Roobet Casino - Player’s accounts have been closed but allowed to reopen.

Hello in like 2020 or 2021 i haved a account on roobet with username Pokemon55 i have lost around 3000$ in that account and i have deciced to request for pernament ban without chance for unban because i had gambling problems addiction they banned my account but after day two i asked for unban and they gived it to me? i just needed to say im no longer addicted to gamba how i can fix the gamba problem in 24 hours? after i lost more i took requested a ban again in 2023 like december i created a new account without any problems NO VPN same google chrome no cleared cookies or whatever and i lost again more than 10k$ on that account i requested again a perma ban and i clearly stated i have gambling problems they banned me again and after 30 minutes i go to roobet and i was able to open new account with same informations for kyc and able to deposit? on this new account i have lost 200$ i would like to request fully refund of my losses because the casino didnt do their job i have 2 banned accounts and im able to create new accounts and gamble again ? how

also i have other few accounts where i deposited small amounts and lost every time and i just want to say on these accounts in the kyc menu where it ask for like name phone number street country i put like aufuwahfwauh ajawfaij and it was accepted and i didnt had any problems depositing? like how u dont even care for people who said they have gambling problems and continue to take their money

i have provided u with a photos where it says account locked i have all proof about everyting just lemme know what more u need

I just request to be completly banned from this casino and fully refund of my deposits or atleast 70% of it

Dear Hatchkler,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roobet Casino.

First, let me emphasize that opening multiple accounts in almost any online casino is strictly prohibited.

Second, please understand that circumventing the casino's block by entering incorrect or incomplete personal information will mean you won't be protected. Also, entering unverifiable personal information is considered misleading to the casino and a breach of its rules and will give any casino the pretense of confiscating any balance on that account.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino about your gambling addiction and requested a self-exclusion of any of your accounts due to gambling addiction?
• Could you please share proof you requested self-exclusion due to gambling addiction? My email is tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello i want to inform u that Roobet.com allows people to open new accouns how much u want and they dont care u just need to use diffrent Affiliate codes of streamers and u are good

I have not used a diffrent names or stole any informations by someone and told that to roobet

How do they accept if i make account and deposit thousand but in the kyc menu where it ask for informations about me i have put first name jaijfwafjawi second name aiwfwaijf streat of living ajifwajfiaw country auhhwau

how is that acceptable?

Yes i have requested on my first account first i asked for pernament ban without option for unban and they gived me a ban but day /two after i asked for unban and all i needed to say its im not anymore gambling addicted how is that okey? how can i be not gambling addicted after two days after i lost more on that account i have requested new ban and said im gambling addicted i dont want my account to be reopened ever

On the second account after i lost more than 10000$ i asked for ban and i have told them im gambling addicted and if u dont ban me im goona lose everyting that i have they banned me

but i was curios are they really serious and after 30 minutes of the ban i was able to open new account with the same ip adress same google profile (cookies and everyting ) same informations on kyc menu

I will send u every proof shortly after this reply to your email Thanks

Hey i have send u email 5 hours ago with all the proof i have have u received it ?

I just requested unban on my first account which was banned TWICE and i have clearly said to them i want a ban without options for unban and i was just given a unban ? wow



They goona do everyting so i came back and gamble /lose more

Thanks for your patience.

Please understand we believe the casino is obligated to protect you only if you inform them about gambling problems or addiction.

The casino's rules regarding multiple accounts state:

4.11. You warrant to not have an existing Account on the Website, neither active nor banned. If you are uncertain if there is a connected/linked account, please contact our support team for assistance.

By creating a new account while you already have existing accounts you break the casino's rules.

If you informed the casino about struggling with gambling problems or gambling addiction, it's not apparent from the communication you provided so far.

If there is any communication in which you informed the casino at any time you have a gambling addiction or gambling problem please forward it to me.

Thanks in advance for your reply.

I found this email and look they do not send the whole conversation with the support agents only 1 message to the email this was long convo with the agents i was arguing about so low monthly with my wager and they just send me one message as sars to my email

She just told me that i can continue gambling/open new account while IM SELF EXCLUDED on my first account and im free to open new account and continue with gambling how does this not broke any rules or tos if player is self banned excluded that means he got gambling problems and wants rest of gambling but he can freely open new account and avoid this ban and continue gambling ? wtf is this

Just found this from this complaint

https://casino.guru/roobet-casino-player-s-account-has-been-re-opened

The agent Krisitina found this on their tos

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.

So how i was unbanned after few days of my ban? i talk about the account with username Pokemon55 my first ever account here at roobet i asked for self ban and i was given unban after few days? and they say its minimum 6 months of ban????

