What Happened
A VIP player says Roobet emailed them on 18 May 2021 to say their account would be closed because irregularities had been found. When they asked what the irregularities were, the casino sent the same message again a few hours later with no details. The player says they had wagered over $1.5 million in about six months and had become a VIP only a month before.
How It Developed
- 2021-05-18The casino emailed that the account would be closed over irregularities, and repeated it without details when the player asked.
- Complaint opened. The player asked what the irregularities were and wanted the account back to normal.
- The mediator asked the casino for a detailed explanation, evidence and the exact rules broken. The casino said it had sent an email to the mediator.
- The mediator said the casino's information did not justify its accusations and asked for more evidence, warning that silence would close the case as unresolved.
- The complaint was later reopened at the player's request. It is listed as unresolved, and the page shows no sign the account was restored.
Unresolved
The mediator said the casino's evidence did not justify its accusations. The newest reply reopened the case at the player's request, but it is still listed unresolved.
What Has (and Hasn't) Helped
The casino's private explanation did not convince the mediator, but that alone did not get the account back. If a casino closes your account for unnamed irregularities, ask in writing which rule and which bets it means, and keep your full betting history.