Roobet Casino - Os ganhos do jogador foram confiscados devido ao atraso no encerramento da conta.

Dear CasinoGuru Team,

I am writing to file a formal complaint against the online casino Roobet, due to serious negligence and failure to act in a timely manner, which led to the loss of my €27,000 in legitimate winnings.

On 4th may at approximately 3:30 AM (Finland time), I contacted Roobet’s support via both live chat and email, urgently requesting that my account be immediately closed to prevent further gambling. In live chat, a support agent acknowledged my request and told me my account would be closed right away. I also have email communications confirming that they would close the account immediately.

However, despite these assurances, over an hour passed before any action was taken, during which I lost the entire €27,000 I had won after hitting a max win. Only after my balance reached zero did they finally close my account.

To make matters worse, after the incident, Roobet locked me out of my account and did not provide chat transcripts or email records. This lack of transparency is concerning, but I do have emails where they confirmed they would close the account immediately, which I can provide as evidence of their negligence and failure to act.

I have wagered millions on Roobet, and this €27,000 was honestly earned. I am not seeking sympathy, but rather fairness. I respectfully ask for your assistance in recovering these funds and ensuring that Roobet takes responsibility for their failure to follow through on their promises.

I am prepared to share the relevant email records as proof that I followed the proper channels and was misled by their support team. Additionally, I would appreciate your support in bringing this matter to Roobet’s attention.

Sincerely,

Dear rmeshki870,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roobet Casino.

Please note that we consider it acceptable if the casino didn't proceed immediately to your request for account closure.

If you find yourself in a situation where you can't control your gambling, I would recommend you contact the casino and express your concerns clearly to casino support by mentioning your gambling problems, struggle to control your gambling, or addiction.

Please understand that even if the casino doesn't act immediately, but within a reasonable time, we would consider the approach of the casino acceptable.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any withdrawable balance on your player's account?
• Have you received a confirmation from the casino regarding the account closure? Would you be able to forward it to my email at tomas@casino.guru?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Tomas,

Thank you for your reply. I have already sent all the relevant emails showing that I requested the account closure. Despite my urgent request, my account was not locked until two full hours later — and exactly at the moment my balance hit zero, it was suddenly locked.

It was not done "within a few minutes" as claimed. It happened immediately after I had lost everything.

Additionally, there is still a few thousand left in my vault, and I was also eligible for daily, weekly, and monthly bonuses — which could have been of significant value. None of this has been acknowledged or addressed.

Please take this into account as you review the complaint. I appreciate your time and attention.

Kind regards,

Dear Tomas,

Thank you again for your assistance.

Roobet has responded to my complaint, but they now claim that my account was locked at a certain time — a claim that I can prove is incorrect.

I have clear evidence from the blockchain, including exact timestamps, showing that funds were transferred to my Roobet account after the time they claim to have locked it. This is verifiable and public information that shows my account was still receiving deposits, even after my request for immediate closure.

These inconsistencies in their timeline are concerning, and I believe they demonstrate a failure to act responsibly after I requested help.

I will send this evidence to your email shortly, including the blockchain timestamps that clearly show deposits were made after the time Roobet claims my account was locked.

Please let me know how I can best submit this evidence to support the ongoing investigation.

Best regards,

R. Meshki

Thanks for the detailed explanation of the issue.

We believe that if you inform the casino about having gambling problems, the casino should protect you from further play in a reasonable time.

The time during which the casino blocked you, we believe, is a reasonable time to react with player protection measures.

We can't ask the casino to credit you with nonwithdrawable rewards to a closed account.

• Did the casino refund any unspent balance to you?
• Did the casino specify how much is left on your account, and what are you eligible for?

Please let me know.

Dear rmeshki870,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru