Roobet Casino - Player's account access is unrestricted by casino regulations.

To the Casino Guru Dispute Resolution Team,

I am submitting a formal complaint against Roobet due to their ongoing failure to enforce responsible gaming practices, self-exclusion protocols, and jurisdictional compliance. Despite being a U.S. resident, I was repeatedly allowed to access and gamble on Roobet’s platform. Roobet did not perform the necessary KYC checks to prevent players from restricted jurisdictions from playing, instead allowing individuals like myself to bypass these requirements with ease. This oversight demonstrates a blatant disregard for regulatory standards and player welfare, leaving me, a self-identified problem gambler, vulnerable and exploited.

As a U.S. player, I should have been restricted from accessing Roobet entirely, but their lack of adequate KYC protocols enabled my continued use of the platform. Even when using a VPN, it is Roobet’s responsibility to implement robust safeguards that prevent restricted players from joining, which reputable platforms typically enforce with clear measures. However, Roobet chose to turn a knowing blind eye to my access, disregarding both jurisdictional boundaries and self-exclusion protocols that should have protected me.

I have made multiple self-exclusion requests with Roobet due to my gambling addiction, expecting them to act in good faith. Instead, Roobet allowed me to repeatedly open new accounts without any verification process, despite their knowledge of my prior exclusions and high-risk status. This failure to enforce both self-exclusion and jurisdictional restrictions is a severe breach of responsible gaming and consumer protection standards, causing me significant financial, psychological, and emotional harm.

The fact that Roobet continues to allow U.S.-based players to access their platform despite legal restrictions and regulatory guidelines shows a pattern of negligence. By knowingly permitting restricted players to continue gambling, Roobet is in violation of industry standards and is willfully exposing vulnerable individuals to harm. This behavior suggests a disregard for the safeguards essential to player welfare, and I believe their actions should be scrutinized by regulatory bodies.

Given the substantial harm I have endured as a result of Roobet’s neglect, I am requesting Casino Guru’s assistance in urging Roobet to issue a full refund of all deposits made under my accounts. This resolution is necessary to address the severe impact of their irresponsible practices on my well-being.

Thank you for your attention to this matter. I trust that Casino Guru will take into account the gravity of Roobet’s disregard for regulatory compliance and responsible gaming, holding them accountable for the substantial harm inflicted on players like myself. Please let me know if any further documentation or evidence is required.

Dear Charamsd,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Have you completed KYC verification for all the accounts you created in the casino?

Are you currently able to access any of these accounts?

Thank you very much in advance. 

Best regards, 

Dominika