Roobet Casino - Los fondos del jugador han sido confiscados.

I made two deposits into my account, totaling $525. After placing bets, I wanted to withdraw $521. I was asked to complete the second level of verification, which I successfully completed. Yes, it's important to note that I didn't successfully withdraw any funds! After that, my balance was simply canceled! Considering that I have every right to at least a refund of my deposits, I ask for your help in resolving this matter, as I consider this unfair, as it appears the money I deposited onto the platform was stolen from me.

Внес два депозита на счет аккаунта, в сумме 525 долларов, после того как совершил ставки, захотел сделать вывод средств 521 доллара, в результате меня попросили пройти второй уровень верификации, что я успешно сделал. Да, важный момент, мной не было успешно совершено ни одного вывода! После чего мне просто аннулировали баланс! Учитывая то, что я имею полное право на возврат хотя бы своих депозитов. Прошу Вас помочь в урегулировании данного вопроса, посколько считаю это не справедливым, так как получается у меня просто украли деньги, которые я завел на платформу.

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Hello,

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 clarify whether you submitted any documents for the third level of verification, or if your account was blocked immediately after you provided documents for the second level?
• What types of games did you play at this casino (slots, live casino games, or sports betting)?
• Which payment method did you use to deposit money into this casino?
• Have you contacted the casino’s customer support to ask for the reason your account was blocked?

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 provided documents for the 2nd stage, after which my account was simply blocked and the funds were written off. For a licensed casino, it somehow smells like scammers.

Я предоставил документы на 2ой этап, после чего мой аккаунт просто заблокировали и списали средства, для лицензированного казино, как то попахивает мошенниками

Please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support regarding the verification process and the subsequent closure of your account. You may send the information to my email address: veronika.f@casino.guru.

Thank you very much for your patience and cooperation.

Sent

Отправил

Thank you for your email. Since the voided winnings came solely from sports betting and your account was blocked for sports betting only, we won't be able to pursue your complaint any further. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Kind regards

Veronika