Robet247 Casino - O pedido de autoexclusão do jogador não foi atendido.

I have repeatedly tried to block myself from this bookmaker due to gambling problems.

The quoted amount refers solely to the deposits since 2022 that I can see, but I had tried to block myself several times before then and have been registered there for a longer period, so the amount will far exceed 5000€ (a request for information is also ignored).

Currently, I have once again requested a block - for all products of this casino group - and there has been no response. I am still able to log in.

Ich habe mich bei diesem Buchmacher aufgrund von Spielproblemen schon mehrfach versucht sperren zu lassen.

Der angegebene Wert bezieht sich ausschließlich auf die Einzahlungen seit 2022 die ich einsehen kann, ich hatte mich jedoch auch davor schon mehrfach versucht sperren zu lassen und bin dort schon länger angemeldet, der Betrag wird also 5000€ weit übersteigen (eine Auskunftsanfrage wird auch ignoriert).

Aktuell habe ich wieder eine Sperrung beantragt - übrigens auch für alle Produkte dieser Casino-Gruppe - und es wird nicht reagiert. Ich kann mich immer noch einloggen.

Dear chacoeur, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Dear Casino Guru team,

The player never contacted us to request a self-exclusion. In order for us to process their request, they need to contact us via email at customercare@robet247.com.

Kind regards,

Robet247 Casino

Ok wow, that’s pretty bold!

I was assured of this both in chat and by email.

The email address support@robet247.com does not belong to you?

Even if the request should have been sent to a different email, I didn't even get a REPLY to my message to support.

I will contact the responsible supervisory authority with this answer.

PS: As you write this my account is STILL OPEN!!!

PPS: With the requested information under GDPR, things will become clearer, especially with regard to correspondence. I'm excited!

Ok wow, das ist ja mal dreist!

Mir wurde es sowohl im Chat zugesichert als auch per Mail.

Die Mailadresse support@robet247.com gehört Ihnen nicht?

Selbst wenn die Anfrage an eine andere Mail sollte, ich habe auf meine Nachricht an den Support nicht mal eine ANTWORT bekommen.

Ich Schalte mit der Antwort hier die zuständige Aufsichtsbehörde ein.

PS: Während sie hier schreiben ist mein Account IMMER NOCH OFFEN!!!

PPS: Mit der beantragten Auskunft nach DSGVO wird die Sache dann ja klarer, speziell was die Korrespondenz angeht. Ich bin gespannt!

So this is the info on your Website. Where it is stated that i have to send it to customercare@robet247.com?

Especially if i can Text support@robet247.com all day everyday you say and i get no answer from there?

You are in trouble man...

And just to be complete, I'm permanently banned from 1bet, which is also owned by Bellona NV. It obviously worked there. Same username and everything.

Quite strange.

I will also ask them about the GDPR. It will probably be about a lot more than the €2000.

edit: I see I applied for the GDPR there and also at 1bet. After requesting documents (verification) from 1bet, I haven't heard anything for over a month and Robet247 sent me an encrypted file but they didn't send me the password. 😉

Und zur Vollständigkeit, bei 1bet bin ich permanent gesperrt, welches auch von Bellona NV ist. Dort hat es offensichtlich geklappt. Selber Username und alles.

Schon komisch.

Ich werde dort auch die DSGVO anfragen. Es geht vermutlich um viel mehr als die 2000€.

edit: ich sehe ich habe die DSGVO dort und auch bei 1bet beantragt. Bei 1bet nach Forderung von Unterlagen (Verifikation) nichts mehr gehört über einen Monat und Robet247 hat mir eine verschlüsselte Datei geschickt aber das Passwort haben sie mir nicht mitgeschickt. 😉

I have surprising news!

My account is still open! 😅

I will not play their game and customercare@robet247.com write because this is not stated anywhere on the website and support@robet247.com There is an official email to which I have written my request several times.

But it turns out a Curacao license is not worth the paper it is written on.

Ich habe eine überraschende Nachricht!

Meine Account ist immer noch auf! 😅

Ich werde ihr Spiel nicht spielen und auf customercare@robet247.com schreiben da dies nirgendwo auf der Website angegeben ist und support@robet247.com eine offizielle Email ist an die ich meinen Wunsch mehrfach geschrieben habe.

Aber es zeigt sich eine Curacao-Lizenz ist nicht das Papier wert auf dem sie geschrieben ist.

Dear Robet247 Casino representative,

Thank you very much for getting in touch with us and providing more information about this case.

Dear chacoeur,

I have checked the Terms and Conditions of Robet247 Casino and this is what I found regarding self-exclusion:

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from robet247.com, he/she needs to contact us on the following email address: customercare@robet247.com.

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

I have received the emails you sent. However, you mentioned that you do not have records of your previous self-exclusion requests to the casino. Unfortunately, having evidence of your request for self-exclusion due to gambling problems is essential for us to proceed with the investigation and request a refund of your lost deposits. Without such evidence, we cannot address the issue with the casino.

Additionally, please note that the casino operates under an Antillephone license. According to this regulator, it is not mandatory for casinos owned by the same company to self-exclude a customer from all their brands if the customer decides to self-exclude from one casino.

If there is any other information you can provide, please let me know. Otherwise, I will be forced to close this complaint due to insufficient evidence. Thank you for your understanding.

Yes, i absolutely got it.

Yes, i don't have that mails i sent them maybe 5-6 years ago - that's why i asked for all my datas regarding the DSGVO, especially the correspondance. They sent me a data where only my name and date of birth are included.

So why they don't share that with me if all i tell is a lie?

And i see you know much about gambling addiction. This Casino has a official support-mail (support@robet247.com) and when a gambler within a "run" needs help you ask him to do multiple researches instead of just contact the support? I told you they never responded me when i wrote the support, right`? Did they tell you something else? If not, you find this behaviour unproblematic? That the support not told me "write to customercare? You think to ignore the gambler with this wish i adequat?

I guess my post will not be published as it is too obvious for who your loyalty is reserved for.

Even if i can't proof my case (because they deny me the DSGVO) the behaviour of the casino should alarm you (ignore, intransparence regarding communication) anyway. But of course just if you care about players and not only about casinos 😀

So this casino now has 3 Mails of me to, yes, "only" the support@robet247.com adress and they talk with you about this case...you think my account is still open? Make a guess 😀

Hope they pay you well!

I agree that it would be ideal if the customer support guided you and explained to you which address you should write your self-exclusion request to and which information you should include. However, you have not sent us even the evidence of you contacting support via support@robet247.com

When applying for the self-exclusion, always 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 valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

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 materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

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."

If your account is still open, please send the form that I posted here to the correct email address suggested by the casino (customercare@robet247.com) and add me in the CC.

Thank you.

Hello Veronika,

As I see, I actually forgot to attach the screenshots to the email.

However, to conclude from this that I would not provide any evidence is actually the same approach as Robet247. Instead of suggesting that I am making unproven claims, you could have simply written to me that you did not receive any screenshots.

However, I will not put you in the CC and you are welcome to close the complaint.

The "instructions" for self-exclusion are a joke and everyone who runs such a site should know that and therefore should also know something about addiction.

If I, as a gambling addict, manage to tell one (and other) casinos to please close my account, then it should be clear that this wish will be respected.

If you think the support of support@robet247.com can ignore me, then please write it exactly like that. Then other users will know what standards you set for casinos in terms of responsible gambling.

By the way, my account is still open - I wrote to the customer care address yesterday.

But everyone who reads this can form their own opinion: The casino receives three emails from me in which I request an exclusion, then this casino responds here too and yet my account is not blocked.

You find all of this correct and I take note of that.

You know, I come from Germany and am used to bureaucracy, but the fact that you follow the casino's flimsy explanation (users have to write to this email, other emails end up in the trash) is really frightening.

As I said, even if the email support@robet247.com is not the right one, she still didn't answer me and didn't refer me to someone else. Any child aged 3 and above would know what's going on here.

PS: I can still send you the emails and screenshots with the requests to the address.

Hallo Veronika,

wie ich sehe habe ich die Screenshots als Anhang in der Mail tatsächlich an sie vergessen anzuhängen.

Daraus allerdings zu schließen ich würde keine Beweise vorlegen ist ja eigentlich dasselbe Vorgehen wie von Robet247. Sie hätten mir, statt hier zu suggerieren ich blase unbewiesene Behauptungen raus, auch einfach schreiben können dass sie keine Screenshots erhalten haben.

Ich werde Sie allerdings nicht in das CC setzen und Sie können die Beschwerde auch gerne schliessen.

Die "Anleitung" für den Selbstausschluss ist ein Witz und das sollte auch jeder wissen der eine solche Seite betreibt und daher auch etwas zum Thema Sucht wissen sollte.

Wenn ich es als Spielsüchtiger schon schaffe einem (und anderen) Casino mitzuteilen doch bitte meinen Account zu schliessen, dann sollte es doch klar sein dass dieser Wunsch respektiert wird.

Wenn Sie der Meinung sind der Support von support@robet247.com darf mich ignorieren dann schreiben sie es doch bitte ganz konkret so. Dann wissen andere User welchen Standard Sie an Casinos bezüglich Responsible Gambling legen.

Im Übrigen ist mein Account noch auf - ich habe gestern an die customercare-Adresse geschrieben.

Aber jeder hier der das liest kann sich ja selbst ein Bild machen: Das Casino kriegt 3 Emails von mir in denen ich einen Ausschluss beantrage, dann antwortet dieses Casino ja auch hier und trotzdem wird mein Account nicht gesperrt.

Das alles finden Sie korrekt und das nehme ich zur Kenntnis.

Wissen Sie, ich komme ja aus Deutschland und bin Bürokratie daher gewöhnt, aber dass Sie der fadenscheinigen Erklärung des Casinos folgen (User muss es an diese Email schreiben, andere Mails landen im Papierkorb) ist wirklich erschreckend.

Wie gesagt, selbst wenn die email support@robet247.com nicht die Richtige ist, so hat sie mir dennoch nicht geantwortet und mich nicht weiterverwiesen. Jedem Kind ab 3 Jahren wäre klar was hier läuft.

PS: Ich kann Ihnen die Mails und Screenshots mit den Bitten an die Adresse gerne noch schicken.

Dear chacoeur,

Thank you for your email. Unfortunately, we are unable to handle complaints related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead of contacting Casino.Guru. While we always strive to assist players who have been affected by unfair casino practices, GDPR laws are beyond our area of expertise. 

I apologize, but our policies clearly state that the player must provide evidence of their self-exclusion request. This is the only way we can ask the casino for refunds if the self-exclusion failed.

The casino asked you in this thread to send an email with your self-exclusion request to the address customercare@robet247.com. You mentioned in your last comment that you have done so. Could you please forward me this account closure request? Is your account now blocked?

Thank you Veronika but you can close the case.

Since you continue to justify the casino's behavior of ignoring me on a channel (and I have already sent you the screenshots), I cannot expect any help from you.

Danke Veronika aber Sie können den Fall schliessen.

Da Sie nach wie vor (und ich habe Ihnen die Screenshots mittlerweile ja gesendet) das Verhalten des Casinos mich auf einem Kanal zu ignorieren rechtfertigen habe ich von Ihnen keine Hilfe zu erwarten.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.