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

CasinoGuru marked the case as "rejected" as they can no longer help mediating the case upon OP's decision to refuse the settlement and proceed with legal path.

For same reason [OP taking legal action against the casino] as we don't know how long will the case be dragged in court, I'll mark this as "inactive". OP, I would appreciate if you would come back here later in the future when you have the court ruling in your hand.

I suppose there is no way out of this situation for you except the legal action. If your lawyers serve them papers and get them inside a courtroom, they will be facing a very powerful legal team. If you end up losing, they might ask the judge for you to pay their legal fees. I think this has to be taken in to consideration when you contemplate the next step.

Well, this does not seem be ending in a certain victory for the OP. If he has decided this is the course of action he wants to follow and he knows what he is doing then I am sure he will the thread updated.

He has some experience in several legal suits against his country and school despite his very young [22 years old] age, so I choose to believe [the italic being an over-exagerrated emphasize] he knows what he's doing and have been assessing the possible outcome of the next action he said he'll take: suing the casino.


Actually, to be precise, the human error part is talking about the first account, Pokemon55.

So, the situation was, OP asked for a ban [not exclusion] for Pokemon55, got it banned, created second account, happynewyear2024, triggered responsible gambling act and got excluded, created third account, newhere23232, and got refunded due to the previous account already excluded and he shouldn't be able to make this third one. And, ultimately, asked for a refund for the second account as well, under reason that he should have been excluded since Pokemon55 and thus, shouldn't be able to create happynewyear2024 too.

Why they say that it's human error as the ban should be treated as self-exclusion while they actually already treat it as self-exclusion by asking him to answer the addiction assessment prior to unlocking it, or why they didn't brought it up to the mediator on CG that the reason they unlocked the first account is because he lied throughout the entire questions [which ultimately made the self-exclusion itself failed to lock in and took place], are the two things that I don't understand.


He is not trying to take advantage. He assured us many times that he don't have that intent. So it must be true.

Hypothetically, if the OP had won $10,000 on the second account but when he tried to withdraw was blocked by the casino citing the error of not excluding the account and instead offered to reimburse the deposit and close the account. Would the OP accept it? Or another scenario, if the OP got to the point where he was allowed to withdraw but after he withdrew he was retrospectively asked to have the funds returned (because he should never have been allowed to play in the first place), would the OP return the funds?


I have reported bug on another site where i could make any $ i wanted and feel free to withdraw it without them notice it but i reported it to them ?
it was  case opening site and their devolopers have confirmed my account was somehow bugged first time they saw this where i could won random items from cases the 2-3$ cases would give me items of another way way more expensive  cases i could spam these cases and always win but i reported it and got f 5% extra of my last deposit hahahha

From the above i just wanna say that i dont want any $ that is not mine like legitimate won or anyting and if they have asked for it to be returned i would do it if they said we goona sue u or whatever

To dont quote replies again il just do it this and answer all above

I had 1 more account which maded during the complaint and i have informed casino guru about it after  i just made it i maded that account and put the same kyc informatios and on my suprise they system actually started working and they banned that acccount not that they took 5h but okey

https://imgur.com/F97jX5O

Well now i wonder why have they said the account Pokemon55 have been blocked why this didnt happened when i opened the second account where i lost 10k or the third one

I could be wrong but it seems to me the OP took advantage of the fact the second account was not excluded and thought he could always (rightly) claim he was a problem gambler and try to get those funds back blaming the casino for not blocking the account.

If i wanted to do that i would not create a third account and play again few months later

If my plan was to play risk free or whatever i would just play roulette or some sports with low house edge and cover it on another casino and then make complaints so i get even more money at the end

They have confirmed its on their end human error they didnt close the accounts + 9 of their agents have said the same it doesnt matter if the account is just locked per your request the second maded account would be too until u clear the ban on the first and thats it


https://imgur.com/IcEtVrL
Its clear as day casino acknowledged its their human error but dont wanna refund so now i ask why they put as reason for closing the complaint i didnt want to sign a documents where i say its my mistake xdd and i dont want anymore $ to be paid why the complaint is closed as our verdict other  why is it not  black points for the casino if they said its their mistake ??

I did my best after your advice and was prepared for the Casino Guru link but still found the episode elongated and tedious. At some point I had to give up in order to scroll towards the bottom of the page. The final few exchanges captured the important parts. The casino was willing to settle for what they thought was reasonable based on the third account but the OP wants the $10,000 to cover losses associated with the second account.

I have no idea why he would threaten to take legal action when the process will be expensive. Also, there is no guarantee on how long the process will take or ven if he will win. If he goes ahead with litigation it is a risk because all this is for the disputed amount of $10,000.

The casino cited human error for overlooking the second account not being excluded but will not make any payments related to it. Even though they should have excluded the second account, to which degree are they liable for losses? That is a very important question.

Hypothetically, if the OP had won $10,000 on the second account but when he tried to withdraw was blocked by the casino citing the error of not excluding the account and instead offered to reimburse the deposit and close the account. Would the OP accept it? Or another scenario, if the OP got to the point where he was allowed to withdraw but after he withdrew he was retrospectively asked to have the funds returned (because he should never have been allowed to play in the first place), would the OP return the funds?

I could be wrong but it seems to me the OP took advantage of the fact the second account was not excluded and thought he could always (rightly) claim he was a problem gambler and try to get those funds back blaming the casino for not blocking the account.

I guess I contributed a little for that difficulties, as my reply is usually long and detailed. When that got quoted and the quote got quoted... sumimasen.

I would advise you to prepare a nice cup of coffee if you want to read OP's thread on CG, as it's more... seven-course-meal-of-words-and-sentences. With his consecutive posts [that made the mediator gently informed him that it make things hard to understand], posts being made private, posts with links to screenshots, another consecutive posts, and here come the third meal.

Ehm, anyway, to answer your question in simple,


First, the casino is ready to settle for 508.72, which come from the total deposit from OP's third account. After several factors and input being considered, they bumped it to 600 as their final offer.

Second, OP asked for 10,000+ USD aside from that 508.72/600, under a reason that it was the amount he lost during his second account.

If I may give a better and more in-depth explanation [while trying to be as short as I can], kindly refer to the timeline I made as it might help understanding the event chronologies easier.

OP made three accounts [well, actually four, and maybe more, but let's not dip our toe into that]. He asked for a ban on first account as his attempt to self-exclude. They didn't treat it as self-exclusion request as a few days later he asked for the ban to be lifted and they gave him six problematic gambling self-assessment questions, that he smoothly passed through dishonest answer. The first account later on requested for a ban-with-no-option-to-unban and OP did not use this account anymore. OP assumed this as a self exclusion. The casino did not, as there were no explicit words asking for it [regardless of what OP tried to counter-prove by series of chats to live support to validate this argument]. This is the same conclusion that's made by CG.

