Home Complaints Roobet Casino - Player’s asking for a refund.

Amount: $45

Roobet Casino - Player’s asking for a refund.

8.7/10 Very Good reputation Submitted: 09 Jun 2020 | Case closed : 15.06.2020
Our verdict

Unjustified complaint

REJECTED

Case summary

6 days ago - 15 Jun 2020

The player from Italy wishes for a refund of lost money. The live chat told the player that Italy is a restricted country, however, it is not, therefore he has no right for a refund of lost money.

Written by Kristína
Casino analyst and complaint specialist
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Hi the casino does not accept Italians, I registered and then out of curiosity I asked in chat if they accept Italians and they told me no then I asked him if they can refund me the lost money because in any case I could not withdraw as Italy is on their black list of countries where it is not allowed to play and withdraw real money

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Dear Luca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://roobet.com/fair)  and I found that Italy is not one of them:

"2. YOUR OBLIGATIONS AS A PLAYER

People living or having a permanent or temporary residence in these countries are not entitled to register the player's account on roobet.com, or the use of service roobet.com:

Aruba, Austria, Bonaire, Curacao, French Guiana, French Polynesia, Germany, Guernsey, Gibraltar, Hungary, Isle of Man, Jersey, Liechtenstein, Luxembourg, Martinique, Reunion, Mayotte, Netherlands, United States, Canada, Denmark."


The term that live chat support was referring to was game provider restriction:

„13. NETENT RESTRICTIONS

1. Absolute Restriction

United States of America, Canada, Spain, France, and Italy."

In case you lost all your money, you have no right for a refund, because you could lose money the same in any other casino whether Italy is restricted or not. We would be able to help you only in case there is some balance left in your account.

I hope we will be able to help you to resolve this problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

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Thanks a lot Cristina but in the chat it is clearly written that in Italy you cannot play I attach the photos filefile

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therefore on casinos Guru should change and put the x on accepted Italians because we cannot withdraw any winnings

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For that I asked for a refund they cannot say that they accept Italians and then in the chat they find altars

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The live chat coppied the restriction for Netent, which is a game provider. This means, that games from Netent are prohibited to offer in Italy, not that Italy is a country restricted by the T&Cs. Please see again this part of the casino's T&Cs:


""2. YOUR OBLIGATIONS AS A PLAYER

People living or having a permanent or temporary residence in these countries are not entitled to register the player's account on roobet.com, or the use of service roobet.com:

Aruba, Austria, Bonaire, Curacao, French Guiana, French Polynesia, Germany, Guernsey, Gibraltar, Hungary, Isle of Man, Jersey, Liechtenstein, Luxembourg, Martinique, Reunion, Mayotte, Netherlands, United States, Canada, Denmark."


13. NETENT RESTRICTIONS

1. Absolute Restriction

United States of America, Canada, Spain, France, and Italy."


You can clearly see, that the live chat quoted Netent restrictions.


By the "2. YOUR OBLIGATIONS AS A PLAYER" point in the T&Cs only players from those countries mentioned in the term number 2. are prohibited to create an account and Italy is not one of them and our review is based on this part of the casino's T&Cs as well.


Please let me know if there is any balance left in your account - this is very important information for us in order to continue resolving this complaint. Unfortunately, in case you lost all your deposits/winnings, you have no right for a refund.

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Ok d, ok thanks for everything Cristina and I thank the casino-ca.guru staff who always help us

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I have no more money in the casino balance

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For my part, the case can be closed as solved because as you said the casino chat meant some restrictions on slots at this point

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Luca, I am 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.