Roibets Casino - Player’s self-exclusion request is ignored.

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Dear ihea1984,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-Exclusion

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time.

Self-exclusion means that you can choose a more extended period that your account will remain closed. Please contact us only via email and inform us about your decision to pause your activities at the Website. Upon receipt of an email request for account closure, the requested account will be placed on our 1st stage, 24-hr cooling off period which will disable your account, allowing no gambling activity. Once the 1st stage 24-hr cooling off period has passed, while your account remained closed, a Customer Support Agent will inform you of the available self-exclusions periods. There can be no variations of the pre-selected time periods. After that and in order to proceed with this process, we will require an email response from you. If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email. Once you begin your Self-Exclusion period, your account will be disabled and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated.

Could you please forward all the communication between you and the casino to my email at kristina.s@casino.guru? Have you filled out the form? Do I understand correctly that you still have acces to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Sehr geehrtes CasinoGuru-Team,

hiermit reiche ich eine formelle Beschwerde gegen den Anbieter Roibets ein.

Trotz meiner mehrfachen Anträge auf eine dauerhafte Selbstsperre aufgrund von Spielsucht sowie der Übersendung eines vollständig ausgefüllten und unterschriebenen Selbstsperrformulars, wurde mein Konto nicht wie gefordert permanent gesperrt.

Infolge dieses Versäumnisses war es mir weiterhin möglich, nach Beantragung der dauerhaften Sperre insgesamt 1.465,00 EUR einzuzahlen.

Diese Einzahlungen erfolgten nach meinem Sperrantrag.

Es gab keine Auszahlungen aus diesen Beträgen.

Der Anbieter hat damit eindeutig gegen grundlegende Responsible-Gambling-Pflichten verstoßen, da:

meine erklärte Spielsucht bekannt war,

eine dauerhafte Sperre ausdrücklich verlangt wurde,

und dennoch weitere Einzahlungen ermöglicht wurden.

Ich fordere daher die vollständige Rückerstattung der 1.465,00 EUR, die ich nach meiner beantragten permanenten Sperre eingezahlt habe.

Bis heute wurde mein Konto zudem nicht dauerhaft gesperrt, obwohl dies klar gefordert und schriftlich bestätigt wurde.

Ich bitte CasinoGuru um Unterstützung bei der Klärung dieses Falls und der Durchsetzung der Rückerstattung.

Für Rückfragen oder weitere Nachweise (E-Mails, Formular, Zahlungsbelege) stehe ich selbstverständlich zur Verfügung.

Mit freundlichen Grüßen

Sascha

Dear ihea1984,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello ihea1984,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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 ihea1984,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru