Roobet Casino - プレーヤーがデポジットの返金を要求している。

Dear Sir/Madam,

After signing up and depositing several times, I got a message that Iam not allowed to play in my region. So after this message I contacted the live support right away, Karli locked my account afterwards. Because when I was reading on your license holder websites it clearly says that players from the Netherlands are not allowed. After checking, I could only play the Games from Evolution Gaming. The other's gave the error that it is not allowed in my region. And while signing up, there was also a pop-up to verify my region and it got verified. 

In The Netherlands the gambling market opened one month ago and from what I have read now is that casinos need a Dutch license to operate to Dutch customers. 

I will make a report of this, as I feel I should have been prohibited from playing on this website. I hope I can reach a solution with the casino of a full refund of my deposits and keep my account locked. Username of the account is: TheBaboon

Im very sorry for any hassle this may have caused.

Looking forward to your reply.

Roobet does not reply to 10 emails I have send...

can you please help me regarding this?

Dear Stijn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and the Netherlands is, indeed, one of the restricted countries:

"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, Cyprus, Bonaire, Gibraltar, Guernsey, Aruba, Belize, France, Curacao, the Netherlands, Hungary, Lithuania, Saba, Statia, St. Maarten, United Kingdom, French Guiana, Switzerland, Israel, Sweden, Iran, Ethiopia, Guadeloupe, Portugal, Venezuela, Cuba, Malta, Slovakia, French Polynesia, Jersey, Liechtenstein, Luxembourg, Martinique, Reunion, Mayotte, Denmark, the United States and all of its, including but not limited to Puerto Rico, Guam, the US Virgin Islands, the Northern Mariana Islands, American Samoa and United States outlying Islands 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 using or accessing the services or any other services offered by the company."

I would like to emphasize that the casino can accept a player from a restricted country, as long as it won’t cause any problems during withdrawal/gameplay, etc. The whole article related to "Restricted Countries" can be found in our Fair Gambling Codex.

Would you be so kind as to clarify if the casino confiscated any of your winnings using a restricted country as an excuse?

Thank you in advance for your reply. 

Best regards,

Kristina

Hello, unfortunately I did not have any winnings. But please read on the reddit forums. When you win something at Roobet and they found out you are from a restricted country, they confiscate your winnings.

I am sorry, Stijn, but since you have played your winnings/deposits, unfortunately, there is not much we can do for you. We could try to help only if the casino refused to pay out your balance because you were from a restricted country.

Please, do not hesitate to let me know if there is anything else I could help you with, or if I have overlooked something, but I am afraid I will be forced to reject this complaint. Thank you very much for understanding.

Dear Stijn,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

So there is nothing you can do for me? As what they do is illegal. If I would have had any winnings they would have blocked my account. I have send them 10 emails no reply on all of them, they know they are wrong.

I am sorry, but as I previously explained, we see nothing wrong with this approach from the casino. They can accept anyone as long as they pay the player's winnings out.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.