Roobet Casino - Player's account exclusion request has been denied.

To To: Reboot Administration Team Respected 

To support the site for amicable dispute resolution casino.guru

ID : MDRB21

is a user of your platform, specifically playing in the casino section for some time. Unfortunately, I have suffered significant financial losses due to my inability to control my gambling behavior, which has severely impacted my financial and mental well-being. I reached out to your support team and clearly stated that I cannot control my losses, and that the casino is causing me serious problems. I requested that you exclude my account from the casino and allow me to place bets on sports only, as a means of playing responsibly. However, my request was denied..

As an initiative from my side to "play responsibly," as you state in your policy, which encourages responsible behavior and protection from addiction . You should contact us if you feel any betting pattern is causing problems.

1- I requested to be excluded from playing in the casino section because it is causing me significant problems, and you should have engaged with me to understand the reasons, but this was not done on your part.

2- I requested the implementation of small betting limits after being informed that the casino section could not be disabled to avoid greater losses, but this request was also denied.

3- There are no minimum requirements for gambling protection, addiction prevention, or support for responsible gaming on your part. After requesting the implementation of limits on the casino, you stated that it is not available. You suggested that I contact my bank to set limits on my bank card, even though I am betting with cryptocurrencies and do not use any bank or card. 

Roobet's policies have destroyed my life, and I am currently suffering because of your policies. I request the recovery of a portion of my losses. I have sent you a direct complaint, and if I do not receive a response, I will seek a lawyer and take legal action with the licensing authorities. Please engage with me.

Dear w16264370,

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 explain why you insisted on only excluding yourself from the casino section of the website?
• When did the conversation with the support take place and when did you deposited in the casino?
• Is your account currently blocked?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

1- Casino games pose a significant risk for me, and I am unable to control myself while playing. When I realized I had a gambling problem, I requested to be excluded from the casino section as it was causing me substantial losses. However, I was told this was not possible. I also asked them to apply small limits on my account to prevent further losses, as I explained in my communications with the support representative, James. He told me that this option was also unavailable. They then suggested I speak with my bank to apply limits, despite the fact that I have been using cryptocurrencies exclusively since registering. What does the bank have to do with this? This highlights the site's failure to provide adequate protection policies and the lack of even basic requirements for preventing addiction. Your policies have now ruined my life.

2- The conversation with support took place approximately five months ago, around 20 weeks ago, when I initially reached out for help and requested to be excluded from the casino and to have limits applied to my account. During that time, and even before contacting them, I had been actively depositing and gambling in the casino section. However, recently, and just yesterday, I lost approximately $13,000 in the casino. Their policies have destroyed my life.

3 - The site did not take any action on its own; I was the one who informed them that I was in trouble due to my gambling addiction. It was only yesterday, after I reached out to them again, that my account was finally closed. However, this happened too late. My life has been ruined due to their failure to protect me from addiction. I am now requesting compensation from Roobet for my losses, as they failed to protect and assist me, and the communications with support confirm this.

When I realized that I was having trouble controlling my roulette play, I requested the website to exclude me from the casino section, but my request was denied. gcb Regulatory authorities stress the importance of providing a safe gambling environment, supporting responsible gaming, and implementing measures to protect against addiction. These requirements are clearly highlighted in the obligations of operators in Curaçao.

However, when I asked to impose small restrictions on my account to reduce risks, the website informed me that such options were not available. Additionally, the operator does not provide the ability to set a maximum deposit limit and instead asked me to contact my bank to enforce deposit limits. This is unreasonable, especially since I make deposits using cryptocurrencies, which are unrelated to the bank.

This website unfortunately represents a dangerous environment for gambling, lacking even the most basic responsible gaming tools that are mandated by licensed authorities and international organizations. Research has shown that self-exclusion requests are often driven by gambling addiction. Had the website implemented what I requested, I would not have lost my money.

-----------------

I also find it exciting that the casino is now saying I would be compensated if they could show that I disclosed that I had a gambling addiction during my self-exclusion request. Firstly, I did, and secondly, even international studies have shown that 95% of all people who want to ban themselves are affected by problem gaming. So the casino acts as if the wish to self-ban has nothing to do with problematic gaming behavior. That's remarkable! This means: Basically, the casino is aware that every person who asks for a self-ban is doing so for one reason: because they have problems with gambling, i.e. gambling addiction.

Here is the link to the study: https://www.sciencedirect.com/science/article/pii/S2214782920301202#bb0130

1.2. Who self excludes and does it work?

VSE programs have been evaluated empirically in a small number of studies ( McCormick et al., 2018 ; Gainsbury, 2014 ; Verlik, 2008 ). Many of these investigations were not rigorous pre-post evaluations, but rather self-report surveys or interviews with previously excluded gamblers, analyzes of excluded rosters, and epidemiological evaluations (eg Croucher and Croucher, 2006 ; Nower and Blaszczynski, 2008 ; Schrans et al ., 2004 ; for a comprehensive list, see Gainsbury, 2014 ). According to these studies, individuals who self-exclude tend to be Caucasian and middle-aged (36 to 55 years) with an approximately equal use of VSE among men and women ( Nower and Blaszczynski, 2008 ). As many as 95% of them meet criteria for disordered gambling at the time of self-exclusion ( Ladouceur et al., 2000 ). On average, people in this group gamble for 7 to 17 years before making the decision to self-exclude, with older adults (56–79) gambling for a significantly longer period before committing to VSE. The top reasons for seeking self-exclusion cited by the gamblers are gaining control over gambling, needing help, and hitting rock bottom. In addition, older adults also endorse suicide prevention as a primary reason for seeking VSE ( Nower and Blaszczynski, 2008 ).

--------

Cowen's activity confirms chasing losses and gambling addiction, starting with a $120 loss at 7:15,2024/09/15 leading to doubling the bet in the same game and resulting in losses of $12,584 in just a few minutes.

Responsible player tools and player protection urged by Casino Guro and regulatory GCB

Thanks for the update and explanation.

Have you asked the casino to refund you the deposits from the last 5 months already due to casino not protecting you from gambling? With what result?

Thank you, Mr. Thomas, for your response.

I sent them a complaint five days ago, but I have not received a response. James, the person in charge, does not acknowledge the mistakes and responsibility of the site in ruining my life.

When gambling companies sign a licensing agreement, they acknowledge that their priority is to ensure and provide a safe gambling environment and to assist players with their gambling activities. Additionally, they recognize that the well-being of their customers is more important than anything else And to ensure and support responsible gambling for players.

The website does not provide any protection measures. In addition, i contact the organization gambleaware.org, whose logo appears at the bottom of the Roobet website, was informed them of my peoblem with roobet. They asked me to assist me in filing a complaint with the licensing authority after learning that Roobet is licensed by the GCB. There are no betting or loss limits as I requested, no exclusion from the casino section, and no response to my concerns. They did not implement deposit limits to prevent losses either. I had informed them in the past that I lost $36,000 and asked them to grant me $1,000. I also told them that I would close my savings account (since I have money in it) and return to gambling with them after closing it and receiving my money. Roobet only cares about profiting from customers and does not enforce the rules and regulations for player protection. This is a serious issue. I will not give up my rights . 

Even the AML procedures were not implemented by the website, despite my deposits exceeding $300,000. According to GCB aml_cft/20240527 regulations, they are required to verify the source of funds. However, they do not apply any of these laws.

I ask the site to help me get my money refund.

Player Protection

To ensure the safety and security of all users, comprehensive player protection measures are strictly enforced under the Curacao License regulations. These measures include robust data encryption protocols to safeguard personal and financial information, as well as strict verification procedures to prevent underage gambling and identity theft. In addition, operators are required to adhere to Fair Gaming practices, ensuring that all games are fair and transparent for a truly trustworthy gaming experience. By prioritizing player protection, operators demonstrate their commitment to creating a secure online gambling environment that fosters trust and confidence among players.

Hello Casino Guro support team and Roobet support team.

Hello sir tomas

Terms and conditions specific to the Curaçao Gaming Control Board (GCB) are outlined in Article 8- 3, stating the necessity of the following :

3. Players must be given the opportunity for self-exclusion for a minimum of six months and to indicate the limits of their gambling behavior in terms of:

a. the maximum amount of time per day, week or month a player can be allowed access to the player interface;

b.the maximum daily, weekly or monthly amounts of money to be deposited into the player accoun; and

c. the maximum daily, weekly or monthly amounts of money to spend through the player account.

Licensees must allow players to be able to set gross or net maximum amounts and must indicate how  bonuses and free bets will be treated in calculating that sum.

