Roobet Casino - ギャンブル依存症の懸念から、プレイヤーのアカウントは閉鎖されました。

Hello,

I won early on with Roobet but it seemed to go down hill from there, I noticed this on 2 different occasions and mentioned this. In a very popular streamers stream just a day or two ago, xposed, they actually said that he won a bunch on Baccarat so his account was probably "spoofed" by Roobet to make him lose on slots.

(the only chat I can see) On march 22nd, I reached out to support about how I am spending way to much with gambling and how the system has been used to let you win and then lose more and chase it. I told them I was very upset and losing to much. It was a cry for help, I was draining money with multiple deposits over and over after. But all they offered was a that's what it is, gambling. Yes, of course I understand that... I am obviously very concerned with the money I am losing but I have zero impulsive control, major ADHD, just got over opiate addiction and loss of a child (miscarriage)

Then I sank 15-17k there is to many transactions on my phone app it makes me sick looking at it, I cant see my deposits as my account is now locked so I cant see.

I do not understand when someone is complaining to chat multiple times about the upset with losing money and freaking out, they do not offer a ban or cool off.

I sat at the screen all day on the 15th and sank everything I had, my addiction was at full strength and seeing the marketing strategies all over my social media of bonus wins, streamers posting all this money, it made it go even harder.

I do not understand why there was not "take a break message", cool off, like they would watch my account if there was concern after messaging. They knew this.

I want to kill myself now, i lost everything and do not have a will to live, just got out of the hospital this morning under the mental health act and i do not see any reason why that was helped. I pondered awake, nothing I could do.

I am hopeless, feel abused and taken from. How now they lock my account after saying I am suicidal? So you lock it then but not when I was crying for help? Why would you let me drain everything I had and then when all my rewards for that money was coming and level up bonus, then you lock it?

They tried telling me I never reached out.... the email literally says "i cant stop"

I need help.

I can forward email chain as well with support

please block my name

Dear matth,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronika,

I emailed you.

Thank you very much

Thank you for your emails.

Based on the conversation with support that you provided, it appears that your account was blocked immediately after you disclosed your gambling problem.

Do you have any previous communication with the casino that would prove you had informed them of your addiction earlier and that they failed to take appropriate action to protect you?

Please note that without such evidence, we will unfortunately not be able to continue with the investigation or assist you further.

Hello,

Email was sent.

Thank you

Thank you for staying in touch and for providing additional context regarding your experience.

First and foremost, we’re truly sorry to hear about your personal struggles, and we hope that you continue to receive the support you need during this extremely difficult time. If you're ever feeling overwhelmed, we urge you to seek help from professionals or support services specializing in mental health and gambling-related harm.

Regarding your complaint, we’ve carefully reviewed the documentation and communications you've shared. While we fully acknowledge the distress you’ve experienced, unfortunately, we have not received sufficient evidence that the casino failed in its duty of care prior to your explicit disclosure of a gambling problem. According to the communications you provided, your account was blocked immediately after this disclosure, which is consistent with the casino’s responsible gambling policy.

We understand that you believe you reached out to the casino earlier to raise concerns, but without concrete records showing those interactions and a clear request for help or self-exclusion at the time, we are unable to confirm a breach of the casino’s obligations.

For transparency and fairness, we always require verifiable proof when assessing claims of this nature. This complaint will therefore be closed as rejected due to a lack of sufficient evidence.

We hope you're able to access the support you need and that you take the necessary steps toward recovery. If you haven’t already, we encourage you to contact a local gambling support service or helpline.

Best regards,

Veronika

Casino.Guru Team

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