Roobet Casino - Las funciones de la cuenta del jugador están restringidas.

Withdrawal and live casino functions are disabled on my account. They said account was under review since 26th Feb but still no update.

Dear Kingweep,

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 have you been a player in the casino?
• 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?
• Have you contacted support and asked for an explanation? What response have you received?

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 player since 13th February. I noticed I was blocked when I tried to withdraw my funds and it randomly said that the function was disabled. I didn't receive any notice before this happened. I accumulated my funds through Dice and live casino. I didn't use a bonus to help me get these funds. I firstly contacted Roobet when I first noticed the restriction. They said they would forward it onto the team and then said my account was under security checks/review and they would get back to me when it is completed. Then I contacted them again on the 28th Feb, and then 12th March and they gave the same responses but still haven't gave me any update yet.

Thanks for the detailed explanation.

• Have you been asked to submit any documents for verification?
• Do I understand correctly that you deposited using Litecoin?
• Could you please share with me your communication with casino support regarding the investigation of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

I apologize for the inconvenience.

I already completed Level 4 of KYC before depositing on my account. I was not asked for any documents since. Deposits were made with Litecoin.

I have now received an update from Roobet and withdrawals were re-enabled on my account however live casino access remains restricted. I would still like to dispute their final decision on this since I would enjoy continuing playing on this site if I could play live casino.

Dear Kingweep,

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. If the casino doesn't withhold your payout, there is nothing else we can ask the casino to do.

• Please let me know whether the casino allowed you to withdraw all funds.

Thank you in advance for your reply and understanding.

The casino has allowed me to withdraw all funds.

Dear Kingweep,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru