ROOBET refunded tennis bet AGAINST their own T&C (Resolved + Paid)

[CoffeeSipper64]

So I made a bet today on roobet which is this https://gyazo.com/8cea864935c0f3c476adf9f10beec960

For the ones not familiar with tennis betting , this is a bet on Away Player +1.5 SET HANDICAP , which means that the player that I bet on must win atleast ONE set for me to win.

My player WON the first set 1-6 as you can see here https://www.itftennis.com/en/match/?matchId=ad505091-5ae5-4073-91c3-009a76a4dbb4 (official ITF site) and here https://gyazo.com/aac9c64bac273f92900672bcc67a0cf3 and then the other player retired from the match.

According to their terms and conditions that they informed me of in their livechat support : "This bet was settled correctly as a refund because only one set was played.
2.1. In case of a retirement and walk over of any player all undecided bets will be voided."
My player had ALREADY covered the handicap of winning one set BEFORE the retirement took place so this is NO LONGER an UNDECIDED bet but a very very decided and WON one.
Yet they keep copy pasting me the same text on their live-chat support saying that the sportsbook provider (aka BETBY) has already settled this CORRECTLY according to their their rules.

These casinos are not even following their own TERMS AND CONDITIONS at this point.
According to their own terms this is a WON betslip and not a refund.
I have sent an email already one hour ago but they don't seem cooperative to re-settle this correctly.
Be careful of these casinos all of you out there!

[Lakai01]

[...]
I have sent an email already one hour ago but they don't seem cooperative to re-settle this correctly.
Be careful of these casinos all of you out there!

I can of course understand your frustration and disappointment, but at the same time I can't really help you, because in this case you would have to study Roobet's ToS to see exactly how bets are decided in such cases. However, you are definitely not the first person this has happened to. So if it were a bigger problem where Roobet behaves unfairly, I think you would read about it much more often.

But what I wanted to point out:
You can't expect roobet to get back to you immediately, so you'll have to be patient. Just because you have to wait an hour for an answer doesn't mean that nothing more will come.

In any case, I ll keep my fingers crossed that the case can be resolved in your favor.

[CoffeeSipper64]

[...]
I have sent an email already one hour ago but they don't seem cooperative to re-settle this correctly.
Be careful of these casinos all of you out there!

I can of course understand your frustration and disappointment, but at the same time I can't really help you, because in this case you would have to study Roobet's ToS to see exactly how bets are decided in such cases. However, you are definitely not the first person this has happened to. So if it were a bigger problem where Roobet behaves unfairly, I think you would read about it much more often.

But what I wanted to point out:
You can't expect roobet to get back to you immediately, so you'll have to be patient. Just because you have to wait an hour for an answer doesn't mean that nothing more will come.

In any case, I ll keep my fingers crossed that the case can be resolved in your favor.

According to their terms and conditions regarding retirement of a tennis player:
"2.1. In case of a retirement and walk over of any player all undecided bets will be voided."
"2.7. If a player retires all undecided markets are considered void."

My bet was a clearly already won (aka decided) market so according to their own terms and conditions they are obliged to count this bet as a winner ,yet they keep refusing to pay.

I will wait for an email answer from them, but I want to point out how these casinos operate in regular basis not even following their own T&C.

Thank you for your reply regardless.

[KillerEyez]

I have sent an email already one hour ago but they don't seem cooperative to re-settle this correctly.
Be careful of these casinos all of you out there!

You did the right thing by emailing support, but if they're slow to respond, I’d recommend also reaching out via live chat (if available) or tagging them on social media. That often gets faster attention.

[CoffeeSipper64]

I have sent an email already one hour ago but they don't seem cooperative to re-settle this correctly.
Be careful of these casinos all of you out there!

You did the right thing by emailing support, but if they're slow to respond, I’d recommend also reaching out via live chat (if available) or tagging them on social media. That often gets faster attention.

Thank you for your response.

I did already contacted their livechat and they told me that the settling stands as "2.1. In case of a retirement and walk over of any player all undecided bets will be voided."
I am trying to explain to them that my bet was an already DECIDED market but they don't appear to understand or want to understand it.
The first set was completed ,the player that I bet on to win atleast one set already won the first set , then retirement took place but my bet was already a decided win.
It's a very obvious thing but the point is that either they don't follow their t&cs or they want to selectively follow them only when it suits them.

[bitbollo]

I had in the past a similar issue. See below my experience... not sure it could helps in some way.

In tennis, all TOS consider matches decided when all sets (or in some cases 2 sets) have been played.
In this case they have not finished the match... even if there is an handicap the final result is not "final-confirmed".

I know it can sounds strange, but in a similar scenario I get a reimbursement (it was like a fixed score 2-0).
Even if the players has lost the first set they refunded the whole bet.

