Roobet deducted 2260$ from winnings without any explanation -RESOLVED

[nutildah]

And just another little update. I was told about 30 hours ago they would need up to 24 hours to give me a detailed explanation as to why they took my 2200.  That still has not happened. So I am on 11 days now since the frozen withdrawal with zero information about what actually happened.  For one of the supposed industry leaders to treat a customer like this cannot be justified.

Just a suggestion: I would be a little more forgiving in terms of time frames. Its still the weekend for most of the world, or Monday morning. If they don't respond in the next 48 hours from now then yes that would be concerning. Also, it doesn't help your case to be demanding or strong-worded. You will push them into a corner and make them more defensive than is necessary. Perhaps they are waiting for information to come back from a game provider or something.

[alani123]

It happens all the time. Plus whenever something like this happens it would be evolution reaching out to the casino telling them "Something went wrong here, you need to adjust their balance" - never the other way around.

Fair enough.

I'd go on to say based on your experience that it's not unlikely then for Roobet to have been alerted by evolution for providing them with a wrong bet multiplier.
Why then did Roobet take so long to point the wrong payout(s) to OP?

OP supplied proof that an explanation wasn't immediately provided to him through communication with the casino.
This is what irks me the most. If the casino had the info on the wrong payout they should have provided all the clarity they could to OP.

If there's more to the story the casino are free to post here and clarify.
If OP is lying by omission it should be easy to prove from Roobet's side by providing some screenshots and an explanation.

[Hhampuz]

It happens all the time. Plus whenever something like this happens it would be evolution reaching out to the casino telling them "Something went wrong here, you need to adjust their balance" - never the other way around.

Fair enough.

I'd go on to say based on your experience that it's not unlikely then for Roobet to have been alerted by evolution for providing them with a wrong bet multiplier.
Why then did Roobet take so long to point the wrong payout(s) to OP?

OP supplied proof that an explanation wasn't immediately provided to him through communication with the casino.
This is what irks me the most. If the casino had the info on the wrong payout they should have provided all the clarity they could to OP.

If there's more to the story the casino are free to post here and clarify.
If OP is lying by omission it should be easy to prove from Roobet's side by providing some screenshots and an explanation.

Chain of custody is simple:

1. Player is playing, winning, attempts to withdraw.
2. Evolution notifies casino "Hey something is wrong here we need to investigate".
3. Investigation underway, support (especially live chat) do not and can not have all the info readily available, since the investigation is underway.
4. Investigation concludes and result is revealed, players balance is updated.
5. Investigation is condensed into bullet points which can be shared with player.

This is not something that takes 5minutes, it is multiple departments, back and forth communication between provider, their various teams, the casino and their various teams and it just is what it is.

I am yet to see a provider, especially one like Evolution, come out of something like this while being wrong.

[ptaylor78]

"Looking at the Craps history, are these two bet payouts possible under normal craps odds?

$445 bet → $421.66. On a $445 bet, valid profits should be 518.83 (6/8 at 7:6), 623 (5/9 at 7:5), or 801 (4/10 at 9:5). A profit of 421.66 isn’t a valid outcome.

$400 bet → $580. Valid profits would be 466.67, 560, or 720. 580 doesn’t match any standard craps payout."


I occasionally bet on some one roll outcomes (usually a horn bet, sometimes C/E). I dont know if those smaller bets impacted the posted payout on those or not.  Its actually pretty rare I do a one roll bet. Maybe once per 10 rolls if that. So Im not sure.  I sometimes press in weird increments because a computer is tabulating the payout, as opposed to the etiquitte I would show a dealer at a brick and mortar casino lol.


And just another little update. I was told about 30 hours ago they would need up to 24 hours to give me a detailed explanation as to why they took my 2200.  That still has not happened. So I am on 11 days now since the frozen withdrawal with zero information about what actually happened.  For one of the supposed industry leaders to treat a customer like this cannot be justified.

