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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

Dear Attila,

Thank you so much for your response and for taking on my case. I will answer your questions below:

Account access? No, I currently do not have access. The casino immediately and permanently closed my Olafito2022 account as soon as I notified them of my gambling problem and self-exclusion. This confirms that the casino recognizes I am a vulnerable gambler who should not have been operating.

Did I inform them beforehand? I didn't send them a specific email before the deposits, but I maintain that the casino failed in its duty of due diligence.

My argument for CasinoGuru to mediate is as follows:

Regardless of its local license, Roobet operates under a Curacao license that requires them to monitor risk patterns. Allowing a user to deposit 5,758 USDT in such a short period without requiring a KYC (Know Your Customer) process or verification of the source of funds is a serious breach of their Responsible Gaming protocols.

If the casino had adhered to basic security standards and requested my ID (national identity document) when I made large deposits (and not only when I requested a refund), they would have detected my identity and situation. The platform facilitated my loss by omitting the preventative controls that their own international license requires to protect vulnerable players.

I request that an evaluation be conducted to determine whether the casino fulfilled its obligations to monitor high-value transactions, as its technical inaction allowed a player with a recognized illness (gambling addiction) to lose a considerable sum without any security measures in place.

I await your comments.

Sincerely,

[Redacted] (Olafito2022)

Estimado Atila,

Muchas gracias por su respuesta y por tomar mi caso. Respondo a sus preguntas a continuación:

¿Acceso a la cuenta? No, actualmente no tengo acceso. El casino procedió al cierre inmediato y permanente de mi cuenta Olafito2022 en el momento en que les notifiqué mi situación de ludopatía y autoexclusión. Esto confirma que el casino reconoce que soy un jugador vulnerable que no debería haber estado operando.

¿Informé previamente? No les envié un correo específico antes de los depósitos, pero sostengo que el casino falló en su deber de diligencia (Due Diligence).

Mi argumento para que CasinoGuru medie es el siguiente:

Independientemente de la licencia local, Roobet opera bajo una licencia de Curazao que les exige monitorear patrones de riesgo. Permitir que un usuario deposite 5.758 USDT en un periodo de tiempo tan breve sin solicitar un proceso de KYC (Know Your Customer) o una verificación de origen de fondos es una negligencia grave en sus protocolos de Juego Responsable.

Si el casino hubiera cumplido con los estándares básicos de seguridad y me hubiera solicitado la identificación (DNI) al momento de los depósitos de alta cuantía (y no recién cuando solicité el reembolso), habrían detectado mi identidad y mi situación. La plataforma facilitó mi pérdida al omitir los controles preventivos que su propia licencia internacional les exige para prevenir el daño a jugadores vulnerables.

Solicito que se evalúe si el casino cumplió con sus obligaciones de monitoreo de transacciones de alto valor, ya que su pasividad técnica permitió que un jugador con una enfermedad reconocida (ludopatía) perdiera una suma considerable sin ninguna traba de seguridad.

Quedo a la espera de sus comentarios.

Atentamente,

[Redacted] (Olafito2022)

Thank you for your reply, Olafito22. I understand your point of view, but as I already explained, casinos that do not have a Argentinian license do not have access to this register. Roobet Casino has a GCB and Anjouan license, therefore they couldn't block you. If your account was closed upon informing the casino about your gambling problem, we are unable to assist you with your refund.

At this point, I can only recommend how to self-exclude properly in the future in casinos that are not licensed by Argentinian authority. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.