Roobet Casino - O jogador experimentou uma falha técnica.

For dates last summer I was playing on the Roobet website. With a starting deposit of just over € 600, go up to 16k. Where I made several withdrawals and deposits in between. There came a time where I started to make $ 3000 plays in the Crash game, until at one point the web made me without me giving him a $ 3000 play without options at closing, which was lost. I did not realize it at the time because since I played large amounts I did not miss the money. After a few days I made another $ 3000 play and closed at x2, because due to a failure in the web it did not close and I lost that money. In the end I ended up with the account at $ 0 and all because of the failures of the web. I contacted the support and they laughed in my face. They blocked the account and accused me of gambling, when the problem had been with their system and the malfunction of the web.

Para fechas del verano pasado estuve jugando en la web de Roobet. Con un depósito iniciar de poco más de 600€ llegue hasta subir a 16k. Donde realicé varias retiradas y depósitos entre medias. Llegó un momento donde empecé a hacer jugadas de 3000$ en el juego Crash, hasta que en un momento la web me realizó sin yo darle una jugada de 3000$ sin opciones a cierre la cual se perdió esa cantidad. No me di cuenta al momento porque como jugaba cantidades grandes no eché en falta el dinero. Posteriormente a los días hice otra jugada de 3000$ y cerré en x2, pues por un fallo en la web no se cerró y perdí ese dinero. Al final acabe con la cuenta en 0$ y todo por culpa de los fallos de la web. Me puse en contacto con el soporte y se rieron en mi cara. Bloquearon la cuenta y me acusaron de ludopatía, cuando el problema lo habían tenido ellos con su sistema y el mal funcionamiento de la web.

Dear Juan Antonio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots videos, ideally your game history along with any relevant communication to petronela.k@casino.guru?

Lastly, could you please confirm that the claimed amount of 30 ETH is correct?

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

Best regards,

Petronela

Please understand, that it is very difficult for us to proceed with this case without supporting evidence. We would like to help you, but it’s impossible for us at this time.

Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime. 

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

This is the only thing I have, my account was blocked so I could not have access to it and not be able to report them. I cannot access the history. If they unlocked the account, I could see those plays.

Esto es lo único que tengo, mi cuenta la bloquearon para no poder tener acceso a ella y no poder denunciarlos. Me es imposible tener acceso al historial. Si desbloquearan la cuenta podría ver esas jugadas.

Dear Juan Antonio,

Could you please advise if you have ever requested a self-exclusion or made any remark regarding gambling problem when communicating with this casino? Thank you in advance for your reply.

I only claimed my money after the ruling, and they sent me that message. They made that up to rip me off. I never made reference to problems with the game.

Solo reclamé mi dinero tras el fallo, y ellos me mandaron ese mensaje. Se inventaron eso para estafarme. Nunca hice referencia a problemas con el juego.

Was there any active balance at the time of your account closure? Could you please confirm that the claimed amount of 30 ETH is correct?

Because of his failures the account was left at zero. The 30 ETH is the amount that I deposit, this being less than what I would have earned without the errors of the web.

Por culpa de sus fallos se quedó la cuenta a cero. Los 30 ETH es la cantidad que deposite yo, siendo esto menos de lo que habría ganado sin los errores de la web.

Was there any active balance at the time of your account closure?

I don't remember it was in the summer, but I should have had $ 6000 at least, if the web hadn't scammed me.

No lo recuerdo fue en verano, pero debería de haber tenido 6000$ al menos, si no me hubiera estafado la web.

Please understand, that without any supporting evidence we can’t proceed with this case further as it would be close to impossible to confront the casino.

Please, if you come across any kind of proof, do not hesitate to contact me and we can reopen this complaint anytime. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

I get it, too bad on my part. The only thing that could be done is to try to recover my account and from there I could send all the other evidence.

Lo entiendo, mala suerte por mi parte. Lo único que se podría hacer es intentar recuperar mi cuenta y a partir de ahí ya podría enviar todas las demás evidencias.

With all due respect, dear Juan Antonio, even if your account were reopened again, I don’t believe we could recover any relevant proof from there. As you mentioned earlier "After a few days I made another $ 3000 play and closed at x2, because due to a failure in the web it did not close and I lost that money."

If you come across any supporting evidence, such as screenshots or videos, we can reopen this complaint anytime. Unfortunately, I am forced to reject it at this time. I’m truly sorry we couldn’t help you to resolve this issue. Thank you in advance for your understanding.