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

Hello! Im opening a complaint against roobet for the following reason:

End of April ( email reference ) i emailed roobet at their support email and asked to be "permanent banned for life" as i was not satisfied at all with the casino or anything they provided.

I later for some reason manage to open a new roobet account, no VPN was used on first or second account and has never been used to access roobet. This can also be pulled from roobet themself if needed.

I went on livechat about 1-2 days ago ( livechat reference )

And asked for a "self excludement" again.

Instead i was offered some freespins.

I went on the livechat again after that day because i got really angry and upset that they did not permanent ban me when i requested it by email back inn APRIL 2022, and they did not respect my right for self excludement on livechat some days ago. This really made me frustrated and i had to stand up for myself to get out of this AGAIN, as roobet offered no help or support.

The reason i wanted to get out of this is that i did not enjoy gambling anymore and i developed bad habits that i must end.

When i went on livechat the last time and was really angry, the live chat operator banned med suddenly "like it was no problem" i wrote "how funny" you can suddenly do this now but not back inn april when i asked for PERMANENT BAN PERSONAL? And not back inn 2 days when i asked for this again?

I emailed roobet what im stating here and copied inn:

• Email sent back inn end April 2022 "Permanent ban me for life"
• Livechat log with operator that did not accept my request for self exclude and offered me freespins
• Livechat log with the operator suddenly banning me when i get angry about not "self excluding me" = I have no longer access to account, previous history, livechat logs and some documentation that would be great to have inn this claim.

I see no other option than to share my experience here and hopefully make roobet take responsible for this and learn from this so other players dont have to go through this. Should really not be needed!

There for i will request any deposit made on account made after the "Permanent ban request" will be given back. I WILL be open for solutions and i hope for a solution.

Dear dbb94,

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. Could you please advise what reason you have given when requesting to permanently block your account?

Please, let me explain to you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Petronela

Thanks for response.

I have just sent email and attached relevant documentation and added some more relevant information about this case.

Also inn this case email shows it specific: «Ban me permanent for life»

A permanent ban is not a «account closed» request. A permanent ban is the same as self excludement for good. I requested a life time ban. Thats completely different than «close my account»

When i told them to life time ban me they responded back with «account closed» i said wtf, delete it and remove me for good.

Dear dbb94,

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Roobet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@roobet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

I dont see your point.

Its already sent email by end of april from email linked to the account, stated i requested myself to be permanent banned for the casino for life time.

There is nothing to discuss about it, they did not do it and they have no right to deny my request.

They never "denied" the request.

They simply ignored my request, as you can see by the email

"Perm ban me for life"

Its the same as self excludement for life time as there is no other option.

Its my right and option to be banned if i personally request it, i dont have justify the reason or even tell if i do not want.

I'm sorry but I do not agree and we strongly recommend to all players clearly state the reason why they wish to have their accounts closed or self-exclusion applied. Please follow my instructions and send another email with all the required information included in it. Please keep me informed.

Then why did you even open the complaint if you disagree?

There is nothing you can advise any players thats stated in TOS or by law that you have to "state a reason for the request to be valid"

You can just close the complaint im inn touch with the operators.

Please let the thread be found by others so they can read 🙂

And you also open the complaint on wrong statements even its fully described.

Wondering how much you are paid for this.

Casino guru is just as unserious as the casinos them self.

Stating a reason for self-exclusion or account closure is necessary and needed. Please understand that if you expect the operator to fulfill your request you need to follow certain steps on the way. We are not paid by any casinos to reject complaints as you believe. We are here to help and educate the players.

We’ve rejected this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but 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.