Roobet Casino - Hráčovi se podařilo otevřít účet z omezené země.

I signed up to Roobet using all my correct details. After using the site for some amount of time I heard rumours that Roobet was not licenced to operate in the UK. 

I spoke to someone on live chat who didn't know the answer and instead reffered me to the TOS of the website which shows that the UK is restricted from using the website. 

The person I was speaking to on chat then claimed that she was a manager for Roobet and locked my account claiming that I had 'bypassed' the geo-restrictions on the site. Despite me confirming that I had not, and had used both a mobile phone, on a mobile network, in the UK and my laptop on a UK home broadband network. 

I then asked for details of the company so that I could pass information onto the UKGC she did not know and advised me I had to contact other departments as she didn't know the answer to any of the question that I had. 

I then went on and communicated via email with Roobet who had claimed I had been using a VPN and this is how I was ultimately able to open account however I confirmed to them this was not the case as stated I signed up via my mobile phone on a mobile network in the and uk and accessed the website via a uk home broadband network and at no point was there ever a VPN used. When asking for proof of this alleged VPN Roobet stopped communicating with me and wouldn’t respond to any of my emails after weeks and months of trying I can not get in contact with anyone about this.

I was ultimately using money on a website that I would never have been able to withdraw AND accused of fraudulently using the system. I was advised that I could not receive a refund because I broke the TOS, the sames terms that even the Manager at Support that I was speaking to was not aware of. In the live chat of the website this was the same case when asking moderators.

I would like a full refund of all money deposited to the website.

Dear statikmcle11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried to register a new account as a player from the United Kingdom, unfortunately, I couldn’t even load the website properly (please see below).

Since it seems to me that UK IP addresses are actively blocked by the website, I would like you to confirm that you haven’t use VPN when registering your account. Afterwards, when I’ve changed my VPN, I was able to open a new account with my DOB only. However, inside my newly registered account, I had to complete personal details and upload documents for the KYC. Could you please forward your account details? How long ago was your account created and was it verified in the past?

Additionally, I have checked terms and conditions, and this is what I found https://roobet.com/:

"Restricted Areas:

Absolut restricted Areas

People living or having a permanent or temporary residence in any of these countries are not entitled to register an account or access the website in any way:

Australia, Austria, Isle of Men, Bonaire, Germany, Hungary, Gibraltar, Guernsey, Aruba, Belize, France, Curacao, the Netherlands, Saba, Statia, St. Maarten, Singapore, the United Kingdom, French Guiana, French Polynesia, Jersey, Liechtenstein, Luxembourg, Martinique, Reunion, Mayotte, Denmark, the USA, and any other jurisdiction that the Central Government of Curacao deems online gambling illegal. This shall include all the named Nations' Territories.

Residents from the before mentioned territories are prohibited from opening an account or in any way use or access the services or any other services offered by the company.

Any account accessing from a restricted area via a VPN or another method to hide his identity will be banned from the website and all services. Any Roobidos remaining in the Roobido-safe will be frozen indefinitely."

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you very much, Jordan, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Jordan.

Thank you very much for sharing your negative experience with the Roobet Casino. We will now try to get in touch with them.

Dear Casino Guru team & Jordan,

Before we jump into the detail, please kindly note that the issues referenced in this letter have already been addressed a number of times in the past and relate to the activity of this user back in June and July 2020. For the avoidance of doubt and we will gladly document our responses again such that both user statikmcle11 and yourself can read.

Mr Jordan Statham contacted Roobet on the 31st of July after he had deposited and played on Roobet to disclose that he was indeed from the United Kingdom and insinuated that he has gambling problems. I took a personal look into Mr Statham’s requests and account to ensure I was fully up to date with all the facts. Our internal systems and records showed us that he had used a VPN to access the system and we have proof of this as Roobet does not allow anyone from the United Kingdom to enter the site. Roobet has a zero-tolerance level for players entering the site from restricted regions and takes these things very seriously, hence he was blocked immediately.

