Roobet Casino - The player's self exclusion failed.

Dear casino guru,

i am suffering an extremely long and hard addiction with gambling despite putting multiple blocks in place, i am still able to create an account and gamble on roobet.

faults on my side:

Yes i am based in the United Kingdom which is a banned location on roobet

Yes vpn is prohibited, some accounts i have used VPN and some accounts i was allowed to open from the UK.

Yes i have opened multiple accounts under a false name.

Faults on behalf of roobet:

Having specifically told roobet that i am a problem gambler based in the uk and that despite having gamstop and bans in place which prevent me from gambling on any other site. Roobet still allows me to open accounts and gamble. Stake is a casino that used to Avoid KYC checks, but now even they have implemented kyc checks upon account creation due to this exact problem.

From the emails that i’m happy to forward, roobet is well aware that vpn is being used. However, they continue to let me gamble until i lose and my addiction gets carried away, at this point they simply block the account and say you’ve violated T&C’s.

This is the MAIN PROBLEM THAT I WANT TO ADDRESS! Not only in my individual case but i also want casinogurus and the rest of the community to be aware of what is going on here:

I’m a problem gambler who has made over 20 accounts on Roobet. Each time i gamble and my addiction makes me lose more than i can afford i close the account and reach out to roobet to permanently block me and IP Ban me.

However, as any problem gambler knows, if the casino doesn’t have strict regulations in place or KYC Checks. Then all you have to do is create a new account with a false name and deposit and gamble away and roobet will not intervene unless either its a big win (where roobet blocks the account) or you make a complaint and roobet blocks the account based on T&C’s violation.

Heres the big problem:

If roobet does not perform these kyc checks are required by the curaçao regulator, then how could they possibly prevent a gambling addict like myself to repeatedly create a new account.

I am well aware of the risks of gambling, but also aware that my account could be blocked and my funds frozen on roobet at any time due to T&C’s violations. I am also aware that if i win big on roobet with one of the accounts then it will not be paid due to violations of T&C’s.

However, I can still make new accounts and gamble and lose due to my addiction.

How is this something that’s allowed to happen. I fail to believe that roobet genuinely don’t see the flaw in this? It is purposely designed that way to skip KYC so that addicts like myself are drained of their funds.

In total Over all accounts i have lost close to £20,000. This cannot carry on, I need roobet to acknowledge their mistake, Permanently block me both Via IP Block and Through ID block. But neither of this will be effective in stopping me from re accessing the site unless KYC checks are done upon registration right?? If not the loop just continues of draining gamblers like myself.

on this recent account i have deposits over £3,600. Which i would like roobet to refund me. Also to Casinoguru staff, this needs to be made known to the community as well because vulnerable problem gamblers like myself are being exploited due to this "loophole" that roobet has designed and even stake has faced scrutiny and court claims recently for failing to perform KYC on registration which roobet are still not doing!!

Hello jurgentruf14,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Roobet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you're self excluded in Roobet Casino? How many deposits you did in total? Did you ever receive any refund from the casino?

Please note that as long as you created multiple accounts while using different names, the casino is not able to find out who you really are to prevent you from playing.

In this case I can really only recommend to find an institution which would help with your addiction.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

yes i’ve been self excluded from Roobet over 10 times. I have requested them to IP block me in the past and i’ve also explained to them how myself and others like me are also suffering due to the lack of responsible gambling shown by roobet.

Each time i’ve used the same crypto exchange, exactly the same BTC wallet to send deposits from, the exact same IP, the exact same mobile device to access the site. The chance of the casino not knowing that its the same person are very slim!

Look at any other self exclusion, such as gamstop and even self exclusion practices from Stake.com similar crypto casino to roobet. If you are self excluded then it would be impossible to re access the site as KYC checks would be needed to open an account. Therefore preventing any self excluded players from playing. How would self exclusion be possible if this is not in place?

simply by blocking a name and address doesn’t fully self-exclude players like myself. In addition to this having 20+ accounts all with losses and eventually requesting account closure is clearly an absolutely lunatic idea. It’s not trying to cheat the casino, it’s an addiction that makes you believe that even despite the extremely high likelihood of account being closed and winnings not being paid, the act of gambling itself is being assisted by roobet and completely exploiting players like me.

I am currently seeking gambling counselling and my counsellor explains why blocks and self exclusions are compulsory to prevent a relapse. However how can this ever be achieved if I’m allowed to do this on roobet? In addition to this, the reimbursement im requesting is simply for this account, i can live with the fact that nearly 20 accounts have all been in losses but this final account and its deposits of approximately £3,600 has pushed me over the edge and contemplating suicide. All because roobet doesn’t want to perform kyc checks to verify players which the only purpose is to exploit problem gamblers like myself.

https://casino.guru/stake-casino-the-player-s-self-exclusion-was-ignored

dear casinoguru, the link above is to a similar casino with a player that had been in a similar situation to myself. I can see that he/she has done the proper research in to this and it clearly states all the breaches with the curaçao gaming regulator.

This player was offered a settlement for all damages to that point and agreed and I believe probably signed an official settlement which would reimbursement him and furthermore prevent him from accessing the site and creating more accounts.

However this person continued even after the settlement and thus was not reimbursed. I am seeking a similar reimbursement from roobet and as mentioned i hve had several losses on accounts in the past accumulating nearly £20,000 in losses. However to settle this i only ask for a reimbursement and settlement on my most recent account and i am happy to agree on a settlement to not play on roobet.

Stake had actually updated its policies as i researched in to this, they now make it compulsory for new registrations to submit ID and Utility bill checks to verify KYC. This exact thing is what Roobet need to do for the safety and security of gambling society. The reason i am so vocal on this matter is not simply because of the massive effect that its had on me, but i am more than sure that there are 100’s if not 1000’s of people just like me in the community who have been extorted for everything because of a lack of KYC.

