Roobet Casino - Igrač se oseća zapostavljeno i ignorisano zbog samoisključivanja.

Hello, I recently asked Roobet if I can self-excluded but that conversation didnt lead nowhere. Fast Forward 6-7weeks, I was able to deposit and lose alot of money. Not once did roobet stop me and conduct a self assessment check or conduct an aml procedure. The only procedure I went through with Roobet was at the beginning of making my first withdrawal to make sure it was me who was sending it. I feel abused and neglected during my most vulnerable state and yet roobet proceeded to not do anything about it. Even ignoring my Self-Exclusion request. I asked if I can receive a refund but they told me that they did nothing wrong and didnt need to do any further checks on my account. The conversation that I had here was with Ozzy and it led nowhere. This conversation of being self-excluded was about 6-7weeks ago. I feel neglected and used a problem gambler.

Dear domster123dat,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

8.1. How to Request Self-Exclusion?

If you wish to self-exclude yourself, please email us at support@roobet.com, and we will set your account on a 48 hours cool-off period. During the 48 hours cool-off period, you will receive an e-mail to confirm you want to Self-Exclude and set the time of the self-exclusion.

Could you please advise if you've informed the casino about your gambling problem? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru. Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

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

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

Stay cautious and contact us directly if you have any doubts.

I am now currently blocked on the site and have 0 access to it. The only screen shoots I have are from the ones I sent about requesting to self exclude. They jumped back saying that I "inquired" and not requested one.

Also, may ask for you to findout when a casino should step in and do a player assessment? Cause I they never intended to do that.

Thank you for your reply, domster123dat. I understand how frustrating it must be to feel like a casino has failed to protect you, but we won't be able to help you in this matter. The self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't provide the request and your account has been closed, we cannot handle this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

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