Venting Roobet.com failed to provide responsible gaming support

[salondi]

complaint against Roording irresponsible gambling. On April 27, 2024, after experiencing significant losses, I requested to be excluded from the casino section, but they said it was not possible. I also asked for the implementation of deposit limits and small loss and bet limits to avoid further losses, but they claimed it was not possible.

The question at hand is : what protection or assistance does this site provide to prevent gambling addiction and avoid disasters ? Even the licensed authority GCB states in its conditions (Paragraph 8) that such tools must be provided. My life is over, and I write to you with tears in my eyes.

The site has caused me significant losses. I am seeking advice and assistance from you, the members of the site, on how to claim my rights.




licensed authority GCB Article 8 Player registration

1. A player must register for a player account and must log into the account before playing remote games of chance for money or money’s worth.

2. In case the licensee uses payment intermediaries for player transactions, the intermediaries must be registered, verified and all transactions must be recorded in an identifiable account. The GCB may ask for full disclosure of the agreement between the licensee and its intermediaries.

3. Players must be given the opportunity for self-exclusion for a minimum of six months and to indicate the limits of their gambling behavior in terms of:

a. the maximum amount of time per day, week or month a player can be allowed access to the player interface;

b. the maximum daily, weekly or monthly amounts of money to be deposited into the player account; and

c. the maximum daily, weekly or monthly amounts of money to spend through the player account.

Licensees must allow players to be able to set gross or net maximum amounts and must indicate how bonuses and free bets will be treated in calculating that sum.

 

[dunover]

complaint against Roording irresponsible gambling. On April 27, 2024, after experiencing significant losses, I requested to be excluded from the casino section, but they said it was not possible. I also asked for the implementation of deposit limits and small loss and bet limits to avoid further losses, but they claimed it was not possible.

The question at hand is : what protection or assistance does this site provide to prevent gambling addiction and avoid disasters ? Even the licensed authority GCB states in its conditions (Paragraph 8) that such tools must be provided. My life is over, and I write to you with tears in my eyes.

The site has caused me significant losses. I am seeking advice and assistance from you, the members of the site, on how to claim my rights.




licensed authority GCB Article 8 Player registration

1. A player must register for a player account and must log into the account before playing remote games of chance for money or money’s worth.

2. In case the licensee uses payment intermediaries for player transactions, the intermediaries must be registered, verified and all transactions must be recorded in an identifiable account. The GCB may ask for full disclosure of the agreement between the licensee and its intermediaries.

3. Players must be given the opportunity for self-exclusion for a minimum of six months and to indicate the limits of their gambling behavior in terms of:

a. the maximum amount of time per day, week or month a player can be allowed access to the player interface;

b. the maximum daily, weekly or monthly amounts of money to be deposited into the player account; and

c. the maximum daily, weekly or monthly amounts of money to spend through the player account.

Licensees must allow players to be able to set gross or net maximum amounts and must indicate how bonuses and free bets will be treated in calculating that sum.

Sadly Roobet's so-called license is worthless in terms of proper player protection, in fact it's known that these sites actually welcome problem gamblers as they know they'll not likley withdraw anything and play every penny they have. That's why they locate themselves outside any worthwhile jurisdiction, maximum profits for minimum cost and regulation.

You could complain to the Licensor but I'm afraid the chances of them actually helping you, when these casinos pay them money is next to zero.

 

[salondi]

Sadly Roobet's so-called license is worthless in terms of proper player protection, in fact it's known that these sites actually welcome problem gamblers as they know they'll not likley withdraw anything and play every penny they have. That's why they locate themselves outside any worthwhile jurisdiction, maximum profits for minimum cost and regulation.

You could complain to the Licensor but I'm afraid the chances of them actually helping you, when these casinos pay them money is next to zero.

Sir, this site has destroyed my life, and I can't find any help. The licensing authority says they are not accepting complaints at the moment, meaning those regulations are just words that are not enforced. Can a lawyer help me ?

 

[jasonuk]

When it comes to player protections, most operators will do the absolute bare minimum to comply with any rules in place - and that is equally true of poorly regulated jurisdictions like Curacao and better regulated jurisdictions like the UK.

In the first instance I would echo what dunover says above. Curacao has, on the whole, ignored player protections - and the worst operators have actively targeted problem gamblers knowing there is little to no recourse when things inevitably go south for the player.

While the new GCB regime is making the right noises for now, they are an unknown quantity and they have already heavily diluted their stance because of an exodus of operators to even weaker jurisdictions such as Costa Rica or Anjouan. So while the licensing conditions at

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states that, you still need a competent regulator willing to enforce it.


Saying that, I don't believe the GCB is applicable in this case - that license was issued in July 2024. This means Roobet would have still been under their 8048/JAZ sub-license at the time:

OGL/2024/687/0427 | Issued: July 31, 2024 - Expires: July 31, 2025 | Licensee: Raw Entertainment
B.V. | B2C | Company registration number: 157205 |

So when it comes to "your rights", I'm sorry to say you won't have many at this point - Curacao is notorious for lax AML and responsible gambling policies... so much so that the Netherlands had to step in before Curacao (the whole country) appeared on a money laundering watchlist.

So the options I can think of:

• If you deposited with bank transfer, debit card or credit card - talk to your bank now. Time is an important ally here, and being six months on your rights have already eroded considerably.
• You could contact the 8048/JAZ master license holder (details at Curaçao Master License 8048/JAZ (Antillephone N.V) ) but that really would be a shot in the dark, particularly as the license expires in five weeks (28th November 2024).

Beyond that, it's really tough to suggest anything - Curacao doesn't really subscribe to dispute resolution (ADR), which means the other remaining step is legal action which will be expensive and difficult to execute successfully (and also way beyond the scope of this forum).

These processes have been set up to provide minimal recourse when something goes wrong, and that's why rogue operators have been actively targeting problem gamblers...

 

[Reelsoffun]

I’m sorry to say I think your money has gone, a lawyer is not likely to help and will only add to more financial loss. As Jason says, contact your bank and at the very least ask them to block all future gambling transactions. Seek help and take up the casinos offer to totally block your account.

I understand you didn’t want to fully block your account, just the casino section but why just that? if your not in control enough to self control your limits then I really don’t think you should gamble at all, you have to take some responsibility for your own actions and not just rely on casinos to do it for you.

There are literally hundreds of casinos that will just take your money with little or no protection for you so it’s not going to end well if you don’t stop joining them.

Your life is not over, but you need to stop all your gambling activity full stop and get help to allow you to do that. Not sure what country you’re in but I’m sure there will be some help available if you look. Please get professional help asap.

 

[salondi]

Hello
A Roobet.com that seeks to maximize profit from addicted players.


Allow me to address your harsh response, which appears to align with the gambling site's side. I requested to be excluded from the casino section because it causes me significant losses, and I cannot control myself with casino games. I simply asked for exclusion. The site said it was not possible. Furthermore, to ensure my safety and continue responsible gaming, I requested deposit, betting, and loss limits, and they also said that was not possible.

The question is: what kind of gambling site poses such a huge risk to its players? I have contacted Attorney Roelof, who will pursue my case because this site must be held accountable and does not comply with the legal regulations in place.

 

[Reelsoffun]

The question is: what kind of gambling site poses such a huge risk to its players?

An unlicensed one.

I wish you all the luck in the world with your lawyer.

 

[Reelsoffun]

I requested to be excluded from the casino section because it causes me significant losses, and I cannot control myself with casino games.

But they offered to exclude you fully which you declined.

History tells us that if you cannot control yourself with casino games its only a matter of time before you lose control on other types of gambling, so better to totally exclude which they did offer you.

I stand by my suggestion that you should just stop gambling totally, I'm sorry that you feel that's me being harsh.

 

[jasonuk]

Hello
A Roobet.com that seeks to maximize profit from addicted players.

Yes, everyone is on the same page here. The high seas are full of operators who will happily fleece and/or actively target addicts.

Allow me to address your harsh response, which appears to align with the gambling site's side. I requested to be excluded from the casino section because it causes me significant losses, and I cannot control myself with casino games. I simply asked for exclusion. The site said it was not possible. Furthermore, to ensure my safety and continue responsible gaming, I requested deposit, betting, and loss limits, and they also said that was not possible.

The question is: what kind of gambling site poses such a huge risk to its players? I have contacted Attorney Roelof, who will pursue my case because this site must be held accountable and does not comply with the legal regulations in place.

I don't think it was a harsh response - the point being made is if you are having serious problems with one type of gambling product, it's likely you will have problems with other types too. We've seen stories of recovering addicts who picked up a video game to pass the time, and then got snagged by predatory microtransactions and lost thousands more.

The subsequent reply might be blunt, but it's completely accurate - the high seas has next to no regulation, and next to no accountability.

As mentioned above, please be aware of the different timelines here - your situation may not be under the CGB license and I'm not even sure what obligations an operator under a 8048/JAZ license would have had - there is lots of smoke and mirrors for a reason.

 

[salondi]

I communicated yesterday with a lawyer who confirmed that Curacao does not protect players unlike other countries. I don't understand why this is the case, but I will proceed with legal actions against Roobet.

 

[Reelsoffun]

I admire your persistence, but unless you have found a no win no fee type of lawyer to take this on you're most likely just going to rack up more in legal fees and be even more worse off.

Maybe you will succeed where others have not, but I do wish you all the best, and by all means keep us updated, good luck.

 

[L&L-Jan]

but I will proceed with legal actions against Roobet.

Just don't, waste of energy, time and affects you mentally most likely.
The best route is: Stop gambling, recover from losses and move on.

 

[jasonuk]

I communicated yesterday with a lawyer who confirmed that Curacao does not protect players unlike other countries. I don't understand why this is the case,

In short, because they don't have to deal with the problem. Curacao has - as far as I know - excluded their own citizens from playing at these casinos for years, which means when the shit hits the fan it'll be a "local" company versus a foreign citizen... and that significantly increases the difficulty for the foreign citizen.

The reason that other regulated jurisdictions have imposed the rules is because their citizens are affected, and gambling has always been a bit of a hot potato politically.

Regarding the email, I would disagree with the observation "In [stronger regulated] jurisdictions, you can easily recover your funds... without needing to resort to legal action". While you do have considerably more rights than you would on the high seas, with the volume of self-exclusion fraud in recent years the operators fought back and many consider it a violation of terms - so the starting point for negotiations then becomes zero, rather than your original deposits.

 

[conker]

I don't know if anyone has asked @salondi

Have you submitted a PAB?

The reason I say this is that Roobet is a little higher profile than many other Curacao licensed casinos and if they get a knock on their door from our team then they may just decide to answer it. I'm not trying to offer you false hope, I just know that many new casinos are trying to get a presence on this forum, so Roobet may feel it is in their interests to sort this out, rather than have it affect any future relationships they may be interested in.

I think there is a very small chance of success, but it has to be more than trying to get a lawyer involved. Give it some thought.

 

[salondi]

It has become clear that Roobet consistently disregards the laws and responsible gambling policies designed to protect players from the harms of gambling and to ensure a safe playing environment. While the platform is quick to shut down players’ accounts for minor or even trivial violations of its own rules, it entirely neglects its responsibilities to provide tools that protect players and help them manage their gambling experience.

It is disappointing to witness a global gambling site claiming to distribute $100,000 in weekly prizes, yet failing to invest even $10,000 in developing responsible gambling tools that would prevent players from falling into cycles of addiction and repeated losses. Basic tools such as deposit limits, spending controls, and the option to self-exclude from casino sections upon request are fundamental standards required by international laws and regulatory bodies like the GCB. However, Roobet deliberately overlooks these measures to continue exploiting players and generating massive profits at the expense of their psychological and social well-being.

In addition, Roobet is lying by claiming that I contacted them on 2024/09/16 to request these limits and that my account was banned after I informed them about my gambling addiction. In reality, they had already caused significant harm to my life and decided to ban me only when they realized they could no longer profit from me. The platform’s claims are false, and I have clear evidence of our communication: I reached out to them on 2024/04/27 to request support for responsible gambling, asking for exclusion from the casino section, daily deposit limits, loss limits, and smaller betting limits. They responded, apologizing that such features were unavailable.

I also requested to continue betting in the sports section only, as I have consistently limited myself to bets under $1,000 and have never exceeded that amount. This way, I would be able to ensure my safety. However, in the casino, I tend to chase my losses. For example, I started with a $120 bet and ended up losing around $13,000 due to continuous betting after losses and chasing them.

 

[jasonuk]

In the first instance, you are preaching to the converted - we've been saying this stuff for years. Roobet were one of the first to push the monopoly money narrative, dwarfed by Stake when they realised they could get bigger names to push the scam instead.

Basic tools such as deposit limits, spending controls, and the option to self-exclude from casino sections upon request are fundamental standards required by international laws and regulatory bodies like the GCB.

If that were true, then every country would have strong responsible gambling procedures - they don't because it isn't.

You are trying to hold them to a standard that didn't exist at the time, and may not exist now...

Even with the CGCB the jury is out - I suspect they'll continue to water down the proposals to stop the exodus to Costa Rica and Anjouan. As they are quickly discovering there is no unique appeal about their license, and doubly so when the competitors are saying they will turn a blind eye to everything.

In reality, they had already caused significant harm to my life and decided to ban me only when they realized they could no longer profit from me.

That's the harsh reality - people need to understand that criminal enterprises aren't here to make friends, they are here to steal your money as quickly as possible. The "front" of a casino is that they can look more legitimate, but the objective is still the same...