Roobet Casino - general discussion (page 3)

Could you please inform our complaint team about that and ask the question in the thread of your complaint, so they can help you with it?

Let us know about the outcome, though, we would like to know everything about it.

I have certainly experienced the greatest injustice from the site, which has destroyed my life, and here is the evidence. On April 27, I requested a exclusion from the casino section. I continued betting on sports only due to losses, and they told me it was unavailable. I then asked to set small loss limits in order to avoid further losses, but the request was refused. I also requested to set deposit limits, which was again unavailable. Unfortunately, due to this slow lack of control, I lost all my money and my life. When I returned to the GURO casino community, I found that it supports maintaining a safe gambling environment, including responsible gaming measures like deposit and loss limits, betting limits, and exclusions. It’s alarming that when I read the terms of the licensed authority, Curaçao Gaming Control Board (GCB), it states in Section 8, Paragraph 3, that the licensee must provide these options. I have faced the greatest injustice that has destroyed my life.

https://portal.gamingcontrolcuracao.org/page/license-conditions

Hi, I'm sorry you got yourself into such an unpleasant situation. You made a good move by also filing a complaint immediately and I am curious to see what the end result will be. 

Responsible gambling should be taken seriously by casinos and it's a shame that some still don't. What did the casino say to you as a reason for not allowing you to deposit and loss limit? Is there something why the casino didn't want to do that?

Thank you for your reaction, Sir Jaro .

Yes, the website told me that deposit limits cannot be applied. Loss limits and exclusion from the Casino section. I sent evidence in a complaint. Gambling sites that do not care about applying the terms and conditions of the Authority. The phrase "supporting responsible gambling" is just writing. It is not applied in a reality and a living example in front of you, sir. 😥😥

And did they tell you exactly why the limits cannot be applied? I find it quite strange if they have that option and it can't be done.

But just to clarify everything. What you sent are the general conditions of the licensing authority, yes? So does the casino have these options on the website to set the limit? Do their Terms and Conditions mention it?

They said they do not have these options, sir. In a complaint, I sent a conversation with their response of 'unfortunately.' Additionally, these tools are globally recognized and even supported by Casino Guru in providing player protection tools. However, simply stating 'we can close your account entirely' does not reflect responsible player care. A responsible player should bet within their means with protection provided by the site. For example, if I set a loss limit of $500 in a game, I wouldn’t lose $600. The regulations are clear in emphasizing this necessity. Due to this negligence, the site caused me significant losses in the casino section, sir.

• The committee emphasizes the need to provide a safe environment, gambling tools, and not allowing players to incur negative balances. I informed the site multiple times that I lost all my money in the casino, yet they did nothing. Where is the protection, sir? I have other evidence that I will present in my complaint.

Yes, that's why I asked you if there is a possibility to set limits on the casino website. I know that casinos do not always have it and you would be surprised how many do not have such a thing. Just because the license says they should have it doesn't mean the casino does. So let's say that's why they didn't give you a limit. 

Did you also ask the casino for self-exclusion or not? I think from what you wrote to them, it might make them suspicious that you probably don't have your gambling under control and if you tried to close your account and nothing happened, that would be pretty sad.

However, everything will have to be sorted out by our complaints team as they are the experts in this area.

I hope we can do it. 

Sir, I truly apologize, but the correct term is 'licensing terms.' Gambling sites have their own terms, and if they violate them, they will certainly face consequences. Likewise, licensing terms are important. As you mentioned, if they are not binding, what is the point of having terms and conditions? Additionally, refer to paragraph 8 where it clearly states that the word 'must always be granted' is used.Players must be given .

And if a site claims, in one of its complaints with customers, that it is an ambassador of responsible gambling, do you think, sir, it truly is? Look at the simplest player protection tools that it doesn’t provide. I have messages confirming that I requested exclusion from the casino section while continuing to bet on sports only, and I also asked them to apply small betting limits and small deposit limits, but none of my requests were fulfilled. What kind of responsible gambling, sir, is this site promoting? I am truly in the worst condition, and my life has been destroyed, I swear,

unfortunately 😢.



complaints with customers,

I can see from the screenshots that the casino has said several times that they don't have that option. This means that you probably can't set a limit in this casino even if you wanted to. But they suggested that they could self-exclude you, so why didn't you accept this to avoid getting into further problems? I haven't heard that it would be possible to restrict you from the casino and let you bet only for sports. They also offered you a break, so they have some responsible gambling tools and tried to suggest them to you. The fact that they don't have a deposit limit or a loss limit doesn't necessarily mean that the casino doesn't respect these things. They have a limited amount of these tools and that's why they offered you what they knew and had. At least that's how I see it, but we'll see what the complaint says. 