Its sucy a simple process of validating KYC which roobet also do, but simply don’t ask new users to do it.

Dear Nick,

would you have an email address so that i can kindly CC you in to the email thread with roobet?

i’ve tried to CC someone from the staff list at casinoguru but im not sure if they are the right person to cc. Thanks

Please forward the mentioned communication to nikolas.b@casino.guru.

Hi nick, i have cc’d you in to the email thread

Hi Nick, i’ve cc’d you in to all the communications that i’m currently having with Roobet.

As you may have read the key problem here is that:

Firstly, roobet seems to be the only crypto casino that isn’t being blocked by my bans and blocking services

Secondly despite numerous times asking for lifetime ban and account ban, only now has roobet taken then step to block my IP.

Thirdly KYC ID checks were not requested or performed on any account. I understand some casinos do not have these systems in place, however roobet does have these systems in place but has not performed any id checks on any of the accounts that i have used. How can one possibly circumvent roobet and its policies if ID CHECKS are in place? 

I’ve agreed to parting ways from roobet and confirm that i will no longer use roobet and further i have provided IP details to block my access.

IF IP BLOCK WAS INITIATED WHEN REQUIRED LIFETIME EXCLUSION NUMEROUS TIMES AND IF KYC ID CHECKS WERE TAKEN BY ROOBET THEN IT WOULD HAVE BEEN IMPOSSIBLE TO CIRCUMVENT ANY OF ROOBET’S TOS’S.

This being the Main complaint issue here. Roobet cannot possibly stand behind its Terms of Services and divert all blame to the user for breaches when Roobet themselves not only breach their own TOS’s, but further endanger and exploit people like myself who have tried everything to block their own actions but are being enabled by a casino like roobet due to failure in due diligence and a lack of the basic responsibility needed to hold a gaming license from curaçao regulator.

From the emails that i have CC’d and forwarded to you hopefully you too can see this.

I have also provided them my IP details to block access on the site and have agreed to not access the site.

The reimbursement i’ve asked in return of £3,200 is only for the most recent account (username: Jurgtref14) which once again wouldn’t have been opened if roobet had responsibly completed the above mentioned tasks. This is also a small reimbursement when compared to the £10,000-15,000 that i have deposited on the casino after many self exclusions.

Finally to Casino Guru’s, Forum readers, Roobet and other Roobet customers:

Almost all the Complaints about roobet on casino guru apart from missing deposit complaints can all be prevented by roobet with one simple change -

TO VERIFY KYC AND PERFORM ID CHECKS UPON REGISTRATION/FIRST DEPOSIT.

Just ask yourself why a casino which has all these systems in place already to verify id, prove country of residence, prove source of funds and by law has to prevent all money laundering activities through (AML) requirements for which once again roobet has the third party verification system integrated into the website.

1. this could prevent anyone from breaching TOS’s by the use of VPN.
2. prevents money laundering
3. prevents users from restricted regions from opening accounts
4. prevents Minors (children under the age of 18 gambling on the site)
5. prevents self excluded players from relapsing and opening multiple accounts
6. makes life a lot easier for third party resolution centres such as casino gurus from investigating cases like this.
7. surely makes it easier for their compliance team to deal with complaints

SO WHY DOES THE CASINO NOT TRIGGER THIS UPON ACCOUNT REGISTRATION? stake.com is a similar crypo site which recently made KYC ID CHECKS MANDATORY ON REGISTRATION BECAUSE THEY TOO REALISE THAT THEY CAN’T CARRY ON EXPLOITING PEOPLE WITHOUT HAVING TO FACE CONSEQUENCES FROM REGULATORS, USERS, INVESTIGATIONS AND MEDIA.

This is what i want to make people aware of, i have gambled way more than i can afford, i know this and when i have lost more than i can afford, i don’t make up silly reasons to ask for a refund, i know i have a problem and i know i have lost money which i cannot get back.

However, THIS IS COMPLETELY DIFFERENT. I believe this is actually illegal but i’m not a lawyer or have any power to stand up against a massive casino like roobet which is why I require the help of Casino Guru and any forum users reading this.

What they are quite frankly doing is:

1. "milking" (EXPLOITING) gambling addict by giving them hope that despite all exclusion you can still access the site and win money even though if you win they will confiscate winnings and use TOS against you but will happily allow you to lose until you don’t and then magically KYC ID CHECK IS UNANIMOUSLY TRIGGERED.
2. Allowing minors to gamble in the false hope that they can turn whatever pocket money they have into the 100’s of thousands that they see their favourite roobet sponsored false balance streamers win.
3. Whoever else they can milk from restricted regions and deny paying out or refunding them due to it being a restricted region. Its actually humorous, A restricted region is actually a restriction on roobet preventing them to operate a casino in that country/ region, so please tell me how they’ve managed to flip the law and take restricted users deposits due to TOS VIOLATIONS?

Dear jurgentruf14,

Thank you for all the information provided. I can fully understand your frustration over this issue but I might disappoint you as well. From the e-mail you provided it is clearly visible that the casino tried to prevent you from ever joining to their website but it is basically impossible to do so if you provided fake details and even used a VPN. There are only a very few casinos which do KYC after the registration or before the first deposit and as this is a crypto casino where you need only a e-mail address to register, it is impossible for the casino to catch a self excluded person right away.

Based on the e-mails I believe that the casino did everything in their possibilities to prevent you from joining them again and you have to understand that you are responsible for your actions as well.

You can still try to turn to licensing authorities but I hardly doubt that it will have any different outcome.

We will be now closing the complaint as the casino acted according to their terms and did nothing wrong.

Wish you best luck in the future and I hope you won't struggle with any more gambling issues.

Best regards,

Nick