Roobet Casino - Player’s attempts to close his account have been overlooked.

Dear PleaseHelpMe,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. We believe that deposits made after the player send the self-exclusion request should be returned. Do I understand correctly that you’ve requested self-exclusion twice, and both times the casino didn't reply at all?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Can you please remove the email that has the name on it or cover it ? Thanks

PleaseHelpMe, don't worry, the message is marked as sensitive, only you, the casino, and we from Casino.guru can see it.

Would you be so kind and answer the question from my previous message, please? All requested information is essential if we wish to proceed with the case. Thank you in advance.

Thank you very much PleaseHelpMe for your fast reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Aaron,

I looked at your case and completely understand your frustration. I will contact the casino and see if I can help. I would like to invite Roobet Casino to the conversation to participate in the resolution of this complaint.

I have been trying to reach out via their Twitter page and Instagram. Sent multiple emails and have gotten no response. These guys are not to be trusted by any means. I hope that at the very least I can save someone before they give them any of their hard earned money.

I just want people to know how unethical and unprofessional this casino is. The fact that they are ignoring me is all sorts of wrong.

Hello Aaron,

We're unable to refund you for your deposit(s), when the first lock came into our Support@Roobet.com & CS@Roobet.com email you were locked within 24 hours, as screenshot shows, This was the only request we received from the email under your account.

UK Customers cannot make any accounts, any future accounts of yours will be locked (Screenshot shows message when you are from the UK and trying to register/go to Roobet).

Dear Roobet Casino,

Based on the screenshots from the player, he obviously asked for a self-exclusion/account closure due to a gambling addiction already in September and again in October when you replied that his account was locked (same text as in your screenshot). Despite all the requests of the player, it seems you let him play and lose money. We consider such behaviour to be predatory and player unfriendly and are convinced you should refund the player's deposits since the first request for a self-exclusion came in. I'm not sure if the player is a UK customer but based on IP tracking, it doesn't seem to be the case.

Hi Peter. Thank you for trying to help me. You’re a good person. Just wanted to update you.

I made a different account last night at an attempt to get in touch with someone in support at roobet. The Traditional email method hadn’t seemed to be getting through to this point. I went to the live support and asked to speak to a manager or whoever was in charge. They said there wasn’t one there at the time but asked what it was regarding.

I explained to them the situation and sent them my screenshots. Another rep or maybe he was the manager (I believe his name was Oliver) Jumps in the chat and in not as many words, basically told me that I was delusional. That I didn’t send them an email back in September, that I didn’t send a follow up in October and that they did NOT finally respond to me at the end of October saying they would close the account by granting my request with an apology for my unpleasant experience. He claimed to have looked over my account and "DID NOT see any record of those emails." — Talk about convenience. Interesting how I have the emails in my inbox time stamped, dated and confirmed, yet they conveniently and mysteriously had NO record of them. I guess having proof is meaningless and irrelevant to Roobet casino.

As it stands I would tell any potentially new player trying to decide on which casino to play at NOT to play at Roobet. I repeat do not give Roobet your money. If you stumbled across my experience with Roobet and still decide to give them your hard earned money, or not hard earned money, its on you. Give it to charity. Buy your mom or yourself a gift but don’t play here. They have proven to be anything but honest, and far from "FAIR" a term that is used freely in this world, to describe gameplay and casino reputation.

In a perfect world they would have honored and respected my plea to close my account back in September when I asked. I realized that I had a problem and it wasn’t something I’ve been dealing with or ever dealt with before. I have been to casinos in the past not once did I go off the rails. Playing in person just doesn’t feel like it felt playing online. I couldn’t figure out why... Until I figured out why. Which is when I realized this online casino play is way different then actually physically playing in a casino...

I realized that I had nothing to win and everything to lose. I saw the danger Of gambling online and tried to save myself from losing any more money. I trusted a company that claimed to be fully aware of the potential danger of their site, combined with the mind of a sick person that suffered from a disease called addiction. They claimed/claim that if a player believes that him/her have a problem with gambling and self control or lack thereof, that they will honor any and all requests to "SELF EXCLUDE" yourself from the site. No questions asked, and with no option to undo this decision once it is made. Even if you changed your mind down the road. It’s for life. Your account will be closed immediately upon request.

Welp that never happened. Until 3 months later and it was too late. They failed at being an honest and ethical business.

Just got this today. Im sure they will deny this too but why am I still getting marketing promos to the same email that was linked to the account t that was shut down. Is that supposed to be happening? The negligence is mind blowing. Like they don’t even pretend to care or take this serious..

They clearly don’t have it together over there and do not take this self-exclusion thing serious. It’s almost like they want you to tell them you have a problem so they know you’re vulnerable it’s crazy.

Hello Aaron & CasinoGuru Team,

We would like to take this opportunity to clarify claims made by the player in question.

Firstly, please be informed Roobet does not, and will not stand for such serious, damaging threats and accusations made towards our brand. Especially considering when all requests have been handled diligently and with the utmost care by our team, in accordance with company policy as we will begin to explain below.

To start explaining what we have established on our side, we have identified that the first emails we had received from this user were on the 9th of August 2020 and 31st of August 2020 which were both in relation to issues that our support department handled.

