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?

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

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