Roobet Casino - Las preocupaciones sobre la cuenta del jugador conducen a una queja sobre Roobet.

Hello,

This is my first ever complaint about a casino and also last one. Long/short story and I hope I will inspire some gamblers as well with it. I start playing to roobet as a selfexcluded player from Gamstop. Why ? Because I'm a gambling addicted person with mental health issues and also burnout syndrome certificate, suicidal attempts who ruined his family and friends, inviting different stories and lies for money. I realise I need to stop after I lost everything I had into my bank account to the last penny. I'm making this complaint because I want you to do something about this so called roobet casino, because they are allowed people to sign in without any kind of id verification or kyc verification. They don't care you are a gambling addicted person and they just let you bet without any kind of restrictions and without any questions. I've played around $30000 ( more precisely $29,931.51 ) and I won $21,391.36. I'm asking the casino to refund me all my losses or offer me a settlement amount of money so I can carry on with my life and also my medical situation which is really bad at the moment. I'm also asking the casino to take legal measurement against the gambling addicted players and change the verification system they have because loads of people on the Internet suffer a lot because of this and they don't really care about it. I've tried in the last couple of weeks to talk with them on the chat but as soon as I start writing them my chat is closing automatically. I've tried to email them as well without any response and resolution. I will hire a solicitor starting tomorrow to gather evidence from all other roobet customers and formally make an official complaint to the gambling commission from UK and also their local authority. The deposit methods they are using is by crypto currencies and is not traceable and you can't track it. If you make a mistake depositing or withdrawing the funds you can recover it. Also the communication system is really bad as they don't even reply and if they do is after couple of days when it's to late as you lost all the money you have available. The casino RTP is also a lie as is not what they are saying and can prove that from all different players. They also promote this casino on different social media platforms with youtubers playing on their platform ( youtubers playing with casino money ) lying to people and making gambling addicted people to jump in with all this bonuses and offers which will later be a destaster for all of the addicted people. I'm sorry if I repeat myself but I'm shaking and I'm supper stressed because of this situation as nobody do nothing about it and every day loads of complaints are coming with the same subject which is roobet casino.

Dear Davideduard01,

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

Based on the information available to us the casino is licensed under GCB and isn't licensed under UKGC, and is therefore not part of the Gamstop scheme.

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

• Have you informed the casino about your gambling problems?
• Is your player's account closed?

Thank you very much in advance for your reply.

Best regards,

Tomas

I’ve been self excluded with GamStop since 2019, also I had an account with Roobet before which was in the period of my self exclusion and yes I’ve reported them my gambling addiction, also reported them some malfunctions with the live table casino games which they admitted that had a problem in that period. I’ve also requested them to close my account via email in 2023. After that in 2024 I was able to reopen another account with them without any questions or signals of security from their side. They don’t ask any questions, they don’t care of any gambling addiction problems. Their deposits are in cryptocurrency and they don’t have any security measures for that. I’ve been on medical treatment for the past 2 years with burnout syndrome, panic attacks, disorder anxiety and depression. They have no support for people like me and many others.

No, my account is still active and I can login anytime and lose more money.

Thanks for the explanation.

Please note that Roobet is licensed under GCB and isn't part of the Gamstop scheme. Only casinos licensed under UKGC are mandated to take into account Gamstop registrations.

I checked the website and noticed the casino doesn't seem to accept players from the UK.

Before depositing the casino currently asks for your personal information.

• Have you provided accurate personal information when creating your accounts in the casino?
• When did you create the most recent account?
• Were any of your accounts in Roobet verified? Which verification level?

• Could you please provide evidence you informed the casino about your gambling problems and difficulties? Send this proof to my email at tomas@casino.guru

Since your account is not yet closed, as a precaution, I would advise you to request a self-exclusion due to gambling addiction again.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly 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 excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is 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."

Please send another email to support@roobet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thank you in advance.