Source : Terms and conditions specific to the Curaçao Gaming Control Board (GCB)

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

Despite my requests for exclusion from the casino section, I was told it’s not possible and that the entire account must be disabled. The problem I have is with the casino section, where I lose money uncontrollably, which is why I requested to be excluded from it. The site is responsible for keeping a product I asked to be excluded from. They should have closed the entire account because it’s clear that anyone asking for exclusion is doing so due to problems. My attempts to set small betting amounts and loss limits were rejected, and my attempts to set deposit limits were also refused with the response 'unfortunately unavailable.

A site that operates based on a real-life example. For instance, if I see someone with clear signs of cancer, I should help them. But instead, I won't help them and will let them suffer until they die. This is what happened to me with Roobet support. All the evidence was clear in my request for help, but they did nothing and provided no protection. When my life was finally ruined, they said, 'Your account is permanently closed.' Even if something bad happens to me, the site is to blame. I am asking for help due to the injustice I suffered from the site's management, and I want to recover my legal deposits.

I thank Casino Guru for giving us the opportunity to defend for me, file complaints, and communicate with you, and for mediating in the issue with Roobet. I have additional evidence.

I eagerly await your response. I sincerely hope for my help with my complaint ❤

Feel free to send any additional evidence to my email at tomas@casino.guru

You can provide any context directly in the complaint thread.

I have sent you a message, Sir Thomas. Thank you for your response .

Even international gambling bodies and Casino Guru advocate for player protection. Licensed authorities also confirm in their terms and correspondence the necessity of ensuring player protection and a safe gambling environment. When I requested assistance, there was no help available, as account closure means the end of gambling. Responsible gambling, according to organizations and all stakeholders, ensures a safe gambling environment and the ability to gamble responsibly. Unfortunately, my life has been destroyed.

I hope Casino Guru and you, Sir Thomas, can help me, along with the Roobet team And interact with me .

https://casino.guru/responsible-gambling

https://rg.org/guides/responsible-gambling/safe-gambling-practices

Thank you very much, w16264370, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello w16264370,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Roobet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Casino Guro,

Roobet hereby presents its formal reply to the player complaint.

The player opened his account with Roobet in 12th December 2023 and never mentioned any gambling problem till the 17th of September 2024 when the player contacted our support team and had his account locked due to problem gambling.

For better understanding of this case, please find bellow the historical facts:

12/12/2023 - Account Opening

On this date the player registered his account MDRB21 on Roobet website.

16/09/2024 - 1st Contact

On the 16th of September 2024, the player contacted our support team and exchanged messages shared above by the player. As you can see in those messages, the player never mentioned that he had a gambling problem and only requested to set wager limits or only to close the casino part of the website. At that time the player was informed by our support team that such option was not available but that he could opt to start the self-exclusion process. The player promptly refuse this option.

17/09/2024 - Self-exclusion

On the 17th of September 2024, the player once again contact our support team and clearly mention to have lost control over his gambling and our team promptly closed his account.

Attending to the above, it is our understanding that we acted in the correct manner and that the player complaint shall not proceed. We also checked the player account and confirmed that in between this communications the players hasn't done any deposit on the casino.

Best,

Roobet

Unfortunately, I have solid evidence that supports my complaint, and the response from the site’s administration is completely unjustified, I will write down all the facts in full and upload all the complete records. I kindly request Mr. Michel's website to make them public.

Unfortunately, I am writing this message while feeling completely devastated and unable to put my words together because of the situation Roobet has caused me. The platform has destroyed my life, and they bear full responsibility for it.

I present to you, dear sir (Casino Guru),Michal the facts about how players' lives are being ruined due to Roobet's policies, which focus solely on profit without even the slightest regard for customer protection. The platform has no respect whatsoever, not even 1%, for the international laws that emphasize customer protection as the foundation of any gambling activity.

If all international gambling organizations and even Casino Guru emphasize that the most important thing is to protect players, provide a safe gambling environment, and offer protection, then are they all lying and Roobet is right?

The platform creates an extremely dangerous environment for players. I requested help in April, asking to be excluded from the casino section, and they told me it was not possible. I asked them to set loss limits, and they said it was not available. I even asked for deposit limits to avoid further losses, and they said it was not available. What kind of responsible gambling do they offer? What kind of protection do they provide? Where are the international laws and GCB regulations for player protection?Where was your intervention and engagement with me? Why didn't you block my account? I specifically requested to only bet on sports and to block the casino. Where is it? Where is the policy of supporting responsible gambling for players?

Firstly, I did not inform the platform that I had lost control; on the 16th, I told them that I was going to harm myself. The platform is lying because it had already destroyed my life by then. It was too late. They could have protected me beforehand, but they only cared about profit at the expense of vulnerable players.

