Roobet Casino - Player was lured back to gambling by casino’s promotion.

Hello,

I have been struggling with a gambling addiction for around 2 years. Around 2 or 3 weeks ago I finally excluded my roobet account and informed them I had a gambling addiction. It seemed like I was finally going to get clean from gambling. However on the 31st august roobet emailed me a promotion telling me to deposit to their website.

This triggered my unavoidable urge to gamble and I created a new account on their site under a different alias and lost $150. In an attempt to stop myself I deleted my 2 factor authentication app so that I couldn’t log in to the account anymore but the same day I then lost another $350 chasing my losses on other casinos.

Dear Luc7777

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. Have you requested your previous account to be simply closed for a certain period of time, or you’ve self-excluded yourself permanently due to a gambling addiction? Could you please confirm that you’ve used the same credentials to open your new account as with the old one?

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

The account is locked permanently and the casino were informed and acknowledged my gambling addiction. I did create the second account with a different email, my grievance with the casino is that they sent promotional content to an excluded player I’m not claiming that they should have detected the opening of my second account. As you can see the casino excluded me on 5th august and sent me a promotional email telling me to deposit to their site on the 31st August. Please privatise this response as it shows my name on the email.

here is proof that the promotional email they sent me was dated 31/08/23 as this was cut from the original screenshot that I sent

Were there any discrepancies in your personal information when you opened your second account, such as DOB, name, or home address, please?

Hi,

This casino doesn’t require kyc to play you just sign up with an email.

As I stated I did use a different email, my frustration is that they sent promotional content to an excluded player not that they didn’t detect the opening of the new account

Hello,

it turns out that the casino had already emailed me offering compensation before I opened this complaint but for some reason the email had ended up in my spam so I didn’t see it.

you can mark this as solved

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Luc7777, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru