Topic: Roobet.com Allowing self excluded players Gambling addicted to continue playing - page 3. (Read 1129 times)

I lied about what? the only time i lied was the first time when i answered those questions to get unban and every gambling addict will do it

Everyting other i have said here is true if u think i lie about someting just say for what i have lied and il send u photos

OK, so OP lied....I've yet to come across someone with a gambling, alcohol, or drug problem that hasn't lied.  And to be fair, he's admitting it here, so personally I wouldn't hold that against him to any great extent. 

On the other hand, regardless of what an online casino promises as far as helping problem gamblers, ultimately the responsibility rests in the hands of the individual.  A lot of these casinos have proven themselves to be shady as hell, and if you find out that they're not honoring their own promises in the name of preserving their profits, well, that shouldn't come as a surprise.

Is there anything a problem gambler can do that doesn't rely on trust that a casino will ban them from logging in or whatever else they say they'll do?  This isn't the first time I've come across a complaint like this.

This is not the first case Roobet to not ban  gambling addicted players who have stated it  casino guru is full of cases like me

Yes it my own fault that i have opened more accounts but if u are gambling addicted when it hits u will do everyting to just gamble again and the casino must do his best to stop it while in my case the casino did nothing
same kyc details same ip same pc + stated they knew its me and all of my accounts are linked to me

acceptable  outcome is either 100% refund of the second account or atleast 60-70% since its big amounth and il sign document that says if i open in future more accounts (the casino not ban them ) im the one responsible for the losses if happen thats it refund me and il never come to you again or hear by me regarding this

I blame them because they did not do what their tos says and they do not have any system for gambling problematic players to stop them or limit for losses / deposits while mostly of other top casinos implemented them
and they do not have any options where u can get self exclude on X period of time that will be instant but u need to send email and wait 2-3 days for reply and then write them again yes i confirm my statement so just to get banned and during this period many people just go gamble again and lose

Had you not taken steps to open the second and third account you would not be in this predicament. The casino really should have more robust systems in place to avoid this happening but just because it has happened does not mean the casino has to shoulder 100% of the blame.

Keeping aside what has been said at Casino Guru I have two questions for you. First, what exactly would be an acceptable outcome for you and second, why do you insist on blaming the casino for you opening another account even though wanted to self-exclude?

Before i even asked for the first time ban from them try email the first account before that i have contacted them many times to be pernamently banned mentionion their casino is scam and theres no way that i could lose 20 black jack 3d hands in row and that  i lost too much and i want perma ban i was not given back then and few days later i have contacted again after loss and then i send them email and i was given ban / 4 days later i lied on their questions and i was given ban once again and few days later i have requested again and i clearly stated pernament ban withouot options for unban  doesnt this is consider that i wanna be self excluded pernamently?

Yes i know what casino guru agents says but that doesnt match what Roobet agents are saying and their TOS ? so why we should follow michal owns rules/tos instead of the casino where i played? its clear as day 9 of their agents have said the same their tos says it

If i said i wanna get ban on 1 week and i have opened account later then okey i would get it im not eligible for refunds but i clearly stated pernament ban withouot options for unban

Im asking u last time if  u are willing to send this post to your connections to roobet  to see what they goona say or i consider this complaint here as not solved and thats it   u can mark it as not solved in your list

That has been answered by Michal [can be seen on the snippet I provided above], as well as --IIRC-- by Roobet's own representative on your discussion with them on CG.

You know what? Let's try to tackle this from different perspective, see if we can put an end to this case by giving you an immersive understanding what applied to your case, as it seems both CG and the overseers' explanations so far failed to help you understand.

It's a simple question: by the timeline I provided on #44, approximately, it's either on 10th of December 2022 or by 8th of January 2023 that you first identify yourself with gambling addiction, thus you requested for a ban?

Then can u answser me why did  9 of their agents said it counts as self exclude?

Also when i requested unban the second time on that account i received this https://imgur.com/pcOCgsr
It clearly says As you have taken the decision to cancel your Self-exclusion
So my account was self excluded?

 I understand that theres diffrence between self exclude due gambling problems stated or just self exclude (self ban/ locked account ) but why it doesnt count as same? their support said it counts as same locked or banned account due to gambling problems

Thank you for clarifying the purpose of and what you seek from this thread. The reason why you're not excluded and just locked out has been repetitively explained here; because your email request was not clear enough that it request to be self excluded. I've read your thread on casino guru and can see that it has also been explained in details to you



Suppose you clearly stated you're addicted and needed an exclusion, I believe Roobet will be more than happy and prompt in helping you with your situation, as evidenced by their swift action on the second account.