Reply : 16/09/2024 - 1st Contact

Roobet irresponsibly and in violation of professional and international laws claims that I did not inform them of my gambling addiction and that my first contact was on 16/09/2024. To start, I must say that their excuse is completely baseless. From the onset, my addiction was evident, and anyone could see that there was a problem. For example, I had an account with Stake, and as soon as I informed them that I had lost all my money in the casino, they immediately blocked my account and took proactive measures to protect me from further losses. Now, look at the stark difference between how Stake handled the situation and how Roobet chose to ignore the well-being of its customers.

It is both strange and unfortunate that irresponsible platforms use the excuse "he didn’t inform us he was addicted." Does this mean they wait for you to destroy yourself and then say, "sorry, your account is now closed"? Where were you when I informed you that I had lost all my money in the casino, back in February? Why didn’t you close my account then?

Chat mars - April -

Multiple communications from me are sufficient evidence of my gambling problems. Just like Stake did, you should have immediately closed my account. But you didn’t do that because Roobet only cares about profiting off vulnerable customers.

February Communication :

Where were you in February when I informed you that I was going to close my savings account Bank after telling you that I had lost all my money IN CASINO ? I even told you, "give me a $1,000 bonus because I will close my personal savings account, use my savings, and return to gambling." Does any rational person do something like that? And the platform told me, "we will monitor your account and activity, and if you lose, we will offer you a 10% cashback.

If someone is showing clear and unmistakable signs of having cancer, like all the typical symptoms, would we let them suffer or die just because they didn’t explicitly say, "I have cancer"? Ignoring all the signs of their illness just because they didn’t verbally declare it wouldn’t make sense.

It’s the same with gambling addiction. In my case, all the evidence in my complaint points to a serious gambling problem. I asked for help, and I contacted the responsible gaming support multiple times, yet all my messages were ignored. They responded by saying, "Sorry, the player didn’t inform us of their gambling addiction until 9/16," which is unjustifiable considering the clear signs.

Messages asking for a bonus, crying in the chat, repeated requests for a bonus, and seeking help from responsible gambling support, yet the site only responds with the phrase, "Unfortunately, this option is not available."

https://casinoguru-en.com/licensing-authorities/curacao-license

CONDITIONS TO CURACAO ONLINE GAMING LICENSE GCB[1]

3. Players must be given the opportunity for self-exclusion for a minimum of six months and to indicate the limits of their gambling behavior in terms of:

a. the maximum amount of time per day, week or month a player can be allowed access to the player interface;

b. the maximum daily, weekly or monthly amounts of money to be deposited into the player account; and

c. the maximum daily, weekly or monthly amounts of money to spend through the player account.

Licensees must allow players to be able to set gross or net maximum amounts and must indicate how  bonuses and free bets will be treated in calculating that sum.

3.      If the GCB believes that there are grounds for suspension or termination it will give the licensee the opportunity to be heard before deciding on suspension or termination, unless the GCB has concerns that players or other interested parties risk serious harm in the licensee continuing to operate or it is otherwise in the public interest.

2.The licensee is prohibited from granting credit to players directly or indirectly, whether or not via intermediary.

3.The licensee  cannot allow a negative balance on the player’s player account.

4.The licensee cannot allow a player to participate in a game of chance if the balance on the player account is insufficient to cover the wager. The licensee may deviate from this requirement only with  the prior approval of the GCB.

Responsible gambling isn't about offering account closure when it's too late. It’s about providing the necessary tools and support so players can maintain control over their gambling habits before things spiral out of control. My repeated calls for assistance were ignored, despite clear signs of a gambling problem. You have failed to provide the protections that the licensing regulations require, and this negligence has led to the total collapse of my personal life. ROOBET bears full responsibility for the state I find myself in today, having lost everything. The lack of adequate support not only endangers me but thousands of other players who rely on these safeguards.

I have sent you the emails, Mr. Michel, containing the conversations since the file only accepts 5. Thank you for your understanding .

Dear w16264370,

Unfortunately, I have to inform you that we can not help you with this case. As soon as you informed the casino directly - meaning you clearly stated that you suffer from gambling addiction, which happened on the 17th of September, your account was promptly closed. It is crucial to clearly state the fact that you suffer from gambling addiction - repeated asking for bonuses does not necessarily mean a player is addicted to gambling.

Let me also point out that the casino offered you a self-exclusion option, as we all could see from the screenshots you provided us in your thread post on the 7th of October.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.