Now, move to the second account. On this account, OP lost 10,000+ USD, made a statement that triggered the problematic gambler alarm and kick the responsible gambling act to take action, blocking the account and officially [through casino's POV] marked OP as gambling addict. However, he managed to create third account, spent 508.72 USD, of which the casino admitted is their fault as the OP should have been excluded. Thus they're willing to reimburse. And thus, the amount.

The root of this situation is simple: OP treated his first plea to "ban with no option to unban" as a self exclusion. The casino simply treated it as a request to lock his account. Casino applied self-exclusion from the closure of second account forward, thus, third account will get reimbursed. OP insist self-exclusion should be activated from the point of "ban with no option to unban", thus his second account should not be allowed by Roobet, and is eligible for refund too.

This thread has become very difficult to read through because of walls of text that are quoted by the OP. If the OP would refrain from quoting several long posts when making a reply, it would make it very easy on the eyes to process what is being stated. I cannot be the only one here that has a problem reading through this thread.

Just in order to understand the situation, I have two questions that I would appreciate answers to.

First, how much did the casino offer to settle the matter?
Second, how much does the OP want to settle the matter?

No, there was no other or further meaningful communication with them in regards to "deal with you in private". I believe what they're willing to offer has been served to the table, and the only thing that remains is to wish you good luck on that next attempt you tried to pull.

Yep il not going to sign that and im going to continue

Was there any respond from ther with your private connections to them or not? so i dont make another complaints to their licence if they wanna deal with me in private or whatever

Well, it's your call. If you deemed it better to refuse to settle and pursue legal actions, suit yourself.

My two cents though, is to take it. Given you're with several legal/lawsuit experience, I believe the reason behind that logic, as I described here is not hard to grasp, that --IMO-- the best deal is what they currently gave.

Well i dont agree with that document and im not going to sign it thats it if i sign that it means  roobet have paid me everyting  and  i cant sue or make complaints about anyting anymore or talk to anyone about what happened

have u got any updated about your private connections to roobet ?

im just waiting for final answer and the complaint to get closed on casino guru and i send complaint to the email of XNET  their licence if not help there i got still few ways to do it

Let me try to be as not condescending yet as simple as I can explaining this: a settlement agreement means both parties agree to a certain amount of fund to get the issue between them resolved.

It's either-or.

Either you agree with the deal offered and ready to settle or you refuse them completely and pursue other path.

You can't cut it in the middle where it favored you by agreeing for settlement fund and then later on taking other course of action for other reimbursement that you seek but not offered in the agreement. All issues are done and closed in that deal. Consider them no longer exist. So, from their last reply on CG as shown on your screenshot, it's either you accept 600 USD and be happy with it, or you leave the room without it and go to other "room" [like court or or other path imaginable].

I assume they do not want to change the agreement in that way so i can continue with complaints or legal actions for the second account
I told them if they dont want to do that they can close the complaint on casino guru and they will probably do it without any refunds because i dont want to accept that type of agreement where they limit me to do anyting further or say a word about this case after i sign that shit document
Heres photos https://imgur.com/dVjoAXO
Also they offer me 100$ extra for idk what reason xd i dont want em keep them
heres my respond to their answer which is still not approved and it will be probably put as sensitive because i have attached a photo of one of their sponsored streamer teaching their players how to bypass the kyc system and put fake details into it so they can play from banned countries
https://imgur.com/2sH0XDS

https://imgur.com/MgqWG3w

The last time i uplaoded that picture in the casino guru complaint they put it as sensitive ? why hahaha and no one either roobet or casino guru agent commented it

Okey il update u here if they are willing to change their document the agreement
Also i will wait for you if u got some more info with your private connections w them

Good. Keep us updated.


Uhh, no. For the same reason with what I'll say to them suppose the role was reversed with you being the one I reached through personal means of communication and they who ask what did you say: I can't share what the other said in private nature of personal communication without their consent.

Though, I can assure you that the content doesn't matter much.

I have texted them about it to be changed and some small changes we will see if they accept it

Btw can i know what have they  said ?

Well, yes. Though probably sounds very coincidental, I, in fact, got a reply just earlier today regarding it.


And you do aware that the document is open to be revised as long as it's yet to be signed by both parties, right? That's why it's called settlement agreement, as in both parties agree to settle with the clauses contained within.

You're free to ask for revision, though whether they'll accept those changes... it completely depend on both parties ability to negotiate.


Refer to my previous post about the only guarantee for them that the settlement are enforced.


He opened with, that you somehow missed because you somehow only read the sentence after it, "My stance from the previous reply still stands. There is only a refund to be made for the account newhere2332. The details have been previously explained."

With "the details previously explained" refers to several posts made by Michal that exhaustively detailed about why he think the only account eligible to be reimbursed is newhere23232, as well as his suggestion to [freely interpreted] take the deal and stop trying to get another account reimbursed.

was  there any luck of them responding to it ? if u contacted them
Btw i have read the whole document they send and they are trying to hide the account where  i have lost the 10k$ + they named every other account i have said on their site but the happynewyear24 is nowhere to be seen

Also it says e) It has been fully reimbursed for all losses it suffered and is not entitled to any additional
refund;
Well he said feel free to open complaints at other sites but if i sign this documents im will not be eligible to receive any refund for the second account if i somehow win againts roobet either with lawyer or with complaints try their casino licence

I actually had, right after my post on #64.

I can understand the clause on the agreement they send you about legal action. I believe that is what every casinos propose as one or two points in their settlement agreement. After all, I believe, that's the only guarantee they [as in every casinos] can enforce that someone didn't try to rip them by asking for more through legal actions after they both agreed to settle. It's called settlement agreement not for nothing.

As for... CasinoGuru informing you about the opposite? Which one is it? I just from your thread on CG, can't find any post from Michal stating that. Unless you're referring to this one, which... I believe what he said is actually very clear.

@holydarkness  Are u willing to send this post to your connections to roobet ? i just got their agreement try email to get refund for the third but it says
that i cant make any legal actions if i sign it or i cant comment about it what happened on social media or get sued and i was informed by casino guru the opposite that i can make further complaints or by law actions so idk what to do

No comment

Simple, click the unsubscribe button at the bottom of the fuckin email


And that is their fault, yet again?. You can only blame so many things here fella, sorry to inform you of FACTS. Nobody is control of whatever fuckn rando betting site that allows or self-bans, clearly?

The "sites" are likely "promoted" to pull people like yourself in, then they all pull the fuckn KYC Shit and that's usually the end of.

For gods sake, Read what you wrote above again, man. - Do you honestly think some sites will not allow vpn or will? I mean like what the fuck? You sir, are what we call degenerate gambler. Get some fuckn help mate... For you and for your health and whoever you may have left in your life. I mean that with good intentions as well, seriously. Cheers and good luck.

Btw, I'm fuckn "froozing" already up here in the north...  

Omg omg i blame the casinos? The casinos that allowed me to gamble at just age of 16 i have stated im 16 and still allowed me to? just muted me in chat reason dont say your real age?
The stake.com casino that does everyting just to get me back gambling? sending  me emails with promotions on linked account banned for gambling stated issues addicted deposit x amounth we double it those casinos?
the roobet casino that still allows people to gamble after gambling addiction stated? and do not have any system working ?(they themselfs have said it its human error on their end / )

The casinos that openly promoto USE VPN AND BYPASS OUR GEO RESTRICTIONS and when u win big they force u to do kyc u upload kyc from restricted country and frooze your money? these casinos ?
https://www.youtube.com/watch?v=i0OjhpuI2pg The vpn casino allows u to play from all restricted areas hmm how is this allowed and promoted openly?

If i wanted to stayed quiet and know how these things works i would have stated gambling addictiong on the first and then create second account and play risk free like u all say

And yea very genius loosing around 15k on this casino in the past 4 years if my intetions where to milk or play risk free i would not wait this long i didnt even know how this refunds works i was told about casino guru from casino owner to look for help there after that i readed hundreds of complaints and i opened mine

I cannot be sure but it seems as though the OP created the second and third accounts with the intention of staying quiet and keeping any winnings but taking the opportunity to blame the casino if there were losses involved.

If this process has taught him anything it should be that maybe he should take your advice and stop. He should take a break from all casinos and then focus his efforts and energy elsewhere. If he has accepted and admitted he has a gambling problem he has to seek help whether professionally or just by talking to trusted friends or family.

Op is blaming a 3rd party for his addiction. Like some personal enabler.... Wtflol?

I would say OP needs more therapy for his addiction. He should just cut himself off from the internet and crypto and anyone who helps enable him, if he is wise.

I have seen many people lose lots of money like this, but the smart ones learn a lesson and just STOP doing it! And then .... HODL.  

As Ricky would say:

https://www.youtube.com/watch?v=wAIe9QtRKlc

I am glad you are accepting it is your fault regardless of the failings of the casino.

In essence it seems you would stop attaching any blame to the casino on the basis a payment for the losses on the second account are covered in part or full but I do not see them going down that route. If that is what you are either waiting for or hoping for then you are probably wasting your time. As unfair as it might seem to you, they will probably not accept responsibility for their error.

If you blame them but they are not accepting blame, what are you going to do next?

https://imgur.com/wMtYaZE
Very reputable platform that doesnt care what they sponsored streamers do and they tell to players to put fake kyc informations just to bypass geo restricions

This was pointed by me in the casino guru and they have put this post as sensitive informations?
No one reacted to this not roobet not casino guru the above picture shows sponsored streamer doing it and till today 2 months later he still does the same and many more

if i won any big amounth like 50-100k$ because whenever i play i play at high risk what would happened if i won that on roobet on the second account? what would be the % roobet to said to me u had banned account before all winnings are frozen

I don't know why many will make mistakes and be punished, yet come to the platform like this and be making complains for what they have done wrong, some will not even narrate well the true activities that transpired between them and the gambling platform, a well known and a standard reputable platform will not just restrict their user for no reason, when they know that such could recommend them to another and still maintain the use of their platform for gambling, but when the users go against the ToS, they will not mention that, instead keep on lamenting on its consequence, such are common on scam accusations.

The third account is not reimbursed still its sitll ongoing i still didnt receive anyting on email from roobet
If u want to contact them okey if not thats it i guess

Hmm... I am not sure if you're cherry picking or what, because I could have sworn I've seen many cases on CG and AG with a final ruling as "unjustified complaint" or the likes where the arbitrator takes favor in casino, where the player should not be reimbursed. And I didn't read those two articles you provided as I am about to close my day [enough time for the forum for today and I need to get back to IRL situations], but well, you are one of them, congratulation.

You got your third account reimbursed, not sure as a gesture of good will or because they just take that as their error. But asking for the other account to be reimbursed too? That's crossing the line, especially as you put yourself into it when you falsified your assessment, as well as knowingly [I shall strongly assume as someone who had experience with lawsuits, you treat ToS in a very careful manner] violates your very own written agreement.

And oh, I thought you said that the aim of this thread is simply to inquire why Roobet did not ban your second account, and not about milking the casino at all? Yet...

I have read hunders of complaints on casino guru and not a single casino that had this TOS didnt refund the player who was succesfull in opening new account all of them did
Heres 2 examples of Roobet
https://casino.guru/roobet-casino-player-succeeded-in-opening-a-new-account
https://casino.guru/roobet-casino-player-was-lured-back-to-gambling-by
Both refunded
Yes please proceed with contacting them even if they change their mind to refund the third account at this point i dont care anymore
All i want is full refund of second and third
Or partial refund of second and full on third

So, summarized, "yes, by 10th of December 2022, it came to your awareness that you have a problematic gambling behavior as your gambling activities went from fun to addicition and you were loosing more than you can afford to loose"?

As I previously said, I'll try a different approach, as the explanation by many individuals thus far failed to reach you. I hope, with this different perspective, you'll understand what can be applied to your case.



To begin, just like what's strongly suggested to you on CG [marked in blue on above image], I am suggesting the same, to accept that explanation [about why your account was not excluded] and to not pursue any further refund. Though Michal said that due to his perspective that lead him to think that is the only refund you're entitled to, I suggested you that due to something that's... closer to your experience; winning several lawsuit, thus you're familiar with clauses and binding nature of ToS, no?



As such, you certainly understand that under the ToS you agreed, you actually are not entitled to reimbursement for newhere23232, because you are well aware that you're with addiction during your first account, on 10th of December 2022, to be precise. Thus, creation of any account after that will violate this clause,



not to mention that by creating another account, while the first one is "banned" or "excluded" [at this point, those two does not serve much different outcome], you also violated their ToS that, once again, entitled for termination and fund confiscation.



those clauses, by the way, are also mostly exist on other casinos terms and conditions. So your presence on those casinos, be it with limited depo and spending and all that made you feel safe, as long as you're identify as a gambling addict, should automatically put you in a violation of the conditions you agreed and entitle them to either terminate your account and/or confiscate your funds, or be non-liable to any loss you suffered.

Those said, I shall oblige your request: to reach Roobet.

Though I will reach them to ask them to reconsider their decision to meet you in the middle by reimbursing your third account, given they took that decision as a gesture of good will for failing to keep you creating a new account on their site, while at the very basic of it, your action of creating a new account, while fully knowing you're addicted, violates the agreement you have with them that entitles them to confiscate your funds. Thus, no need to refund. [I believe someone who won several lawsuits will not find the repercussion of a breach in ToS, a written agreement, difficult to understand]

I'll offer you what Michal suggested, though: as you [by your own statement several posts above] simply asked for an explanation why your account was not excluded, and you've been explained in abundance, it will be better if you start digesting that explanation and stop pursuing a further refund. Or are you still interested in me reaching them with my proposal one paragraph above?

Well i was gambling but with much smaller deposits before that but on this day after loss of 1755$ i decided to stop gambling because my gambling addiction went from fun to addicition and loosing more than i can afford to loose so thats why more times try support tickets i have asked for pernament bans and later on emails too
https://imgur.com/WxCDgJg

i just checked the video i took after i managed to get it unbanned for the second time
And i noticed this all of the stats are wrong all of the support tickets have changed dates

Picture of my bets they are all wiped out https://imgur.com/QSsUJhS
Picture of my deposits https://imgur.com/zz6wzA3
Bets https://imgur.com/OlGfSne
https://imgur.com/FlKLT2A
Is this common practice from casinos to delete everyting on it bets wagers change time on support tickets? xdd

Also to add something else for the happynewyear24 when  i asked them on this account to get gambling addiciton ban and i clearly stated to them i was talking with them in the suppor ticket onsite
we exchanged 10+ messages and their reply was instant but after i said i want pernament ban reason gambling addiction if u dont ban me im going to lose everyting they did not respond for 10-15 minutes also i have noticed like the checkmark went from seen and counting like 5m ago 10 m ago and then changed to not seen yet idk if this is bug or they can actually change it i opened more tickets and spammed in everyone the same message like above for gambling addticiong and they finally ban it

Hmm, apparently, we'll need to extend it to a couple more communication since I am yet to get a definitive answer from you.

To clarify, on 10th of December 2022, when you lost big and you, I quote, "got it in my head that i cross the line and wanted to be banned", you're referring that you realized at that point that you lost control and became a gambling addicted or you simply think you needed time to calm down and take a break from gamble?

It started on 10th of December 2022 after a loss of 15-20 Blackjack 3D loss in row i deposited 6-7 times in few minutes and loss my first biggest loss after few minutes i got it in my head that i cross the line and wanted to be banned i have told them in chat many many times i request pernament ban this is scam no chancei can lose this much in row the dealer to get 10 times 21 in row  and etc they responded with probably fair bla bla
after that i send them email that i request pernament ban 4 days later i asked for unban 3 days later i got it claimed all of my rewards throwed them away gambled and requested again pernament ban withouot any options for unban thats it i hope this explains your questions

Thanks

Well all of this would not going to happened if gamdom.com (SCAMDOM) banned me after i said to them im 16 years old in 2018 and not receive chat mute reason dont speak about your age
Well the blame is half half every gambler addict will try to gamble again and the casino part is to make is as hard possible for the player to bet again if he requested ban previosly this casino did nothing they do not have any system for it

Il start doing what i was doing before this and what gives me money soon

I gamble now on other casinos and have enabled loss limits that i can afford

Hello @hatchkler,
I have read through the entire thread and all I noticed is that you are battling gambling addiction which is normal because most of us were addicted at some point but we managed to scale through so you too can pull through this addiction phase in your gambling. First step in pulling through is to take responsibility for whatever outcome you experienced in gambling and never blame anyone else, not even the casino. The second step is to work on a change of mindset. If you have the mindset that gambling will make you rich, change it and convert those thought to something else that you are sure can make you richer than you are. Work on what gives you the money you deposit to gamble, improve it so that the flow of funds will be regular then make gambling as a means of passive income only.

You can make things a little easier for yourself by simply creating a daily and weekly limit in the amount you will deposit into the casinos and whenever you win, always withdraw at least 80% of that fund and invest in something or buy something you can remember in the future. Don't leave your winnings in the platform else you will give them back. I wish you good luck.

Oh, while we're at it and before I forget, move this thread to scam accusations board. It's currently on reputation, and it's a wrong board. The button to move a thread is at the bottom left of the page.

Regarding marking the thread as resolved, unresolved, invalid, etc. again, I can't mark a case as I wished or by certain user request. The status are based on general consensus and/or final findings throughout the discussion... uh, a bit correction... yes, certain request can determine a status, namely when the accuser [the OP of the thread] asked to withdraw the case or consider their situation resolved.

By their words, a case can be marked as "resolved". But not the other way round; marked as "unresolved" because they insist on it. Likewise, a case can't be marked as "resolved" because the casino demanded it to be. Fair, right? Neither side can ask for a status that favored them.

Now, your explanation, as interesting and [probably] graphic as it is, I am failed to get the answer of my question. If I may re-ask through repeating the question, where a simple yes or no as your answer will be enough: "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?"

And yes, I'll most likely reach them very soon. I think [well, hope] we're just a couple posts away from me reaching them and getting this thread concluded.

---

Yes, there are gambling-blocker softwares that problematic gamblers can use like betblocker, gamban, or gamblock that'll help them layered themselves against their problem without having to completely rely on the casino's exclusion system.

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.

Does their rules permit creation of multiple account? If you have a gambling addiction problem, which you are admitting to having, you cannot solve it by sticking around casinos, you deal with it by seeking profession help. No one is blaming you if you fall into addiction because it happens to many gamblers but what is not right is blaming the casinos for acting in line with their rules and TOS which I know you accepted before signing up in the casino. My simple advice to you is to try as much as you can to seek alternative source of income that have the potential of giving you as much money as you are targeting to win from gambling, this way you will begin to channel those energy there.

On a personal note, I was so high in gambling because I wanted to be extremely rich, it became a problem to me so I began to make findings on how to fix it. What helped me was when I realized I could make as much money as I want from forex trading so I began to learn it and was practicing on demo accounts. This helped me reduce my inclination to gambling and as of today I still gamble but the desperation to win millions overnight have disappeared and that was how I was able to control my gambling.

Every casino must do his best to make it as much possible hard to player who have locked/self banned /self excluded accounts to not be able to create new accounts
 i was able to play with my  real ip adress on all of the accounts same pc same hdd and all of them have the identical kyc details submitted yet i was still not banned

Also i cant say for roobet but other casinos do it like u say if player opens new account and somehow bypass all of the restrictons we have put all of the money would be frozen on that new account

What ? where did i complainted that i cant gamble agian ? i complained why i was allowed to do it while the first account was locked self banned the second one was with stated gambling addicition and i was still allowed to create third one
Roobet themselfs have said there was human error on their side that i was allowed to create more accounts plus stated they are all linked to me so im just looking for answer why im not refunded for the second also ? if they are willing to refund the third
the refund for third is still pending im waiting for email from them

I think the main claim the OP is trying to get at is he was returned his $500 deposit for the third account but the casino did not give him anything for the second account he created where he was over $10,000 in losses.

