Roobet Casino - Las ganancias del jugador no son reconocidas.

On Thursday, 12/19/2024, I was playing various games, but my favorite is always Crazy Time.

This is what happened: I placed a bet in USDT with 50 chips on Pachinko and 40 chips on the number 5 (Total 90 USD). The bet was recorded with the ID 6764934d2732421832d01ffa.

The game starts and Oh, a x50 Multiplier on Pachinko! HAPPINESS AND EXCITEMENT! As any bettor would feel, but I needed it to hit... and guess what, Pachinko came up! The excitement was overwhelming; I just had to see what the multiplier would be, which was the most anticipated moment and was what led to DISAPPOINTMENT🙁. When the bonus was revealed, my bet WAS NOT on the ticket, and all my excitement turned to despair...

What can I do? I hoped it would settle somehow, maybe I’d get paid, and it was just a visual glitch... unfortunately, no, the bonus completed, and I had my 50 in the balance with 0 winnings.

Now what can I do?!

I have to confess that for a moment, naively, I thought I would receive a favorable resolution, so I was calm.

But a company will NEVER acknowledge or pay prizes if it can avoid it.

My next decision was to contact Roobet's support and explain the whole situation.

The first response was surprising... "We apologize, but you need to file your complaint with the game provider"

First conclusion...

Casinos, in this case, Roobet, outsource games to third parties, meaning they are clients of that provider, and we end up in a PLAYER -> CASINO (ROOBET) -> PROVIDER scheme.

I spent about 3 hours trying to contact the provider, and the only response was "Sorry, the chat session has ended..." I would have to start another chat and try again.

When I explained this situation to Roobet, their response was, "Okay, we will contact them for you" (Thanks, it would have saved me 3 hours).

"WE WILL PROVIDE YOU WITH A RESPONSE IN 24/48 HOURS"

My hope at this point was 20% positive and 80% negative, because...

Roobet is a client of the game provider, meaning for a favorable resolution, the provider would have to acknowledge/accept that they made an error of any kind and would most likely bear the cost of the failure. EASY! But this is never going to happen...

And the final response... WE'RE VERY SORRY! The provider told us there was no fault on their side, so there's nothing more we can do.

And yes, it was the response anyone would have expected.

Second conclusion...

This is more personal and just an opinion

I've been a customer of the casino for almost 2 years (since 05/23/2022), and to be honest, I was a satisfied customer with all the service, deposits, withdrawals, games, and more... My account has nearly 80,000 dollars wagered and 1700 bets. What did I lose? The potential prize? And yes, that money was never really mine, so I suffered for a moment, but no, there's NO more hope, there's NO more trust. That little moment of a bettor, when after searching and waiting for so long IT'S THEIR TURN! Or almost..., has gone or was stolen, we will never know...

El día jueves 19/12/2024 estuve jugando diferentes juegos, pero siempre mi favorito Crazy Time

Sucede lo siguiente, se realiza una apuesta en USDT con 50 fichas a Pachinko y 40 fichas al numero 5 (Total 90 USD) dicha apuesta quedó registrada con el ID 6764934d2732421832d01ffa.

Empieza el juego y !Oh, Multiplicador x50 a Pachinko! ¡FELICIDAD Y EMOCION! como sentiría todo apostador, pero faltaba que acierte... y que creen ¡Salió Pachinko! la emoción ya era total solo quedaba ver cual sería el multiplicador por lo que ese momento era el mas esperado y el que desató la DESILUCIÓN🙁. Al abrirse el bonus mi apuesta NO ESTABA en el ticket y toda mi emoción se convirtió en desesperación...

¿Qué puedo hacer? espero que tire, quizás me paga y solo era un problema visual... lamentablemente no, el bonus se completo y yo tenia mis 50 en el balance con ganancias 0.

Ahora si, ¡¿QUE PUEDO HACER?!

Debo confesar que por un momento de ingenuidad pensé que iba a recibir una resolución favorable, por lo que estaba tranquilo.

Pero una empresa JAMAS te va a reconocer o pagar premios si lo puede evitar.

Mi siguiente decisión, me comunico con el soporte de Roobet y les comento toda esta situación.

Primera respuesta y sorpresa... "Disculpe, el reclamo lo debe hacer al proveedor del juego"

Primera conclusión...

