Roobet Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Hi,

I have requested the casino to close my account due to multiple reasons;

1. I have bet more than i can afford on roobet
2. Overtime i feel myself developing a problem with gambling which has not happened before when i have played at casinos online or building
3. customer service are often times disrespectful to me and ignore me
4. Roobets reward program which is the reason I started playing on the site, doesn’t compensate as well i was lead to believe

After all these reasons, I decided to close my account. I asked live chat staff to close my account. They sent me an email address to request close of the account. Closure of account should be honoured!

I then received an email back from roobet saying that they cannot offer any more rewards and that one of the emails I received was a scam. WITHOUT CLOSING MY ACCOUNT.

This would not have been an issue if roobet had a close account option on the website, which they do not have. So relying only on the email customer support to honour account closure.

This leads to the complaint I’m making as today i have still had access to the account and due to my problem i have deposited and played on the site today.

I am requesting a refund of net deposits for today and hoping that Roobet will honour this as it either an oversight or at worst an ignorance from roobet.

I am happy to forward all emails and i have attached screenshots of all proof of request for account closure.

hoping that we can resolve this issue with a settlement of net deposits as of today. I am being totally fair here and not requesting roobet to refund me everything i have deposited on the site. Instead I legitimately should be refunded for deposits made after Requesting roobet to close my account and after Roobet has READ, ACKNOWLEDGED AND RESPONDED TO MY EMAIL, have still not honoured account closure. Therefore I am only seeking a refund of net deposits from roobet from the point where they replied to my account closure.

Dear yuzilabz222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found (here):

"Responsible Gaming Policy

...

Please read this policy carefully to understand how you can protect yourself from adverse side effects that might appear when taking part in games of risk, games of skill, and games of chance, including but not limited to addictions and financial losses. Suppose you disagree with our policies, terms, and practices. In that case, you may not access our website or use any service offered, disregarding whether the company or its third-party partners provide them. All website gambling services and chat services are conditioned on your acceptance of these terms. You agree to only use our services under the conditions mentioned in our terms by accessing our website. Please regularly check our terms for updates and changes.

...

The essential instrument against negative side effects that participation in gambling services can cause is knowledge and education, especially about gambling risks, to support our user's self-control. We do this to ensure they do not suffer from adverse side effects and enjoy our services to the full extent.

Information and Contact

Our support will help you via E-Mail at all times without any additional charges for you. The Roobet support team and the Roobet compliance team might not be available at all times, but we aim to respond to your request as quickly as possible.

• By E-Mail: support@roobet.com • By E-Mail: CS@roobet.com"

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi,

i have just forwarded all the emails now thanks

Roobet have replied saying that the account was locked in a timely manner.

The locking of my account was from live chat please do not try to mistake the two actions because THAT IS WHERE THE WHOLE COMPLAINT LIES WITHIN. 

1. Asked for account to be closed on live chat and mentioning that i was not happy with the amount of money i was wagering

Then 

2. I was told to email roobet, which i have done

Then 

3. Roobet replied without closing my account or acknowledging account closure, just replying with we can’t offer bonuses. Which I believe to be a dangerous oversight

Then 

4. I accessed the site the next day and continued playing and accumulated losses

Then 

5. I contacted support and said despite asking for account closure my account was not locked which has deepened my problem with gambling on roobet. 

Then 

6. After deposits and requesting refund, live chat blocked my account.

If roobet took 24 hours to reply to my email and block my account which is what they are arguing, then understandably I wouldn’t be entitled to a refund settlement.

However, this is not the case. Instead, I received email responses and live chat responses ignoring requests to close account. Therefore i am seeking the net deposits for the time period between roobets response to my email without actioning account closure to the point when i asked live chat for a refund settlement due to account not being closed to which they simply locked the account.

please do not get confused between the two as that is the crucial factor in my complaint. Even in terms of general responsibility for any company with user accounts.

If I request to close my account multiple times and it has not been actioned, that is either a severe oversight or ignorance. I should not be pleading multiple times to have my account closed, especially when it comes to something as serious as gambling. If the situation got any worse i could have deposited and lost a lot more due to the negligence.

also all proofs have been forwarded to casino guru Petronela’s email. Thanks

Also to further expand on technicalities:

Please do NOT mistake their reply as account was closed within 24 hours in a timely manner.

their terms as you mentioned Mr Petronela:

"The Roobet support team and the Roobet compliance team might not be available at all times, but we aim to respond to your request as quickly as possible.

• By E-Mail: support@roobet.com • By E-Mail: CS@roobet.com"

From this we can see that its not the case that i sent an email to support and as soon as they acknowledge my account closure, they closed my account… this is not the case.

I have asked for account closure, both via live chat and email. ROOBET SUPPORT EMAIL THEN REPLIED TO ME IGNORING MY REQUEST TO CLOSE ACCOUNT ONLY BY STATING THEY CAN’T PROVIDE BONUSES AND STATING THAT I’VE RECEIVED SOME SCAM EMAILS.

from that point Is it not that i have done everything as a player to fairly close my account?

Also roobet stating that they closed my account in a timely manner is not accurate.

My account was locked after I realised i was spiralling out of control with my deposits on roobet and frustrated and deeply affected by the fact that after 3 attempts of asking roobet to close my account nothing was done.

Therefore i felt the right to demand live chat for a refund of deposit FROM THE LAST POINT THAT I ASKED FOR ACCOUNT CLOSURE. I’m not even seeking reimbursement from the first and second time i asked for account closure via live chat but only from the Third time that i asked.

It was at this point, when the live chat staff said that due to a violation of responsible gambling we are locking your account. Now does that seem fair? I’m legitimately confused.

If i’m excessively gambling and I realise this and regardless of previous losses i chose the right decision following roobets guidelines to be responsible both for myself and roobet and requesting 3 times for account closure.

And they still ignore this, isn’t this extremely irresponsible? Its not like roobet took 24 hours to actually read my email or live chat requests and then actioned a close, they were fully aware and allowed me to suffer, treating me like an addict who they could easily exploit. I feel ashamed, embarrassed and a total betrayal from Roobet.

Thank you very much, yuzilabz222, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi yuzilabz222,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello,

Thank you for your patience here. We were able to work with the player to get this resolved internally, and they have been fully refunded for their net losses during the aforementioned timeframe.

We are seeing that they have forwarded the relevant emails to jozef.k@casino.guru, however if you would like for us to forward any relevant emails we can as well. If any other information is needed, please let us know and we would be more than happy to provide it for you. Attached is a screenshot of the email showing their response, agreeing to close the case.

Hello there,

Thank you very much for your cooperation and update. I can confirm receiving the confirmation email.

Dear yuzilabz222,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef