Roobet Casino - Player’s requesting a full deposit refund.

Hi Casinoguru,

I am filing a complaint against Roobet as they have broken multiple terms and conditions.

Firstly the reason why I joined Roobet is after watching SteveWillDoIt promote Roobet. He was promoting Roobet in the U.S. and encouraging players to also join Roobet from "restricted countries" by using a VPN service.

After digging some more into this and watching some videos around this issue, it is now clear to me how their scam works.

Please note that everytime I played on Roobet my account never was in profit. Although if my account would have been in profit, they would have cancelled my payout and confiscated the funds since I am from a restricted country.

I agree that I have broken T.O.S by joining from a restricted country, however this has been provoked by their means of marketing.

Also I would like to point out that I am struggling with gambling issues and I have a previous account on Roobet that has already been locked after I have let them know about my gambling issues.

There is NO KYC checks on Roobet and this will lead to some serious trouble for people.

I can't imagine why governments have not already taken a approach to Roobet to make them stop their shady practices, however if this will not happen anytime soon I will be sure to make a case in the court of arbitration in Curacao.

I am requesting a refund of my lost funds, they have no legitimate means of reffering to the points in their ToS, as they have provoked and broken their own ToS multiple times.

If there is anything more you would like to ask, please do not hestitate to do so.

Best regards.

Dear jacksonmatsko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section and this is what I found (here):

"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 and give them a period between 6 (six) months and 5 (five) years.

Additionally, our Roobet support team will explain all future steps and what is needed from you. A self-exclusion is only possible through the support after verifying your identity via two-face authentication; please follow the Roobet Support team's instructions. As self-exclusion is a significant limitation of your account, we must ensure you are confident, and not someone else is asking on your behalf. If our team can be of any assistance to you, they gladly will.

• By E-Mail: support@roobet.com

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 survey and confirm twice you want to end self-exclusion, with at least 48 (forty-eight) hours between the first and second confirmation. The survey aims to ensure you are not addicted to gambling and are in control. 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. The company can not be held liable for the staff member's decision; you are solely responsible for answering the survey accurately and truthfully. You are solely responsible for all damages and losses occurring to you through misinforming the company's staff members. The two confirmations 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, and games of risk again, and do not act out of an urge to gamble or a spontaneous decision. You acknowledge the Roobet Support team can not end the self-exclusion before its agreed end unless you pass the survey and confirm twice, with at least 48 (forty-eight) hours in between, that you want to participate in gambling services again.

During Self-Exclusion, you are not allowed to create a new account on the website or access any service on the website in any way. 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."

Is this support@roobet.com the email address you have sent your emails to? Please forward any relevant communication to petronela.k@casino.guru.

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

Additional comments from the player:

"Dear Pertronela K.

I am writing you a mail about my complaint on Roobet.

Sadly im suffering from gambling problems. The crypto casino keeps accepting account for me and will now hide behind their ToS to prevent me from giving my money back.

Please note that they have broken their own ToS. Which here is the evidence for:

https://youtu.be/JMk77kD0uOs

It is just sad that they do not perform any KYC checks as this would solve most of the problems.

Im requesting a refund, or atleast a compensation from them."

Thank you, jacksonmatsko, for your reply. Could you please forward any supporting evidence that you have informed the casino about your gambling problem?

Thank you Petronela for your response, I have forwarded more information regarding my complaint by email.

Thank you, jacksonmatsko, for your email. Unfortunately, I haven't found any communication between you and the casino that would suggest that you have informed them about the gambling problem.

Dear Petronela K.

Thank you for your response,

I have actually informed the casino about my gambling problem. Multiple times by live chat support and mail also.

I'm sorry, jacksonmatsko, but I haven't received any evidence that would confirm it. Please forward it at your earliest convenience. Thank you in advance.

Dear jacksonmatsko,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.