Now, if I may brush about live support's answer, in case you still insist that they said this so that should be those, Michal of CG has nicely conveyed what I have in mind from the beginning of attending to this case,

First of all im not trying anyting but just asking why did roobet not banned the second account if they said in the support ticket its doesnt matter if its gambling ban or just locked account

yes i do have accounts at other casinos but im happy playing there because they do offer deposit limits and loss limit which i have already aplied and i cant loose more than i can afford something that roobet still dont have

I know  everyting would be easier if i asked for gambling self exclude on the first account
All of u are saying that i wanna milk the casino if i wanted to do that i would  not loss 3k on the first acc 10k+ on the second and 500+ on third i have lost way more at other casinos did i made complaints about them? no i have not because they followed their tos while roobet did not
I had locked account while its banned /locked i was able to open new one thats it their support said u cant open new if u do it will get banned its same case for self ban /locked /gambling addiction ban / self exclude on x period of time

If u want please transfer this to your contact in roobet if not i guess thats it casino guru agent dont even wanna open my emails he never did i neeed to contact 10 people just so he sees my email and respond
Ask gamblers are saying contact their licence provider if u go to their site they do not accept complaints rn
Roobet dont wanna answer to my emails this is the only choice i have to post here

Because you "bypassed" the gambling addiction consideration when you falsified the assessment.

Yes, probably, when someone asked for a ban, they'll consider that as a request of exclusion, they put you into a cool down period of which you happen to pass it without knowing that you're under cool down. And when you asked for your account to be reopened, they face you with addiction assessment, and you indicated that you are not an addict. You gave them no reason to put you into exclusion.

Imagine for a moment this scenario:

Someone asked for a ban as a request to cool down. He is, true to the core of his heart, not a gambling addict. He is a very responsible gambler. That's why he asked for a cool down period [in form of a ban] when he thought he's a bit out of control and needed a break.

Later on, he regain control of himself and wanted to regain access. Roobet was unsure of his gambling behavior, so they gave him an assessment, of which he filled with all honesty, that he's not a gambling addict. And though the assessment said he's good to go, they'll still ban him.

He'll probably come here, writing a complaint about how he got banned and branded as an addict when he just wanted a little break and despite the self-assessment they gave him shows that he's not an addict.

That is your situation that they probably consider. That, true to your heart, you're not a gambling addict, you're a responsible gambler who asked for a break to regain your composure, and when you're ready to be back, you passed their assessment. If they did not release your account, they'll get accused for banning without valid reason.

The key point here is when you filled the self-assessment and falsified it. You indicate that you're not an addict. Thus, they will be in a very difficult situation if they still froze your account in spite of it.

We both know what happened here, all of us can see what you're trying to do, and we all know very well that you know what you're doing. My advise is: stop! What you're doing right now is just making it even more difficult for you to get away from your addiction.

Dwelling on this case [which the outcome is actually very clear] will just put you further down the hole instead of helping you start climbing up.

I'll boldly assume you have other accounts at other casinos. If you want to, I can try to reach those casinos, asking for your exclusion and informing all of them that you probably have several accounts on their platform, so they'll need to dig deep and exclude as many related account as they can, the ones that's not being mentioned.

Feel free to shoot me a PM with a written statement that you're currently with a situation with gambling behavior and needed to be excluded, as well as the username of each of the casinos. I promise that I'll try my best to reach each and every one of them to get you excluded.

Yea  i get what are u saying but no matter if the first account was self excluded for reason gambling addiction that account  was still banned the whole time self ban or whatever  u wanna call it
9 of their agents have said the same asking for pernament ban without mentioning any gamblign addiction we still consired it as self exclude and if u create new account we goona ban it
or like the last one said it locked or banned

 im just wondering why im still not eligible to receive refund on the second account if they say the above and my case match everyting of it i had locked account self banned (they consider this as self exclude) they did not stopped me at the second account

Thanks for the effors u put in this case if u could to transfer this to some connections that u got in Roobet and have the final try because i cant get in contact with them onsite support just transfer me to email support and they never reply to this case

I see, thank you.

Below is the revised timeline,

---

19th July, 2019, creating first account under Pokemon55
10th December, 2022, ranting and venting and asking for ban, and granted
14th December, 2022, asked for account to be unbanned, was asked to fill some assessment, passed with flying color, account reopened.
8th January, 2023, asked [again] for ban, this time with no option to unban, "bye", granted.