I just received unban on my first account with username Pokemon55

Pokemon55

Joined Date: 07/30/2019

On this account i have loss of 1500$ i received two times ban and i just received unban and i have clearly stated in my last time asking for ban i want a ban without options for unban? why i received unban ?

First time asking for a ban clearly stated i request perma ban that means forever? right? i got unban after 3-4 days here screenshot

Second time asking for a ban again clearly stated asking for pernament ban without options for unban

And i just received unban again?

Not only that I have filled kyc level 1 with my own personal name /last name and i was banned on this account with username Pokemon55 self excluded but i was able to make new accounts and continue gambling? im not sure if i have put my real informations on the account on which i lost 15k$ but on my third one where i have like 600$ loss now i have put my real info so why did roobet didnt ban it after i put my real informations?

Here screenshot of Pokemon55 with kyc details



And here is from the current account on which i play

WHY are players allowed to create new account and play if they are self excluded on their other accounts?

here as proof that i received unban

Thank you very much, Hatchkler, 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 Hatchkler,

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 Guru,

We hereby acknowledge the above complaint and present our formal reply to the same.

Pokemon55

The player opened the account on Jul 30, 2019 and for multiple times requested to have his account banned and re-opened as per the screenshots the player already shared with you.

As you can see in all of the screenshots provided by the player, the same as never mentioned that he had a gambling addition or any gambling problem, he just requests to be "banned". Accordingly, the banned / closed account process was adopted and not the self-exclusion process since the player never mentioned "gambling addiction".

Furthermore, if we look at the tittle of the e-mails sent by the player "Ban", "Unban" or "I request perma ban I don’t wanna play on scam casinos", we can also see that the player was only requesting to close and not referring to any gambling addiction.

Self-Exclusion

As mentioned above, the player never requested self-exclusion, but just for its account to be banned / closed. Unfortunately, due to human error, when the player requested to re-open the account, our Support team adopted the responsible gambling process instead of the regular re-open account process, which created the misunderstanding in the communications, giving the impression that the player requested self-exclusion when that was not the case. The first time we received a communication from the player confirming he had a gambling addiction was in his recent communications that the player attached to this thread.

 

Multiple Accounts

As mentioned in our Terms of Service, we do accept multiple accounts as long as the player does inform us about the same and does not have an account closed due to gambling addiction, fraud or have abused our casino. In this case, since the player never mentioned his gambling addiction the same was allowed to create multiple accounts. However, looking at the player communications in this thread, the player as willingly tried to misuse the multiple accounts to abuse of our casino.

Conclusion

As per the above, it is our understanding that the player is not entitled to any refund since he did not request for self-exclusion and tried to misuse the website trough multiple accounts.

Pokemon55

The player opened the account on Jul 30, 2019 and for multiple times requested to have his account banned and re-opened as per the screenshots the player already shared with you.

As you can see in all of the screenshots provided by the player, the same as never mentioned that he had a gambling addition or any gambling problem, he just requests to be "banned". Accordingly, the banned / closed account process was adopted and not the self-exclusion process since the player never mentioned "gambling addiction".

My anser : I have two times asked my account to be banned PERNAMENTLY and in the second time i have clearly stated without option for unban and u still gived me a unban ? why?

Self-Exclusion

As mentioned above, the player never requested self-exclusion, but just for its account to be banned / closed. Unfortunately, due to human error, when the player requested to re-open the account, our Support team adopted the responsible gambling process instead of the regular re-open account process, which created the misunderstanding in the communications, giving the impression that the player requested self-exclusion when that was not the case. The first time we received a communication from the player confirming he had a gambling addiction was in his recent communications that the player attached to this thread

My anser : Error two times? two times i was given the 5 questions for gambling problems to anser them so i get unban

Even after i told u have gambling addiction on the account on which i lost over 10k$ i was still able to open and play on another account with the same Ip adress dont tell me u dont check the ip adresses and u can easy check if that is vpn ip adress or regular one so why u didnt stop me to play on the third account? ( which is not banned after u saw this complaint with 30$ in rewards to be claimed )

Conclusion

As per the above, it is our understanding that the player is not entitled to any refund since he did not request for self-exclusion and tried to misuse the website trough multiple accounts.

