Quote from: holydarkness on Today at 07:34:29 PM

Quote from: hatchkler on Today at 01:23:43 PM

I have asked them few times onsite try support ticket and begged them to close my account forever they didnt wanted to do as reason we cant close your account please contact us on email
After that i have contacted email and told them i want the ban to be forever pernament without any options for unban

Yes, unless under a very special situation, mostly, live support does not have power to grant self-exclusion, there is a procedure and protocol that needed to be done to apply for self-exclusion. This applies to many casinos, not just roobet.

The reason, I assume, is because for an exclusion to lock-in, they will need details that may only be asked by and provided to certain team on the casino, a completely different division than live support. I hope that helps why the live support keep saying they can't help you and redirect you to the self-exclusion procedure.

Quote from: hatchkler on Today at 01:23:43 PM

Also the unban happened 7 days later after i previosly asked for it most casinos do not even allow u to answer those kind of questions if 6+ months didnt passed

I might be wrong, but that's very likely because you asked for a ban, of which they translates as a break. The circumstances surrounding it has been explained in my previous post. If you wrote that you asked for exclusion or in any part of your email body said that you have problem with gambling, their responsible gambling act will kick in and you'll get exclusion instead.

I think this part is clear, not sure why you keep repeating the same question as it's not explained in abundance.

Quote from: hatchkler on Today at 01:23:43 PM

Here is screenshots of the second please keep in mind this unban request was AFTER i have previosly got banned on the second and third for gambling addiction and the casino guru complaint was still ongoin
https://imgur.com/18ywtWn https://imgur.com/t5FdH1V This unban request was just pure curiosity will they still unban it after all of this? yes they did and i have said it on casino guru complaint and they again locked it later

And you lied? Again?

Curiosity or not, you lied about your gambling addiction. And if we take your words that you want to merely test what'll happen instead of deliberately deceiving them, why do you play with your first account instead of asking it to be closed right after you regained access?

Quote from: hatchkler on Today at 01:23:43 PM

Well i didnt know which words i shoud use back then but does it really matter if i have said exclude or perma ban me? 7 of their agents have said it doesnt matter if u said to us you are gambling addicted or just asked us for pernament ban not mentioning anyting other we still consider this as self exclude and if u opened any other account during your first account is banned the second would be banned also until u clear the ban on the first

Nope there was not any funds left just some bonuses of like 40-50$

Next, about this one. This is me completely guessing and I might be wrong. But I think, what happened here:

They need certain details for a self-exclusion to lock in, like IP, device fingerprints, govt. ID provided during KYC, and other things that ties username to a person. Your first account was not marked as a problematic gambler. You asked for a ban and you lied during assessment that lead them to believe you're ok. And then it went inactive as you use your second account on later days.

With second account, you wrote a statement that triggers their responsible gambling act and prompt them to exclude you, armed with the data they have in your second account to put "face" into [user]name. Still, your first account went under the radar as it was dormant and they couldn't tie those "face" into the first username.

It's only after a brief moment of it being reactivated and their algorithm detect multi-acc that they tied the first account to the second, thus banning it in less than five days.

I hope that clarifies enough, and with your third account being refunded, is there other issue you'd like to escalate or discuss? If not, I'll begin to try to reach Roobet and appeal to them to refund what's left on your second account, suppose bonus is considered as a payable, as it is [by current narrative] rightfully yours.

Thank you for your time spend
On all of the accounts i have used my real ip adress the same on Same pc same SSD
All accounts are under my kyc details everyting is same i have shared pictures to casino guru i dont want to post them here also as my real name is shown phone number and etc
The account didnt went inactive it went banned again and during the whole time that account was banned (the first one ) i managed to get it unbanned just for curiosity and to record all of my deposits and bets
All of my progress on the account was deleted all of my bets and etc
After i recorded everyting i reported it to casino guru and i got it banned again

Nope they have knew it was me stated in their casino guru complaint and reason for it not being banned and given unban once again after i even asked for gambling ban on the second they told me because of human error we didnt ban the third one and let this one opened the first

Also the third account is still not refunded im waiting for an email from them they told me i would need to sign some documents idk which ones and whats in them il decide after i get it will i sign them
No need to contact Roobet for the bonuses as they are small and the effors u will put to just get in contact doesnt worth just for 20-30-40$ idk how much would be the bonus be if any they give

All i want is refund of the second and third thats it because on the second account the loss is 10k$+

Every single agent that i have asked from Roobet said the same that i should have gotten bannend on the second account and when i explain to them further they send me to cs@roobet.com this email i write them and explain they re direct me to other one and i never recive reply from it its been 2 months