Roobet Casino - Player's VIP account unexpectedly closed.

Opened account in July 2023. I became a vip in October with over 2millions dollars wagered. Then at the end of October I was supposed to receive the weekly free spins bonuses. 150 spins on 10$ bet. They closed my account without ANY WARNING WHATSOEVER. No access to my account even though I was vip with benefits that I should've received that month. When I asked about the vip director at Roobet Barry Patrick why they closed my account they stated its because I asked for a bonus. No other reason. Wouldn't respond to my emails. I ended up in the hospital with a suicide attempt.

Dear Jackson696,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Have you redeemed any cashback (loyalty bonuses) from this casino in the past?
• What was the exact reason why a promotional offer wasn't awarded to your account?
• Could you please advise if you have tried communicating this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

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

Best regards,

Petronela

Yes I have reedemeed bonuses from them in the past

Right the day they closed my account without any warning I should've received 150 free spins each on a 10 dollar bet but they closed my account. This bonus was offered because as a vip I was entitled to it if in a week I'd deposit over 20k dollars.

Not everyone gets vip on roobet. I only got it because I wagered 2 million dollars in 3 months

I'm truly sorry to hear that you received no explanation for the abrupt closure of your account.

• Am I correct in understanding that the loyalty Free Spins must be wagered subsequently if you intend to withdraw any winnings?
• Was there any active balance on your account when the closure occurred?

No. I was a vip. Those free spins (150spins on 10$bet) are given to vip players who deposit over 20k in a week. No wager required. You just play those spins and withdraw after of you win. I had no balance in the account but I had vip benefits coming up including the monthly vip competition until they suddenly closed my account. They should've let me plat those spins and then close my account. They did it without any warning.

I have checked the general bonus terms and conditions, and this is what I found (here):

10. ROOSPINS

10.1. A RooSpin allows you to participate in any Slot Game on the Website for free while keeping any funds received from winning the current round of the Slot Game.

10.2. You acknowledge that the Company may restrict the usage of RooSpins to some Slot Games instead of all.

10.3. Unless otherwise specified in the promotion or event material, RooSpins expire after 7 (seven) days. After the RooSpins expire, they cannot be used anymore, and the value of a RooSpin will be lost once it expires.

10.4. The winnings resulting from the RooSpins will be added directly to the cryptocurrency side of your Iron Pouch unless otherwise specified in an ongoing promotion.

10.5. If no value is mentioned in the promotion material, loyalty bonus, or tournament, each RooSpin will have a one (1) USD value. RooSpins can not be exchanged for Cash.

Is this the promotional offer you're mentioning? It's crucial to grasp that if the Free Spins remaining in your account at the time of its blockage were intended to be wagered before withdrawal, they are classified as bonus funds, and you do not have entitlement to them. While I acknowledge that having an account unexpectedly blocked, especially when anticipating cashback or bonuses, is far from ideal, unfortunately, if those spins do not constitute your own funds, we have limited means to compel the casino to reopen your account and provide the bonus.

NO. IT'S NOT THOSE. As I said only vip players receive what I have received. You get a vip status after wagering over 2 million dollars. Sometimes even more. With the vip status, you're entitled to many benefits like the free spins I told you about or the vip monthly competition.

Again, in order to get the free spins you have to deposit money. Those are the rules. You deposit over 20.000 dollars in a week, you get 150 spins on a pragmatic play slot with 10 dollar bet. If you deposit less, you get less spins.

The vip director at Roobet, Barry P****** decided to close my account on the day I was supposed to get my 150 free spins. Because I asked for a cash bonus.

https://roobet.com/vip

Thank you very much, Jackson696, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Please are you able to reopen my account. These people closed it without any warning or anything. I was a vip in 3 months of playing.

Hello Jackson696,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Casino Guru,

Following the player complaint, Roobet would like to present its formal response to the same.

Mr. Jack has opened hi in July 4th 2023, and soon start showing some strange behavior's through begging bonus:

• 11th July - Sent the message: "Hello. Do you any any bonuses available? If not, I'd like to request an account closure. Only if there are no bonuses available, if you'd like to win some money back."

• 12th July - Sent the message: "Please close my account. It has been a horrendous experience playing here. I'll be moving to stake. These bonuses are incredibly bad as well as roowards"

• 13th July - Sent the message: "I want to reopen my account"

After the above incident the player continued to play with Roobet and repeatedly adopted the same strategy to beg bonus or close his account. This happened in a frequent matter till October, when Roobet opted to close the player account due the excessive bonus begging and potential signs of gambling problems.

Roobet closed the player account on the 20th of October and sent to the player the remaining balance available on his account and bonus (sent in November 4th). The player was informed of such decision as per attached message.

After Roobet closed the account the player started threatening our team through sending messages like the ones below:

• "F**k you and all your scamming employees. Hope you and all of your family members get an inoperable t***r at the base of your spines for scamming people. F**k you and f**k Barry Patrick too. When he's in England I'll jump his a** and c*** stomp his face"

• "When I find you BP I'll make you swallow your t***h for k****ng my only brother. Guy hanged himself only to befound be his daughter. You destroyed his family. Liviu ciobanu knows what's coming for him I reported you on every Europol website for scamming players"

This behavior's from the player, clearly shows potential signs of gambling problems and reinforce Roobet decision.

Attending to the above, it is Roobet understanding that it act in accordance with the best practices and that the player complaint shall not proceed since Roobet has already informed the players and sent the remaining funds to the player.

Best,

Roobet

Dear Jackson696,

The casino has provided evidence clearly indicating that they acted appropriately when closing your account. This is precisely how casinos should respond when they encounter problematic behavior.

I would also like to emphasize that bonuses are an additional benefit and players do not inherently have a right to them. The casino reserves the right to restrict bonuses for specific players at any time, even without providing a reason. Players are entitled only to bonuses that have already been granted to them. I regret to inform you that I believe the casino acted correctly.

Dear Jackson696,

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.

I hope you understand that these people almost killed me. They closed my account without any warning when I should've got my bonus. Nobody does that. They're the ones who offered bonuses when I asked for them. They act like they're the victim.

They didn't give me my 150 spins on 10 dollar bet. I hope again, you understand that I was a vip player. What they should've done is at least offer me the chance to play those spins and then close my account. They did this out of spite, not because they actually care

I was hospitalised for a month. Those spins could've paid my bills. They took that from me

They closed it because I'm Romanian. Not because I asked for a bonus. Thats no reason to close a player's account who has wagered on your website. 2.5mil$

I am owed 150 spins on 10 dollar bet or the equivalent of that. I deposited 20k dollars for that bonus which coincidentally was on the same day they decided to close my account. You can fact check me on that

I understand your frustration, but our website is filled with complaints from players who wanted the casino to acknowledge their issues and close their accounts, just as Roobet did to you. You are only considering the issue from one perspective. It is up to each casino to decide whether to grant or forfeit bonuses or close the account to individual players. In your case, you mentioned depositing $20k in a single day, which could be a cause for concern. In this instance, we fully support the casino's decision.

"In your case, you mentioned depositing $20k in a single day"

Please re read my statement

20k in a week. Because those were the requirements of the 150 spins bonus. Deposit 20k in a week=get 150 spins/10$bet

I deposited those money in order to get the promised bonus which never came because they closed my account.

Please don't close the complaint in their favour. They gladly took my money for 3 months straight and after wagering over 2.5million on their website they suddenly decided to close my account because I asked for a bonus?!?? Which they were offering in the first place. They didn't even ask me if I wanted a break from the casino. They straight up closed my account. Does that sound fair to you?

Dear Jackson696,

The bonus is merely an additional benefit and belongs to you once the casino grants it to you. It is not your right to get a bonus.

In your situation, the casino has chosen to close your account and there is nothing you can do about it.

Consider if your father were spending a lot of money in the casino, you would think he is addicted. Would you want the casino to close his account while he is spending money, after he has spent it all, or never?

I don't believe this crap. They should pay my medical bill for putting me in the hospital. I can see justice can't be served here as you are apparently in their pockets

You don't even read what I post. Only what they post. What's the point of this website if you won't even read what I write

Dear Jackson696,

The purpose of this website is to provide a third-party opinion on your complaint and impact the casino's rating. Your unwillingness to accept the outcome and reference to a hospital only reinforce the casino's position. Regrettably, we must reject your complaint as the casino acted appropriately. (Not all casinos are as responsible.)

PS: The reason I didn't mark your answers as public is that I am currently sick. Despite this, as you can see, I am still addressing complaints, but with some delays, due to issues with my eyes.