What Happened
A player from Finland says a hacker took over their Roobet account. They proved it was theirs with KYC, passed a second check to get deposits working again, kept playing and won. A $22,800 withdrawal then sat unprocessed, and the player asked the casino to release it or say clearly what else it needed.
How It Developed
- Complaint opened. The player said they had cooperated with every check the casino asked for.
- The player said the money had arrived, but that after one game the account was blocked from live casino play, and asked why.
- The casino said the live casino block stays because the player broke clause 8.22 of its terms. It did not say what that clause covers. Other games remain open to the player.
- Going by the player's message that the money had arrived, the mediator marked the case resolved and closed it.
Resolved
The player confirmed the $22,800 withdrawal arrived; the casino kept live casino games blocked, citing clause 8.22 of its terms.
What Helped
Filing the complaint and keeping the mediator updated worked: the player later wrote that the money had arrived, and the case closed. The live casino block stayed. If a casino limits your account under a rule number, ask it to tell you what that rule says and what you did that broke it.