If the OP declared he had an addiction and was spiralling out of control and was still allowed to open a second then third account, it makes no sense to return deposits for the just the third account. If the casino accepting some degree of blame then it cannot just be for one account (unless the OP has withheld some vital information).

You are right, going by what he wrote he does need help.

In the end, whatever resolution the OP might have with the casino I hope he does speak to trusted family and/or friends to explain his addiction and then does seek appropriate help with their support.

I've been watching and reading this thread. I can't understand for the life of me why anyone with a gambling addiction would start complaining about not being able to gamble again.

I think he's lost his mind, personally, and needs more help. 

The problem people in your predicament will face is that one way or another if they self-exclude then manage to get access to gamble again, they can blame the casino when they are losing (but the same player will probably have every intention of staying quiet if they are winning).

In my opinion, if someone has asked a casino to exclude them they should not be allowed to play on any of their accounts for whatever the stipulated period was. If for one reason or another those players are allowed to have access to their accounts again before the end of the stipulated period then the casino has to accept responsibility for failing the player. Having said that, does that means the casino should return all of the deposits if the player loses? If it does, it must also means if the casino becomes aware of their failure after the player has won, they can block the player from withdrawing all winnings and instead return the deposits.

Roobet allows top open as much multi accounts u want if they are on diffrent affiliate codes
I have opened  because i wanted to gamble again and because i have asked on the previous account i would like the ban to be withouot options for unban i thinked this account is banned forever
All account have the same kyc details same ip adress and same pc used impossible to not caught it as duplicate
Attemp to play for free? if this was attemp to play for free i would not loose this much and then try to refund it on the first account the loss are like 3k 3.5k$ i accept this loss even tho i have asked many many times and begged them in chat please pernament ban my account this is scam casino i was send please read our probably fair nothing is scam

Roobet themselfs cconfirmed they are all linked to me and somehow i still didnt got banned? why

Go ask my support tickets that they are not willing to give them to me and count how many times i have asked for pernament bans before on the first account try support tickets

Also whenever i text with their support onsite im told please email us here and we will solve this and whenever i do it they never reply to this topic but if i send them like hey is this email still active they reply in few hours

Then why did you created another account and gambled there? Technically, you have violated their rules. They can simply say that our system were not able to caught the duplicate account. But they have all rights to ban your accounts and probably they can freeze your deposit as  well (I am not sure, I didn't read the TOS). But, it was you who created another account by violating their TOS and loss your money. I see this as a attempt to play on a casino for free while if you could win, you would simply withdraw the funds and run away. 

@holydarkness I believe you can smell what is happening here. This should be marked as a invalid case.

What about it ? here i have asked it as u said and explained to them everyting to the details and still the same answer  https://imgur.com/PIuppR1
You may not open another account while locked/banned.
12:16 am

Hhhhh... I can see that you created the chat just now, yet another attempt to collect evidence that's rather useless. Might be wise to state it here and now that I started to lose my [othewise, self-proclaimed, vast] patience with you and your threads as both were a clear attempt to milk casinos.

But alright, let's talk about it.

As said before, regardless of the amount of chat with live support you tried to provide here, if you still omitting the key factor, it's still leading, trying to build a false narrative by selectively picking information to provide to the correspondent so a desired answer is more likely achievable.

As you're still in chat with them, why don't you ask them what's their policy when that account was asked about problematic gambling assessment and they lied through it, will the player still be subjected to responsible gambling act while the assessment they falsified said they gamble for fun and they have no issue at all?

Ask this, "if the player contacted you through email and asked for a ban with no option for unban, then few days later asked for the account to be unlocked, and your team replied with problematic gambling assessment, [might be wise to copy the whole questions to that live support as we all know live support are not all-knowing and does not have an in-depth knowledge of every aspect of the casino] of which the player said no to point one to four, said in control of their gambling behavior for question 5, and played for fun instead of other reason for question 6, will the casino consider to ignore the player's request and put them in exclusion?"

I'll wait.

No, wait, I won't wait. I'm going to sleep. I'll read when I'm back to the forum tomorrow.

Thanks for the messages and your good wishes

The problem is not the 10k$ i just want everyting as their tos says and their agents 
I have bigger losses on other casinos way bigger do i blame those casinos? Nope after i said to them even i ask for pernament ban or gambling addiction i was banned and thats for life
The money if refunded will be used for trading CS 2 skins as i make good money with it 5-6% every 10 days

Also i have send picture on casino guru complaint Roobet sponsored streamers telling to people to put Fake kyc details so they can get on the site
Neither casino guru comment this or roobeet they went blind for this one
https://imgur.com/ui5GJXH https://imgur.com/aXV38bC
And they marked it as sensitive photo there was not private informations of anyone but just pure SCAM FRAUD BREAKING LAWS and everyting else

I jumped right in your topic to respond that’s because I truly understand what you are actually going through right now and I know it’s not easy to even find the energy or effort to write about this by details after losing a huge important amount. Personally, Roobet is known as a trusted and honest casino. I have an old account with them that was banned but I never tried to unban it, even if it’s possible which is something I can’t understand, I’m not sure if they have addressed that in their Terms of Service.  

Well, as that said, I feel it’s somewhat pointless to focus on the account or refund since you have already lost your balance. The real issue here is your addiction, even if you were able to get a refund if you haven’t overcome your addiction, you would likely feel tempted and hear those whispers inside your brain asking you to gamble $10,000 again in hopes of doubling it.  

Believe me, while my loss wasn’t as significant as yours the damage it caused might be the same. The last time I lost all my money I really felt terrible. I tried to blame everything from my circumstances, environment, the game for my losses, even the internet connection. But the harsh reality is that addiction was the true enemy.  

Roobet will probably get back to you soon but if they say there is nothing they can do about a refund, it’s a sign that it’s time to work on resolving the deeper issue within yourself.

For the part where u said i didnt tell them key informations during the live chats is this one okey? i have asked it again and told them what kind of message i have said to them during my ban request and she said the same answer as previous agents

https://imgur.com/oP0QccL https://imgur.com/UKm1zrC https://imgur.com/GqLnMJS
And heres the email that i have send with the same message for ban request https://imgur.com/vTtqQT5

There is no way, at least not that I can see, for you to get a full refund for your second account under a reason that the exclusion and problematic gambling act should have kicked in from the first account, simply because you falsified the assessment on the first account.

