Roby Casino - プレイヤーは自己排除後のアカウント承認に疑問を抱いています。

Hello, I have a question. I had an account at Nova Jackpot, which I closed because of gambling addiction. After that, I received an SMS from Roby Casino and unfortunately succumbed to the temptation to open an account there, losing about 1,500 euros. Now, I have learned that Nova Jackpot & Roby Casino belong to the same provider, and I'm wondering whether Roby should have allowed me to open an account, even though I had self-excluded at Nova Jackpot due to gambling addiction. I would appreciate your assessment. Thank you very much.

Hallo, ich habe eine Frage. Ich hatte ein Konto bei Nova Jackpot, dass ich schließen lassen habe, mein Grund für die Schließung war Spielsucht. Ich habe darauf hin eine SMS von Roby Casino erhalten und bin bin leider der Versuchung erlegen, dort ein Konto zu eröffnen und habe ca 1.500.- Euro verloren. Nun habe ich erfahren, dass Nova Jackpot & Roby Casino zu dem selben Anbieter gehören und ich frage mich, ob Roby mich überhaupt ein Konto hätte eröffnen lassen dürfen, obwohl ich mich bei Nova Jackpot aufgrund von Spielsucht habe sperren lassen. Ich freue mich über eine Einschätzung von Ihnen. Vielen Dank.

Dear zeninosilla,

Thank you very much for submitting this complaint. I am truly sorry to hear about the difficulties you’re experiencing.

• Did you inform Roby Casino about your gambling addiction and explicitly request to be self-excluded?

I have checked the Responsible Gaming section on the casino website and this is what I found:

Self-exclusion request: you can contact Support Service Team via e-mail: support@robycasino.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Additionally, I could not identify a direct connection between Roby Casino and NovaJackpot Casino. Unfortunately, if you did not request self-exclusion from both platforms individually, we cannot ask Roby Casino to refund your lost deposits.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for the quick reply! You can close the complaint as I only requested self-exclusion from NovaJackpot and there seems to be no connection with Roby Casino.

Best regards!

Vielen Dank für die schnelle Antwort! Sie können die Beschwerde schließen, da ich nur bei NovaJackpot um Selbstausschluss gebeten habe und offenbar keine Verbindung zu Roby Casino besteht.

Beste Grüße!

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.