Roobet Casino - Igrač je izrazio zabrinutost zbog prakse odgovornog kockanja.

After several loses I went on chat and stated "please close my account permanently", which normally indicates a red flag as the client may be having a gambling problem and the casino should action straight away - being responsible and all, as not taking action could result in the person going further down the hole. However, they just told me to email.

So I email asking for the account to be closed permanently, but to please pay me back may monthly and weekly cash back as it was due in only a few days.

Sadly the casino never actioned this and in the meantime I was able to still access the account and lose nearly 2K USD more.

After this I email them again asking why they had not actioned this, and allowed for this to happen and to compensate me for their lack of responsible gambling measures.

They came back claiming they replied to me (which seem to be an email that ended up in my junk folder) telling me they will wait for the days to pass so I can claim the cashback and then they can close my account (if I reach out to them again).

I feel the casino should have taken the matter more seriously and actioned the request, after which they could have explained they cannot pay the cashback early and ask if they want me to have the account reopened, at my own rist, to get that cashback.

I feel the casino should compensate me for these loses and stress, as they did not do the right thing with regards to being responsible gambling aware.

Dear Miron,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please note, there are 2 options – to close the account or to self-exclude and here is the difference:

Closing an account is simple and has almost none impact - the player can reopen the account anytime, and the casino has no obligation to the player. It can take more days to process this request and the casino can try to persuade you to not close your account.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees either not to open this account ever again, or only under special circumstances. (After cooling off period and this cannot be done for players who are addicted/with gambling problem). The player has to clearly express his gambling problem.

I checked the responsible gambling section of the casino and I found this:

"Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain to you all future steps and what is needed from you.

 email: support@roobet.com"

It seems that you didn’t ask for self-exclusion directly, so I believe the casino proceeded correctly in this case, but I would like to see the message, that you sent to the casino (the request to close the account), so I can be sure.

Would you be so kind and forward me any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you in advance for your reply.

Best regards,

Kristina

I have forwarded you the email

Mironkoprev, thank you for your email. Unfortunately, your message does not contain enough information for the casino to indicate that you are asking for self-exclusion.

In order to ask for self-exclusion in the future, you have to be more specific than this. The best would be to mention words such as 'self-exclusion' as well as to provide a reason for it (gambling problem) and the time period.

I apologize, but I believe that in this case the casino understood your message to be a request for the account closure, therefore it proceeded correctly.

If there is anything else, that could help us to support your case, please forward it to me, otherwise we will be forced to close this complaint.

According to gambling regulators, mentioning permanently is just as serious as self-exclusion and I have also worked in the industry snd know the training. So i disagree.

in addition, as I mention the provider has 72h to ask for documents to verify your age - if not have to refund anything you have staked, yet they never did that.

https://www.gamblingcommission.gov.uk/PDF/AV-CI-Consultation-responses-Feb-2019.pdf

Mironkoprev, although I see your point of view, you decided to play in a casino licensed by Curaçao, and, sadly, you cannot expect the same service and player protection that you would receive in any casino licensed by UKGC.

We would like to see all the casinos approaching responsible gambling the same, however currently there aren’t unified regulations that would be applied to all casinos and player protection tools are managed by the casino exclusively. 

After gathering all the necessary information we decided to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.