The user in question continued to send emails of a threatening nature and contacted the license body in Curacao. Roobet was contacted by the License holder to request information about Mr Statham and his activities, of course, there was no issue in handing over the records as I mentioned above there was clear evidence of usage of a VPN to access the system, deliberately circumventing the measures we have in place to stop players from restricted regions entering the site. There was no further action taken and the case was dismissed.

In response to Roobets comment above please refer back to my previous correspondence I added to this thread earlier.

I again must continue to state I have never used any form of VPN that roobet consisntely says that I have. I have never received any proof from them that backs up there claims, Roobet could you please provide this to Casino Guru as the only thing I ever received from yourselves was a bunch of random IP addresses where only one of the IP addresss was mine.

In regards to responses from yourself I only received one response that stated I had used a VPN which is simply not true, I have never had access to a VPN nor have I used one. I only contacting the licensing body when I stopped receiving responses from roobet after giving them plenty of opportunities to reply and follow the correct channels in regards to raising my complaint.

In my above response that I posted earlier you can clearly see why I felt that players from the UK where accepted as Roobet had indeed sponsored UK Based streamers to push there product to a UK fanbase that is evident.

If they don't accept UK Based players why are they sponsoring one? Surely this is unfair and untransparent by allowing UK Based streamers register which gives the false sense of security for the general player like myself.

Again I revert back to my previous post here in regards to all the KYC policies Roobet claim they have in place, why was any of this never actioned? Robot continue to swerve any questioning regarding to this. Again to reiterate if they would of followed there own T&Cs regarding the KYC policies we wouldn't be here today.

They have never once given any proof to the supposed VPNs they state I have used because this is simply not true.

I have only ever tried to work with Roobet to make this a safe place for consumers like myself, I'm more than happy to send all correspondence I have ever had to you Jozef via Skype or whatever method you see fit I have never threatened but simply stated I would look to share my horrendous experiences I went through to alert fellow players of the dangers of this casino.

Again just to reiterate this has never been a closed case and I had only ever received one response from Roobet.

I am being 100% transparent with this situation and will continue to be. Is there any way I can prove I wasn't using any VPN during the life span of my account? if there's anything I can do to prove what I'm saying please let me know and I'll happily do so wether that be contacting network providers etc as what they're saying is not true.

Dear Roobet Casino team.

Thank you for your cooperation in this case. Please, could you provide us with evidence supporting your claims?

You can forward it to my email address jozef.k@casino.guru or post it into this case (it will be marked as sensitive - not visible for the public).

Hi Jozef,

Just a further update here that I think will be of use for this case.

Let me be clear I have only ever connected to Roobet via my home wifi and 4G via my broadband provider.

My providers are as follows for WIFI is Virgin Media and for Mobile 3G/4G is EE, I can confirm I definitely accessed roobet a number of times when on the move via my mobile phone 3G/4G Data. This may explain why there are different IP addresses coming from the use of my account however I’m sure if you look closely at the data point for these IP addresses they will all be registered to EE or T Mobile (the company EE purchased) and they’ll all be based in the UK.

Having liaised with an IT consultant he was able to track down the IP addresses Roobet have stated that I used and have tacked them down to be owned by the Internet Assigned Numbers Authority who I have since contacted to establish why these would of been linked to my account however I’m still waiting for a response (It states it may take 3 business days for a response). It’s to my understanding IANA act as a Worldwide central co ordinator as there is still technical needs for some key parts of the Internet to be globally co ordinated, I can only assume this is the reason why the additional IP addresses have been found somewhere along the line.

IANA’s website can be found here:

https://www.iana.org/about 

I appreciate that back in June/July Roobet wasn’t established as It’s today and therefore may not have had the same security systems it has in place today as you would expect them to grow over time. I can only imagine that my case was one of the last to be able to register from being in the UK before they upgraded there systems. As recently when I’ve tried to access the site to check the Ts&Cs for this claim I’m presented with the pop up blocker that states I’m from a restricted country.

Also just to point out it was in fact myself that contacted Roobet to alert them of this Issue it wasn’t the case Roobet suspected any irregular activity on the account which you would think would of been spotted from day 1 of me using the account. Please also note at this point I had been using the account for several months and again there was never any KYC checks made or ID Documents requested. It’s also evident from the IP addresses they provided none of them are valid except the one which is my home wifi IP address as I pointed out previously.  

