Hello,

I am submitting a complaint regarding an issue with my account. I was actively playing in the Dice and Online Casino sections. After placing a single bet on tennis, my access to the Online Casino section was removed, while Dice remained accessible.

Later, a deduction of $990.33 was made from my account (listed as Admin Modify). These funds were not bonuses or winnings — they were part of my real deposit.

Summary:

Total deposits: $4,903.18

Total withdrawals: $3,136.00

Deduction: $990.33

Even with this deduction, my withdrawals do not cover my deposits. This confirms a net loss of deposited funds without any violations from my side.

Roobet support responded by saying that the deduction was made because "previous winnings are now being classed as void", and they stated they are "unable to reinstate the funds". However, this explanation is not valid in this case — the deducted funds were not bonuses, but my personal deposit.

I request:

A thorough investigation and clarification of why the "previous winnings" were voided when real money was involved.

A refund of the $990.33, as this amount was not connected to bonuses, promotions, or any rule violation.

Attached are screenshots showing deposits, withdrawals, the disputed transaction, and the reply from support.

Thank you for your attention and I hope for a fair resolution.

Sincerely,

Bohdan

Dear Delish1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was there any particular game or bet you placed that led to your winnings of 990,33?
• Is your account accessible to you? Is your option to withdraw winnings available to you?
• Were you asked to provide documents for verification?
• Have you asked the casino which particular wins were void?

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

Best regards,

Tomas

Thank you for getting back to me.

Here are my answers:

I mainly played Dice and Online Casino games. Shortly before the deduction, I placed three small bets on tennis. The $990.33 removed from my balance was not related to any winnings — it was taken directly from my deposit.

My account remains accessible, but the balance was voided without any prior notice. I have not made any withdrawals since the deduction and prefer not to do so until the case is resolved.

I was not asked to provide any verification documents.

When I asked the casino for clarification, they replied only that "previous winnings are now being classed as void," without identifying which games or why.

This deduction had nothing to do with bonuses, winnings, or any breach of rules. I appreciate your support in helping resolve this matter fairly.

Best regards,

Bohdan

Thank you very much, Delish1, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Delish1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Roobet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear CasinoGuro Employees

Please find below the relevant facts regarding this case.

The player "Delish" registered their account on the Roobet website on June 6th, 2025. Since then, the player has mostly played on Speed Baccarat.

Due to the player's activity, the Casino-gamer-prover has reached out to us and informed us that the player participated in arbitrage betting with other users. We are happy to provide you with the confirmation.

As you may know, arbitrage betting is not accepted by casinos and constitutes abusive behaviour that breaches the Clause 8.22 of Roobet’s Terms of Service, in which the player explicitly warranted not to engage in any fraudulent, collusive, manipulative, or otherwise unlawful activity in connection with any games or services offered on our website.

As such, and in line with Clauses 6.1 and 6.4 of our Terms of Service, Roobet is entitled to void the player's bets, confiscate the remaining balance and close its account.

Kind Regards

Roobet Team

Thank you for providing me with the evidence Roobet Casino representative.

Delish1, We have carefully reviewed the evidence provided by the casino in relation to your recent activity, and it has come to our attention that there are strong indications you have engaged in arbitrage betting in collaboration with other users.

As you may be aware, arbitrage betting is strictly prohibited within the online gaming and casino industry. This practice is widely regarded as abusive behaviour and is expressly forbidden by the terms and conditions of most reputable operators. Game providers also monitor such activity closely and routinely alert casinos when suspicious patterns are detected.

Given the information presented, we find the actions taken by the casino to be proportionate and in line with industry standards. As such, we must support their decision and will be rejecting your complaint.

We strongly advise against engaging in this type of behaviour in the future, as it is easily identified through modern detection tools and may lead to permanent exclusion from platforms or the forfeiture of winnings.

Thank you for your understanding.