The player from Germany had closed her account at Nova Jackpot due to gambling addiction and later opened an account at Roby Casino, losing approximately 1,500 euros. She questioned whether Roby Casino should have permitted her account creation, given her self-exclusion at Nova Jackpot, which was part of the same provider. The issue was resolved as the complaint was rejected following the player's explicit request to close it, acknowledging that she had only requested self-exclusion from Nova Jackpot and found no connection with Roby Casino.
Roby Casino - Player questions account approval after self-exclusion.
Amount: €1,500
Roby Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Other
REJECTED
Case summary
2 days ago
Public
Public
6 days ago
Translation
Hello, I have a question. I had an account at Nova Jackpot, which I closed because of gambling addiction. After that, I received an SMS from Roby Casino and unfortunately succumbed to the temptation to open an account there, losing about 1,500 euros. Now, I have learned that Nova Jackpot & Roby Casino belong to the same provider, and I'm wondering whether Roby should have allowed me to open an account, even though I had self-excluded at Nova Jackpot due to gambling addiction. I would appreciate your assessment. Thank you very much.
Automatic translation:
Public
Public
5 days ago
Dear zeninosilla,
Thank you very much for submitting this complaint. I am truly sorry to hear about the difficulties you’re experiencing.
- Did you inform Roby Casino about your gambling addiction and explicitly request to be self-excluded?
I have checked the Responsible Gaming section on the casino website and this is what I found:
Self-exclusion request: you can contact Support Service Team via e-mail: support@robycasino.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Additionally, I could not identify a direct connection between Roby Casino and NovaJackpot Casino. Unfortunately, if you did not request self-exclusion from both platforms individually, we cannot ask Roby Casino to refund your lost deposits.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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 48 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 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