Like many online casinos, does Roobet maintain its own bet history separate from Evolution’s game history? If so, does Roobet’s version reflect the $2,260 adjustment?

[holydarkness]

Hi, coming here from a summon.

Unfortunately, I can't offer much help for cases against Roobet. On our last communications with them to bridging disputes against them and some players, thr representative who replied to my email informed me that players should make inquiries by themselves to Roobet and they're not going to discuss matters with third party.

Do you know if they are active here ? was any recent case replied to by them at all ? i tried searching but couldnt find proper thread

Far as I know, no, they are not quite active here, and I don't have their staffs on my direct contact. All of my previous attempt to bridge a case against Roobet were through emails, and discussion got quite smooth [although slightly delayed instead of interactive and direct] before they finally and rather suddenly close their door and inform me that they will only communicate with the player disputing them. Still not sure up to this second, nor has any brain power to care why, lol.

[...]
@Holydarkness  I respect the fact you cant get involved. Im not begging anyone to intervene on my behalf. From what I have been told, you are one of the main guys on here who advocate for gamblers who have been wronged so clearly you are a respected guy and also have a lot of experience with this type of thing. So I am just curious to know your opinion on the my situation.   8 days withdrawal frozen.  The only information I got during that time was that it was all part of a "routine review process". That was the term they used every day. They told me nothing more.  Finally after 8 days they deduct 10,500 from my account and credit my balance with about 8300 dollars.  They gave me no details as to why they did that other than to say my account had been "improperly credited".  I just dont understand why any book would think its okay to treat people like that. They gave me no apology. No sorry for the mixup. Just steal 2200 from me and chalk it up to "improper credits".  How is that okay?

Umm... I got and read your post yesterday, but I was quite swamped with attempting to catch up with my list [procrastination is a bitch] and ended up rather mind-numbed when I managed to cross all the entries in my notebook and poured them to my thread.

I'll level with you that I haven't read this thread that's rather full of wall of text. This is morning, and I am with my coffee. If you dont mind, I'll return to you with my opinion, later after my brain started to wake and work and I can thoroughly digest what happened, or very much later when I am home after I tackle IRL things.

[OldHickory]

"Hello OldHickory,
First, I'd like to apologize for the mistake and the inconvenience caused.
We deducted an incorrect amount from your account, which has been promptly re-added and is available in your SOL balance.
Thank you for your patience, and I hope you continue to enjoy our games here at Roobet.
Sebastian • 54m ago
Help Sebastian understand how they’re doing:
Fin • 54m ago"



Well I called Roobet out when I felt confident they had did me dirty.  The whole process was very frustrating to have to go through, but in the end, they did make me completely whole.  They didnt short me out of even one dollar. I just want to acknowledge that. Roobet did NOT scam me! Thank you to everyone who took time to talk about this situation with me the last several days!

[alani123]

Good to see there was a positive ending to this story.

It's frustrating to see these mishaps go without explanation though.
Probably we'll never know what caused this issue. We have no info aside of the fact Roobet initially blamed Evolution but that's about all the info that was provided.

[OldHickory]

I appreciate it, man. And ya I could have done without 10 days of stress and bull crap but ultimately im just happy to get that 2300 back.  Thanks again to everybody who chimed in.

[rohang]

"Hello OldHickory,
First, I'd like to apologize for the mistake and the inconvenience caused.
We deducted an incorrect amount from your account, which has been promptly re-added and is available in your SOL balance.
Thank you for your patience, and I hope you continue to enjoy our games here at Roobet.
Sebastian • 54m ago
Help Sebastian understand how they’re doing:
Fin • 54m ago"



Well I called Roobet out when I felt confident they had did me dirty.  The whole process was very frustrating to have to go through, but in the end, they did make me completely whole.  They didnt short me out of even one dollar. I just want to acknowledge that. Roobet did NOT scam me! Thank you to everyone who took time to talk about this situation with me the last several days!

Thanks alot to everyone who read this and put their thoughts in, my friend was playing fair and thats all we wanted from roobet, marking this thread as resolved