I asked for perma bans two times on my first account and i have clearly stated i want them to be pernament which means forever? but no u gived me unban twice

second account on which i have lost more than 10k$ after i lost that amounth i told u im gambling addicted and u banned me and i was able to open third account with same ip adress and didnt had any problems? and in all of the account i have same kyc details so dont tell me u didnt know its me u can find me by my kyc details and same ip adress

In my first unban request on pokemon55 i have asked the support try emails 10 times in 2-3 hours my account to be unbanned every normal person would see that im addicted and just wanna continue

So my questions are why did u unban my account on which i have clearly stated i want the ban to be pernament and i was given unban after few days and the second time i have again stated i want it to be pernament and withouot options for unban but i was still given unban? this is for the first account with username Pokemon55

Second account happynewyear2024 (somth like that was the username) Why u even accepted me at your casino if i had banned account before? i have put same kyc details same ip adress yes i know i havent told u anyting about gambling problems before this but why u allow people to still gamble if they have banned accounts? your support never mentioned to me that there is self exclude options for bans like on 1 month 6 or 1 year and u dont offer them on site people need to contact u on the emails and u reply after 2-3 days and during that period they can still gamble free?

Even after i have told u about my gambling addiction i was still able to open account with same kyc details and same ip adress how is this possible? (im self banned forever on stake for same reasons ) and when i tried to open new account i havent even put my kyc details yet they banned the account only from the ip adress in matter of seconds but your site cant find my account even with filled kyc details same ip adress for few months and im free to gamble?

Even after i told u have gambling addiction on the account on which i lost over 10k$ i was still able to open and play on another account with the same Ip adress dont tell me u dont check the ip adresses and u can easy check if that is vpn ip adress or regular one so why u didnt stop me to play on the third account? ( which is not banned after u saw this complaint with 30$ in rewards to be claimed )

Regarding this the account is banned i typed wrong i meaned now

As you can see in all of the screenshots provided by the player, the same as never mentioned that he had a gambling addition or any gambling problem, he just requests to be "banned". Accordingly, the banned / closed account process was adopted and not the self-exclusion process since the player never mentioned "gambling addiction".

It is not just to be banned its to be banned pernamently which means FOREVER WITHOUT OPTION FOR UNBAN which means no one can unban me for whatever reason but u still didnt do what i have asked for

self exclusion process? its the same shit i have asked for the ban so that means its self ban? i self excluded myself from gambling on the casino ? i have asked for it

GOOD JOB ROOBET YOUR SYSTEM FOR DETECTING ACCOUNTS OF BANNED PLAYERS STARTED TO WORK TODAY? AFTER MANY PEOPLE OPENED COMPLAINTS THAT U DONT CARE FOR PEOPLE WHO ARE BANNED FOR GAMBLING PROBLEMS AND CAN CREATE NEW ACCOUNTS

HEHEHEHEH

After u responded to this complaint 5 minutes after that i have checked my last account with username newhere23222 and it was banned good job i have checked also the account pokemon55 and it was banned really nice from u thank u

but the problem is that i was able to open new account with same kyc details and ip adress? explain that please

but atleast u catched me 4hours after your system detected it

Here as proof that u needed atleast 3 hours before u detect it and during that period i could still gamble on your site ( i didnt gamble but i was able to gamble if i deposited everyting was unlocked deposits)

Soo the question now is why u didnt block me when i have tried to open the second account on which i have lost more than 10000$ ? its clearly stated here that u found my blocked account with username of pokemon55 on which i have asked for self ban perma?

second question is why u allowed me to create new account even after adminiting that i have gambligng addiction on happynewyear2024 (this is the account on which i lost 10k+) i was able to open third account under same kyc details and ip adress and i have lost there so far around 700$ (the amounth would be over 2.2k if i didnt got lucky on one of my last deposits )

your system for detecting accounts of people who are already banned works perfectly but u dont care only if they start complaining online or it was too nice that i have wagered 250k$ on live roulette in matter of hours and deposited thousands and lost?

one more time good job u finally started doing what u should have done 2 years ago

Huh what i just found your sponsored streamer telling to people to put FAKE informations for kyc if they are from restricted country

any comments on this ?

Roobet Customer Support just confirmed that if player ask for pernament ban (Self Ban)That is same like self exclusion and player is not welcomed to play on the casino with that account or other accounts anymore so the question is why did u allowed me to open new account same ip adress same kyc details and let me lose 10k$ +

And here is another confirmation that the account if player opens while self banned will be closed which in my case was not closed and allowed to play more

This is for the account Pokemon55 and the connection is my banned account for gambling problems happynewyear24 So there is actually connection and u find it very easy but didnt do anyting after i opened the account on which i have lost 10k$+ and i had previosly asked on my first account for self ban or self exclusion how u called it

I just found this complaint from other person but its regarding stake its same situation he ask for self ban pernamently and hes allowed to open new accounts and continue playing with same ip adress and kyc details

here is link

https://casino.guru/stake-casino-player-s-criticizing-responsible-gambling

The player got full refund of his deposits on the second account so i dont see reason why i should not get a refund of my losses on my second and third

.