Thank you, sir, for giving me your time and for responding to me. I swear, I thank you, Sir Jaro

So, according to your point of view, sir, licensing terms are not important, and some parts can be implemen And the disregard of other tools .

Although your response is harsh, I respect you, and the answer is simple, sir. If you could look at my account, you would see the evidence: my losses and problems are in the casino section. If you go back to the complaint, dear sir, you will find that I sent a form explaining that I cannot control my casino gaming and requested to be excluded from it responsibly. Please note, sir, that I sent the same message to Stake, and they excluded me from the casino section while allowing me to continue with sports betting only. This proves that I know I only have a problem with the casino.

Here is the evidence.

After that, I requested a one-year exclusion, and I have conversations that confirm that.

But there is a clear difference between a site stake that helps players and provides protection and a site that has no means of protection other than to close the entire account.

Additionally, since I requested to be excluded from the casino section, it is the site's responsibility not to leave the product I asked to be excluded from available to me.And anyone who, according to studies, requests exclusion from something does so due to gambling problems.

Surely, the writing expresses my situation. But my condition is bad, and Roobet has destroyed my life; they are responsible, sir.

I wait for a response to my complaint every minute, constantly watching the screen. I spend the whole day checking my email, hoping for a notification from Casino Guru or from the site's complaint department. My hope is to reclaim my rights. Words cannot express my feelings and the difficult situation I'm in,

unfortunately 💔💔 .

I didn't mean to sound like I was harsh or mean, I'm just saying what I think and how I feel about it. 

I would start by saying that I didn't say or think the terms are not important. But it is necessary to distinguish whether a casino has no responsible gambling tools or limited ones. A casino doesn't have to have all of them, but only some of them, so if you want to have a deposit limit for example, but the casino can't set it because it doesn't have that option, but it has other options for example to close your account, then it doesn't mean that it doesn't accept responsible gambling. But I understand what you are trying to say and where you are going with it, and it would be best if the casino had as many of these tools as possible to protect the players to the maximum extent possible.

As for the situation regarding the other casino, this is the first time I've seen it, that they only exclude you from the casino part and you can only bet on sports. If Roobet has told you that there is no such option, then unfortunately the only way is to close the account and play in a casino where it is possible to do so. 

So I certainly sympathize with you and I'm not taking this situation lightly, I'm just trying to look at it from the perspective and the facts that you're writing to me. 

Regarding the complaint, you can see the timer in the blue box and our team has some time to respond. There are quite a lot of complaints, so that is why it sometimes takes longer, and Tomas has to evaluate everything that is necessary, you have to give it a bit of time and be patient.

I believe he will get through to you. 

I thank you, Sir Garo. Unfortunately, you did not fully assess my situation, but only spoke about it superficially.

And as I said, I consider Casino Guru a platform for freedom and expression.

Responsible and safe gambling means protecting the player and providing a secure environment. Account closure does not mean responsible gambling, and this is not just my opinion, but what GambleAware and even Casino Guru say in their 'responsible player' section. For example, if I set a loss limit of $500, I cannot lose $600, and this is protection — it allows me to continue gambling safely and responsibly. When I set a deposit limit of $300, I won’t lose $400. When I set a loss limit of $200, I won’t lose $250. If I am excluded from a section that causes me problems, I won’t lose and destroy my life.

When I say that I lost all my money multiple times in the casino and the site does nothing, this shows disregard for the lives of players and a focus solely on making profits. Additionally, in a conversation with support, I informed them that I would close my savings account and return to gambling with them in February. When the savings account closure was delayed, I sent a complaint to the bank asking them to speed up the process so I could return to gambling, as I had already informed the site that I had lost $36,000. I have email evidence of these communications, which I can send to you.

