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I requested to self exclude my account and ban myself with my same identity on roobet

i was allowed to deposit €1061.39

they never closed my account despite having screenshot proof of an idenfinite self exclusion request

i have fighted this long with them and they choose to ignore me

i want my refund of €1061.39 for my loss and damages done to me,

my Solana wallet address is

6rVMJBpU3Cz7VayW6Do51ob7vBPKB2iWtzvaprg6dwAN

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Hello,

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

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

• Could you please confirm your account in the casino is closed? When was your account blocked?
• Could you please clarify in more detail the timeline of events and which evidence you have to support your complaint?
• Since when should the casino protect you? When have you made the deposits in the casino?
• If there is any additional evidence you can share screenshots here, or send the information to my email at tomas@casino.guru

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.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

timeline evidence,

I first requested self exclusion on the 4th of August 2022

evidence attached here & deposit logs

there’s many more deposit logs

around 1061€

on the 9th of august 2022 I reminded them of this self exclusion request

which was never done again,

proof

after a lot of weeks of pain and suffering and huge financial loss,

finally on the 17th of September 2022 my account was self excluded

I told the support team I wanted to self exclude indefinitely,

and that’s the chat logs

afterwards I was able to make numerous amounts of deposits over the course of a couple of weeks

this has caused me a lot of pain and suffering and I seek compensation for my damage

May I input, the account got closed on the 17th of September 2022

but I suffered heavily losses between the 4th of August 2022

despite many many many EMAILS and chat logs showing my many self exclusion requests.

the initial refund I was asking was €1061.

im now asking for €2500 for 3 years of total ignorement ,psychological damage as I was admitted to an A&E For severe mental health issues that this has caused me, they have completely ignored me since the account was closed

Hi Tomas I hope you had a good Christmas,

james from Roobet contacted me and said they will leave you analyse everything and come up with a verdict,

so we are getting somewhere,

if we can achieve my result of a refund of €2500,

it was originally €1061 but I think it’s right that because of what’s happened over the course of the years has been a nightmare for me, seeking counselling ,getting into debt and other things that would compensate me and rectify and resolve this.

also Tomas I hereby legally if they meet the terms of the €2500 refund, I will complete any NTA (no contact agreement) between myself and Roobet and will never bring this up again.

if you can let them know my SOL (Solana crypto wallet address for the refund)

is 6rVMJBpU3Cz7VayW6Do51ob7vBPKB2iWtzvaprg6dwAN

I can attach any counselling fees, or proof of my mental health diagnosis too that’s led to such a hard course on my life, I believe anyone would just want to be compensated, and take responsible gambling prevention and try lead a normal life and enjoyable one too,

that’s my final comment anyway Tomas, if we can find a decision so James from Roobet can see this, Thank you.

Thanks for the detailed explanation.

We can only ask the casino for a refund of the money that was used for gambling if you informed the casino about suffering from gambling problems and the casino failed to protect you. We don't pursue cases claiming damages outside of what was spent by you in such situations.

If you requested a permanent self-eclusion without giving any reason and continued to be active before it was processed, we might not be able to assist you.

Please let me know if there is any evidence that you informed the casino about suffering from gambling issues at that time.

Send the information to my email at tomas@casino.guru for review, or post screenshots here.

Thanks in advance for your reply.

Tomas, I beg you to see my point, I have chat logs asking for a permanent indefinite self exclusion,

in Roobets terms and conditions clause

7.6. For how long can I Self-Exclude?

You can exclude yourself for a maximum period of 5 (five) years or permanently. You shall identify the time you want to be self-excluded upon request.

Please keep in mind that the Self-Exclusion is permanent for your chosen period. The exclusion will not be undone for your own protection unless you complete a multiple-step process during which your mental state will be assessed to ensure you are in a state of mind that allows responsible gambling. Please understand this evaluation will take multiple days and can only be done by reaching out to the Roobet Support team

that chat log was dated Aug 9th 2022 I think requesting a permanent indefinite exclusion is a valid reason for gambling behaviour, and then take a look at roobets Account exclusion acknowledgement email

on the 17th September 2022 (OVER ONE WHOLE MONTH)

I think reimbursement of deposits made should be reimbursed then

and a final settlement of reimbursement of deposits in that period €1 thousand and 61 euros to be refunded,

i am definitely within my right to ask for the losses but I’m not asking for mental compensation anymore

I will create a timeline for you to understand

SS1 - contacting Sam on the 9th of August 2022 on live chat requesting a permanent self exclusion request indefinitely, and Sam acknowledging my request

SS2 - an Email response from Roobet telling me my account is now self excluded.

so explain to me how is it possible to deposit €1061 from that period a whole month.

Permanent self exclusion indefinite requests should be acted on quickly not a whole month. A refund of my deposits from that period is what I’m only seeking now. As that’s fair! If my request was acted upon more quickly I wouldn’t have been able to deposit more!

my final statement, A clear Statement

of An Indefinite Self Exclusion request

after this request. Within atleast 24 hours should a indefinite exclusion request be applied which means the account is permanently excluded,

there is no justification for my account to remain active until the 17th of September when the request was made on the 9th of August 2022

this is clear failure of responsible gambling system that affected me and put me at a loss of €1061.

the deposits refunded in that period is the only thing I’m rightfully seeking

this is fair and square

I want Roobet contacted please

I just want my €1061 refunded for taking a whole month to apply a Permanent indefinite exclusion for losses

Hello AshamedJaguar194,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Sadly,

We are unable to conclude that the casino ought to have protected you from further play based on the requests you made and information you provided; therefore won't be able to pursue a refund request on your behalf. Disclosing gambling issues is a sufficient signal for the casino to protect you, and if the casino fails to do so, we may pursue a refund. Since similar information wasn't made available to us, there is little we can accomplish this late into the incident.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.