I have asked 4 very popular casinos and they all think the same if player asked for self ban pernamently hes not allowed to play on our site the moment we detect it the player gets banned and put in withdraw mode only

I guess u Roobet are the only ones who allow to people while self banned ( self excluded ) allowing to people to open new account and continue gambling

Casinos asked

Csgo500

Rollbit

Gamdom

Shuffle

https://imgur.com/a/i6Fo18W Here are all screenshots

And last casino i asked was yours roobet he said the same xd if i account is locked all other accounts will be banned too but u didnt do that the money i gambled was too much for you to ban me xd

Also i have send u email regarding all this complaint if u want to discuss it in private but you reject it since u havent reply to it for almost 48hours

Michal (michal.v@casino.guru)

Hey can u respond? its been 7 days and the timer is at 0

Dear Hatchkler,

Due to the excessive amount of information and posts you have posted in this thread, I am going to need more time to investigate this case, that's why I am setting another timer. Your patience is appreciated. Meanwhile, can you provide me with evidence of you clearly informing the casino of your gambling addiction? Simply asking them for a permanent ban does not count as a proper request for self-exclusion due to a gambling problem. "Banned"(in this case closed) accounts can be reopened anytime, meanwhile permanently self-excluded players should not be allowed to reopen or create new accounts.

Hey i havent said on my first account that im gambling addicted or whatsoever i just simply asked the support on site for pernament ban but they said we cant do anyting and u need to ask on our email which i did and i clearly stated i want the ban to be a pernament one but after few days i asked for unban and i was given ? why i asked for pernament and my decisions should be final no unban for me? after that i have played a litte bit more and i have asked for pernament ban again and i clearly stated i want it to be a pernament ban withouot any options for unban? and i was given unban again like 10 days ago just for curiosity i have asked for unban to see and i was given during my fist account was banned i was able to open new account on which i have lost 10k$ over and on that account i have clearly stated im gambling addicted i want my account to be pernamently closed and they closed it but i was just curios and since im gambling addicted i opened new account third one no problems at all all same kyc info same ip adress nothing hiding and i was allowed to play on? lost like 700$ there

U say if i ask just for ban that doesnt count like gambling problems etc but i have asked roobet support on site and they clearly stated to me if a player ask just for pernament ban not mention gambling problems etc that counts as self exclusion and that player if hes caught to open new account the account will be instantly banned

All of the evidence is above lemme know if u need something more or i can resend some evidence u want to see so u dont need to scroll all of the above conversations

Please look these photos they support confirmed it that i should be banned on all of my accounts created after i have just said i want my first account to be banned pernamently

the photo above didnt upload good so here is reupload

Hello michael the timer went off again but i can wait its not a problem i want from u to take a look of the proof i have provided

I have provided proof that i requested on the first account self ban pernament one i was given unban i requested again self ban pernament on the first account and stated without options for unban and i was given also unban

Their support stated if i just said i want perma ban and not mention any gambling problems that still counts as self excluded player and if detected to open new account he gets banned instant which didnt happend in my case

i opened second accound all same details same ip and not banned and i lost 10k$ + and i have clearly stated on that account i want self perma ban reason=gambling addiction

And yet i was allowed to open a third account again same ip adress same kyc details and lose more than 700$

This is in small summary of everyting that happened if u cant find any of the proof i send i can resend it again thanks

here is the photo where its clearly stated that im banned for gambling addiciton problems this is for the second account

Dear Roobet Casino,

Do I understand correctly that you have never received any information whatsoever from the player that he is struggling with gambling addiction? Only here in this complaint thread?

Michael i dont know what u mean did they ever received informations about me that im gambling addicted in the latest pictures u can clearly see that their email support confirmed that im gambling addicted banned and there will no be unban and the second screenshot is from support ticket when i asked for ban gambling addicted stated clearly and they didnt send the wole conversation but just 1 message despite me asking to get all of my support tickets they never send them i have also privatley asked roobet in email to solve this issues in private if they want but no repsonse was given even after 15 days and 5+ times asking their onsite support for someone to respond to my email

To dont waste time and probably u would say the player didnt tell us on the first accunt that he have gambling addiction and we dont care if he opened new account the second and lost 10k$ there that is not very true because the proofs i have provided above your onsite support confirmed to me multiple times that if player just say to onsite support i request pernament ban from this casino that counts as self exclude and that player cant create more accounts if detected they get banned instant which didnt happened if u struggle to find any of the proofs i can resend them

Hi Casino Guru,

Yes, all the communications that we do have with the player are the ones mentioned above. The player did not mention gambling addiction, only requested to ban his account.

