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Hello,

I was player at Roby casino until i asked for a permanent ban of my account due to gambling addiction, which was executed 08.08.2025.

My account was closed/banned until around May 2026, when i suddenly received emails from Roby again and was also able to log into the Roby account again and make deposits, without even asking for a re-opening of my account.

So i played at the casino and lost a sum of 1570 EUR in May at this casino.

After loosing the 1570 Euro in May, i confronted the casino with the re-opening of my account which is not at all compliant with responsible gambling.

The casino admitted their mistake and offered to pay a sum of 750 EUR, which was transferred to my bank account already.

Even so this sum of 750 was paid i am not satisfied with this outcome, as the casino is at fault at not keeping my account closed permanently.

Thus i demand Roby casino to pay the remaining 840 EUR of my losses.

Please help me with this case,

Thank you

Gandhi1988

Hello, I would like to reply to you, but I cannot see your reply.

The timer is just counting down until I'm supposed to reply, but I don't know what to answer.

Hallo, ich würde euch gerne antworten, aber ich kann eure Antwort nicht sehen.

Es läuft nur der Timer runter, dass ich antworten soll, ich weiß aber nicht, worauf

Important notice:

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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 gandhi1988,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roby Casino.

I would like to kindly ask you to clarify a few important details:

• Upon reopening your account, what is the total amount of your deposits?
• Were you able to log into the same account, or did you create a new account afterward?
• Did you receive any confirmation from Roby casino regarding the permanent ban of your account on 2025?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

What is the total amount of your deposits after your account has been reopened?

€1570

I had already been reimbursed €750, but €820 is still missing.

Were you able to log in with the same account, or did you create a new account afterwards?

The same account.

Have you received confirmation from Roby Casino regarding the permanent closure of your account in 2025?

Yes, I have

Wie hoch ist der Gesamtbetrag Ihrer Einzahlungen nach der Wiedereröffnung Ihres Kontos?

1570€

750€ hatte man mir schon erstattet, 820€ fehlen aber noch.

Konnten Sie sich mit demselben Konto anmelden oder haben Sie anschließend ein neues Konto erstellt?

Das selbe Konto.

Haben Sie vom Roby Casino eine Bestätigung bezüglich der dauerhaften Sperrung Ihres Kontos im Jahr 2025 erhalten?

Ja habe ich

To determine whether the account closure for gambling addiction was properly enforced in 2025, please forward the complete email threads of all your account closure requests, along with the casino's replies and confirmation of account closure. Please do not send screenshots, but the original, uncropped email messages instead. My email is jean.s@casino.guru.

Completed

Erledigt

When you say completed, do you mean you successfully received the remaining €820 refund? I would very much appreciate a confirmation before closing this complaint. Thank you in advance.

No, I mean I sent you the emails.

The casino is not responding to my emails and the €820 is still outstanding.

Nein, ich meine ich habe dir die Emails gesendet.

Das Casino antwortet auf meine emails nicht und die 820€ stehen noch aus.

Sorry, I did not receive your email regarding your correspondence with Roby Casino. Please send it so I can review if your account was permanently banned in 2025.

I just forwarded the two emails to you again.

Habe dir die beiden E-Mails eben noch einmal weitergeleitet

I always get an error message when I try to send emails to jean.s@casino.guru send.

Es kommt immer ein Fehlermeldung wenn ich die emails an jean.s@casino.guru sende.

I apologize. I do not know what the problem could be. I have received emails from you but they were not for Roby Casino.

If you have a gmail account, you can send emails through your gmail account. Alternatively, you can posts evidence here. Thank you for your cooperation.

I've forwarded it to you again and uploaded it here.

habe es dir nochmal weitergeleitet und hier hochgeladen

Dear gandhi1988,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya, (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear gandhi1988

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Roby Casino to join this discussion and provide their comments regarding the matter.

Dear Roby Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.