Roobet Casino - La cuenta del jugador ha sido restablecida incorrectamente.

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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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 support@roobet.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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 tomas@casino.guru

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.

Hey Tomas, thanks for the response!

After a bit of digging I'm not sure I can find any evidence of me directly informing the casino I have an addiction, I do have an email from 2020 about an exclusion I requested where I stated the reason as "The reason for locking is **** gambling i just lost all my **** money" If you count that, thats probably the closest to directly telling them I have an addiction.

I understand and cannot argue with casino gurus stance on cases like this but I must ask to what extent must a player go to make sure they are protected? I kind of figured permanent exclusion as the ultimate safety tool but then the casino can undo it and its totally ok? Only if the player specifically informs them of addiction is it an issue? Like myself there are many people who would be embarrassed or otherwise feel weird about admitting addiction to a casino while still requesting exclusions for their own safety... but then they aren't safe at all if a casino can undo the exclusion with no consequence simply because the player didn't tell them about the addiction they are embarrassed of. I think requesting a permanent exclusion in a way IS informing the casino of your problem.

If for example instead of emailing them for exclusion I had used their built in tools to exclude myself permanently without using support at all, and was never given a chance to tell them a reason, would that case be any different than this case? Would I have needed to talk to live support about my addiction first before hand?

I just wish to understand very clearly in what cases is the casino in the wrong? I figured them lying that my account was deleted, or that a casino should never change a permanent exclusion especially when their TOS says exclusions cannot be changed is more than enough but I understand there are many specifics that must fall into place with something like this.

To proceed, at the very least I want roobet to allow me to withdraw my current balance (Now about $18.80 BTC) before perma closing my account again.

Dear Squingol,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

I appreciate your help Tomas, I look forward to getting this complaint closed with Kubo however it ends up happening 🙂

Dear Squingol,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Roobet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Roobet Casino,

We kindly ask you to provide a comprehensive explanation of this matter, including the steps that will be taken to resolve it. In particular, please clarify the following points:

• Why does the player’s account remain accessible despite their request for account closure?
• What actions are planned regarding the remaining balance on the account?

Thank you in advance for your cooperation and timely response.

Best regards,

Kubo

Hey Kubo, thanks for taking the time to check my complaint!

I have no new information or updates since my last response but if there is any information you need that I have not already provided please let me know 🙂

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guro

Please find below the relevant facts regarding this case.

The Player's account has been restricted by one of our support agents to protect the player, due to RG concerns. Bets and Deposits were not possible were not possible during that time. Roobet acknowledges that there has been a mistake, and the account should have been fully banned by the support agent instead of restricting it. The account has been permanently locked now.  

Roobet uses an automated RG tool through which the player can exclude themselves for a limited time or permanently. Neither option has been used by the player.

The account holds a remaining Balance of 23.93 USD. We are happy to transfer the funds to a BTC wallet of the User if he provides us with one.

Kindly let us know if you need any further clarification.

I can confirm I received the $23.90~ BTC payment for the remaining balance of my Roobet account, I would like to wait for Kubos response to determine whether this complaint should be closed now or If Roobet still owes me partially for losses endured after they re-opened my account.

I also want to wish a Happy New Year to Casino Guru aswell as the Roobet team here 🙂

Hello Everyone,

Wishing you all a Happy New Year 2026!

Dear Roobet Casino,

Thank you for processing the refund of the player’s remaining balance.

Dear Squingol,

Thank you for your confirmation. From our perspective, at this point, there are only two possible outcomes:

1. The complaint is closed as resolved, since the remaining amount in the account has been returned and the account was closed as required.
2. The complaint is rejected, if you are not satisfied with the outcome, as we do not mark complaints as resolved without providing a favorable solution to the player.

As mentioned in your initial message, you did not explicitly disclose a gambling problem when requesting your account closure. For this reason, we are unable to treat this matter as a failure of self-exclusion, and any losses incurred during this period are unfortunately not eligible for a refund. I am very sorry for this outcome.

Since your initial issue- the return of the remaining balance and final closure of your account - has now been resolved, I would proceed with closing the complaint as resolved. Would this be acceptable to you?

Thank you very much for your cooperation and understanding.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Squingol,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo