Roobet Casino - Player's asking for a deposit refund.

I was told to use an ADR like the casino guru platform to raise this case with Roobet.

After my first deposit on roobet I realised that the speed of which i was losing my bets was very fast, i knew that this would make me very addicted if I carried on. I reached out to roobet chat and they said i had to email roobet.

I then emailed roobet and still nothing no response at all. This made my addiction so bad as i kept depositing and playing on the site despite every effort to stop and close my account because i know I couldn’t trust myself to not deposit and the casino took no action.

This is very unethical and has made me have panic attacks and depression. After over $2000 in multiple LTC deposits everytime i was low on my balance if i just asked the live chat they would say you are eligible for bonuses and once the free bets were placed i would further deposit again and again.

I knew this would happen and took every step to work with roobet to close my account and they did nothing saying that the email team was the only point of contact.

They have not only prevented an addicted gambler from self excluding, they have also enabled me to carry on depositing and worse of all make my mental health very week, i am very depressed and roobet took no action in closing my account. When i asked roobet today to clarify everything and prove why i should have a refund, then they somehow can close my account immediately after all deposits.

This is very bad and unethical and i am seeking my refund.

Dear Daiividhyseni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. I checked the responsible gambling section and I found this:

"Self-Exclusion:

Suppose you get diagnosed with a gambling addiction or try to stay away from all gambling services for a different reason. In that case, we want to assist you in your abstinence from gambling services, especially if they become harmful to you. "Self-Exclusion" means that you exclude yourself from all gambling-related services out of your own choice. You, the Company, or a third-party partner cannot undo this exclusion for a set amount of time unless certain conditions are met. If you wish to self-exclude yourself from all gambling-related services, please message our Roobet support team which will exclude you immediately. Please provide them a period between 6 (six) months and 5 (five) years as duration for your self-exclusion.

Additionally, our Roobet support team will explain all future steps and what is needed from you. The Roobet support team will make it as easy and fast as possible for you. As self-exclusion is a significant limitation of your account, we must ensure you are sure and not someone else is asking on your behalf. If our team can be of any assistance to you, they gladly will. You can find the contact details at the bottom, in the contact section of this Policy.

Please keep in mind that the Self-Exclusion is permanent for your chosen period. The exclusion can and 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. Additionally, an employee of the Company may judge at their sole discretion if you are in the mental state to participate in gambling services again or not and refuse to grant you access again. You are solely responsible for all damages and losses occurring to you through misinforming the Company's staff members or gambling again. Those evaluations are necessary to ensure you have the time to think about the consequences of participating in gambling services, not limited to games of chance, games of skill, games of risk and sports bets, including esports again, and do not act out of an urge to gamble or a spontaneous decision.

During Self-Exclusion, you are not allowed to create a new account or access any service on the website. Every attempt to create a new account on the website or any attempt to participate in any of the gambling services offered on it during Self-Exclusion is a violation of our terms. It will result in the permanent ban of your original account as well as your newly created or used account."

I also see that in this section are stated these contact emails:

"Contact

If you have any questions, issues, suggestions, problems, or feedback, feel free to contact our Roobet Support Team and our Roobet Compliance Team at any time:

By E-Mail: support@roobet.com

By E-Mail: CS@roobet.com"

Could you please clarify why you sent your request to the Gmail email address? Also, how many hours/days passed after you requested self-exclusion until the casino blocked your account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi,

I play on my phone. As soon as i was told to email i just clicked on the email link and it automatically opens my yahoo to send a email. I have just noticed that it has sent the email to csroobet@gmail.com as opposed yo cs@roobet.com. However, once again this just shows a immensely complicated it is to exclude myself from this casino. I directly clicked the email link to compose a new email address.

i have sent thousands of email in my life where i click the link and never a situation like this happened before except on this casino.

The blocked my account today. But please do not confuse this with the deposits i make and when I initially asked support for exclusion. I asked on the 12th of Jan and neither support or live chat took action. When i asked today and say that i am using a third party ADR (Casino-guru) to resolve dispute they somehow can immediately block account. Why they no do this when i ask on the 12th after my first deposit? They say this is impossible to do, but they did it today without email being sent? So they do have the option to block me on the 12th but they chose not to. This is unethical and has caused immense pain to my mental health.

Thank you for your reply, Daiividhyseni. Do I understand correctly that you managed to deposit $2,337 (dispute value) after you sent your request on January 12?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi,

That was the total deposits to the site. I have recently emailed them to say that i accept the initial deposit of $427.85 being played on the casino willingly. In the recent emails to roobet i have stated that I would settle for $1910 as this was deposits after raising self exclusion and gambling problems to roobet.

I have forward all emails to kristina.s@casino.guru

Well, hyperlinks in responsible gamling section works correctly, I tested them when publishing this complaint. I also see that the live chat support asked you to send an email to one of the email addresses listed in Responsible gambling section (quoted in my first message):

Here is a helpdesk section, and hyperlinks are correct there as well:

Is there any chance that you could prove that the hyperlink was incorrect when you clicked on it?

i’ve found the problem here. I’ve received emails from csroobet@gmail.com. Upon speaking with roobet it appears as though these are spam email with phishing links. How they knew i had a roobet account, i don’t know. But when sending that email on the 12th my yahoo automatically filled in the email address.

firstly, I wouldn’t send that email if i had known that wasn’t the correct email, thats an honest mistake.

but the biggest issue here being that roobet live chat had not placed my account on block on the 12th, when on the 19th when I contacted them again they were able to instantly activate a block on the account.

This is really a shame, they are purposely trying to make it as hard as possible for people like me to block their account. My question is why wasn’t my account blocked on the 12th when on the 19th i asked the same question again but this time asking to be reimbursed and they blocked me immediately? It doesn’t make sense does it? How can they say initially they are unable to do anything unless and email is sent and then to being able to instantly lock the account?

you see, when I went to email roobet on the 12th of January after speaking to roobet live chat, upon clicking the link, there was a drop down but only for csroobet@gmail.com, I didn’t think for a second that this was some sort of phishing email at the time and just proceeded to send the request to self exclude.

cs@roobet.com has only popped up now because of my emails back and forth to roobet after opening this case on casinoguru and realising the mistake.

Regardless of this the main issue being that they should have blocked me on the 12th of jan when the same live chat blocked me on the 19th. They say that they didn’t receive the email but then they were still able to block me on the 19th, so they knew i was in a very vulnerable situation on the 12th and they knew i would deposit more if i didn’t self exclude so they just let it happen and blocked me when it suited them

Although I understand your point of view, I am sure you understand that this is not the casino's mistake. I see that you didn't clearly state in the live chat you want to self-exclude your account due to gambling addiction. Nonetheless, you received very simple and clear instructions (with the correct email address) on how to close your account, and by an unfortunate mistake, you sent an email to the incorrect email address. 

Since your account has been closed in the meantime after you contacted the support again, I am afraid that in this case, we are not able to proceed further with your complaint and ask the casino for a refund of your deposits. We would really like to help, but it is impossible for us this time.

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.