[CoffeeSipper64]

I had in the past a similar issue. See below my experience... not sure it could helps in some way.

In tennis, all TOS consider matches decided when all sets (or in some cases 2 sets) have been played.
In this case they have not finished the match... even if there is an handicap the final result is not "final-confirmed".

I know it can sounds strange, but in a similar scenario I get a reimbursement (it was like a fixed score 2-0).
Even if the players has lost the first set they refunded the whole bet.

But this is not what their T&C state.
They must grade all bets based on their terms and conditions.
On there they mention that all UNDECIDED bets will get voided.Thus the ones that have already won should be paid.

[AHOYBRAUSE]

I had in the past a similar issue. See below my experience... not sure it could helps in some way.

In tennis, all TOS consider matches decided when all sets (or in some cases 2 sets) have been played.
In this case they have not finished the match... even if there is an handicap the final result is not "final-confirmed".

I know it can sounds strange, but in a similar scenario I get a reimbursement (it was like a fixed score 2-0).
Even if the players has lost the first set they refunded the whole bet.

But this is not what their T&C state.
They must grade all bets based on their terms and conditions.
On there they mention that all UNDECIDED bets will get voided.Thus the ones that have already won should be paid.

Exactly. The bet should be marked as decided since the result he bet on already won, plain and simple. If he bet on player A over 5.5 games this would also be a decided bet for example.
It's a clear case here, his bet won since no other result is possible -> definition of a decided bet.
Hope you will get your money since no other outcome should be acceptable!

[Fivestar4everMVP]

{......}
These casinos are not even following their own TERMS AND CONDITIONS at this point.
According to their own terms this is a WON betslip and not a refund.
I have sent an email already one hour ago but they don't seem cooperative to re-settle this correctly.
Be careful of these casinos all of you out there!

Hmmm, well, shit happens and I guess you have choice but to take your money and move on, Roobet to my understanding is still one of the most reputable casinos around, they couldn't have made a mistake like not settling your bet correctly, I guess there is a possible mix up something and it definitely will likely be that you read the terms and conditions of the casino as regard this game but you misunderstood a part or two.

But on the other hand, is there a possibility that the sportsbook/provider's terms and conditions could be different from Roobet own? If this is possible, and they are the ones in charge of deciding the final status of your betslip, this means that Roobet only acted as middle men and you can't blame them (Roobet) completely for how the bet slip turned out when it's wasn't in their place to decide.

[CoffeeSipper64]

{......}
These casinos are not even following their own TERMS AND CONDITIONS at this point.
According to their own terms this is a WON betslip and not a refund.
I have sent an email already one hour ago but they don't seem cooperative to re-settle this correctly.
Be careful of these casinos all of you out there!

Hmmm, well, shit happens and I guess you have choice but to take your money and move on, Roobet to my understanding is still one of the most reputable casinos around, they couldn't have made a mistake like not settling your bet correctly, I guess there is a possible mix up something and it definitely will likely be that you read the terms and conditions of the casino as regard this game but you misunderstood a part or two.

But on the other hand, is there a possibility that the sportsbook/provider's terms and conditions could be different from Roobet own? If this is possible, and they are the ones in charge of deciding the final status of your betslip, this means that Roobet only acted as middle men and you can't blame them (Roobet) completely for how the bet slip turned out when it's wasn't in their place to decide.

I don't know the sportsbook provider's terms and conditions since they are not written anywhere.

Roobet has a section on their Terms and Conditions called "Sportbook Rules" and ALL betslips should be settled according to these sentences that are stated in that section.
This being said , it's extremely clear that this betslip should be considered a WIN since it was a DECIDED market when the retirement took place.
Since they keep my winnings (it was less than 200usd these winnings even) , then what can be understood is that they only SELECTIVELY act in accordance to their terms and this is called...well a bit  scammy.

[Wapfika]

You have the case here since your bet is already won regardless of the outcome for the remaining match since there’s only 3 set for tennis.

I think there’s a similar issue here before but the other case is already on losing bet when the match is cancelled. The sportsbook still mark the bet as lose despite the player doesn’t continue to finish the set.

Their ToS clearly stated unsettled bet which is the tricky part because they can interpret it as their personal unsettled bet which is the bet that is still not settled by them and not by the actual result.

[CoffeeSipper64]

You have the case here since your bet is already won regardless of the outcome for the remaining match since there’s only 3 set for tennis.

I think there’s a similar issue here before but the other case is already on losing bet when the match is cancelled. The sportsbook still mark the bet as lose despite the player doesn’t continue to finish the set.

Their ToS clearly stated unsettled bet which is the tricky part because they can interpret it as their personal unsettled bet which is the bet that is still not settled by them and not by the actual result.

So the lost bet remains as lost and the won bet gets turned into void solely based solely on their judgement and them not following even their own T&Cs?

and this is how "reputable" casinos operate?