Best,

Roobet

Dear roobet please be serioUs and take look in all of the images

Its clearly that i have requested a ban for gambling addiction

Give us the full conversation with the support and everyting will be more clear u dont provide me with the full sars even tho i have requested it multiple times first time u have asked me to do kyc? how im banned on site second times and third u have said u cant give me the sars? and i should have received the full conversations which is no true i only receive only 1 message every time out of the whole conversations

And before we dont waste anymore time and u say u are not eligible for refund on the second account because u havent mentioned on your first one that u struggle with gambling and only said u want perma ban

your onsite support confirmed to me and if i just say i requested perma ban that counts as self exclude and player is not welcomed to the casino anymore if detected to open new account its banned instant which didnt happened

1st account i requested perma ban without options for unban =given unban twice

2 account requested perma ban reason i cant control my gambling =banned perma

3rd account banned after i opened this complaint with frozen 30-40$ in rewards and unclaimed weekly/monthly

Dear Roobet Casino,

Is the player's account permanently closed without the possibility of reopening?

Michal can u please ask them why did they allowed me to open second account after i have closed my first self ban i asked for perma ban ? i have provided u above that their support confirmed if player ask for self ban and just say i request perma ban not mentioning any gambling issues or whatsoever that still counts as self exclude and hes not welcoemd to play anymore / create account so why did they allowed me? even after that i opened my second account on which i have clearly stated i have gambing problems i was still allowed to open a third account ? its been a month and they always skip these questions can we do this faster?

And why they dont respect what their players says if i asked for pernament ban and i have clearly told them i want it to be forever and cant be undone they still gived me an unban on the first account this casino is the best for gambling addictst because they do not care at all and allow people to gamble again

Hi Casino Guru,

Yes, both accounts are closed and can't be re-open. We would also like to ask here for the player to share if he does have any other accounts at our website the should be close.

Best,

Roobet

both? i had 3 accounts and all of them are closed now after i opened this complaint

after i opened this complaint and u banned my third account i have tried to open 4th account and i put my kyc details same as the second banned account for gambling problems stated and it was banned 4h after so why u didnt ban my third account like this but allowed me still to gamble ? does players need to make complaint here so u must activate your system to ban gambling addicts and your system doesnt PROTECT anyting

your sponsored streamers are saying to players to put fake kyc details so they can bypass the geo restricitons

Hatchkler

Novice

Public

3 DAYS AGO

Michal can u please ask them why did they allowed me to open second account after i have closed my first self ban i asked for perma ban ? i have provided u above that their support confirmed if player ask for self ban and just say i request perma ban not mentioning any gambling issues or whatsoever that still counts as self exclude and hes not welcoemd to play anymore / create account so why did they allowed me? even after that i opened my second account on which i have clearly stated i have gambing problems i was still allowed to open a third account ? its been a month and they always skip these questions can we do this faster?

And why they dont respect what their players says if i asked for pernament ban and i have clearly told them i want it to be forever and cant be undone they still gived me an unban on the first account this casino is the best for gambling addictst because they do not care at all and allow people to gamble again

MICHAL PLS ASK THEM THIS I MADE this complain bcs of this they didnt follow their tos and allowed me to gamble still and all u do is asking them have they banned my account yes all of my accounts are banned now

if they acted like their tos i would not be able to open second account lose 10k+ there get banned again and open third account and lose more than 700$ there also

Dear everyone,

I have come to a conclusion that there is no refund to be made in this case. The player never mentioned gambling addiction in his requests, he only mentioned "ban" and "unban", which has nothing to do with self-exclusion. Simple account closure can be lifted anytime, meanwhile, self-exclusion can not. Clearly informing the casino about gambling addiction is the key to making the process as fast and effective as possible.

When it comes to the multiple accounts situation, the casino stated in their reply the following information: "As mentioned in our Terms of Service, we do accept multiple accounts as long as the player does inform us about the same and does not have an account closed due to gambling addiction, fraud or have abused our casino. In this case, since the player never mentioned his gambling addiction the same was allowed to create multiple accounts. However, looking at the player communications in this thread, the player as willingly tried to misuse the multiple accounts to abuse of our casino." This answers the player's question as to why they were able to open multiple accounts.

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.

We’ve reopened this complaint at the request of Hatchkler. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Roobet Casino team,

I have received the following piece of evidence that suggests that you have been informed about the player's gambling addiction. Could you comment on it's validity?

