Roobet Casino - Il giocatore richiede il rimborso dei fondi dopo il fallimento dell'autoesclusione.

Self-exclusion system failure - Refund request for 5,758 USDT

Problem description (in Spanish)

I am filing this formal complaint against Roobet casino for a serious failure in its Responsible Gaming and player protection protocols.

I am a resident of Argentina and am currently registered in my country's Self-Exclusion Registry. Despite this legal status, the Roobet platform allowed me to:

Access my user account (Olafito2022).

I made deposits totaling 5,758 USDT in a short period of time without triggering any due diligence alerts (KYC or Enhanced Due Diligence).

Participate in games of chance as a vulnerable player.

The casino only closed my account after I informed them of my self-exclusion and requested a refund. However, they refuse to return the deposited funds, arguing that "it's not their fault" because I didn't notify them sooner.

I maintain that, under the regulations of its own Curaçao license and international Responsible Gaming standards, it is the operator's responsibility to implement effective filters to detect and prevent access by self-excluded players, especially when large sums of money are involved. If its control systems fail, the gaming contract is void and the funds must be refunded.

I request a full refund of my net deposits (5,758 USDT) due to the evident lack of consumer protection and negligence in your security systems.

Additional details they may ask you for:

Have you already contacted the casino? Yes, and their response was that they do not identify any fault on their part, ignoring their duty of protection.

Do you have proof? Yes, I have the deposit slips, my ID, and the official self-exclusion certificate issued by the Argentine authorities.

Amount in dispute: 5,758 USDT.

Falla en sistema de autoexclusión - Solicitud de reembolso de 5.758 USDT

Descripción del problema (en español)

Presento este reclamo formal contra el casino Roobet por una falla grave en sus protocolos de Juego Responsable y protección al jugador.

Soy residente de Argentina y me encuentro inscripto de forma vigente en el Registro de Autoexclusión de mi país. A pesar de esta condición legal, la plataforma Roobet permitió que:

Acceda a mi cuenta de usuario (Olafito2022).

Realice depósitos por un total de 5.758 USDT en un periodo corto de tiempo sin activar ninguna alerta de debida diligencia (KYC o Enhanced Due Diligence).

Participe en juegos de azar siendo un jugador vulnerable.

El casino recién procedió al cierre de mi cuenta después de que yo mismo les informara mi situación de autoexclusión y solicitara la devolución. Sin embargo, se niegan a reintegrar los fondos depositados, argumentando que "no es su culpa" porque yo no les avisé antes.

Sostengo que, bajo las normativas de su propia licencia de Curazao y los estándares internacionales de Juego Responsable, es responsabilidad del operador implementar filtros efectivos para detectar y prevenir el acceso de jugadores autoexcluidos, especialmente cuando se manejan montos de dinero elevados. Al fallar sus sistemas de control, el contrato de juego es nulo y los fondos deben ser restituidos.

Solicito el reembolso total de mis depósitos netos (5.758 USDT) ante la evidente falta de protección al consumidor y negligencia en sus sistemas de seguridad.

Detalles adicionales que te pueden pedir:

¿Ya te pusiste en contacto con el casino? Sí, y su respuesta fue que no identifican culpa de su parte, ignorando su deber de protección.

¿Tenés pruebas? Sí, tengo los comprobantes de depósito, mi DNI y el certificado oficial de autoexclusión emitido por las autoridades de Argentina.

Monto en disputa: 5.758 USDT.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Olafito22,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please understand that Roobet Casino does not operate with a license issued by Argentina, therefore, they do not have access to the national register. In other words, because Roobet Casino operates without a necessary license, it is not possible for them to comply with Argentina-specific responsible gambling measures, such as the national registry. Unfortunately, for this reason, we are unable to help you claim reimbursement for your losses unless you informed the casino about your gambling problem before depositing.

• Could you please advise if you have ever informed the casino about your gambling problem?
• Also, do you currently have access to your casino account?

Thank you for your reply.

Best regards,

Attila