Roobet Casino - プレイヤーのアカウントが不適切に処理されました。

First of all this revolves around 2 accounts of which the emails are: nicholaskinnas123@gmail.com and gulark335i@gmail.com. I have tried to resolve this issue with them and provided MULTIPLE screenshots and not only are they brushing it off they are not even giving me access to my chatlogs between them to help further prove my point

Here is the issue and what I sent to them: Dear Roobet Team,

I am writing to formally escalate my concerns regarding Roobet's failure to uphold its obligations under the Curaçao license (License No. 8048/JAZ2021-031) and industry standards for responsible gambling. Despite multiple attempts to resolve this matter amicably, your responses continue to deflect responsibility. This email serves as my final notice before I pursue further legal and regulatory actions.

The accounts in question are associated with the following emails:

gulark335i@gmail.com

nicholaskinnas123@gmail.com

nicholaskinnas12345678@gmail.com

Key Points of Concern:

Irresponsible Account Management:

I submitted multiple requests for permanent self-exclusion from several accounts under my name and IP address. Despite these requests, Roobet allowed me to create and wager on new accounts without any additional verification.

Even after self-exclusion requests, your system failed to enforce responsible gambling measures, in clear breach of your obligations under ToS Section 8.9 and Curaçao licensing standards.

Lack of KYC (Know Your Customer) Enforcement:

Despite being required to verify users' identities under ToS Section 4.9, Roobet allowed me to create multiple accounts with minimal verification.

This failure highlights systemic issues in enforcing KYC protocols, which are vital for preventing fraud and ensuring responsible gambling.

Problem Gambling Indicators Ignored:

Patterns of frequent, impulsive deposits and wagers indicative of problem gambling were evident and acknowledged by your live support agents, as evidenced in chat logs and screenshots.

Despite this, your system and support staff failed to intervene, as required by ToS Section 6.4(c), which mandates action if there are reasonable concerns of compulsive gambling.

Failure to Detect Red Flags Through Automated Systems:

As a Curaçao-licensed operator, Roobet is obligated to employ systems to detect problematic behavior. Patterns such as frequent deposits, switching accounts, and inconsistent IP addresses are common indicators of problematic gambling.

The failure to act upon these red flags constitutes negligence and a breach of licensing standards.

Failure to Prevent Account Abuse Across Multiple IPs:

I was able to switch IP addresses (e.g., from Brazil to Argentina) and access the same account within minutes without triggering safeguards.

This failure demonstrates a lack of adequate account security under ToS Section 4.13 and raises concerns about compliance with AML (Anti-Money Laundering) policies.

Continued Promotional Contact:

Even after my accounts were locked, I continued to receive promotional emails. This demonstrates a lack of follow-through on self-exclusion protocols and a disregard for responsible gambling obligations.

Prolonged Lack of Resolution:

Despite repeated efforts to engage with your support team and provide ample evidence, Roobet has failed to take meaningful action to address these issues or provide a resolution.

This lack of responsiveness exacerbates the harm caused and raises serious concerns about your commitment to regulatory compliance and customer welfare.

Supporting Evidence:

Screenshots proving that a Roobet support member commented on my deposit and wager patterns, acknowledging them as concerning.

Screenshots of my requests for permanent self-exclusion made on multiple occasions.

Screenshots and evidence showing inconsistent IP addresses, where my account switched countries (e.g., Brazil to Argentina) within a short period.

Requested Action:

Immediate Refund of deposits made during periods of problematic gambling behavior and after permanent self-exclusion requests.

Disclosure of All Records, including chat logs, transaction history, and IP login records for accounts associated with my name and email addresses.

A Formal Investigation into your system’s failure to detect and mitigate problematic gambling behavior.

Cease Promotional Communications to any account associated with my name or email address.

Legal and Regulatory Implications:

Should Roobet fail to address these issues satisfactorily, I will proceed with the following actions:

Pursue legal action to recover funds lost under circumstances demonstrating negligence in adhering to responsible gambling and account security standards. I also provided them with screenshots that showed that they did not self-exclude my account even after I responded in time to their email

Hello nkinnas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

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.