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i have a gambling problem

sometime before August 31st I went ahead and permanently banned myself thru my account for CASINO games

On August 31st I tried to then ban myself permanently for sports betting but their website wouldn’t let me.

i went on live chat and explained the situation. I was first told it wasn’t handled there and I needed to do it myself thru my account. I explained that it was not possible or on their website which I was then told it would be escalated and I would hear back within 24-48 hours.

I heard back on sept 1st stating I was indeed banned permanently from the whole site. I was not.

I could still deposit and bet sports which I did and lost $900 afterwards.

I am requesting my account to be banned permanently and my deposits of $900 made after sept 1st to be returned to me as I should NOT have been able to bet or deposit as per my request and their response.

Dear ShadowDM,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I have emailed the information to you.

i specifically stated self exclusion as per in the copies of the screenshots I sent you.

and to clarify I am requesting all deposits refunded to me that were made after August 31st, which is $900.

thank you

Roobet has refunded the deposits. Case has been resolved.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ShadowDM,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika