Roobet Casino - La cuenta del jugador ha sido cerrada debido a la adicción al juego.

Dear mohamed785,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roobet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide proof your earlier account was closed due to you informing the casino of your gambling addiction?
• Was your earlier account verified? To which level?
• Have you asked the casino for a refund due to failed player protection? With what result?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Tomas,

Thank you for your response and for your willingness to assist with my issue regarding Roobet Casino. Please find my answers to your questions below:

Proof of Earlier Account Closure:

My previous account was closed after I informed the casino of my gambling addiction. I will attach relevant communication as evidence to demonstrate this.

Verification of Earlier Account:

The account at the first and second levels has been successfully verified

Request for Refund Due to Failed Player Protection:

Yes, I requested a refund from the casino, citing their failure to protect me as a player with a known gambling problem. Unfortunately, their response was inadequate, offering only a partial refund that does not address the larger issue.

Communication with the Casino:

I will provide screenshots and emails demonstrating my interactions with the casino. I will send these documents to your email (tomas@casino.guru) as requested.

I sincerely hope these details will help clarify the situation and enable a swift resolution. Please let me know if there is anything else you require.

However, I must emphasize that I will not accept any resolution that does not include compensation of $500 for the damages caused by Roobet Casino's failure to uphold player protection measures.

The casino has violated international regulations by allowing a self-identified gambling addict to continue wagering. casino verify my identity , but I also had to take the initiative to request account closure myself, which they failed to enforce proactively. Their negligence has put my well-being at risk and caused significant harm.

I urge you to address this matter seriously and ensure that appropriate compensation is provided. If this issue is closed without such resolution, I will be forced to escalate the matter further.

Thanks for your reply.

I am sorry but this is not the proof we are looking for.

Kindly provide proof of your earlier account (User3177) being blocked due to gambling addiction. From the information provided, it's not apparent which account the conversation from the screenshot (between you and live chat support) is about and your other screenshots are regarding your newer account. Without this proof, we won't be able to argue your case against the casino.

Kindly share a screenshot of your attempts to log in to your previous account showing it's blocked, or share an acknowledgment from the casino regarding casino support your User3177 account is blocked due to gambling addiction. I apologize for the inconvenience.

My email is tomas@casino.guru

Dear mohamed785,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, the player has not responded to our messages and inquiries. Therefore, we cannot proceed with further investigation and have no alternative but to dismiss this complaint. The player can reopen this complaint after submitting the requested information to tomas@casino.guru