Review of my case

Hello i would like my case to be review of another agent

Why do i ask this?

First of all my complaint was ongoing for soo long few months

The agent who responded to it misssed critical evidence few times and i had to send evidence to other agents try their emails so he sees it it was like he was ghosting me he never ever responded to my email but as soon i send it to higher ups he saw it?

Then he says i choose what i do like i set the casino tos like wtf the casino says employees casino support says yes u are right in this case as u can see in the pictures 10+ support agents claims Asking for pernament ban from casino + mention self exclude me forever without chance for unban counts as self exclude and its stated in their tos the agent here in my case says nah dude i dont count that how? its in their tos literally

The casino offered me at first like 500-550$ then said ah ya take 600$ but the amounts is way higher that im owed like 10-12k no i dont accept that i wont sign anyting unless im paid what im owed my complain was https://casino.guru/complaints/roobet-casino-player-s-accounts-have-been-closed-but

If possible someone higher ups to read it

And not to mention that my goverment have made alerts when we join that site that the site is ilegally operating in my country but they still accepted us there

They accepted players from countries they dont have licence

They didnt honored my ban

They admitted they are wrong but still the casino guru agent said no no refund for u while casino says yes we are wrong

As I can see, you are writing about your old complaint, right?

Unfortunately, your complaint was rejected due to the fact that the casino wrote that they will not refund any more money to you than the 600$ and we have no power to push them to refund more in this case.

You still have the option to turn to the ADR of the casino if you are unhappy with this decision, though.

Also, please know that we are unable to investigate a case that is more than 6 months old due to our policies.

No im not going to accept a 600$ refund when im owed 10-12k If u even looked at my case THE CASINO EMLOYEES SAID YES WE ARE AT WRONG LITERALLY 10 support agents said yes if u ask for pernament ban self exclude and mention the following please ban me pernamentyly without chance for unban its same as asking for self exclude but your agent michael that missed 10 times or more pictures send by me didnt reply to my complaint for 1 months closed it down? michael says your agent if u asked that it doesnt count as self exclude while literally 10 agents from roobet says yes that counts and its in their tos? please explain me then whats more important what your agent says or the casino tos? not to mention how many times he says u didnt send em this prof while i send it try email and he closed down me complaint and i had to send to higher ups so he sees my email it happened over 10 times

As I wrote before, unfortunately, we are unable to do much about your case anymore.

Michal explained everything well, I believe:

"...regarding your post that states that you were able to open the account happynewyear2 on December 30th, 2023 and the account Pokemon55 was closed on January 8th, 2023, this simply confirms the fact that when you ask for a permanent ban, it is not a self-exclusion due to gambling problem request. The fact that the live chat support told you it is one and the same is simply not true, and I am sorry you have been misled this way. We state this fact in each complaint regarding self-exclusion: there is a clear difference between account closure and self-exclusion. Due to the fact that you have not informed the casino about gambling addiction or mentioned gambling problems in any way on the account Pokemon55, this was treated as a simple account closure, not a self-exclusion request. Therefore, the casino did not have any reason to block your next account, happynewyear24."

After this he casino representative wrote in the complaint's thread:

"As pee the above evidence, we will not refund more that the 508.72 USD already offered. We can give 600 USD if the player wants, but that is it. We do believe we have done all the efforts to solve this situation but the player continues to ask for unreasonable amounts that he is not entitled to.

From our end we can change the agreement and add all accounts. We sent an e-mail requesting all accounts that he has so that we can add them in the agreement. Now it is up to the player to accept or not our offer.

Best,

Roobet"

And that is why your complaint was closed.

I'm sorry we couldn't be of more help this time.

soo michael says that doesnt count as self exclude but why then 10+ live support agents have confirmed the following

If player ask us for pernament ban without chance for unban that count as self exclude and all new created account will be blocked instant

Have u seen those pictures or no ?

So their tos and casino support says 1 thing but michael other one? who is here in right the casino tos or michael that makes rules out of his head? its literally in their tos

YES THE ANOTHER ACCOUNT SHOULD HAVE BEEN BANNED IMMEDIATELY but that didnt happened? ?

Above is the one agent heres from diffrent confirmed that im right

Second one i have clearly said to support the same words i have asked to be banned on my first account

link for other pic as i have maxed out 5 pics in post https://imgur.com/eQMcvAd

So who is in right here then? Michael or the casino tos and the people that wrote these rules and saying yes we should have banned that account or

Please turn to the casino support then. If they say it is according to their T&C's, I don't see why you need our help, to tell you the truth.

As I repeatedly explained, we are unable to handle any case that is more than 6 months old anyway.

They dont want to communicate with me at all after i bring up this all communication stops i guess the only one option is to post it on twitter and i have previosly saw u investigated cases older than 1-2 years from where this 6 months old shit comes idk

Well, it is according to our guidelines, whatever you call it.

But have u saw the pictures i send? that the opposite of what michael says why u dont ask the casino why did their employees said that ? and why then im not refunded? thats their rules and they admitted it but whenever i try to talk to them and send these pics all communication is cut off instantly but if i dm them like hey is this email working they answer in matter of minutes 1-2h but after i bring that up they dont ever respond and thats why im here to try to ask for help

Unfortunately, we are not responsible for what their employees say, you know.

In your complaint, we have a clear message from the casino representative with whom we are in contact regarding all the complaints, and that is important to us.

We are unable to help anymore, and I am saying this for the last time, because this conversation is going nowhere.

ya sure its more important what someone says vs what casino tos says i knew it would be just waste of time the whole complaint when ur collegue needed few times 2-3 weeks to reply in the complaint dont look at emails for weeks idk what i expected from site who is sponsored by these casinos ofc not to side by the people

The support at this casino is really bad. 90% of the time, you just receive saved replies. Honestly, it almost feels like talking to an AI, except an AI communicates better than this casino’s support team.

You forgot to mention which casino you have in mind, though. 🤔

Also, do you mean the live chat?

What exactly have you asked them, please?

whole discussion of this post is about roobet and he said at this casino so what u think about which casino he talk about? maybe if some of u have spend 5 minutes and look at the pictures of their tos and what they did was wrong? all of u dont see that the if player says pernament ban me and without chance for unban is not the same as gambling addiciton saying to them then why did they system enabled that and when i tried to unban my account they asked me are u still gambling addicted?

First account lost 2-3k in 20 deposits in less than 20 mins i ask for pernament ban without chance to unban=2 days later i ask for unban i get it but i had to say im not gambling addicted anymore and all of this is just for fun =i lose more i ask again for ban perma ban same as first time

Account stays banned with kyc done

I was able to open second account same kyc lose 10k++ this time i have said im gambling addicted it took live support 20 minutes to ban me after 3-4 agents joined and left the chat

Few months later again same new account same kyc i lose 500$

So could u romi explain to me if player is asking just for perma ban without chance to unban how is that not the same as saying i have gambling addiction BUT if i say just perma ban me no chance to unban (2 times ) triggers their system when i ask for unban to have to say its all fun and i have cured myself and im no longer gamba addicted ?

I believe that you got clear instructions on how to ask for a self-exclusion due to gambling addiction. No casino reads its players' minds and if there is no clear information like: "I have gambling issues", the casino is unable to know about it.

I asked the user above for a clear indication of which casino it is, because I don't read minds either, and we'd like to avoid any misunderstandings, so please do not reply to posts that are not meant to be sent to you in any way.

As I said in my previous reply to you, as the conversation is going nowhere, I won't reply to you anymore.

if the casino can not read my mind can u explain to me why then i was asked do i gamble for fun and do i have gambling addiction still on the account i said just i request perma ban without chance to unban? just explain me that and i will never reply here anymore

have u even looked at the evidence or just u read the response from michael and support that? despite him taking 1 month for each reply missing my evidence many times and i had to dm to higher ups so he can take a look at it ?

Hello, if I may, based on your posts and complaint, I believe the point is not in those questions themselves but in the way you express the nature of the account closure to the casino. Perhaps you still do not feel it, but the difference between ordinary account closure and self-exclusion due to gambling addiction is huge. The difference lies in what is disputable when the request fails. So, if you have been provided with an exact example and fair instructions, I would use them to prevent further harm and minimize the risk of wrongly reopening accounts.

Disputing logic or personal feelings, sadly, does not help much when the damage has already been done, if you know what I mean. Please put yourself in first place. 🙏 Nothing you keep posting here on the forum will change the outcome.

oke lets say there is a diffrence between saying pernamently close my account without chance for unban and saying im gambling addicted but why in both cases the same thing happens? if u want to get unbanned they ask u did u cured urself from gambling addiction and will u play just for fun? so can u explain to me why was this asking if i just said perma ban me ? and how i could have cured myself from gambling addictiong in just 2-3 days? the first account was banned 1-2 days later i ask for unban and i get it all i had to say im cured now il play for fun ?? i was asked this on my first account this is standard procedure for players after they get banned for gambling addiction and i was given unban just for saying now i play for fun and im cured in just 2-3 days

Hello,

I believe I understand your perspective. The thing is that once a player admits to the gambling addiction, the account should never be opened again in the future. So, the situation, in my opinion, demonstrates that the casino is shaping the responsibility back to the player, but it is still a shared responsibility.

You know, imagine how it looks if you take such closure away, stating that you play for fun. Both sides, in my opinion, have been trying to figure out how to allow you toplay, yourself included. It was your choice, right? Therefore, it is difficult to punish the casino just like that. That's, in my opinion, the matter here.

I, for example, noticed that you have two rejected cases with two casinos regarding lifting the account closure. It's not a coincidence, I reckon.

Please try to stay away from all casinos; stay safe.

I wish there was a better way to help out.