If you filled them with true answer, of which will point to a problematic gambling, the responsible gambling act will kick in right there and then, and your future account creations should fall under the exception too. However, you did not, and the problematic gambling behavior only shown on the second account, and effectively the exclusion only kicked in from that point forward.

And regarding the abundance "evidence" from live support that your should have been banned from your second, I can clearly see the purpose of those chat, you're not the first to pull the stunt, there were other players who did the same, tried to drive certain narrative by repetitively asking live supports for some things, deliberately omitting key information, then providing it here as "supporting evidence". It called leading.

I believe you did not mention to them that you got a follow-up assessment that you filled with answers that indicate non-problematic gambling, thus the ban is perceived as a vent instead of an exclusion request. Did you?

All those said, it should clarify everything and draw a clear picture where Roobet's responsibility begin and end, and since you don't need me to try to reach them to get what's left on your second account and you willingly waive them, then upon completion of the refund of the third account, kindly inform us and mark this thread as resolved.

Thank you for your time spend
On all of the accounts i have used my real ip adress  same pc same sdd
All accounts are under my kyc details everyting is same i have shared pictures to casino guru i dont want to post them here also as my real name is shown phone number and etc
The account didnt went inactive it went banned again and during the whole time that account was banned (the first one ) i managed to get it unbanned just for curiosity and to record all of my deposits and bets
All of my progress on the account was deleted all of my bets and etc
After i recorded everyting i reported it to casino guru and i got it banned again


Nope they have knew it was me stated in their casino guru complaint and reason for it not being banned and given unban once again after i even asked for gambling ban on the second they told me because of human error  we didnt ban the third one and let this one opened the first

Also the third account is still not refunded im waiting for an email from them they told me i would need to sign some documents idk which ones and whats in them il decide after i get it will i sign them
No need to contact Roobet for the bonuses as they are small and the effors u will put to just get in contact doesnt worth just for 20-30-40$ idk how much would be the bonus be if any they give

All i want is refund of the second and third thats it because on the second account the loss is 10k$+

Every single agent that i have asked from Roobet said the same that i should have gotten bannend on the second account  and when i explain to them further they send me to [email protected] this email i write them and  explain they re direct me to other one and  i never recive reply from it its been 2 months

If someone manages to somehow get me refunded on the second account im willing to give him 15-20% of the total amounth refunded which will be around 2000$

Yes, unless under a very special situation, mostly, live support does not have power to grant self-exclusion, there is a procedure and protocol that needed to be done to apply for self-exclusion. This applies to many casinos, not just roobet.

The reason, I assume, is because for an exclusion to lock-in, they will need details that may only be asked by and provided to certain team on the casino, a completely different division than live support. I hope that helps why the live support keep saying they can't help you and redirect you to the self-exclusion procedure.


I might be wrong, but that's very likely because you asked for a ban, of which they translates as a break. The circumstances surrounding it has been explained in my previous post. If you wrote that you asked for exclusion or in any part of your email body said that you have problem with gambling, their responsible gambling act will kick in and you'll get exclusion instead.

I think this part is clear, not sure why you keep repeating the same question as it's not explained in abundance.


And you lied? Again?

Curiosity or not, you lied about your gambling addiction. And if we take your words that you want to merely test what'll happen instead of deliberately deceiving them, why do you play with your first account instead of asking it to be closed right after you regained access?


Next, about this one. This is me completely guessing and I might be wrong. But I think, what happened here:

They need certain details for a self-exclusion to lock in, like IP, device fingerprints, govt. ID provided during KYC, and other things that ties username to a person. Your first account was not marked as a problematic gambler. You asked for a ban and you lied during assessment that lead them to believe you're ok. And then it went inactive as you use your second account on later days.

With second account, you wrote a statement that triggers their responsible gambling act and prompt them to exclude you, armed with the data they have in your second account to put "face" into [user]name. Still, your first account went under the radar as it was dormant and they couldn't tie those "face" into the first username.

It's only after a brief moment of it being reactivated and their algorithm detect multi-acc that they tied the first account to the second, thus banning it in less than five days.

I hope that clarifies enough, and with your third account being refunded, is there other issue you'd like to escalate or discuss? If not, I'll begin to try to reach Roobet and appeal to them to refund what's left on your second account, suppose bonus is considered as a payable, as it is [by current narrative] rightfully yours.

I have asked them few times onsite try support ticket and begged them to close my account forever they didnt wanted to do as reason we cant close your account please contact us on email
After that i have contacted email and told them i want the ban to be forever pernament without any options for unban

Also the unban happened 7 days later after i previosly  asked for it most casinos do not even allow u to answer those kind of questions if 6+  months didnt passed

Here is screenshots of the second please keep in mind this unban request was AFTER i have previosly got banned on the second and third for gambling addiction and the casino guru complaint was still ongoin
https://imgur.com/18ywtWn https://imgur.com/t5FdH1V  This unban request was just pure curiosity will they still unban it after all of this? yes they did and i have said it on casino guru complaint and they again locked it later


Well i didnt know which words i shoud use back then but does it really matter if i have said exclude or perma ban me? 7 of their agents have said it doesnt matter if  u said to us you are gambling addicted or just asked us for pernament ban not mentioning anyting other we still consider this as self exclude and if u opened any other account during your first account is banned the second would be banned also until  u clear the ban on the first

Nope there was not any funds left just some bonuses of like 40-50$

yes i expected to get refunded on second and third account yes it will happen Roobet is willing to refund me the third account but i want the second and third
Yes they did not force me to gamble again
They do not have any kyc system after u create the account u must enter basic Kyc informations on which i have done they are all the same on 3 accounts
Roobet is allowing you to create multi accounts as much u want if u dont use your own aff codes or the same one from streamers etc

But they do not allow you to create account if your previous account is banned as in my case self banned (and they have stated this 7 times all diffrent agents no matter if u just asked us for pernament ban without options we still count this as self exclude and if u tried to open any new account that is detected by us it will be instant banned which did not happened in both of my cases the first account self banned  and the second them on the second account i have cleary stated gambling addiciton and i was allowed to create third and gamble ) they are willing only to refund the third 500$ but not the second where the loss is 10k$ ++

Now, what are you expecting from Roobet? To return your deposits? I am sorry, but that is never going to happen. You are actually wasting your time trying to figure out how you can get your money back. It is you who has decided to gamble again. They did not force you to open new accounts and start gambling again. I don't know how their KYC system works, but they are here to do business.

As Ziskinberg, could you please provide some law references? Was it legal to create another account while you had an account? According to the casino rules, you were not allowed to create an account. But you did. So, you violated their TOS as well.

Since you’re bringing up the law, could you point to a specific law to back up your statement? I’m not an expert when it comes to legal stuff, but I think it’s important to avoid using phrases like “against the law” without showing the actual legal reference.