After 1000 times asking for my support tickets to be send to me because everyting that i have received looks like this

I was given diffrent email to request it from now i asked for it after waiting 7 days i was told to do kyc and send my ID to their email because the email is not the one account is it on ? WHAT?

Then how i received hunders of email from your promotions to hook me up again and play on your site (before i was banned for gambling addiction on this account) and there i can see the username and it comes to the same email i have contacted them to give my support tickets so its more clear have i said to them and requested gambling ban / problems with gambling addicition i cant control myself and i lose everytime and everyting

this is looking to me they wanna see my id and do some shady things with it similar like gamdom did i was asked to do kyc to release my wd and i was confirmed if i do kyc i get my wd i did it and i was told later to fuck off and bye no wd

Hi Casino Guru,

Can we just have an understanding on the reasoning for the complaint re-opening? So that we can reply to it.

Thanks,

Roobet

The reason is that casino guru thinked i didnt asked for gambling ban etc said that im gambling addicted and i have proved with the above pictures and stop playing dumb u have said to him also that i have never asked for ban reason being gambling addicited while i have clearly stated to your support and got banned for that so stop lying and play dumb just refund my 12k and bye

Dear Roobet,

In your previous replies, you mentioned that the player never expressed having a gambling addiction and that the first mention of this was in the complaint thread. However, the player provided me with the screenshot above, which shows that he informed you of his gambling addiction, and that he even got an email reply from one of your employees, confirming this fact.

I would like to get your comment on this newly provided piece of evidence.

Hi Casino Guru,

Thank you for your message above and please find below our formal reply.

Addiction Statement

As you can see, our previous investigation only focused on the Pokemon55 account, which is why we did not considered the statements made on the account happynewyear24. However, even if we consider those cases, we do believe that it does not change our understanding about this complaint and the fact that the player is not entitled to any refund.

Historical Facts

The player opened the account Pokemon55 on July 30th of 2019 and played on our website. For some reason, the player also decided to open a second account, happynewyear24 on the December 30th of 2023.

While using both accounts, the player contacted us on the 29th of January of 2024, through his happynewyear24 account to inform that he had a gambling problem, which lead to his account being closed due to responsible gambling. It happens that due to human error, the account Pokemon55 should have also been closed on that day. Error that we do assume from our end.

However, when we perform an assessment on Pokemon55 account we can see that the account has not been active since the 10th of December 2022, more than 1 year before the event of the player account being closed. As you can see per the attached image, the player last deposit was on the 10th December of 2022.

Conclusion

Attending to the above we can take the following conclusions:

a) Yes, there was a human error from our end, but we managed to fix it and close the Pokemon55 account before the player could use it;

b) Did the player suffer any loss? No, cause the player did not deposit or used the Pokemon55 account after 29th January 2024.

Additional Information

Aside from the accounts mention on the player complaint he tried to open 2 more accounts on our website:

newhere23232 - This is the only account where we recognize that the player might have a point since he opened it on the July 2024 and managed to deposit and lost 508.72 USD which we are willing to refund.

testaccount232 - Which he tried to opened on the September 2024 and was automatically closed without the player being able to use it.

We do recognize our errors, but we do believe that the players also need to responsible for their own, and as it can be seen through this complaint, the player is acting in bad faith and willingly trying to find all the possible means to try to exploit our website and ways to continue to open new accounts. This kind of practice should also be condemn and this case should be an example.

Evidence

Some of the above is true and like 90 percent of other is lies im not rn home and i have evidence again this statement from above im will be back home in max 2-3 hours and provide evidence michal pls wait for my evidence before u proceed anyting

Addiction Statement

As you can see, our previous investigation only focused on the Pokemon55 account, which is why we did not considered the statements made on the account happynewyear24. However, even if we consider those cases, we do believe that it does not change our understanding about this complaint and the fact that the player is not entitled to any refund.

My answer In the top of this complaint i have clearly stated that i have requested perma ban on the account happynewyear with reason being gambling addiction and i have provided clear evidence why was my account being banned= not responsible gambling and u denied that and after i have proved it when i received my last support tickets that i have actually asked for gambling ban

Im entilted to receive refunds of the following accounts happynewyear24 and newhere23232 

You already said u will refund the account newhere23232 so lets not talk about that

lets go to account happynewyear24 im eligible to get refund of all loses on this account this is the account that i have lost like 10k$+

Why i think im eligible to get refund of these losses?