I am still absolutely bewildered to how they can state I’ve been using a VPN when there is absolutely 0 evidence to back up there claims.

Again I appreciates Casinos do make mistakes and I can accept that however they need to step up and take responsibility when It’s clearly been proven during this entire case they’re in the wrong.

Along with a full refund of all of my net deposits I expect an apology for all of this inconvenience and consistent weeks of emails/research/time I’ve had to put in to get this resolved. It should never of been this difficult to resolve this issue that was entirely there fault.

Jozef I appreciate your help with case and thoroughness in going over all of the fine details provided here.

Hello Jozef,

Thank you for looking into this with us we appreciate your time and dedication, As previously stated, Jordan Statham was contacted on the 31st of July after he had deposited and disclosed he was from the United Kingdom, he also insinuated he had gambling problems, We looked into his requested to ensure his account and any other accounts are fully locked and up to date with the facts.

We don't allow any one from the United Kingdom to enter the website as you can see if you attempt to log into Roobet or create any accounts on sign up in this region, this location is fully blocked from doing so, which shows that he had to use a VPN to access the system.

We don't allow anyone from Restricted locations to play on Roobet, hence why this user was locked immediately. This user contacted our License provider regarding this and the case was dismissed as mentioned previously on our public repl. There was clear evidence of usage of a VPN to access Roobet as we have measures to stop players from accessing the website from restricted regions, screenshot below shows what pops up if you attempt to log in via UK.

The case the user made with our Provider was dismissed due to lack of evidence and bias claims which were backed up by our evidence, we're unable to refund or compensate for this user deposits as nothing was wrong on our end.

Hi Roobet & Jozef,

just to be clear here with this case at no point ever has Roobet submitted any evidence or there claims they have made regarding to a VPN.

I on the other hand have proved every step of the way everything I have stated and never once have Roobet addressed any of the issues listed above.

in regards to the case with the license provider Roobet again claimed I had used a VPN to bypass there system but hadn’t submitted any evidence to back up there claims which essentially lead to a misinterpretation of actual facts regarding my account. Since the initial complaint as stated above I have been in contact with an IT consultant to attain evidence in regards to the IP addresses and Roobet s claims that I had used a VPN which again if you scroll above you can see this is backed up with factual findings.

if we can’t come to a resolution here I will be forced to present the new evidence and information to the licensing body to re assess the case as it’s clear Roobet had falsely stated the facts in regards to my account.

I hope that I can have your support jozef with this as you’ll be able to see from your correspondence with them that they don’t wish to engage with myself and have been truly unfair to myself in regards to this matter with constantly false claims and negligence.

I was hoping for closure with this complaint but by Roobets latest comment it’s clear we’re a far way off that as they’re still yet to take responsibility.

They still consistently claim that players from the UK are blocked and because of that I wouldn’t be able to access there website but that statement is simply untrue which you’ll be able to see for yourself if you look at the opened complaints on casino guru alone you’ll see there was a case where a uk player like myself was able to open an account to which Roobet agreed and refunded the money as the amount was only small in comparison to what they would need to refund in my case.

Again I must re iterate i have proved time and time again my innocence with regards to this matter as you can see from

all of the above thread.

if there’s anything else I can do to help with evidence please let me know Jozef.

Roobet I hope we can come to some sort of agreement regarding this case.

Furthermore just to reiterate It’s s Roobet themselves that provided the list of IP addresses that are supposedly assigned with my account and again I must reiterate they are all from restricted countries.

Roobet I ask you again please send myself and Jozef proof of your claims you’re yet to send any single piece of evidence.

the only evidence they have ever submitted even too the licensing body is this random list of restricted IP addresses which they’re still yet to answer where and how they have been aligned with my account.

I think it’s clear here there was some serious technical glitch with my account. As I stated this matter refers back to June which would explain why now there is a pop up in place where there wasn’t before.

