The player from Austria contacted Roobet about a gambling addiction, which led to the immediate suspension of his account. Consequently, he could not access his rewards, including substantial cashback in the Roobet Vault, despite multiple attempts to reach support since July 8th. We reviewed the casino's responsible gambling policies and confirmed that the account was blocked in accordance with these policies to prevent further harm. Rewards and bonuses were not considered real money until wagered. The complaint was closed with advice to seek professional help and use self-exclusion tools.
Roobet Casino - Player’s account has been closed and his rewards are locked.
Amount: $500
Roobet Casino
Safety Index:Above averageSafety Index
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7.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Dear Support Team,
Dear Casino Guru & Roobet Team,
On July 8th, I contacted Roobet's support because my gambling addiction had completely spiraled out of control and I had made very high deposits. Despite the fact that Roobet operates illegally in Austria and lacks any mechanisms to identify potential gambling addicts or problem gamblers, I contacted them regarding this issue. The result was an immediate account suspension - I didn't know my account would be locked instantly; I thought at least the deposits would be frozen until the matter was resolved. That wasn't the case.
Now, I don't have a problem with the account suspension. My real issue is that I had rewards on my account - I'm referring to the Roobet Vault (new loyalty system), Weekly & Monthly Rewards. I had deposits/losses of over €10,000, so the cashback amount would have been substantial. I had already seen over $320 in the Vault, which can be accessed every 8 hours with the new system.
Unfortunately, I no longer have access to it and all my rewards are now locked in the account. Since July 8th, I have been writing to Roobet support almost daily but I am either ignored or given false statements.
The fact is: I contacted Roobet with a complaint, they locked my account without warning - my Roobet rewards are still there, and I have no access to them. Roobet is not cooperating and refuses to pay out my rewards.
Automatic translation:
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4 months ago
Dear yuhanongabor,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Did you have any real balance in your account when you requested self-exclusion? Or are the bonuses and loyalty rewards the only balance you had?
Please bear in mind that bonuses and loyalty rewards are basically gifts from the casino, and if you have unfinished wagering, they are not considered real money.
I hope we will be able to help you resolve this case as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
Translation
Hello,
These are rewards that were not yet directly in the balance. However, these rewards can be paid out without bonus conditions, all you need to do is click on the button. Well, since I didn't know that my account would be blocked immediately, I didn't have this option. If my account had not been blocked, but only the bets or deposits, for example, I would now have around 500 USD (possibly more). And that's exactly the point - I didn't ask for an account block.
Automatic translation:
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3 months ago
I have checked the responsible gambling section of Roobet Casino and this is what I found:
How to Request Self-Exclusion?
If you wish to self-exclude yourself, please message our Support Team through live chat or e-mail support@roobet.com, which will exclude you immediately.
For how long can I Self-Exclude?
You can exclude yourself for a period between 6 (six) months and 5 (five) years or permanently. You shall identify the time you want to be self-excluded upon request.
Please keep in mind that the Self-Exclusion is permanent for your chosen period. The exclusion will not be undone for your own protection unless you complete a multiple-step process during which your mental state will be assessed to ensure you are in a state of mind that allows responsible gambling. Please understand this evaluation will take multiple days.
What happens during self-exclusion?
During the "Self-Exclusion" means that you exclude yourself from the website and you will not be able to log into your account and you will lose the all the progress that you have achieved on the Website. In case you opt for a permanent self-exclusion, your account will be blocked permanently and you will not be able to access your Account or create new Accounts at Roobet.
Please understand that the decision of the casino administration to block your account after you informed them of your gambling addiction was in accordance with responsible gaming policies. When a player mentions gambling addiction, it is the casino's duty to take immediate action to prevent any further potential harm. This policy is in place to protect players and to ensure a safe and responsible gaming environment.
I understand that you had rewards and bonuses in your account that you wanted to wager and possibly win from. However, it is important to note that rewards and bonuses are not equivalent to real money until they have been successfully wagered and converted into withdrawable funds. The winnings you mention are therefore only theoretical until the wagering requirements are met.
The primary goal of the casino's responsible gaming measures is to ensure the well-being of their players. By blocking your account, the casino is taking a proactive step to help you manage your gambling behavior and prevent further potential losses, which could exacerbate your addiction.
We know it can be disappointing to lose access to potential rewards, but this action was taken with your best interests in mind. The casino's priority is to support players' health and safety, even if it means making difficult decisions like closing an account when gambling addiction is disclosed.
I would like to call your attention to our Self-Exclusion Assistance Tool. This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. 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.
