Roobet Casino - Se ignora la solicitud de cierre de cuenta del jugador.

I would like to file an official complaint against Roobet Casino.

I am a problem gambler, and I have made several attempts within a short period to self-exclude or permanently close my account with Roobet. On April 10th, 2025, I contacted their live chat support and requested that my account be permanently deleted. I was given clear instructions to send an email to cs@roobet.com requesting the account closure.

I followed their instructions and sent the email, but I never received any response. This allowed me to continue gambling on their platform, despite my condition. As a compulsive gambler, this lack of action had serious consequences for me.

On May 1st, 2025, I asked them to lock my account for 14 days. They responded with a one-day delay. However, during this lock period—specifically on May 5th, 2025—I attempted to create a new account using identical personal and address details. To my surprise, the account creation was successful, despite the ongoing lock. On that day, I lost all my savings.

I contacted Roobet again, but they refused to refund the money. Our email correspondence continued until they claimed that if I had properly requested full account closure on April 10th, 2025, the situation would have been different. I then provided proof in the form of a screenshot showing the content of my email, including sender and recipient. After that, they stopped responding altogether.

I suffer from a severe gambling addiction and was not thinking rationally during that period. Had Roobet’s system functioned correctly, I would not have been able to gamble on May 5th, 2025—especially not by creating a new account with the same personal information during an active lock period.

I have saved screenshots of the account creation confirmation, our email conversations, and the original account closure request sent on April 10th. Roobet was fully aware of my gambling problem but failed to act responsibly.

I am requesting a full refund of the money lost on May 5th, 2025, because I should not have been able to access their platform or play on that day. Their system allowed a clear breach of self-exclusion and lock mechanisms, and this has caused me significant harm.

I hope Casino Guru will take this matter seriously and assist in finding a fair resolution.

+ on those 2 accounts i had different profilenames and emails. You can see them on those evidence pics but if you want me to send you those names just ask.

Dear Mike2002,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you’ve encountered. To better understand your situation, I would like to ask you a few clarifying questions.

• Could you please confirm whether you explicitly informed the casino about having a gambling addiction? In the email you sent on 10 April, there is no mention of this as the reason for your account closure request.

It’s important to distinguish between a standard account closure and a self-exclusion:

Account closure is a simple request with limited consequences. Players can usually reopen their accounts at any time, and the casino does not have a continuing duty to prevent future access.

Self-exclusion is a more formal process. When requested due to gambling problems, it obliges the casino to take active steps to protect the player, such as preventing further access and blocking marketing communications.

Please also note that requesting a cooling-off period is not the same as self-exclusion. Cooling-off periods are generally intended for recreational players who wish to take a short break, not for those struggling with gambling addiction.

• Lastly, have any of your accounts been fully verified (KYC completed)?

I hope we’ll be able to assist you further with your case. Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi, as far as I know, I mentioned my gambling addiction on 10.4.2025 to the live chat when I asked them to delete my account, after that I received precise instructions on how to proceed and I acted according to them. Those instructions did not say that I had to separately state the reason for deleting the account in the email. Also, note that roobet never replied to that email and continued to lie after the losses about how I had never sent them that email even though I have proof of it and after that I never heard from them again. I no longer have access to either account, but this Mike2002 account has undergone several kyc verification levels. Where do I verify my identity. No verification levels have been made for the user Manic666 because they are not requested at first. Remember that both users have my personal personal and address information. And I should not have had access to create a new user with the same information on 5.5.2025 and lose my money. I should have been locked out and unable to play. I hope you can help.

Hei, tietääkseni mainitsin peliriippuvuudestani 10.4.2025 live chatille kun pyysin heitä poistamaan tilini, sen jälkeen sain tarkat ohjeet miten toimia ja toimin niiden mukaan. Niissä ohjeissa ei lukenut että täytyisi erikseen sähköpostissa mainita syy tilin poistamiselle. Lisäksi huomatkaa että roobet ei koskaan vastannut tuohon sähköpostiin ja jatkoi tappioiden jälkeen valehtelemista siitä kuinka en koskaan olisi lähettänyt heille tuota sähköpostia vaikkakin minulla todiste siitä on ja tämän jälkeen heistä ei enään kuulunut. Minulla ei ole enään pääsyä kummallekkaan tilille mutta tämä Mike2002 tili on suoritettu useampi kyc vahvistus taso. Missä vahvistan henkilöllisyyteni. Manic666 käyttäjälle ei ole tehty vahvistustasoja sillä aluksi niitä ei pyydetä. Muistakaa että molemmat käyttäjät on minun henkilökohtaisilla henkilö- sekä osoitetiedoilla. Eikä minulla olisi pitänyt olla pääsyä luomaan uutta käyttäjää samoilla tiedoilla tuollon 5.5.2025 ja hävitä rahojani. Minun olisi kuulunut olla lukittuna ja ilman mahdollisuutta pelata. Toivottavasti pystytte auttamaan.

Hey, has the matter progressed as I haven't heard anything from you in 3 days?

hei, onko asia edennyt kun en ole kuullut teistä mitään 3 päivään?

Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly disclosed a gambling addiction and requested account closure, but the casino failed to act on that request. If you do not have any chat transcripts or screenshots proving that the casino was made aware of your gambling problems, we unfortunately won't be able to help you. In such a case, your request to close the account would be treated as a standard account closure rather than a self-exclusion.

I understand, but it is impossible to get a screenshot of the conversations when I no longer have access to the account. And when I sent them that request, I didn't think at that moment that I needed to take a screenshot of the conversation. And the point of the matter was that my account was locked and yet during the lockout I was able to create a new user with completely identical personal and address information, which means that roobet does not care about responsible gaming. Also, when I proved to roobet that I had sent them this email about closing the account, they no longer responded to me and before I proved it, they claimed that I had not sent them this email. Have you discussed this with roobet? You could get all the previous chat conversations from them. In my opinion, in this case, it would be reasonable to return at least 50% of the money played and deposited from that 5.5.2025 that I played with that new manic666 user.

Ymmärrän, mutta on mahdotonta saada kuvankaappausta käydyistä keskusteluista kun minulla ei ole enään pääsyä tilille. Sekä kun tuon pyynnön heille laitoin niin ei siinä hetkessä ajattele että täytyisi ottaa kuvankaappaus keskustelusta. Sekä asian pointtina ollut se että minun tili oli lukittuna ja silti lukituksen aikana minä pystyin luomaan täysin identtisillä henkilö-sekä osoite tiedoilla uuden käyttäjän joka tarkoittaa sitä ettei roobet pidä huolta vastuullisesta pelaamisesta. Myöskin se että kun todistin roobetille että olin tämän sähköpostin tilin sulkemisesta lähettänyt heille niin he eivät enään vastanneet minulle ja ennen kuin todistin sen niin he väittivät etten olisi tätä sähköpostia heille lähettänyt. Oletteko keskustelleet roobetin kanssa tästä? Heiltä voisi saada kaikki aikaisemmat chat keskustelut. Minusta tässä tapauksessa olisi kohtuullista palauttaa edes 50% pelatuista sekä talletetuista rahoista tuosta 5.5.2025 jotka pelasin tuolla uudella manic666 käyttäjällä.

Thank you for your reply. Unfortunately, we are unable to assist with your complaint.

While we understand and empathize with the situation you've described, we can only mediate complaints related to gambling addiction when a player can provide clear evidence that the addiction was disclosed to the casino before the harmful gambling took place.

In your case, the email you sent to the casino did not mention your gambling problem, and you have stated that you no longer have access to chat transcripts or screenshots confirming that you informed the casino via live chat. Without such evidence, we cannot hold the casino accountable for failing to implement self-exclusion measures, and we must treat your account closure request as a standard one.

We understand this may be disappointing, but our role is limited to cases where the necessary proof is available. If you happen to retrieve any concrete evidence in the future, feel free to reopen this case.

We wish you all the best moving forward and encourage you to continue seeking support for your gambling struggles.

Kind regards

Veronika

Casino.Guru Team

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