Just to reiterate I want to work with you Roobet with the assistance of Jozef to come to a resolution in regards to this case that suits us all. I have already used many weeks and even invested my own money on trying to resolve this and I’m prepared to continue to do so if that’s what it takes, however as a ‘reputable casino’ I’m sure you would want to resolve this matter ASAP.

Jozef I would like to hear your thoughts on the matter with your extensive experience your views would be very much appreciated of how we may be able to solve this matter for both myself and Roobet.

Dear Roobet Casino team.

Unfortunately, I have not received any evidence supporting your claims. Please, could you provide us with it or is there any problem? We can also request the player to sign Power of attorney with the Casino.Guru team in any form you need.

Hi Jozef and Roobet,

I can confirm I give full power of attorney for the casino guru team.

if there’s anything else you need from me please let me know.

Hey Jozef,

I apologize for the delay. The requested evidence has been submitted to the email address you provided here. Thank you for your patience!

Hi Jozef,

can you please also send me this alleged ‘evidence’ so I can look over it with my IT consultant to evaluate it. As given the above with false IP addresses they previously submitted I’m keen to ensure everything submitted is legitimate and hasn’t been manipulated to falsify information.

As I stated many times previously nothing has ever been sent to me regards to this.

cheers,

jordan

Jozef,

just a further note to say I have emailed you from my personal email which is jordanstathamofficial@live.com if you can forward me what Roobet sent to you to that email address that would be perfect.

Thanks again for your time and patience with this whole case.

We have requested additional documents from the casino, I am extending the timer for 7 days.

Dear Jordan.

I have asked the casino team about sharing the evidence with you since we are obliged to respect their decision.

We have emailed the requested proof and given permission to share.

Thank you.

Brilliant thank you Roobet it’s nice to see you’re engaging in the resolution of this.

Jozef can you please send across all of the ‘Evidence’ Roobet have sent across and extend the timer by 7 days for me to examine it with my IT consultant and respond properly.

thanks again all.

Hi Jozef & Roobet,

just following up with regards to the ‘Evidence’ Roobet have supplied.

On analysis of the data it’s clear to see the IP addresses in question have already been addressed earlier in the thread which again are owned by IANA and registered in California (a restricted country as per roobets Ts&Cs) I’ve also already explained the purpose of IANA which you can scroll up and see for yourself I’m also happy to supply the email correspondence I’ve had from them.

further more looking at the code this essentially is just screenshots that any programmer could write with data and has no link to my account there is absolutely no evidence what so ever that has been submitted that backs up Roobets claims. Roobet can you please provide the data that was created when my account was first opened linked with dates IP and account activity all of which you should have on the back end.

Could you also provide a full account statement of all deposits made to the account with data points each time the account was logged in accompanied with the account activity in relation to games played for length of times etc.

I’m still to this date baffled how they have came out with these claims and have then provided falsified information as you can see from all the evidence I have posted in this thread.

I’m keen to resolve this as a matter of urgency and ask for a Skype call between us all to try and resolve this issue as so far at every ask no Evidence has been displayed what so ever. Everything thats been submitted has already been addressed in the thread already.

As stated previously I’m keen to get this wrapped up and come to a resolution that works for everyone.

Please let me know the best way forward

Furthermore just to reiterate the reason I ask for gameplay and deposit data is so that we can all see it matches up with my actual account as what you provided to myself and Jozef could be any players in the worlds data that you’ve simply screenshotted which has absolutely no substance in regards to this case.

can you please send across all of the above information mentioned.

I do believe a Skype call would be the best option to clear up this matter once and for all as we’ve been going through this for several weeks and have been getting nowhere.

Jozef I would welcome your view point at this stage from everything you’ve seen to date with regards to the case.

thankyou both for engaging in this case.

Dear Jordan.

I can confirm that we have received relevant proofs from the casino. I am very sorry, but we believe that you are not entitled to receive your winnings. Unfortunately, we are forced to reject your case since you have clearly breached the casino T&Cs and used different IPs to bypass the casino protection (sustained by the evidence from the casino team).

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it.

Best regards, Jozef

Casino.Guru