[Fivestar4everMVP]

{......}
These casinos are not even following their own TERMS AND CONDITIONS at this point.
According to their own terms this is a WON betslip and not a refund.
I have sent an email already one hour ago but they don't seem cooperative to re-settle this correctly.
Be careful of these casinos all of you out there!

Hmmm, well, shit happens and I guess you have choice but to take your money and move on, Roobet to my understanding is still one of the most reputable casinos around, they couldn't have made a mistake like not settling your bet correctly, I guess there is a possible mix up something and it definitely will likely be that you read the terms and conditions of the casino as regard this game but you misunderstood a part or two.

But on the other hand, is there a possibility that the sportsbook/provider's terms and conditions could be different from Roobet own? If this is possible, and they are the ones in charge of deciding the final status of your betslip, this means that Roobet only acted as middle men and you can't blame them (Roobet) completely for how the bet slip turned out when it's wasn't in their place to decide.

I don't know the sportsbook provider's terms and conditions since they are not written anywhere.

Roobet has a section on their Terms and Conditions called "Sportbook Rules" and ALL betslips should be settled according to these sentences that are stated in that section.
This being said , it's extremely clear that this betslip should be considered a WIN since it was a DECIDED market when the retirement took place.
Since they keep my winnings (it was less than 200usd these winnings even) , then what can be understood is that they only SELECTIVELY act in accordance to their terms and this is called...well a bit  scammy.

Well, you definitely have a case to be honest, I was actually trying to maybe see things from another angle, but if I am to be honest based on your explanation of the situation or what happened and the evidence your shared, you sure do have a case and if the casino will still insisted that your betslip was a really a loss, then they need to come forward and explain how.

What I did advice is that you create a scam accusations against the casino in the right board(scam and accusation board) and let the DTs in the forum take it up from there, just make sure to follow the right process and remember that providing evidence or proof to every claim is very important.

So it's up to you now, either to simply let go and move on like nothing happened since you didn't lose money (I mean your initial fund used for betting) or take up the matter If you really feel cheated on.

[CoffeeSipper64]

I also thought of posting this in the "Scam accusation" sub-thread but then decided not to since it's quite a different case than the rest than are being posted there.
The "gambling" section appeared more appropriate to me.

I also received an email response from Roobet that is complete nonsense and in absolute NO accordance to their T&C.
"I am seeing in your bet slip screenshot, this bet was voided and you were refunded the initial stake.



However, as far as your bet market, your bet was on 1.5+, in which case, to have this be a winning bet, it would need to be 2 to cover 1.5 spread/handicap.

Best Regards,
The Roobet Team"

Meanwhile in their terms its clearly stated that : "2.1. In case of a retirement and walk over of any player all undecided bets will be voided."
They keep "forgetting" to pay attention to this <<undecided>>  term and thus , they keep my bet as a refund.
They are willingly disregarding the fact that my market has WON already regardless if there was a retirement later on or not since at the very least in ALL tennis matches atleast 2sets are being played.
In their email ,it feels as if they were not sure if there would be 2 sets in the match so the +1.5 SET HANDICAP is not a guaranteed win after the player won the first set of the match already.

Logic has exited the room with these guys that only SELECTIVELY act according to their T&Cs whenever they feel like it and the player feels completely unprotected...

[CoffeeSipper64]

They settled the bet today correctly , returning me my winnings around 1hour ago.

If anyone helped me somehow ,I thank you.

[dimonstration]

They settled the bet today correctly , returning me my winnings around 1hour ago.

If anyone helped me somehow ,I thank you.

You should update the title as resolved and lock the thread to avoid potential spam. This way, you can help Roobet to clear their name since they fix their decision by paying you the right bet.

Sometimes, Live Support can’t give a help regarding technical matter since it’s easy for them to point out their ToS rather than to solve the issue with consideration.

Probably, Roobet representative see this thread of yours.

[Haunebu]

They settled the bet today correctly , returning me my winnings around 1hour ago.

If anyone helped me somehow ,I thank you.

Good to hear. I didn't really expect this result after hearing about bitbollo's experience and the fact that sites usually don't reverse their decisions quickly in these kinds of cases(Speaking from experience).

Probably, Roobet representative see this thread of yours.

I doubt that since their team isn't really active anymore in the forum these days based on what I observed.

[CoffeeSipper64]

They settled the bet today correctly , returning me my winnings around 1hour ago.

If anyone helped me somehow ,I thank you.

You should update the title as resolved and lock the thread to avoid potential spam. This way, you can help Roobet to clear their name since they fix their decision by paying you the right bet.

Sometimes, Live Support can’t give a help regarding technical matter since it’s easy for them to point out their ToS rather than to solve the issue with consideration.

Probably, Roobet representative see this thread of yours.

Good suggestion