[Roobet] Made me VIP and tossed me into KYC LVL 3 [resolved]

[Timetomoveon]

As title states,

I've been an active player for over 2 years with Roobet. There was a moment i actively brought in affiliates and made them quite the money. Back in November i was "upgraded" to being a VIP, which offers some perks but it's all based on what you spend, nothing spectacular or anything. Since it was my birthday yesterday i contacted their support, they requested a copy of my ID/Passport to indeed, confirm it was my birthday.

I submitted it; their internal triggers went off since it was a passport from a forbidden country. As i tried to explain that i don't live in that country anymore, they removed it and granted, 100 spins on a 10$ bet. Nice little gift. The next day i decide to send in funds into my ETH wallet without opening up the website. There we have it, KYC level 3, account in withdraw mode only.

My deposit obviously came through, but has not been credited. Going back and forth with support, they demand documents from me, but in my perspective they should have informed me with the change, before i send in that deposit through email at least. Without being too difficult, i request a refund of my deposit. They are playing difficult. After leaving me with a bad taste,

I decided to email roobet support with the same above question, refund my deposit(s) and anything else that's open there. Obviously this was a bit of a wake up call, to end my play on crypto casino's in general. Last couple of weeks i had no pleasure at all since the same returning "cycles" of winning a bit today and losing double the day after.

It's all intentionally designed - their reward system is crap knowing you have to log in every 24 ~ 48 hours to claim it otherwise you lose it. Their VIP program is "poor" in such a standpoint they only give you just enough. But actually getting ahead on this casino if your a slot player is impossible. I know that roobet last year was sold. This explains the sudden toughness on slots.

I am done with crypto casino's. Knowing binance, revolut, all these platforms are throwing in burdens to simply buy crypto, it's simply not fun anymore. I'm around long enough to know there where times you could 1000x your 50$ deposit but these days it's nearly impossible. Well crafted, well done. They won't be having me anymore as a player, neither any of the other obvious same mouse-traps of casino's.

My loss? I suspect around the 40K mark. That is not a big of a deal. But still. I would recommend others not to engage or play on Roobet anymore. That casino lost it's reputation to me. Streamers who promote it are only in for a better deal where you are funding the circus.

[LFC_Bitcoin]

They should definitely refund your deposit, they surely don’t have grounds to permanently confiscate that. From their side though, you sent them ID showing yourself as being in a forbidden country. Do you not have any ID that shows you at your current address?

Under no circumstances should they confiscate your deposit though, even if you are living in a forbidden country (which I probably believe you are). Lots of people use VPN to access casinos when they are not permitted to. It’s OK to admit it, you’re not going to go to jail, unless you live in a Communist State.

Fingers crossed they return your deposit, that is how this should conclude.  

[Timetomoveon]

Point being is,

If i deposit, and they won't allow me to play, they HAVE to refund me, no matter the current KYC (3) conditions or not. They are withholding it, playing dumb with me, replying in matters such as,

"Verification would need completed before the funds would be deposited on site."

Which means they have no interest in my initial request, about,

Refunding me and closing my account. Funds where already registered hours ago into my wallet; there's no need to hostage it for a KYC.

And yep; their whole TOS does not state one word about "refund" - i assume the moment you deposit the money it's completely in their hands with nothing to back you.

[yahoo62278]

Point being is,

If i deposit, and they won't allow me to play, they HAVE to refund me, no matter the current KYC (3) conditions or not.

When you start out with a story and then in your next post the bolded part makes me feel like you sent in your real ID and reside in the country shown, basically I feel you are a liar and don't deserve help from us if you are gonna start out disrespecting us.

They don't HAVE to refund you either. You knowingly played there knowing you weren't allowed. If that's the case you according to their ToS forfeit your money I believe. I am no fan of Roobet, I feel like they have some shady practices and fucked me outta some money, but your case is clearly in their favor. If they wanna be nice and refund you it's 1 thing, but you're not putting the pressure you had hoped on them by making this thread. You are in the wrong.

[Timetomoveon]

I already explained to them, being dutch is not a crime. I'm not resident in Holland nor gambling from forbidden countries.

My problem with them is not informing me, me sending blindly my deposit to my "address" that i have or known for 2+ years, and suddenly be confronted with a withdraw only mode and my deposit not credited while it's in on the blockchain.

And they refuse to send that, back, as a normal company should. Look man i don't care i don't need gambling, gambling needs us. They can go F themselves wide up their arses. F the casino crypto space with their obvious scams.

[AHOYBRAUSE]

Point being is,

If i deposit, and they won't allow me to play, they HAVE to refund me, no matter the current KYC (3) conditions or not.

When you start out with a story and then in your next post the bolded part makes me feel like you sent in your real ID and reside in the country shown, basically I feel you are a liar and don't deserve help from us if you are gonna start out disrespecting us.

They don't HAVE to refund you either. You knowingly played there knowing you weren't allowed. If that's the case you according to their ToS forfeit your money I believe. I am no fan of Roobet, I feel like they have some shady practices and fucked me outta some money, but your case is clearly in their favor. If they wanna be nice and refund you it's 1 thing, but you're not putting the pressure you had hoped on them by making this thread. You are in the wrong.

I mean if he is not a resident in the Netherlands, are there ground to suspend his account? Obviously it would also be helpful to know where he is living and what his residential status is.
Look at me for example, I have a German passport, yet I live in Asia for many years, with visa and everything. Germany is restricted on many sites, yet that doesn't mean all players with a German passport are also not allowed to play. What matters is your residency, not where you are from originally.

[Timetomoveon]

Well, the situation is the same. I live abroad as well. And that raised triggers thinking i'm from an excluded jurisdiction.

36 hours later > deposit returned. But they covertly did not honor my wish about closing my account. They just left that open.

[LFC_Bitcoin]

Good to see they have returned your deposit but if you don’t have any ID to fulfil their requests regarding KYC in your supposed current country then you can’t really moan. I’m not here to judge you but unless you can prove otherwise to them, then the ID you sent them is what they will use as your address. Any way, you have your money back now, just move on and don’t play there again.

[Mahdirakib]

Well, the situation is the same. I live abroad as well. And that raised triggers thinking i'm from an excluded jurisdiction.
36 hours later > deposit returned. But they covertly did not honor my wish about closing my account. They just left that open.

So, the issue can be considered as resolved as you have received the refund already. But from your view, the issue has been partially resolved by them.I have seen some other users go through a similar situation to yours on other platforms. I guess you can still login to your account even though it is in withdrawal only mode now. You should use the self-exclusion tools to permanently disable access to your Roobet account. BTW, you should add resolved in the ANN thread title.

[Timetomoveon]

Done.

I'd advise anyone to move away from Roobet. They have been sold previous year and since then, a rupture of people with large cashouts being denied or RTP's suddenly lower then what you would have expected.