私のケースの見直し

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