30th December, 2023, creating second account under happynewyear24
29th January, 2024, got permanently excluded as a result of public admission of gambling addiction

16th July, 2024, creating third account under newhere23232
17th July - unknown, 2024, newhere23232 got banned

4th September, 2024, more context needed but I infer it's about asking [through email] to have his Pokemon55 account re-unlocked, granted
5th-9th September, 2024, presumably Pokemon55 got banned
9th September, 2024, inquire through email from Pokemon55 why account got banned, and got explained that it's linked to an account that got excluded for responsible gambling
11th September, 2024, inquire through happynewyear24, through livechat, what'll happen with other account if one account got banned by request, not through exclusion, got explained that all account will be locked as well
14 October, 2024, inquire through email from happynewyear24 why account was banned and got explained that the account was locked due to responsible gambling act kicking in
17 October, 2024, newhere23232 got banned [approx. three months after creation]
14th November, 2024, inquire through happynewyear24, through livechat, same point raised on 11th September, 2024

---

I know you will not want to listen to the explanation and accept the fact, but the key point, the major milestone in your case is the one on 29th January, 2024 [I marked in red].

This was where you're finally marked as a gambling addict and get excluded from the site. Prior to this, your account is in an confusing state. Both because you asked for a ban instead of an exclusion, and because you falsified the assessment that made them unable to be sure that the "ban" should be an exclusion.

You were not detected as a gambling addict from 19th July 2019 to 28th January 2024, for the reason that's been mentioned excessively.

They made a mistake with the third account, yes, you shouldn't be able to create any new account since 29th January 2024 forward, and this was the mistake they admitted, and they reimbursed you for this.

And as evidenced, once the responsible gambling act kicked in and you got excluded since 29th January 2024, they do their duty to enforce exclusion by locking you out from Pokemon55. Granted, they needed a few days for it, but that's [I think] is because you once again falsified the assessment, and only after it got unlocked and you roamed around with that account [though not placing any bet] that they traced the connection through device fingerprints and IP.

The bottomline is, you can't ask for reimbursement for your second account, because your record were "clean" by the time of the creation, you were not [self-proclaimed] a gambling addict.

Suppose you answered honestly on 14th December 2022, then their responsible gambling act will kick in right there and then, either preventing you from creating happynewyear2023 on 30th December 2023 or entitled you to ask for a refund for that account for the same basis of newhere23232.

tl;dr: your problematic gambling behavior and exclusion only effective since 29th January 2024 when you made a written cry for help. They promptly locked you out. You were not entitled to ask for full reimbursement for happynewyear2024 account [created 30 December 2023] as according to their system, you were not an addict, you were not excluded, nor asking for self exclusion. You were just [I imagined they assumed] a disgruntled player who throw tantrum after losing big and asked to be banned as a show of protest.

17th July - unknown, 2024, newhere23232 got banned

This account was banned after i opened my casino guru complaint and i had 3 full months to play at this casino despite previous 2 banned  i dont know the exact date when it got banned

4th September, 2024, more context needed but I infer it's about asking [through email] to have his Pokemon55 account re-unlocked, granted
Heres the whole email https://imgur.com/a/DB19t4P
This unban request was just maded out of curiosity will they still unban it after all of this and they did it
During the account was unlocked i did not deposit player or did anyting on it but just recorded all of my kyc details few support tickets and my bets which where all deleted and mostly of the inteformations on the account wiped out like wager and some other tips etc after i recorded it i reported to casino guru and it got closed

5th-9th September, 2024, presumably Pokemon55 got banned

^  Sep 5, 12:17 PM 2024

Let's try if this can simplify things, I made the timeline. Feel free to correct me if I'm wrong, but the rough estimate of the milestones during your stay with Roobet are as follow:

19th July, 2019, creating first account under Pokemon55
10th December, 2022, ranting and venting and asking for ban, and granted
14th December, 2022, asked for account to be unbanned, was asked to fill some assessment, passed with flying color, account reopened.
8th January, 2023, asked [again] for ban, this time with no option to unban, "bye", granted.

30th December, 2023, creating second account under happynewyear24
29th January, 2024, got permanently excluded as a result of public admission of gambling addiction

16th July, 2024, creating third account under newhere23232
17th July - unknown, 2024, newhere23232 got banned

4th September, 2024, more context needed but I infer it's about asking [through email] to have his Pokemon55 account re-unlocked, granted
5th-9th September, 2024, presumably Pokemon55 got banned
9th September, 2024, inquire through email from Pokemon55 why account got banned, and got explained that it's linked to an account that got excluded for responsible gambling
11th September, 2024, inquire through happynewyear24, through livechat, what'll happen with other account if one account got banned by request, not through exclusion, got explained that all account will be locked as well
14 October, 2024, inquire through email from happynewyear24 why account was banned and got explained that the account was locked due to responsible gambling act kicking in
14th November, 2024, inquire through happynewyear24, through livechat, same point raised on 11th September, 2024