Los casinos, en este caso Roobet contratan los juegos a terceros, es decir son clientes de ese proveedor y nosotros terminamos en un esquema JUGADOR -> CASINO (ROOBET) -> PROVEEDOR

Estuve 3 horas aproximadamente intentando contactar al proveedor y la respuesta solo era "Disculpe el tiempo de chat a finalizado..." Tocaba abrir otro chat e intentar otra vez.

Al comentarle esta situación a Roobet la respuesta fue, esta bien lo contactaremos nosotros por usted (Gracias, me hubieran ahorrado 3 horas)

"LE DAREMOS UNA RESPUESTA EN 24/48 HORAS"

Mi esperanza en este punto era un 20% a favor y 80% en contra, porque...

Roobet es cliente del proveedor del juego, es decir para tener una resolución favorable es el proveedor el que debe indicar/aceptar que tuvo un error de cualquier tipo y muy probable hacerse cargo del costo de la falla. ¡FACIL! Pero esto nunca va a pasar...

Y la respuesta final... ¡LO SENTIMOS MUCHO! el proveedor nos indica que no hubo ningún fallo de su lado, por ende no podemos hacer mas del nuestro.

Y si, era la respuesta que cualquier persona hubiera esperado.

Segunda conclusión...

Esta ya es personal, y mas una apreciación

Soy cliente del casino desde hace casi 2 años (23/05/2022) y la verdad era un cliente satisfecho con todo el servicio, deposito, retiro, juegos y demas... Mi cuenta tiene casi 80.000 dolares jugados y 1700 apuestas. ¿Qué perdí? ¿El posible premio? y la verdad que es dinero que nunca estuvo en mis manos así que por ese lado lo sufrí un momento pero no, ya NO hay ilusión, ya NO hay confianza, ese pequeño momento de un apostador que después de tanto buscarlo y esperar ¡LE TOCA! o bueno casi... se fue o fue robado, nunca lo sabremos...

Dear rgutierrez94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please forward your game history in Excel format with the exact time of the incident to dominika.l@casino.guru? Please request your game history in Excel format from the casino.

Could you please share your communication with the casino?

Have you managed to contact the game provider?

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dominika, good day

Could you please send me your game history in Excel format with the exact time of the incident to dominika.l@casino.guru ?

SENT

The bet marked in GREEN is the one in question.

Could you share your communication with the casino?

I'll attach it to your email in .txt format dominika.l@casino.guru

Have you managed to contact the game provider?

I was only able to contact Roobet, as I mentioned in the details of what happened, the third party (the provider) never responded to me.

The request was sent from my email r***********@outlook.com.ar with the subject Roobet - r***********

Dominika, buen día

¿Podrías enviarme tu historial de juego en formato Excel con la hora exacta del incidente a dominika.l@casino.guru ?

ENVIADO

La apuesta que te marque en color VERDE es la reclamada en cuestión.

¿Podrías compartir tu comunicación con el casino?

Te la adjunto en formato .txt al correo dominika.l@casino.guru

¿Has conseguido contactar con el proveedor del juego?

Solo me pude contactar con Roobet, como comenté en el detalle de lo sucedido el tercero (El proveedor) nunca me respondió.

Lo solicitado fue enviado desde mi correo r***********@outlook.com.ar con el asunto Roobet - r***********

Dear rgutierrez94, I have reviewed the Excel document you provided. Do I understand correctly that the multiplier is not shown in the game history?

Dominika, that's correct.

In the excel you can only see data about the bet placed. Perhaps because the results are managed by the provider and not Roobet.

I'll send you an email the image they sent me via chat with that detail.

It can be seen that the provider indicates that the 50 USD token bet on Pachinko was not taken.

Dominika, es correcto.

En el excel solo se ven datos datos de la apuesta realizada. Quizás porque los resultados los maneja el proveedor y no Roobet.

Te envío al correo dominika.l@casino.guru la imagen que me pasaron ellos por el chat con ese detalle.

En la misma se observa como el proveedor indica que la apuesta 50 fichas USD a Pachinko no fue tomada.

Dear rgutierrez94, unfortunately, after reviewing your case, it appears that while you intended to place a bet of 50 chips on Pachinko, the game provider has indicated that this bet was not successfully registered. This might be due to a technical error or a late bet placement. However, since the system did not deduct the amount from your balance, it suggests that the bet was never officially placed.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.