It mattered. Perhaps, it's even part of the root of the problem. You asked for a ban, of which they're not sure it's an exclusion or a time-out, then upon assessment, you lied to get the account back and creating an impression that you're not a problematic gambler, thus they didn't find the necessity to jump in with responsible gambling act.


Can I get a screenshot of your answer for that assessment the second time you asked for the ban to be lifted?
 

They have. I've look into it to be sure it's there. You've followed the right track on your first attempt, by emailing them. The only two problems were you asked for "ban" instead of "exclusion" which probably made them unsure whether you asked for a cool down or for an exclusion, and you falsified the assessment.

Moving to your demand, to get a refund on your second account. This is the account which they identified you as a problematic gambler and they promptly exclude [you're not asking for self-exclusion here] they read the sign and diligently following the responsible gambling act by excluding you.

Was there any fund left on that account when the account got locked? Or was it with zero balance as you gambled everything?

I don't see Roobet should be blamed for all this mess, moreover I remember there was someone complained a casino where he already exclude himself, but after few days or weeks, the casino allow him to access the account. I forget what's the casino, but that's from big casino.

@OP you need to sell all of your devices, go to villages, work in real life, and stay for at least a year, I'm sure you will able to change your life and it will cure your addiction.

You tried to explain it well but it is very difficult to bring back those who get addicted to casinos. I have also seen those who could not come back and were ruined. If I were in his place, I would have done the same things as you because if I tried to get more, I would have lost everything, so I would have tried to come back from here.

However, what I see is that if casino players spend two days making good profits and then lose a lot of money, these are the most observed things now. I think it would be best for him if he could get out of here.

Seriously speaking, you shouldn’t blame the casino for your addiction especially if you are the one requested to unban your account. Even if the account was ban permanently you can still create new account under different name and KYC since it’s easy to bypass it in online casino.

At the end of the day, you should be the one responsible to yourself on handling your addiction problem instead of doing blaming game to the casino after you lose.

Your statement sounds like you are using this blaming for your addiction to the casino as escape to recover your losses. Your argument can be justified if we are talking about physical casino here since they can ban you personally to play in the casino not in online casino.

Sorry man but honestly, it’s hard to see how you can blame the casino for something that’s ultimately on you. You have to understand that casinos are a business and their main goal is to accept bets and keep the system running, so if you were gambling and happened to win, would you expect the casino to refuse your winnings? Probably not. So, asking for a refund just because your account wasn’t locked as you requested doesn’t really add up, it’s your responsibility to control your actions.

If there were laws forcing casinos to refund gamblers in situations like this, it would feel pretty unfair to the business. At the end of the day, the gambler made the decision to play, whether they’re dealing with addiction or not. The solution isn’t to blame the platform but to take accountability. If you truly want to quit gambling, start by working on yourself, set strict boundaries, and don’t rely on the casino to babysit you, they’re not in the business of special treatment for addicts.

I'm really sorry to hear about your gambling addiction, addiction is not fun for anyone and I hope you get help with your addiction.
If I was you I should focus less on getting my money back and be happy that they are ready to refund your deposits from the third account.
Then you should try to get help with your gambling addiction and really try to quit once for all so problems like this not occurs in the future.
You can do so much more and funnier things for your money rather than throw it away in gambling, trust me.
Good luck.

No matter if i have lied just to get unban the first time or whatever next happened
They themself have said no matter if u said us on the first account i request pernament ban without options  we still consider this as self exclude and if u created new account it would be banned instantly
i have got this response by 5 onsite support agents and 2 try email
The second time i requested unban on that first account was during my complaint on casino guru (i have already got banned on the second and third one for gambling addicitong problems stated to them) they still prooceed to unban the first account and i have succesfully got it unbanned after i shared this with them on the casino guru complaint they banned it again heres picture of it https://imgur.com/SWgrGzP https://imgur.com/3sekgNU  its clearly written there As you have taken the decision to cancel your Self-exclusion, before we can consider re-opening your account, please can you answer the following:
Its means that this account was self excluded and its in their tos self excluded account cant open new accounts if they do we goona ban them instant

If u think i have lied about anyting in this post please ask me for whatever u want i can share photos videos

And also opening multiple accounts at roobet is allowed if needed i can share pictures too

Also for the part where u say u dont know how to self exclude yourself from the casinos?
Roobet doesnt have option to self exclude yourself like take a break or anyting ban your account forever or anyting
And i didnt know how to properly do it and thats why i have asked the ban to be pernament one
And on the second account after reading complaint online i have clearly stated that im gambling addicted and please ban me no matter i did this they still allowed me to create a third and play again under same kyc details
they are only willing to refund the third account but i ask for the second and third

The first sentence itself entitles you to lose your benefit of doubts. You lied there, how do we know you didn't lie on other narrative?

Nonetheless, moving on to the next point: self-exclusion and ban. Help me understand this, you have six accounts on two casinos, that we know of, and probably other accounts on other casinos too, you're saying you don't know the proper way to self-exclude in spite of the extensive amount of accounts you have?

Now, moving to a more serious topic, to answer your question, that's also already explained by CG's rep, no, at times, ban request, especially the ones worded like shown in your email, doesn't work like self-exclusion, especially when combined with your lies to their problematic gambling assessment questions.

When the stakes are high and the lost are significant, casinos understand that player can --at times-- enraged by the site and asked to be banned, to be severed from it, or... to make it more dramatic and on-point, "throw my account to the fire and burn it with hellfire! I don't need this cheating robbing leeching casinos bleed me to death! You just lose your most precious gambler because you cheated me and make me lose six times in a row! Bye! You can permanently lock my account, ban them for good! I don't care! Don't cry and beg me to return!"

And later on, after several days, the player calmed down and wanted to play again. He wrote that he needed his account back. And I guess that's when and where the problematic gambler assessment questions kicked in. This is why they need gamblers to go with self-exclusion procedure [as well as placing cool-down period as a buffer] instead of writing "I want to be banned". To know whether that last communication is a cry for help or a simple venting out their anger.

Simplified, at times and depending on the circumstances and the wordings, ban request does not equate to self-exclusion. Yours, unfortunately, did not indicate a request of self-exclusion, nor problematic gambling, that was strengthened with you passing the assessment with flying color. As a result, they did not mark you as a gambling addict, by your own doing. And all of the fund being in this account, logically, are not payable to you.

By your own assessment result, you're a healthy gambler who gamble for fun and had no difficulties. All of the loses are a risk you accepted as part of the fun game.

Their forced exclusion only kicked in on your second account when you send your distress signal and call-for-help. This results in marking you as a problematic gambler and any future account should be prevented from being created. And granted, they slipped on this by allowing you to have your third account. Of which made them decide to refund you with what's on the third account.