Your support have confirmed to me multiple times il post again the proofs below you statement here is that if player just says i request perma ban doesnt not count as self exclusion which is false or all of the roobet staff follows diffrent rules idk i have asked multiple support agents and all of them have confirmed to me that if player DOES NOT MENTION ANY GAMBLING PROBLEMS and he just comes to support and says i request my account to be pernamently banned withouts options this counts still as self exclusion and the player is not welcomed to the casino anymore and if detected all of the player accounts are getting instant banned which didnt happened to my accounts and thats why im eligible for refund

Proof of supports that this counts as self exclusion

Please follow this link and scroll to the bottom theres proofs where support agent Jessica confirms this and also u have statemens from other casinos saying the same https://imgur.com/a/i6Fo18W

Here is another confirms from agents Michael and agent Laura both confiming the same

With the above proof i prove to u that i should never be welcomed to the casino while my first account was banned no matter if i just said i request perma ban withouts options that still counts as self exclusion

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Historical Facts

The player opened the account Pokemon55 on July 30th of 2019 and played on our website. For some reason, the player also decided to open a second account, happynewyear24 on the December 30th of 2023.

While using both accounts, the player contacted us on the 29th of January of 2024, through his happynewyear24 account to inform that he had a gambling problem, which lead to his account being closed due to responsible gambling. It happens that due to human error, the account Pokemon55 should have also been closed on that day. Error that we do assume from our end.

However, when we perform an assessment on Pokemon55 account we can see that the account has not been active since the 10th of December 2022, more than 1 year before the event of the player account being closed. As you can see per the attached image, the player last deposit was on the 10th December of 2022.

My answer

the account happynewyear24 was opened new account because my old account with username Pokemon55 was banned for my request as explained before and its false that i have used both accounts how i can use both accounts if my Pokemon55 was banned?

proof that i have asked for ban way before i started using happynewyear24

Look at the dates JAN 8 2023 and u cleary saying i have opened happynewyear24 on the folowin date happynewyear24 on the December 30th of 2023. So it doesnt make any sense i could use both accounts the account was not accesable

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Additional Information

Aside from the accounts mention on the player complaint he tried to open 2 more accounts on our website:

newhere23232 - This is the only account where we recognize that the player might have a point since he opened it on the July 2024 and managed to deposit and lost 508.72 USD which we are willing to refund.

testaccount232 - Which he tried to opened on the September 2024 and was automatically closed without the player being able to use it.\

My answer

The account newhere23232 was opened after i was rejected from getting unban on the account happynewyear24 if u had good system working one i would never would be able to play on it and i think the loss amounths is 700 not 500 but im not completly sure

The following account testaccount232 was opened from me during this complaint i just wanted to test will your system work now and yes it worked i got ban and i have posted that above like u can see u needed 4 hours to ban it this should be instant after players put their kyc documents i didnt

i didnt loose anyting on this account and it was just test account like the username says proof that i have used this account for test and posted proof above

Also i think that i should never ever got unban on my first account because i have clearly said to u i want the ban to be pernament without options for unban and u still gived me unban and ever after the second time i have asked for the same u still gived me an unban

Additional proof you are saying that i come to you using both account so i knew that i was the owner of the account Pokemon55 and account happynewyear24 so can u please explain to me and Michal WHY and how the f i got still unban on the account Pokemon55 after previosly asking for gambling ban on the account happynewyear24?

proof that u said i have asked for gambling ban on 29 january 2024

So please explain how i was eligible to receive unban on Pokemon55 again on

Sep 5, 2024, 12:17 PM

The account Pokemon55 was closed again after i have opened this complaint and u started fixing your errors and mistakes proof

I know theres over 8000 characters text read it whenever u have time idc if u take 2 week but take look at everyting i have said they confirmed themselfs that they knew i was the same person on all of the accounts their support confirmed that just asking for perma ban without options for unban still is same as self exclude so im eligible to receive refund also on the account happynewyear24 and newhere23232 and even after all this i still managed to get unban on the account pokemon55 even after previosly get banned on another linked account for gambling problems ban

I would like to ask Michal if i can request additional funds to be paid to me from all of the stress i have gone try and roobet allowing to create me new accounts without banning them and still giving me unbans even after i said im gabling addicted

Dear Hatchkler,

First of all, it is important to mention that if we are talking about refunds regarding self-exclusion cases like this one, the only sum that would be considered refundable (if the claim for it is legitimate) are the deposits made during the self-exclusion process. We can not and will not quantify any sum owed for "causing stress" or anything like that.

Regarding this complaint, it is imperative, and I am sure it would help you in the future, to understand that when you say, "Please, ban my account without the option for unban," that does not necessarily mean the casinos will treat such a request as a self-exclusion request. If you would instead state clearly, and immediately, that you with to self-exclude yourself due to gambling addiction, things would be much more clear for all parties involved.

