Roobet Casino - プレイヤーのアカウントがブロックされました。

I made a big win and tried to withdraw, but the withdrawal function was disabled, so I inquired.

Then, I was told that it was temporarily disabled due to a flag in the system, and the next day it was enabled and I was able to withdraw $200000, which is the daily withdrawal limit.

And the next day, when I tried to withdraw 200000$, the withdrawal function was disabled again.

When I inquired, I was told that the win was so big that it required a gameplay verification check and that I could not withdraw until after that.

I accepted, but the next day my account was locked and I couldn't log in.

I inquired about it, but got no response.

I am very worried because the amount is large.

Help me.

Dear masato6613,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Lastly, could you please confirm that the disputed amount is correct (1,280,000 USDT)?

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

Best regards,

Petronela

Dear Petronela

thank you for your reply.

Account registration is April 20, 2023.

Account confirmation is only the name and address of LV1, but the casino here is the minimum recognition that it is okay.

The games played are live casino games.

The amount (1280000 USDT) is correct.

There has been progress.

My account was frozen because I manipulated the game to my advantage, and my withdrawal was also refused.

I'm not convinced.

I forwarded it including the exchange, so please check it.

thank you.

Dear Casino Guru Team,

The account in question was flagged when the player attempted to withdraw a large sum of funds from a new account and was subsequently reviewed by both Roobet and Pragmatic directly. This is a standard operating procedure in place to verify legitimate winnings and prevent abuse of any kind on our platform.

After an internal investigation, by both Roobet and Pragmatic, the player was identified as using an exploit to manipulate the game to their advantage.

This is a violation of our terms. Please see the exact excerpt of our terms that mentions this: "Any attempt to trick, abuse or misuse the Company's system, disregarding which part of the system and disregarding how will result in an immediate termination of your account and the loss of all remaining Roollion in your Iron Pouch."

Due to this the account was immediately closed after the investigation without the option to withdraw any further winnings. We let them know privately when we locked their account why this action was taken which can be seen in the following photo:

This user in question has since been trying to pressure us, including manipulating the court of opinion public on Twitter via this account https://twitter.com/doge19920317. We have responded publicly to this, and we are going to provide that here as well.

Importantly in the following photo you can see Pragmatic, whose game this individual exploited, openly endorsed our stance on this:

In that photo is the official Pragmatic account, links provided for your convenience.

Our Official Public Response: https://twitter.com/Roobet/status/1651314933827768320?s=20

Pragmatic's Official Public Endorsement: https://twitter.com/PragmaticPlay/status/1651316477759291403?s=20

Where you can see their endorsement came from their official account: https://twitter.com/PragmaticPlay

Given that Pragmatic has investigated and stated privately as well as publicly that this customer used exploits on their game to abuse our Casino, we feel we are 100% in the right in closing this account and withholding the ill-gotten funds.

Thank you very much, both sides, for the update.

Dear Roobet Casino,

Could you please forward the player's game history and the official statement of the game provider to petronela.k@casino.guru? Looking forward to hearing from you.

I didn't cheat, I didn't abuse, I didn't misuse.

So account lock and withdrawal invalidation are wrong.

We would like Casino guru to check the game log and understand that due to the nature of the game, it cannot be abused.

extreme story

for example

Let's say you find a roulette that only moves one square after watching it a few times.

Isn't it natural for a player to bet one square ahead of him?

Knowing that it only advances one square, should you bet on other squares?

I bet 1 square ahead.

It would be too unfair to say I was abused or cheated.

(In fact, the dealer spins the roulette wheel after the bets are closed, so there is no room for players to cheat.)

This is an issue between Roobet and Pragmatic, players just played the game they were offered.

Roobet and Pragmatic are colluding to take responsibility for this issue and put the blame on me, the player.

Hello Petronela,

The information has been emailed to you as requested. Thank you for your attention regarding this matter.

Thank you very much, Roobet Casino Team, for your email. We will discuss the issue internally and get back to you next week.

Dear masato6613,

Thank you for your patience while we investigate the problem. I promise I will update you as soon as I have any new information.

I understand

thank you

Dear Roobet Casino Team,

I have sent you an email requesting additional information. Could you please advise if you received it?

