Rojabet Casino - Ο λογαριασμός του παίκτη είναι κλειστός και τα κέρδη καθυστερούν.

On Tuesday, August 13, before registering with this awful casino, I made sure I hadn't registered before because I don't usually play a lot at casinos. I couldn't remember if I had registered at this casino a while ago, so I chatted with the casino support asking if there was any record of me on their site. They asked for my full name, email, and ID number. None of these options showed any record in their system, so I proceeded to register with confidence. I played and played, eventually depositing a total of 1,607,000 pesos, and my winnings amounted to 2,300,000 in total, which is a lot of money for me.

When I made the withdrawal request, they asked for a photo of my ID, which I uploaded. Hours later, my withdrawal was rejected. They told me I needed to submit both sides of the ID and deposit receipts in my name, so I sent everything as requested. It was rejected again. I asked via email what had happened, and they asked me to resend the same documents. Then, I received an email stating that I had more than one account with the casino. I was furious and powerless because the chat agent had assured me I could register confidently. I'm unsure whether to entirely blame the chat agent or the casino for not wanting to pay my winnings. They sent me an email asking me to fill out a form for them to refund my last deposit, which is not even 3% of what I deposited. I responded to the emails explaining the damage they caused with their error, their mistake, and that I didn't misuse their bonuses because I played without a bonus. What I won was purely out of luck, and considering the amount I deposited, my winnings weren't much. What I want is for them to return the 1,607,000 pesos I deposited because I highly doubt they will pay the winnings.

I have all kinds of evidence to fight for my rights and expose the incompetence of this casino.

El día martes 13 de agosto antes de registrarme con este casino de porquería me asegure de no estar registrado antes porque no suelo jugar mucho el casino,no recordaba si hace un tiempo atras me había registrado en este casino,por lo que hable al chat del casino preguntando si tenía registro mío en su página,me pidieron el nombre completo,el correo el rut y ninguna de esas 3 opciones salía con registro en su casino,entonces procedo a registrarme con confianza,jugué y jugué,llegue a depositar 1.607.000 pesos en total para que mis ganancias fueran de 2.300.000 en total,es mucho dinero para mí.

Cuando hice la solicitud de retiro me pidieron una foto de carnet el cuál la subí,pasado las horas me rechazaron el retiro,me dijeron que debo enviar las 2 fotos de carnet,los comprobantes de depósitos a mi nombre así que los envié todo tal cual me lo pidieron,resulta que me lo volvieron a rechazar,pregunté por correo que paso? Me pidieron enviar nuevamente los mismo documentos y resulta que me llegó un correo diciendo que tenía más de una cuenta creada en su casino,pero como decía yo? Con tanta rabia e impotencia por culpa de su agente al chat que me aseguro que podía registrarme con confianza,la verdad que no se si hechar le total la culpa al agente al chat o es el casino que no quiere darme mis ganancias,me redactaron un correo que llene un formulario para que me devuelvan mi último depósito que no es ni el 3% de lo que deposite,respondí los correos explicando lo sucedido que me hicieron un tremendo daño con su error,que se equivocaron,que además de eso no tienen por dónde comprobar que posiblemente hice mal uso de sus bonos porque jugue sin bono,lo que gane fue sin bono,solo suerte y no es para menos por todo lo que deposite no fue mucho lo que gane,lo que quiero es que me devuelvan mi 1.607.000 que deposite porque dudo mucho que me paguen las ganacias.

Tengo todo tipo de pruebas para pelar por lo mío y por su incompetencia de ese casino

Dear Miguel24,

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 which games you played - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Did you save the conversation in which the casino confirmed you can create the account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hello good morning, yes I only played slots and accumulated winnings without bonuses, they were totally legal winnings and I have the entire conversation saved where they assured me that I no longer had a registered account and I could proceed to register without problems, now they no longer respond to emails and even the WhatsApp chat ignores me.

Ps: Could you please fix the amount, I put an extra 0, it should be 2,300,000 please

Hola buenos días,si jugué solo en tragamonedas y acumule ganancias sin bonos,fueron ganancias totalmente legales y tengo toda la conversación guardada donde me aseguraron que no tenía más cuenta registrada y podía preceder a registrarme sin problemas,ahora ya no responden los correos y hasta el chat de WhatsApp me ignora.

Pd: podrían arreglar el importe porfabor,puse un 0 demás,debería ser 2.300.000 porfabor

Thank you very much for your reply, Miguel24. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There is all the evidence, they themselves assured me that I had never registered with them and I was obviously completely sure that I had not registered with them before, but I wanted to make sure because casinos are like that, you win a little and they do everything to prevent you from withdrawing your winnings.

Está toda la evidencia,ellos mismo me aseguraron que nunca jamás me había registrado con ellos y yo obviamente estaba completamente seguro que no me había registrado antes con ellos,pero quería asegurarme porque los casinos son así,uno gana un poco y hacen de todo para impedir que uno retire sus ganancias

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

There is no possibility because I live alone and I registered with my cell phone data, that is, the Internet on my cell phone, so there is no possibility.

No hay ninguna posibilidad porque vivo solo y me registre con los datos de mi celular,osea el Internet de mi celular,así que no existe ninguna posibilidad

Thank you very much, Miguel24, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Miguel24,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Rojabet Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If, regardless of email/phone number (which can be changed), the casino customer support checked and confirmed that there is no account with the user's personal details (name(s) and surname(s)), and provided that any possible previous account was not active for longer before he asked about it and registered his disputed account, and there was no breach of other of the casino's rules, what is the reason for winnings confiscation?

If needed or if it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Miguel24,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curaçao Interactive Licensing - CIL) and submit a complaint directly to the regulator. You can find more about their complaints process HERE, and general information about complaint processes in our article HERE.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru