Roobet Casino - Igračev nalog nije zatvoren nakon samoisključenja.

Hello,

I requested self-exclusion from Roobet on June 10, 2025. Support confirmed my request and my account was blocked. However, on July 3, I was able to access the account again without making any request to reactivate it. Over the next few days (July 3–14), I lost €3,200.

I reached out to support multiple times — they either ignored me or told me to wait for a reply by email. Eventually, they blocked my account entirely, preventing me from communicating with them.

I have clear evidence: screenshots of my self-exclusion request, emails from support, and account activity showing that I played after the block. This is a violation of responsible gaming obligations.

In total, I have lost around €10,000 on Roobet since I started playing. I have never withdrawn more than €1,000.

I ask for Casino Guru's help to get at least a partial refund of the €3,200 lost due to their breach of policy, or to escalate the complaint further.

Thank you.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Hello Veronika,

Thank you for your response and for taking the time to look into my case.

The reason I requested to be blocked was because, since I registered at Roobet, I have consistently lost money and never managed to withdraw even a small part of what I deposited. I felt that the games were unfair, and to protect myself from further financial harm and gambling addiction, I asked them multiple times to permanently block my account. Unfortunately, they did not act on my request when I needed help the most.

Only after I lost even more money and insisted again, they finally decided to block my account — but by then it was too late. I believe this is against the responsible gambling principles and shows a lack of care for player safety.

I sincerely hope Roobet will acknowledge their failure and refund at least a portion of the losses, especially from the period after my multiple block requests. I no longer wish to play — I just want to put this behind me and move on.

Thank you again for your help and support. I appreciate your fairness and hope for an honest resolution.

Best regards,

Marko

Hello Veronika,

I hope you're doing well. I just wanted to follow up because it's been 4–5 days since my last message and I still haven’t received any reply. I understand that these things take time, but I must admit I’m starting to feel a bit disappointed and uncertain about whether anything will come out of this.

I had faith in Casino Guru's process and fairness, but the silence is making me feel ignored, especially considering how serious my problem is. I really hope someone can still take the time to look into my case properly, because I truly believe I was treated unfairly by the casino.

Thank you for your time and understanding.

Best regards,

[name hidden by Casino Guru]

Hello,

There is only one day left before the response deadline expires, and I still haven’t received any update or reply. I really hope my case won’t be closed without a proper resolution, as I believe I have provided strong reasons and evidence.

I kindly ask for an update and hope that my complaint will be treated seriously.

Thank you once again for your time and support.

I sincerely apologize for the delay in responding. We are currently handling over 1,000 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. Please note that we operate with a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

After reviewing your replies and the emails you’ve sent, I have not yet received any evidence indicating the reason you requested the closure of your account. Could you please confirm whether you mentioned a gambling addiction in any of your communications with the casino?

Thank you for your time. I just wanted to follow up and add a bit more context regarding my self-exclusion request.

As you can see in the message I sent to Roobet support (attached earlier), I clearly asked them to block my account because I no longer wanted to play. I only mentioned Stake.com in that message because I thought saying I would go to another platform might convince them to block me faster – not because I actually planned to switch or continue gambling.

The truth is, I’ve been having serious gambling problems for a while, and I wanted to be blocked permanently to protect myself. I feel that Roobet completely failed to act on that clear self-exclusion request. Instead of blocking me right away, they allowed me to keep playing and losing even more money. Only after I lost everything did they finally block my account.

That’s why I believe they acted irresponsibly, and I hope that Casino Guru will be fair and help resolve this issue. I would be grateful if they refunded at least part of the money I lost during that time. I don’t want to gamble anymore – I just want this to be over and my account permanently blocked.

P.S. I also want to mention that after they failed to act on my self-exclusion request, I became very upset and frustrated, especially after losing my money. That’s why in one of the last messages, I used angry language like "this site is a scam" and "go f*** yourself." I regret writing that now, but I hope you understand that it came out of deep emotional distress due to the situation. My main point is that I asked to be blocked and they ignored it until it was too late.

Thank you again for your support and for giving me a chance to explain.

Best regards,

[name hidden by Casino Guru]

Unfortunately, despite my repeated requests, they left my account open, and I continued to gamble and lose even more money. Only after I lost everything and kept insisting to be blocked, they finally closed my account.

I tried to act responsibly and stop myself from gambling by reaching out to them, but they failed to help me. This whole situation has been mentally exhausting and financially damaging. I feel like the casino should have taken responsibility and excluded me when I asked, instead of waiting until I was completely drained.

I really hope Casino Guru can support me in this case. At the very least, I believe I deserve a partial refund, and I fully accept being permanently blocked from their platform going forward.

I want to clarify my situation once more because I feel like this is not being fully understood. When I asked Roobet to block my account, it was because I was already struggling with serious gambling problems. I was desperate to stop gambling and asked them to close my account permanently.

Maybe I didn’t write it in the clearest way every time because I was under a lot of stress, but the intention was absolutely clear – I needed help and I needed them to block me for good. Instead, they ignored my requests and allowed me to keep playing and losing more money. And only after I lost a lot of money, they finally blocked me.

To me, this is extremely unfair. I see now that other players are facing the same issue, and I can’t help but feel that casinos are being protected more than vulnerable players. If Casino Guru also decides to stand on the casino’s side, I will be very disappointed, because I reached out to you expecting a fair approach and understanding of my situation.

I genuinely hope you will take my case seriously and not let the casino get away with this kind of behavior.

Thank you for your patience while we carefully reviewed your complaint.

After thoroughly examining the communication between you and the casino, as well as all the evidence you submitted, we must unfortunately reject your complaint.

Although you stated in hindsight that your intention was to self-exclude due to gambling problems, we found no clear indication in your original messages to the casino that mentioned gambling addiction or requested a self-exclusion under responsible gambling grounds. Additionally, you repeatedly contacted the support chat without following the provided email instructions and used inappropriate language toward support agents, which hindered proper handling of your case.

Casinos are expected to act upon clear and unambiguous self-exclusion requests. However, in this case, the necessary steps were not followed on your side, and the casino did not receive sufficient information to trigger a responsible gambling exclusion under their policy.

For these reasons, we are unable to proceed further with your complaint or request a refund on your behalf.

Thank you for your understanding.

Best regards

Veronika

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