We had received no further contact from Aaron until the 29th of December 2020 which was an inquiry sent to our VIP Team's email on how to obtain VIP Status. In which email he indicated he is a well-connected individual with friends in Hollywood, including a specific group that we have close connections with. Not only does this paint a stark contrast from the email Aaron provided a photo of here (that again, we never actually received) as an individual who has been cancer-stricken and suffering, the individuals he claimed to know that we are closely affiliated with have confirmed they do not know who Aaron is.

The next point of contact we received from Aaron was 2 days later on the 31st of December 2020 when he began these claims of having emailed us months ago, where he again made claims of being close friends with the same individuals we have confirmed do not know him.

This was the first, and the only request of an account lock we have ever received from this user, which we swiftly processed and completed on the 1st of January 2021 as per his request. He has since emailed us again requesting that his account be unlocked - which we, of course, have not and will not do because of the very serious issues Aaron appears to have. If any further correspondence is required from CasinoGuru to substantiate our statement, please kindly request this from support@roobet.com (using an official CasinoGuru email) and we will be complicit.

Additionally, the email Aaron provided a photo of showing that we supposedly responded to a previous request on October 31st, 2020, does not line up with the content of our emails at that time. All of our emails sent around that period of time have a yellow Roobet logo in the signature, the email he has a picture of does not. This can be confirmed by CasinoGuru by checking a previous email sent to jozef.k@casino.guru.

You can unsubscribe from emails at the bottom of the marketing emails. As your account was locked, not deleted, your data is still on the marketing list. Unsubscribing at the bottom of the email will remove you from such list.

If you wish for your account to be deleted as well, please let us know and we can begin that process on our end.

We will be compliant with all further requests made of information and proof that is required, to establish and corroborate our events described, in order to assist in closing and establishing the facts of this case.

Hi all,

Thank you both for your replies. I will request the email conversations from the casino.

Dear Aaron,

When it comes to self-exclusion by email, a response from a casino within 2 days is a standard. It is always better to have a choice to self-exclude directly in your account or by asking live chat support though. I will get back to you when I receive the emails.

So your going to waste your time reading (or not reading) emails from me that they claim dont exist. Let me ask you something. It’s 2021. Do you really think that there isn’t a better more secure way to increase security measures to protect them from this type of thing. You think I am the only person that has had a problem with these guys? I’m not! They are blacklisted as unethical and not trusted on a lot of other review sites that are very hard to find. Wonder why?

They got my email requesting self exclusion and they know it. They got my emails after they finally closed my account asking for my reward money I had owed to me. It wasn’t until I had to set up ANOTHER account simply to speak with their live chat that they finally responded to me. They are a shady corrupt business. They got rid of my emails like they never happened for no other reason but because THEY CAN. Read 1 of the many negative reviews I came across from another casino I attached while doing research on these guys.

They lied about taking a 1 day to respond... They took 2 days or a little over 24 more hours than they claimed. They are liars. I have the documents and deposits and daily figures to prove it!!

They have a personal email from me after getting out of the hospital, and losing 20k on an account that should’ve been Locked and never allowed to play on in the first place and want to make claims against MY credibility? Talk about kicking me while I’m down.

The 11k that I lost after the 31st should be returned by them on good faith and they can keep the other 30k. Then they should fix their issues with their self exclusion process and make it easier for someone to get it immediately if need be. Not 2 days like instantly on live chat and They should have some type of watermark behind the text of their emails or live chat correspondence. A hidden Secirity feature to prevent the deleting of someone’s emails.

Hi Aaron,

I find it very generous of you (and curious) that you let the casino keep the $30000 if you are convinced that you have the right to get it back and have evidence to support it. As I stated above, you will most probably not get back the $11000 that you deposited after the 31st of December. It usually takes 48-72 hours for casinos to process this kind of requests as an industry standard. However, if you are still interested in the $30000, we can try and fight for the money. I will need some bulletproof evidence though and the only way to get that is by making a video call on your PC. Do you have Skype?

I believe things got lost in translation. I asked them for an exclusion and have the emails to prove it. Took them 6 weeks and multiple times to finally respond and say ok. But never did. Lost 10k weeks later asked for it again. Nothing. Lost another 10k Again and asked for exclusion once more on the 30th. Lost another 11k after the one they said they received. I was robbed by these guys and were over here talking about who my influencer friends are like it’s relevant.

If you were established for the people to find a place for honest fair gameplay this isn’t it. Plain and simple. They don’t want to give me what should have never been allowed to be deposited that’s fine. But if it’s my word against theirs they need to provide you with proof besides a log that simply doesn’t have my emails on it. How hard is it for them to delete them?

I don’t have a problem talking on Skype I just am tired of dealing with These dudes and already know if they gonna lie about never getting emails that they have no intentions of paying me anything. That’s how I feel about that.

Did you want to get on a Skype call? What’s the latest? Also curious what exactly the video call will prove and more than happy to cooperate with whatever you need. Let me know.

Please And Thank You

Hi, yes, please send your Skype name and your time zone to my email address: peter.m@casino.guru. Thank you.

Hi Aaron,

Let me remind you that I need your Skype name in order to make the call.

Since the player stopped replying and therefore we can't continue investigating, we are rejecting the complaint.