Thank you Petronela, yes, received and replied.

I heard that Roobet replied with additional information, but I cannot deny the possibility that the information is false, so I would like to ask you to share additional information to see if there are any discrepancies with my claim.

Thank you very much, both sides, for providing all the necessary information. I will now transfer the complaint to my colleague Matej (matej@casino.guru) who will be at your assistance.

masato6613, I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Petronela, Thank you for your help.

Thanks Petronela - Matej we have emailed already but we look forward to working with you!

Hello masato6613,

I am sorry to hear about your troubles.

I asked the casino representative to provide me with your game logs so I would be able to check the gameplay and find out what happened.

We also asked Pragmatic to confirm the incident with us - we are still waiting for their response.

Dear Matej

Thank you.

Please check all replies here.

Could you please share additional information and game log records from Roobet.

I am worried about falsehood.

Please share by email if possible.

Thanks Matej, we will be in touch again shortly.

Dear masato6613,

Without permission from the casino, I can't share anything they sent me; however, a game log is something that each casino should provide to the player upon request.

For now, the most important is confirmation from Pragmatic Play about the incident. We are still waiting for that.

Dear Matej

thank you for your reply.

I understand information sharing.

From my point of view, Pragmatic Play cannot be trusted, so please make an objective judgment.

It is our understanding that Pragmatic has replied to Casino Guru's inquiry. We look forward to next steps.

We have received confirmation from Pragmatic Play that supports the statement made by the casino representative. As the game provider has confirmed that masato6613 used an exploit to manipulate the game, there is very little we can do now.

Based on this confirmation, the casino acted correctly. However, if masato6613 thinks otherwise, we suggest contacting the licensing authority for further assistance. We can help you with that.

Dear masato6613, I am sorry for the negative outcome. I believe you understand why we can't help you more in this situation.

Dear Matej

thank you for your reply.

In the first place, I think that Roobet and Pragmatic Play have the same interests, so please don't judge by Pragmatic Play's statement alone.

Have you checked the details of the "exploited" claim?

After confirming the details, did Casino guru decide that I exploited it?

If you don't know the details, I will send it to you by email, so please check my claims before making a decision.

I'm waiting your reply.

Hello masato6613,

I am not familiar with the specifics of the exploit. Could you kindly provide me with the details of your approach at matej@casino.guru?

Dear casino representative,

After I received the email from masato6613, I am closing this complaint based on his request.

At the request of masato6613, we have reopened this complaint.

Let us provide some clarification on the situation.

masato6613 expressed interest in explaining their gameplay to us, and subsequently, we received an email from a different email address, purportedly from masato6613. The email admitted to using an exploit and apologized for wasting our time.

Although we had already received confirmation from Pragmatic Play, a reliable source, that masato6613 had indeed used an exploit, we closed the complaint based on this request, with the possibility of reopening the case.

Dear masato6613, if you are not the sender of the email in question, could you please send us your promised gameplay explanation, including the game logs if possible?

dear mateji

Thank you for reopening.

First of all, I would like to make a public statement on my part.

I never sent such an email.

No apology, no injustice.

The fact that this kind of email was disguised at the timing of explaining the contents of the game is also proof that there are people who have trouble being explained about the contents of the game.

someone is trying to undermine me

I want you to reconsider the idea of whether Pragmatic Play can be trusted in the first place.

Please understand that we have no choice but to claim cheating as we operate games that damage the casino.

Did Roobet send you game logs?

I don't have game logs.

We will send you an email about playing.

To be clear, we have provided all game logs already via email - twice.

Dear matej

I sent you an email.

I look forward to your reply.

Dear Roobet

Thanks for the gamelog.

One question, does Roobet know the details of the exploit?

Did Pragmatic play just report that there was an exploit?

Dear Matej

thank you for your reply.

Because my account is locked. Unable to log in and provide game logs.

Can Casino guru determine if a game is fraudulent from game logs?

I would like the Casino guru to look at the game log and hear the details of the cheating alleged by Pragmatic Play before making a decision.

Dear Matej

I sent you an email, so please check it.

thank you.

