Roobet Casino - Player’s account has been re-opened against responsible gambling policy.

On January 26th, 2024, I had requested (after several attempts) to have my Roobet account permanently closed and deleted.

Despite having my account permanently deleted, on May 6th, 2024 I was able to create a new Roobet account. Over the next few months I sustained heavy losses, and realized I was dealing with a gambling addiction. On July 2nd, 2024, I therefore requested my account to be permanently deleted. After receiving no response, I requested a permanent exclusion on July 3rd.

A few weeks ago, I was drawn in again after watching a few gambling streamers, and made a request to open my account on August 21st. Despite this explicitly being against your "responsible gambling policy", my account was re-opened on August 26th. My 2FA security was also disabled on August 30th. Since then, I have fallen back into my addiction and lost around $11,000 in a matter of a few days.

I would like to make it clear that I take full responsibility for all the losses before August 21th. While devastating to my financial situation, they were important to acknowledge that I was struggling with a gambling addiction, and I made the first step in closing my Roobet account.

Despite requesting self-exclusion and deleting my account being very difficult, and requiring multiple emails to support. Re-opening my account was extremely easy, and the complete lack of responsibility for responsible gambling by your support only aided towards relapsing and being allowed to gamble again. And I feel that my recent losses and fall back into my addiction is a direct result due to the lack of care by your support.

I am reaching out to request your assistance in addressing this situation. Given the circumstances surrounding my self-exclusion, I would appreciate your guidance on how we can proceed with recovering these losses.

Please note that the disputed amount is listed in USD, as that's what's displayed on Roobet. However all the deposits where in LTC.

Dear voyager1savanna,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the self-exclusion instructions and I found this:

SELF-EXCLUSION

If you are concerned about your gambling behaviour and believe or feel that you are at risk of developing a gambling problem or if you have a gambling problem, Roobet advises you to consider entering a Self-Exclusion.

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.

Could you please forward me the message in which you informed the casino about your gambling problem clearly and followed all the listed instructions? Do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Thank you for your reply, voyager1savanna. Could you please clarify when exactly you informed the casino that you had a gambling problem for the first time? Based on the provided documents it seems that it was on September 4. Is that correct?

Also, do I understand correctly that your account was closed on September 5?

Hi Kristina, you're correct that September 4th is the first time I've explicitly mentioned this to the casino itself. You are also correct that my account was closed on September 5th, which I don't think means anything after 2 previous closures.

Before that, I had taken the correct actions myself, and:

• On 27 January 2024; requested a permanent self-exclusion and account deleted
• On 21 June 2024; Mentioned to one of the VIP hosts that my activity had declined after substantial losses
• On 4 July 2024; requested another permanent self-exclusion

I understand that I never explicitly mentioned my gambling problems, however I do think that the casino should've had more guardrails in place to avoid a scenario like this. It shouldn't have been possible for me to even create a new account after being permanently self excluded.

I also believe that my account should've been flagged after mentioning my losses to my host, and requesting a second permanent self-exclusion.

The casino seems to hide behind the idea that a simple questionnaire is enough to evaluate a player after a permanent self-exclusion. Even if they believe that's the case, there should've been monitoring in place to flag an account after multiple deposits and substantial losses in a short period of time.

Thank you for your reply, voyager1savanna. I am sorry to disappoint you, but for us, the reason behind self-exclusion or account closure is the most important information that defines how we proceed and what we believe players are entitled to. We believe that you would be entitled to a refund only if you informed the casino about your gambling problem in your first self-exclusion request. Only in this instance is the casino obliged to close the account and refund deposits if they were made after the request.

Your account was closed in a reasonable time after you mentioned gambling addiction, therefore, we think the casino acted correctly. At this point, I can only recommend how to self-exclude properly the next time. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/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.

Lastly, 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).

Due to the aforementioned reasons, 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.