Another thing is, you deliberately tried to exploit the casino by creating another account, just for the sake ofproving your point in this complaint, which is supported by the facts of 1.) the name of the account - testaccount232 and 2.) the date of account creation - September 2024, at the time of this ongoing complaint.

As the casino has stated, your account Pokemon55 was closed (although much later, which the casino admitted) without any deposits made since you have informed the casino of your problem. The only account, that the casino is willing to refund you for is for the account newhere23232. I would strongly advise you to accept this refund and not contest any more funds, because, from my perspective, and due to the enormous amount of (mostly irrelevant) information in this thread, and also the evidence provided both by you and by the casino, these are the only funds you are entitled to. After this happens, the complaint will be closed.

Dear Roobet Casino,

Can you proceed with the refund of the player's deposits made on the account "newhere23232" to his bank account?

Michal i would like to ask if theres chance of some other colleague of casino guru to accept this complaint and him to take care of?

If not

So first of all Roobet have lied once again they said that i have used Pokemon55 and happpnewyear24 in the same time so please go above and read again the whole text i have send u evidence that my Pokemon55 was banned way way before i even opened happynewyear24 and during the whole time of me playing on happynewyear24 and later on newhere i was banned on that account not like they say you were not and second of all that account was unbanned after i requested unban when i have opened this complaint just for cure curiostiy will they unban it and yes it has happened like i send pics above so yes i had 5 days to gamble on it again but i didnt do it

And for the fact that u saying oh going to support and telling i would like to request perma ban this does not count as self exclusion so please then tell me why did 3 of roobet onsite support agents have said the opposite of what u are saying ? and their representative here says no it will not count ? then i guess everyone follows diffrent rules in roobet ? i want refunds of happenewyear24 and newhere2332 thats it their agents said to me u should have been banned on happynewyear24 also no matter if u just said i ask for perma ban and not mention any gambling problems

And i never used bank deposits on roobet so i would not take refunds on banks i can accept only crypto bcs thats the payment i have used

Heres 2 agents saying the same yes that counts as self exclusion and player is not welcomed anymore no matter if he said just i request perma ban

And heres proof from third agent i have said the same words i used to ban my first account Pokemon55

like everyting same and yes he still says this counts as self exclusion and if u open new account it will be automatically banned which it didnt happened

Ye its my faulth that i didnt mention any gambling addiction my first account but its also their mistake that they didnt banned my second or third account while my first account was banned per my request and their onsite support have says i should have banned despite my asking just for perma ban and not mention any gambling addictions or whatsoever

If Roobet is willing to refund me for the happynewyear24 i can accept 80% of my total losses on this account to be refunded if your final conclusion Michal is that im not eligible to get refund despite 3 of their agents saying the opposite im going to open new complaint at other sites or go by law the complaint is almost 3 months old everytime i wait 10 days for you to respond and in those 10 days u always miss photos i upload closing my complaint despite me attaching the proofs multiple times and u act like u dont see them

My requests are change the agent who is taking care of this complaint if possible

2/ Refund me 80% of my total losses on happynewyear24 and 100% of losses on newhere2332

and i can guarantee u that il never retry to open any new accounts at roobet or gamble there by fake kyc details or whatsoever and this story is done forever

Dear Casino Guru,

Yes, we do accept to process the refund. We would also like the player to accept and sign a document warranting that he will not try to open more accounts at Roobet.

If the player is ok to proceed we can all agree here and we can add you to the e-mail thread that we will have with the customer to process the refund and sign the document.

Please let us know if we can move forward.

Best,

Roobet

Im going to sign that document only if i get refund for both accounts happynewyear24 and newhere2332 and i accept only crypto thats the payments i have used only i never used bank deposits so why should i get it on bank depost ? no logic

Dear Michal can u spare 5 minutes and read the text below?

4 of their Support agents are saying the same if i asked for ban on my first account just by saying i would like to get pernament ban (not mentioning any gambling problems or addict) this is still a self exclude and the player cant open new accounts if he opens they get closed this has been confirmed by 4 support agents

So can u please explain to me why im not eligible to receive refund on the account happynewyear24?

My account Pokemon55 was closed and i succesfully opened the second account happynewyear24 then please explain to me why my new created account was not banned? like their support says

Here they say i have contacted them on 29th january 2024 https://imgur.com/BabK4QP

But my account Pokemon55 was already banned on jan 8 2023 https://imgur.com/E6h22yK

So why my account was not banned like their support says it should have been banned ?

Here is another support agent saying the same that it should have been banned i have asked this today 11/9/2024

https://imgur.com/a/UNhJTI9

for some reason i cant upload pictures here so i uploaded them on imgur