Hello,

First off all I want to say thank you for your help and also for the support. Roobet in general is a scam casino, legal one tho. They have complains all over the place. Now is a big legal action in USA with the legal authorities because they made contracts to YouTubers to promote them. The YouTubers are using VPNs to play on their casino. Everybody is using vpns to play on their casino. That is the beginning of my story because I start watching this YouTubers playing and winning everyday and that’s how I start again gambling. They should have all my requests and conversations on the chat when I requested my account closure and also when I told them I’m a gambling addicted person and I also told them I play from UK and that I’m using vpn. I’ve got the last email from my first account when I had enough of them and asked them to close my account because they wouldn’t even reply to my messages on the chat. I’ve tried again to talk with them on the chat support but they’ve blocked me and every single time when I’m trying to write them the chat is closing automatically and nobody is bothered to reply back to me. That’s why I couldn’t even chat with no one from there. I told them to give me my vault money I have in there cause I want to close this account as well and they said is not possible. They should have all this conversations with all my requests into their data base because I was stupid and didn’t thought saving them. I don’t want all the deposits back. I just want the money I’ve lost in there and that’s about 7000-8000$ because I had withdrawals as well from them and I don’t want to scam nobody. I’m a true person and I have never lied in my life. The addiction killed me as a person and transform me in a person I don’t want to be anymore and I’ve started my treatments regarding this. As I said before in USA they started a legal action against this company and sooner or later they will fall. It’s a shame in UK nobody is taking actions against this legal scam company. Also remember I’ve complained about the rigged table game, more specifically roulette and they admitted having problems with it and I’ve got that on my email address.

Hello again,

I will proceed with my account closure once I will have a settlement from them. I don’t want to close my account with them at the moment because I know once the account is closed I won’t be able to do anything. I will also post on the social media every single conversation I had with them before where they admitted they had problems with the roulette table games. I will also hire in the next couple of days a solicitor to start a court case with this company in here because their kyc verification is non-existent and you can open as many accounts as you want. They won’t check your name, address, ip, nothing at all. There are also complains and also I’ve seen a similar case like mine where this company agree for a settlement and also they’ve admitted it was their fault for non checking the player details. Their casino table games are rigged and I have loads of recordings with YouTubers admitting and also facing this problems with them. You can deposit anytime any kind of crypto from every corner of this world without nobody questioning you about your money and about yourself as a person. I’m just waiting for them to answer and I will continue with all the legal proceedings I have in UK and not only. Even if I won’t get my money back I don’t really care but I want to show people who’s behind this company and advice everybody to think twice before they will open an account on this platform.

Thanks for your reply.

Unfortunately, based on the provided evidence we are unable to confront the casino. Even casinos licenced outside of UKGC need to offer self-exclusion due to gambling problems, which we believe you should take advantage of.

If you inform the casino about your gambling issues, we believe they have obligation to prevent you from gambling further.

Without the details I asked about earlier, we can't proceed with the complaint, and it will be closed. Please let me know how you wish to proceed with your complaint.

Dear Davideduard01,

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.

I’ve sent you already couple of emails with the proofs. I didn’t received any reply back from you

Dear Davideduard01,

Simple account closure doesn't represent player protection; therefore, a request for account closure and deletion isn't proof you were supposed to be protected from our point of view. Please let me know if you requested a self-exclusion due to gambling problems I advised you to do earlier. If you haven't informed the casino about your gambling problems, we don't think they had an obligation to protect you, and we won't ask for a refund.

Ipll await your reply.

Doesn’t matter, you won’t do anyway, I won’t be surprised if you are sponsored by them as well. I’ve already told you I spoke with them on the chat in the past telling them I’m a gambling addicted and they asked me to email them for account closure which I did and I’ve sent you the proof of that.

Thanks for your reply.

If you inform the live chat about your gambling addiction, but not the department that is directly able to enact a self-exclusion, this might cause your request might be delayed or not taken into account. Please let me know whether you sent a self-exclusion request, in which you informed the casino about your gambling problems, and whether your account was closed as a result. The emails you sent to me don't indicate that you informed the casino about your gambling problems, and therefore won't be able to ask the casino for a refund. The complaint will be closed after you confirm you sent the casino a proper self-exclusion request and after you confirm your account has been closed. I apologize for the inconvenience.

Dear Davideduard01,

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.

don worry close I’ll deal with it myself

Thanks for your reply.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.