I just asked them what u have said above heres their respond i need to wait for other colleague but guess what he will never text me back same like their email support whenever  i write about this they never respond

https://imgur.com/a/pqtpP6S  Heres few pictures

Heres my emails send to them regarding this and i never received reply regarding this
https://imgur.com/a/kOp6lNm

Yes i know its my mistake that i have lied to open the account and said that im not gambling addicted but does it really mater in the end? the account was locked once again few days later
Their support said that no matter if it was locked or banned i should get banned after i opened second one while the first is still locked/banned

Roobet themselfs have said that all of my accounts are linked to me so why the second account was not locked?  even i have after i have stated im gambling addicted on the second one i was able to open new one few months later with same kyc details they do not have any system to stop this addicted gamblers to continue playing

Idk if u missed it but the first account was locked the whole time during my play on the second and third acc
 i have asked for ban on it then lied on these answers i got unban and few days later i have said that i want pernament ban again to them without options for unban
and during the casino guru complaint i have tried to get it unbanned and i succed in it (the second and third one were already banned for stated gambling problems ) i recorded everyting on it and reported to casino guru and roobet closed it again

After the second unban on it the whole betting history was wiped deposits tips progress everyting

Im going away from home now i should be back in 1h and i will ask them like u have said but also whenever i explain them further what happened im always getting re directed to to one of their emails where i contacted multiple times and explained everyting and never got back answer regarding this but if i send them like hey is this email still active they pretty much respond in few hours so its clear they do not wanna talk about it

yes previosly i have repsoned pretty much instant but now i was away from home not having acces to the forum
The picture  i have provided is the first time i have asked them not like trying to find the one agent like that would do mistake or whatever
https://imgur.com/YbcHOsi https://imgur.com/tGMhEZI

Yes its big problem that i have lied the first time to just get unbanned its my faulth but after that unban  i have asked once again for Ban and got my account locked and i asked it to be pernamently
And also i have previosly many many times have asked my account to get pernamently banned try support tickets literally begged them and no one cared

My apology for sounding a bit suspicious, I can't help but notice the gap you needed to produce the screenshots [yes, I've been watching you online since my last post and waited for your post, should just take minutes instead of an entire day] while you were previously very quick.

Please tell me that the time gap was because you're busy with life and attempting to recover yourself instead of you have to do several attempts to reach them, rephrase your question, fine tuning the words [since I see that on above screenshot, it's a watered down version of the question I suggested you to ask] until they managed to provide you with above explanation? Because the other ones, perhaps the ones where you copied my question, verbatim, gave an answer that didn't work with your narrative?

---

That I can, but sadly marking case as something in my list, as I want them to be, is not within my power. The thread is not authoritarian. I am simply the one who write them, but not the one who made the call [well, mostly]. The decision and call are made through evidence and narrative that lead us to be certain of the outcome and/or by the community's general consensus.

In my very personal opinion, if I may sound it, this case is not invalid [that's a status for cases without supporting evidences, while this case has... abundance of it], it's rather "resolved", given OP's intent is to play risk-free, if not his attempt to milk a casino through technical error that he found and see as an opportunity.

---

Yes, his wish is to get totally refunded with his second account, as they failed to exclude him when he asked to be banned on his first account.

The problem here is, OP did not explicitly asked for self exclusion nor mentioned his addiction on that request to ban [with his first account], so from the casino's POV, I think they could be a bit unsure whether OP just venting his anger after losing big and ask for a ban [I believe the scenario is easily imaginable and happens to a lot of gamblers] or asking for an exclusion.

Matters got worse when OP asked to unban, they provided him with problematic gambling assessment, and he lied through it, indicating that he had no problem gambling. Thus, they removed the ban instead of placing him under problematic gambling. His issue only became clear when he cried for help with his second account.

Might want to read his other thread with Stake, where he admitted on CG he had hundred accounts and asked for refund because he shouldn't be able to create that many accounts that ultimately lead him to losing a lot and became an addict.

https://imgur.com/8Vduii7

Heres that other casinos freeze the money

Any customer of a casino wanting to self-exclude should provide a mandatory period they will not allow the same customer to use their service and then not under no circumstances deviate from it.

Well, if you opened two accounts after self-exclusion but went back to create two more accounts because of your addiction, then the casino has to admit they made a mistake by facilitating that process. That cannot negate the part you played in this because ultimately you are responsible for your own actions and are suffering because of your unfortunate addiction.

I would like to see statistical data to use as a comparator before commenting further but all casinos should implement a robust system where these errors cannot occur.