Roobet Casino - Igrački nalog je nepravilno vraćen.

On January 15th of this year (2025) I asked Roobet for a permanent self exclusion/deletion of my account via email. After the "cooldown" period to make sure I really want to exclude I received an email from them again asking me how long I wanted to exclude for and I replied

"Please permanently entirely delete my account forever i do not ever want to play on roobet again", I was told in response

"Hello. Your account is now in the process of being deleted per your request."

and after that my account was disabled and I could not log in or access it at all, but they did NOT delete it.

I will admit that during this process, I did not specifically tell the casino that I was facing gambling addiction issues and presented it as me being upset with the casino itself. This is because I was embarrassed to admit my addiction especially to the very operator I had been feeding my money to for the last almost 6 years.

At this point it would be reasonable to assume that I as a player am now excluded from Roobet with no ability to come back right?...

Well about 1 month later on February 14th I remembered that I had about $100~ in unclaimed referrals and not wanting to let that get thrown in the void of Roobets pockets I asked them if there was a way to unlock my account again and was told yes, I can unlock it again after answering their gambling addiction questionnaire.

Admittedly, I did lie when answering. I was not truthful because I was scared I wouldn't be able to recover the account and get the $100 in my referrals If I answered otherwise.

4 days after my initial email to unlock the account, on February 18th they unlocked my account again and up until a few days ago it remained entirely functional and Ive been able to deposit and play and withdraw, everything.

A few days ago they disabled my gameplay and deposits/withdraws but did not revoke my access to the account. This is because I began the process of emailing them about this situation and how to resolve it. (They were unwilling to resolve it over email so thats why I resorted to this complaint)

I propose to them to once again fully close and delete my account (permanently for real this time) and a partial refund of losses from the time it was unlocked again, aswell as allow me to withdraw my remaining balance. (As of writing I have about $13 from referral claims in my BTC balance on site I would like to withdraw - if the remaining claimable amount in my refs is under their minimum of $5 claim I am fine to forget about it)

I understand there is a large gap between the day it was unlocked and now so that is why I believe a partial refund of losses and not full would be acceptable. The reason for waiting so long is because I had fallen back into the addiction and recently I have been taking steps to minimize and remove gambling from my life entirely and take this addiction more seriously.

Roobets own responsible gambling page very clearly states "Self-Exclusion is irreversible and cannot be modified by our team." I believe they have failed to follow safe gambling procedures with my account by re-opening a permanently excluded player account (let alone that was assured will be DELETED)

Also to clarify the $13 amount I have set for this dispute is simply the amount of money in my BTC Balance on Roobet right now, I am not sure what my total losses from Unlocked to Now would be. I tried to ask their live support a few days ago but my ticket was instantly closed.

I will attach screenshots of me requesting permanent exclusion/deletion and the confirmation from Roobet that I was excluded and my account would be deleted.

SS1 - Me requesting exclusion/deletion

SS2 - Confirming I want exclusion/deletion and placing me on 48 cooldown

SS3 - the email i received later to confirm that I want exclusion/deletion and for how long

SS4 - Same email as SS3 but shows pressing the "contact support button" opens a new email draft to support where you just say how long you want to exclude.

SS5 - Shows me sending that email that is drafted for me and filling in again that I want my account permanently deleted/excluded.

SS6 - Roobet confirms my request and informs me my account is being deleted.

I will also include a screenshot of roobets responsible gambling page that specifically says exclusions CANNOT be modified.

(I will add remaining attachments separately as I am being limited to 5 attachments for the main post here)

(Also since they contain my email address, please keep these screenshots marked private in this dispute)

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roobet Casino. Please note we don't accept commissions of money recovered from online casinos. Our complaint resolution service is free for players.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• When was the last time the casino allowed you to deposit?
• Have you informed the casino about your gambling addiction at any point in the past?
• Have you expressed suffering from gambling problems, or requested urgent help with not being able to control your gambling, to support?

If your account is currently not blocked, as the next step, I recommend you contact the casino again and request a self-exclusion due to gambling addiction via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Roobet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Thanks for your patience.

We can assist with a refund request only in cases where we can conclude the casino should have protected you from further gambling. Our point of view is that if you inform the casino about suffering from gambling issues, they should protect you from further play. If you don't remember ever informing the casino, try to recover your live chats with the casino or browse your saved correspondence with the casino for evidence.

If you happen to recover such evidence, please forward it to me at [email protected]

In any case, our recommendation is for you to disclose your gambling addiction to the casino so that the casino is informed and can act to protect you. Feel free to use the template I shared with you earlier. Please let me know how you wish to proceed.