Roibets Casino - Player's account closure request is denied.

Dear Casino Guru Team,

I am submitting this formal complaint regarding the conduct of Roibets Casino and its serious failure to comply with fundamental responsible gambling standards.

Despite my explicit and repeated requests for permanent and irreversible account closure due to gambling addiction, Roibets Casino has refused to implement a definitive self-exclusion. Instead of fulfilling their duty of care, they attempted to offer me a free bet. Offering gambling incentives to a customer who has clearly disclosed a gambling addiction is ethically indefensible and demonstrates a reckless disregard for player protection obligations.

Rather than executing an immediate and permanent closure, Roibets Casino provided a generic template form to complete. This form does not include any option for permanent and irreversible self-exclusion based on gambling addiction. The absence of such an option reveals a structural deficiency within their responsible gambling framework. A compliant gambling operator must provide a clear, accessible, and unconditional mechanism for permanent self-exclusion upon request — particularly when addiction has been expressly communicated.

Their conduct demonstrates:

Refusal to honor a direct request for permanent and irreversible account closure.

Inappropriate handling of a self-exclusion request following disclosure of addiction.

Lack of an adequate and transparent self-exclusion system.

Failure to act in accordance with basic duty-of-care and player protection obligations.

A gambling operator has both a legal and ethical obligation to prioritize consumer protection over commercial interests. In this case, that obligation has been demonstrably disregarded.

I respectfully request that Casino Guru formally review and investigate whether Roibets Casino is compliant with internationally recognized responsible gambling standards and applicable licensing requirements.

Please confirm receipt of this complaint and advise me on the next procedural steps.

Sincerely,

Tobias

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Hello,

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

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

• Could you please share with me the email you submitted in the format so that the sender's email, the recipient's email, and the date are visible?
• Could you please forward the self-exclusion form you received from the casino, whether filled out or empty?
• Send emails or chat transcripts or other information to my email at tomas@casino.guru, or post screenshots here

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. In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Best regards,

Tomas

Dear tobiassss,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru