello?

Para entender que esta acusación de fraude o connivencia no tiene sentido pondré un ejemplo :

Entiendo por "apuestas opuestas" que es cuando un usuario apuesta a lo contrario que otro usuario , pero si se da esa figura eso quiere decir que como yo gané mi apuesta , hay otro jugador que ha perdido su dinero, Ya que oposto a lo contrario a mi. Entonces eso tiene sentido? Un usuario va querer perder su dinero a propósito? Que sentido tendría que otros usuarios pierdan su dinero. Todos juegan para ganar!!

poniendo ese ejemplo , lo que CASINO ROOBET indica no tiene sentido ya que no habría algun beneficio al hacer eso de manera intencionada.

como le repito si se dio alguna coincidencia en el juego de casino en vivo fue coincidencia y no hubo connivencia. Ya que no hay una lógica o motivo razonable para que se haga de manera intencionada!

Solicito respetuosamente al casino ROOBET compartan que jugadores o usuarios del casino están acusados y saber si a esos usuarios también se les ha bloqueado sus cuentas con sus fondos? Esto poder investigar más a fondo , porque como expliqué a CASINO GURÚ anteriormente soy referido de un afiliado que trabaja con ustedes y al parecer hay bastantes afiliados en mi ciudad de este afiliado que generalmente son casineros, y puede que haya habido una coincidencia en los juegos y que se haya prestado para una mal interpretación de connivencia.

Espero CASINO ROOBET entienda y reflexione sobre el ejemplo que expuse para tratar de hacer entender que no habría un motivo razonable por el cual hubiera habido apuestas opuestas como indican , porque otro usuario habría perdido su dinero , cosa que nadie haría a propósito.

Espero de buena fe que CASINO ROOBET me pague mis ganancias , o al menos mi depósito que tanto esfuerzo me costó conseguir trabajando , de ahora en adelante no confiaré en jugar en casinos y mucho menos depositar dinero que me sirve para vivir.

Dear Roobet Casino,

Thank you for clarifying the situation. As mentioned, please provide all relevant supporting evidence to substantiate your claims regarding the alleged opposite betting and collusion of the player in question. You may send the documents to my email address at jakub.m@casino.guru.

I appreciate your cooperation.

Dear Casino Guru,

We have sent you an e-mail with the supporting evidence.

Best,

Roobet

Good morning ROOBET casino.

You will not receive my request about which users were involved in the collusion?

If there are more users blocked with their funds due to this problem? And above all, identify what was the trap or benefit that was supposedly obtained in the collusion of the opposing bets, what is the real sense of doing that, based on this it can be indicated that it could have BEEN A COINCIDENCE in the way of playing.

We need to clarify and find a reasonable and logical reason why users could do this, as it is illogical for 2 or more users to do this to lose money, because a player should have lost his money according to ROOBET's logic.

They do not have the MORAL RIGHT to appropriate people's money, the profits with good reason, but practically stealing the user's own money IS NOT ETHICAL, beyond their terms and conditions which are ABUSIVE, the values are something this casino is showing that it does not have.

I hope for your understanding and above all your good faith, I hope you respond to my message.

Buenos días casino ROOBET.

No recibirá mi solicitud sobre qué usuarios son los que estuvieron en la connivencia?

si hay más usuarios bloqueados con sus fondos debido a este problema? Y sobre todo identificar cuál fue la trampa o beneficio que supuestamente se obtuvo en la connivencia de las apuestas opuestas , cuál es el sentido real de hacer eso, basándonos en ello se puede indicar que pudo haber SIDO UNA COINCIDENCIA en la forma de juego.

Necesitamos esclarecer y buscar una razón razonable y lógica de que los usuarios pudieran hacer ello , ya que es ilógico que 2 o más usuarios hagan ello para perder dinero , porque un jugador debió haber perdido su dinero según la lógica de ROOBET.

No tienen el DERECHO MORAL de apropiarse del dinero de las personas , las ganancias con justa razón , pero prácticamente robarle al usuario su propio dinero NO ES ÉTICO , más halla de sus términos y condición las cuales son ABUSIVAS, los valores son algo este casino está demostrando que no los tiene.

espero su comprensión y sobre todo su buena fe , espero respondan a mi mensaje.

Dear Roobet Casino,

Thank you for your message. I have responded with additional inquiries and look forward to your reply.

I appreciate your cooperation.

Hi Casino Guru. We have replied to your email.

Dear Roobet Casino,

Thank you for providing thorough evidence regarding this case.

Dear kevinmanzano700,

After reviewing the evidence submitted by the casino, I must inform you that their claims regarding suspicious betting activities on your account have been substantiated. The evidence clearly indicates signs of collusion with multiple other players, which constitutes a direct violation of the casino's Terms & Conditions. In addition to the irregular betting patterns, multiple other red flags further support these allegations.

As a result, I have no choice but to reject your complaint as unjustified.

For future reference, I strongly advise adhering to the casino's Terms & Conditions and avoiding any actions that could be interpreted as attempts to gain an unfair advantage. I understand this is not the outcome you were hoping for, but the evidence presented is conclusive.

Thank you for your understanding. If you experience any other issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center - we’re always here to assist you.

Best Regards,

Kubo