Roobet Casino - Igračev nalog je ponovo otvoren nakon samoisključenja.

In short, I was permanently self excluded from Roobet, however they removed my self exclusion without permission (even if I ask for it, they shouldn’t have done). I tried to contact live support about it but I was not able to contact I mean there was no way to send a message to live support before depositing.

It basically costed me $3500+ and they banned my account and they are not replying back to my emails

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when exactly you requested permanent self-exclusion from this casino? Kindly forward the original self-exclusion request you sent, along with the casino's response, to [email protected].
• Have you specified the reason why you wish to permanently self-exclude from this casino?
• When was your account reopened? Did you personally request for it to be reopened, or how did you find out that your account had become accessible again?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

It must be around first week of September, as email proves

Yes, I have a gambling addiction and problem

No, I did not request but I kinda realized because there was $15 which I deposited by mistake and there was a requirement that I need to gamble 20% of it to withdraw. however as I was self excluded that money was sleeping for a while.

I have forwarded the email btw, and I could not access to casino’s Live Support agents as well. I was not able to check old messages etc. hope it helps

these screenshots were taken before they closed my account

Hello if there are any agent, Roobet has contacted me and offering me $1000 as good will, and claiming that it was because their agent gave misinformation.

What should I do?

I’m demanding full refund

Hello CasinoGuru agents, Roobet is literally playing on me to remove my tweets and this complaint here, and they are offering me $1k usd for all of this.

I would also like to leave this here

https://x.com/spykeligarul/status/1979188999676633251?s=46

I need an agent ASAP

Please forward me the communication between you and the casino regarding the promised refund at [email protected].

It would also be very helpful if you could send me the self-exclusion request you sent to the casino before your account was closed for the first time.

So far, I have only received one email from you — the one where the casino representative confirmed that your account was permanently excluded from accessing the games. However, the reason for this exclusion was not mentioned.

I have forwarded the email, however I do not have any access to my Roobet account and past chats, they are playing dirty on me

hank you for your email. However, you have only forwarded me the message you posted here as a screenshot. Do you have any emails from the casino regarding the promised refund, stating the exact amount you should be refunded and the reason for it?

I’m unable to proceed with your case at this point, as I haven’t yet received any evidence showing that you were previously self-excluded due to a gambling addiction and that your account was mistakenly reopened.

Thank you for your understanding and cooperation.

I have forwarded the email

As I said they do not let me access to previous live support messages, they do not even let me access to my account.

I know that they will not refund my deposits because they are acting like I started a war on X.

I would like to leave this X thread here as well, they are accepting their mistake btw

https://x.com/allenaeroh/status/1979229805280116943?s=46

The link to your conversation with the casino’s support team on X indicates that you selected a one-month cool-off period. Could you please confirm if this is correct?

Have you ever requested to be permanently self-excluded from this casino due to gambling addiction? If we do not receive evidence of this request within the next few days, I will unfortunately have to reject your complaint due to insufficient evidence.

Are you working for Roobet, I do not know if you guys are paid. I literally asked for a permanent self exclusion? Why would I keep record my live support chat messages. I would like to mention that I have showed my email evidence from support team. However, there is no evidence from Roobet team to support their claims.

Thank you for your replies. I understand that this situation is very frustrating, and I’m sorry you’re going through it.

However, in order to verify any failure in responsible gambling procedures, we must receive clear evidence that a player explicitly requested a permanent self-exclusion due to a gambling problem before the losses occurred. This is the only way we can prove that the casino reopened an account that should have remained permanently blocked.

In your case, despite multiple reminders, we have not received any document or communication confirming that:

• you requested a permanent self-exclusion,
• this request was specifically linked to gambling addiction, and
• the casino acknowledged such a request.

The materials you provided show a one-month cool-off, but we did not receive any evidence of a permanent self-exclusion request or confirmation from the casino that such a restriction had been applied.

Without this information, we cannot establish that the casino made a mistake in reopening your account, and therefore, we are unable to proceed with your complaint any further.

For these reasons, I’m sadly forced to reject this case due to insufficient evidence.

Best regards

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.