casino roobet violation of responsible gambling policies.

I sent a message to Roobet Casino asking delete my account forever due to self-exclusion and gambling problems. I clearly requested that they close my account and not allow me to continue gambling.

Roobet ignored my request. They did not close my account, and I was able to keep gambling and lost money after I asked them to delete my account.

This is a violation of responsible gambling policies.

I am requesting a refund of the money I lost after my self-exclusion request.

Roobet has not responded or taken any action.

Please help me recover my losses.this was 23 weaks ago when asked them for deleting,yesterday i sent them for deleteng and refund money pr now i will complain they wuickly delete and they dont refund money back i have screenshot they dint close my account and ignore

this is big lie they nothing send rhey ignore my request for deletiont

This must be hard on you, and I hope that our complaint team will be able to help you out with this issue.

I can see that Tomas has replied to your complaint and asked also for some additional information from you, so I really hope it will be dealt with soon.

thank you very much❤️God bless you❤️

I asked Roobet to permanently delete my account and self-exclude on 24 weaks ago and not one time!

They later claimed I didn’t confirm, but that is not true. I clearly requested account deletion and self-exclusion.

They kept my account open, and I lost over 5000usd after that.

I believe Roobet failed their responsibility for responsible gambling and misled me.

I am requesting a refund for the money I lost after my deletion request and for my account to be closed permanently.

p.s they have my request for self exlusion but they not showing this email.

first of all they nothing send me!second when support chat ask me for close 48hours i answer not,close forever

I wanted self exclusion becouse in this casino win is impossble i lost alot of money,time,nervouse please dont olay this casino if tou want stay safe❤️

Hi Annukki777,

Thanks again for being open about your experience, we know how frustrating it must feel.

I had a chance to review the message Roobet sent you, and it seems that when you asked to "delete your account forever," they followed their standard process and placed your account into a temporary cooling-off status. That’s a short waiting period (usually 48 hours), during which you are expected to confirm your decision in a specific way. Since there was no follow-up from your side, the account reopened automatically—which is standard in many casinos unless a clear self-exclusion request is made. Hence it is important to read each casino's terms precisely.

I understand that you feel you were not heard properly. But for self-exclusion to take effect, it needs to be clearly stated and usually includes a mention of gambling-related problems. Saying you want to delete the account due to lack of winnings, while totally valid from your perspective, unfortunately doesn’t fall under responsible gambling policies unless further context is added.

If you feel your original message was misunderstood or if you have proof that you mentioned self-exclusion or gambling problems earlier, feel free to share that with us through the complaint, please. I believe Tomas showed you what the proper request looks like; I suggest you use it in the future. Thank you for your understanding.

I send them close my account foreverr I am self exlusion this was next step by chat support I dint have email,when I told close account foreever ryounkill familly and people normalu casino quicly clise forever this first siglt person is self exlusion

Hello, I understand that, but believe me, Tomas and I explained the difference and the need for cooperation. I did not say that to oppose you but to help you understand this is not what self-exclusion looks like, so in the future you may with better knowledge.

Did you send the proper request as Tomas instructed you, please?

"I would recommend that you send another request, but this time, include me in the copy of your email."

firts of all they lie becouse i send them request cloes my account forever I am self exlusion,after they ignore me and not send me nothing,second time second lie after my request clise my account flrever they didn cool down my account!third one they ignore my letter by email and not show you Mu request about self exlsuion,my chat by support when i send clise forever they say we can cool dawn i sen not block close forever you kill people and familly this first sign person is self exlusion I olay another casino when i say close forever they quickly close casino terms and condition,roobet mak this lie formula we cool danw autimatic reopen why reopen when person send you close forever it means close forever

roobet make this violation becouse they knows nobody can take hand them becouse gamblers dont have their rights becouse they rubber people esily always they anser fir aeveruthing we cool dawn I olay another normall casino I this probem never been when persnon want delete they delete

Dear,

Try to focus on closing the account; you can then complain about their lies. When you try to get refunds because the casino did not close your account, I believe closing it should be your primary goal. Please concentrate on that.

here is the example:

"Greetings Roobet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Tomas will explain the rest later.

y previees sms was my email close I am self exlusion but 24weaks agi and maiil already deassapier this first sign you must delete quickly waht frozen,cool dawnroobet violation

By international standards and licensing conditions (including Curaçao where Roobet is licensed):

🔸 The casino must act immediately (or within a few days) when a player asks to self-exclude or close their account.

🔸 The casino must block access to the account and stop accepting deposits or bets.

🔸 The casino must honor permanent closure/self-exclusion and not reopen the account unless the player gives clear written consent.

🔸 Ignoring or delaying action after a self-exclusion request is a serious violation

this way gamblers never safe his rights roobet casjno akways be right we cool danwn and automaticaly is reopen when they ignore sms and not show proof documents

Dear, you did not ask for self-exclusion. You just said you want to close your account forever. Please stop with the ChatGPT and concentrate on the instructions you were given. Self-exclusion applies differently when there is no gambling issue mentioned on your side. You have been mixing those two scenarios together.

Honestly, you won't get far with that approach. Please think about everything I wrote to you. It is for your own sake.

this first sign you person is self exlusion You must delete quickly you kill families and peopl

how I see gambler dont have they rights casino makes sutuation they are always right becouse they make this big violation ignore and easily say they didn send exept and we reopened this big lie but God see everything life too short people who make this big lie life bumerang

I say that again: This is not a self-exclusion request.

This is:

"Greetings Roobet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Can you see the difference, please?