What kind of protection, Sir Garo, does the site provide? I requested all those options, and they were simply ignored by the site. This is a large platform that attracts thousands of players and ruins their lives, just as it did mine.

According to site **, their responsible gambling tools are limited to self-exclusion and a "TAKE A BREAK" period. However, both of these options essentially serve the same function—disabling the account. Taking a break from gambling simply means having a deactivated account, and self-excluding for a month or a year . In the end, both options—self-exclusion and the cool-off period—serve the same purpose and have the same function disabling the account. .

I thank you for giving me your time, Mr. Jaro. This means a lot, I swear to you. I also thank the entire Casino Guru team. Thank you all.

I hope Mr. Thomas puts in the effort to help me. My life is in his hands and he is my only hope. Thank you all from my heart.

Any responsible official with experience in gambling will confirm that the site has provided me with no protection and that there are no responsible players, sir. I requested several options for help, but unfortunately, the site only offers one option, which is to disable the account, and this option does not support responsible gambling. Responsible gambling means continuing to bet responsibly while setting limits on my losses according to my ability and continuing to gamble within my deposits or loss limits. Closing the account is ineffective because the evidence is clear: Casino Guru is filled with thousands of complaints from players who reopen new accounts afetr self - ex and continue to lose. I asked for help to avoid one of the dangers. If a global site, Mr. Jaro, attracts hundreds of thousands of players without any protection, it poses a significant risk. It creates an environment for addiction and destroys players' lives, as happened to me.

As for the first part, I totally agree with you, if the casino had such a responsible tool and you somehow set it up and it didn't work, you couldn't talk about responsible gambling on the casino's part at all. It's a topic we take very seriously, because we try to protect players also with various initiatives and we are not indifferent if such an important thing is not respected. 

Regarding the next part, I have already mentioned that I find it strange that if you told the casino everything in February and they had indications that you were not in control of your gambling, that they did not take action. That would certainly be appropriate in such a case, if you told them that it was not okay on your part. 

Concerning the responsible gambling tools you are talking about, that was exactly what I was trying to say in my previous reply. If a casino has limiting offers and therefore self-exclusion and take a break, they probably can't give you like a loss, deposit limit when they don't have one. And that's why I probably wouldn't play on such a site if it was an important feature for me.

But I also mentioned that Tomas will try to help you as best as he can, and it will depend on our complaints team and also the casino if they have to comment. 

We'll see how it turns out.

You're welcome, we'll try to do our best but I don't want to promise anything in advance. 

I'll be delighted if it's resolved fairly and it works out well for you in the end. 

I recently found out that my 17-year-old son had been gambling on this site for months, spending a significant amount of money. We live in Iceland, where gambling is illegal, and this casino did not require any proper age verification, allowing him to gamble as a minor.

When I reached out to their customer service to explain the situation and request a refund, they didn’t show any concern about allowing an underage user to gamble. Instead, they just told me to "get legal advice." This kind of dismissive response is completely unacceptable.

To make matters worse, I had a similar issue with another casino, and when I contacted them, they immediately refunded the money and apologized for the mistake. This shows that responsible casinos do exist, but unfortunately, this one isn’t one of them.

If you’re thinking of using this site, be warned that they don’t seem to care about following the law or providing proper customer support. I highly recommend staying away from this site, especially if you’re concerned about their legal practices or the safety of your family.

Hi, I asked my colleagues from the complaint team about this situation but I learned that unfortunately we can't help with such cases. It's a great pity that casinos don't have similar things built in right at registration and therefore age verification. That would be a basic thing for me, but I know that not everywhere it is necessary for someone to register. 

However, do you think that if it was a significant amount that you would try to contact a lawyer or something like that in advance? I'm not sure if that would work but at least some consultation might not be a bad thing to have.

I'm sorry about this situation and I hope nothing like this will happen to you again.

No it was maybe like 500 dollars but I sent them an email and their response was "Kindly refer to our previous emails regarding this." The email they sent before was telling me to get legal advice but that is not needed since I know the law so I don’t know where to go from here

Oh I see, in that case there's probably not much to do except to be more careful about these things and maybe try to block sites of a similar nature if possible. 

I'm sorry. 😥