Dear masato6613,

I sent all your files to PragmaticPlay for consideration. I appreciate your patience.

Dear matej

I understand that you sent the file.

I appreciate your work very much.

We are currently in communication with PragmaticPlay and Masato6613 and are actively investigating the situation. Given the intricacy of the case, it may require some time to complete our inquiry.

Dear Matej

We know that it will take time.

I would appreciate it if you could report any progress.

I appreciate your work very much.

I apologize for the delay in providing an update on the situation. I understand that some of you have been waiting for news, and I have received several emails regarding this matter. Please note that there has been a lot of work done behind the scenes, and much of the information related to this case is confidential. As a result, all calls, meetings, and investigations were conducted behind closed doors.

Here is what we can share at this time. Pragmatic Play has confirmed that there was a temporary bug in one of their games, which made the game more predictable. Masato created an account on Roobet and used this exploit to build up his balance. Once Pragmatic Play became aware of the issue, they fixed the bug, and Masato stopped playing.

(from the evidence is clear that using the exploit was the only reason for creating the account)

From our perspective, this is a problem because Masato was trying to gain an unfair advantage over the casino. This is not in line with the terms of use for the website, which state that users can only participate in the games for entertainment purposes and not for financial gain. Masato's actions clearly indicate that his intentions were not recreational or aimed at entertainment but were instead focused on gaining financial gain.

Regarding the terms I belive that this clausule aplies:

You warrant to use this website and all services offered on it and your user account solely and exclusively for your genuine participation and entertainment in the games of risk, games of chance, and games of skill, sports bets, including esports and chat services and not for any financial, commercial, professional, criminal, or other operations. Your participation in the services on the website and connection with it will be exclusively for your personal, non-professional capacity for recreational and entertainment purposes only. You acknowledge you may not run any operation on the website for personal gain or financial gain, including but not limited to lending services, exchange services, gambling syndicates, professional gambling, organised crime, or system betting. You acknowledge that the Company may ban you from all services and the website for any violation and permanently freeze all remaining Roollion in the Iron Pouch.

Based on this, we believe that the casino acted correctly.

Dear Matej

I'm sorry to reply late.

First of all, thank you very much for your work.

Isn't the reason for creating an account just one-sided speculation?

I also play slots at Roobet.

Another casino in the past, but I've lost big on PragmaticPlay slots.

It would be unfair to assert that an account was created for the purpose of exploitation based on just one moment.

Besides, the original claim should have been "My account was locked because I cheated".

However, when I explained my play through e-mail exchange, it was too convenient that the claim was changed to "I locked my account for the reason of account creation".

Since the claim has changed, I have determined that my play was not cheating.

I'm not convinced

Dear masato6613,

I understand what you wrote. However, the main issue lies in the fact that the RTP of the game was altered for you. It is true that there was a possibility of losing, but based on the log, it is clear that you were gradually accumulating a balance. It is important to note that your account was created after the bug had occurred, and after it was fixed, you ceased to play the game. Although you also play some slot games, most of your balance was built up on the bugged game. Furthermore, it should be mentioned that you have already withdrawn more funds than you initially deposited or won on the slots.

I discussed this matter with another reputable mediator, and they have reached the same conclusion. However, if you disagree with our decision, I suggest contacting the licensing authority. I am here to assist you with that.

Dear Matej

I'm not convinced, but I know there's no point in saying anything more here.

I am very grateful to you, but I still need a little help.

What should I do first to contact the licensing authority?

Please write an email to: complaints@gaminglicences.com

The email should contain the following:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include the following:

casino name + URL + license (License No. 8048/JAZ)

Your login (username) and email in an online casino (with which you had registered the account)

description of the complaint.

3) Attach to the email files what you have + link to this complaint.

Please let me know after you submit the complaint.

Hello masato6613,

I kindly request confirmation that you contacted the casino's regulator.

Dear masato6613,

We regret to inform you that we have made the decision to close your complaint as unjustified. This decision was made because we did not receive confirmation from you regarding the submission of your complaint to the regulator.

We have thoroughly considered the reasons provided and have also sought the opinion of another mediator, who shares the same viewpoint.

Thank you for your understanding.

Sincerely, Matej