Could you help me understand where is the scam?

Well yes i have lied that im in control but few days after i got unban i have asked again for pernament and cleary said without options for unban i request pernament ban

And yes this still counts as self exclude and if player opens new account during his previous account is banned the new account account will be closed too this is the answer i received from 5 onsite support agents and 2 try email

Ok, uhh, sorry, no offense, but I literally stare at my screen for a few seconds upon reading your reply as presented on the screenshot, finding myself dumbfounded.



Those were their problematic gambling assessment, and you lied through it by saying no to point one to four, of which otherwise will indicate a gambling addict and prompt them to enforce exclusion. Stated that you're in control for question number five while you fully aware that you're in fact not, and state that you gamble for fun while the fact would indicate that you gamble to satisfy your addiction.

And now you want them to bear the responsibility and consequences of your own fabricated answer?

Yes i had 3 accounts
The first account was  banned for reason i have asked because i have lost so much and i have asked them for pernament ban try onsite suppor ticket i have received it
Few days later i have asked for reopen and answered them with this https://imgur.com/vls46FB and account was unlocked 2 days later and i have deposited again and lost and then i have said to them i request pernament ban without any options for unban
The second account was banned because i have lost over 10k$ and i have clearly stated to them in im gambling addicted i cant control myself and i request pernament ban if not im going to lose everyting and they banned me
Few months later i have opened the third one and i have lost there 500-600$ and after this loss i have opened complaint on casino guru

i  didnt know how self exclusion works back then  so i just simply have asked for pernament ban without  options for unban

all i got is this for the very first perma ban they never sended my suppor tickets or anyting like that i have asked many times https://imgur.com/cXtd2GR

And yes i request to be refunden of my second and third account  

As reaching their rep is quite an effort, I'll need an comprehensive understanding from your side, so I can wrote all of the details to them and hope they'll reply.

So, correct me if I am wrong. Throughout the time, you have three accounts, the first one, you asked for a ban and they complied to it, then you asked for it to be reopened, and later asked it to be permaban. And I assume that permaban works as you created another account instead of using the first one.

With the second account, you got banned "with no reason" and upon inquiring why you got banned, they explained that you made a statement, I guess on their chatbox, that you have signs of gambling problem, and so on, that leads them to put exclusion on you.

Then you created a third account. That lose money, and now you asked for all of the fund to be refunded instead of the one that's on the third account?

To gain further immersive understanding and be dead certain, may I know whether you wrote to them through self-exclusion protocol on the first attempt with your first account? i.e. specifically mentioned that you requested self exclusion, of which will prompt them with the self-exclusion protocol [the cool down period, the question if you'd like permaban or end the cool down, etc]?

And, what's your answer to these questions they asked upon your initial request to get your ban lifted?

Well bro they do not care even after i had complaint on casino guru that dude is complete clown i present him many pictures even roobet employees telling me that and its in their tos the dude says complete opposite and he makes his own laws thats why  i come here and i have created another complain on askgamblers if i dont have luck here or on askgamblers im going with a lawyer im already in contact with few streamers and they help me with this

Btw the most funny part is that even after i have closed my Pokemon55 account twice and asked for gambling addiction ban on the second and got banned and after i opened the complaint they closed my third on and after all of this during the complaint i managed to reopen my account XDDD after i told them in complaint they have closed it again https://imgur.com/TFJ0fA5 https://imgur.com/bD47Hdj

After your request to permanently close your account, Roobet is not allowed by law to re-open your account or let you open other accounts.

Hence, Roobet has to give you all the money back you lost after your permanent account closure request was activated.

Doesnt matter where im going to spend the money Roobet didnt act as their tos and thats it i request refunds of my deposits Theres rules and laws they need to protect gambling addicted people to ban their new created account but they didnt do this

They have stated these rules not me

I'm sorry and no offense but you are just looking for someone to blame and hopin to get your money back(I pretty sure you are just going to gamble them somewhere else if you ever got that money), you kept creating new accounts after asking them to close your old ones, you have no one to blame here but yourself, all this time you know you have a gambling addiction and you could have seek professional help but you kept going back to them and now you want them to pay you back for the stupid decisions you made.

Hello on this date Jul 30, 2019 - Pokemon55 i have created my first account on Roobet.com i have lost few thousands $ in rage betting and i have decided to close my account pernamently
https://i.imgur.com/wyXD0DH.png https://imgur.com/TiPs2aH And i have received pernament ban atleast i thinked i received xd

4 Days later i wrote to them i would like to get unban on which they have responded with this https://imgur.com/kkTDGbP 3 days later after i requested for unban they have gived it to me https://imgur.com/VuSsKWZ
And once again i have deposited and lost more than i could afford back then and once again few days later i contact hem again i request perma ban without option for unban https://imgur.com/i5GOuY4

And i have thinked that this account will be closed forever since i have asked without options for unban and  that i could not open new accounts


Then we go to Dec 30 2023 When i open my second account happynewyear24 where i lost over 10k$ after this loss i have clearly stated to them i request pernament ban for reason being im gambling addicted and i could not control myself im going to loose everyting and they have locked my account https://imgur.com/0cfYGgS  and i stopped gambling at all casinos

But few months later or on date Jul 16, 2024 i was able to open new account with username newhere23232 and loose additional 500-600$

On all of these accounts i have done the same kyc details used the same Ip adress same pc same everyting adress and etc

I have opened complaint on casino guru and fight there 3 months but despite everyting the casino guru agent is so bad at his work that he closed my complaint once because he missed some profs send by me and i had to send him emails and bro didnt care so i must contact other people at casino guru just to tell him to check my proofs after he re opened the complaint he is just not for this job

We got to a point where roobet is willing only to refund me on the third account for 500$ https://imgur.com/6iH4rZf
and the reason they dont want to refund me the 10k$+ lost on happynewyear24  because  i have just said on my account that i want perma ban and this is not self exclude
Well i have asked 5 of their onsite support agents and 2 on email and everyone one of them have said the same

If player ask us to pernamently ban his account without mentioning any gambling issues yes we still consired this for self exclude and the player if found to open new account while the other one is closed we will block all accounts after opening

Proofs of their agents  https://imgur.com/O1d0PhS https://imgur.com/n0UZPdr https://imgur.com/dA75mKj https://imgur.com/wmkQesw https://imgur.com/y7QA0YV https://imgur.com/q84U6U5 https://imgur.com/m8MYMMF https://imgur.com/BPGfPoX https://imgur.com/Yy5H0Th

Despite all of this the casino guru agent tells me nah what they say its false ? WTF https://imgur.com/fssKByY Despite 7 of their workers saying the opposite this casino guru agents  is saying his own rules and laws