Roby Casino - Spillerens udbetalinger forsinket.

In January 2025, RobyCasino experienced significant winnings. Since then, partial payouts totaling approximately €45,000 have already been made.

The player account was already registered and verified. Withdrawals had been processed without problems in the past. Although there was a monthly withdrawal limit of approximately €7,000, these withdrawals were regular and straightforward.

On August 29th, I suddenly received an email from RobyCasino's VIP support (Alex) stating that additional documents were required (proof of a credit card and bank account). Since then, no withdrawals have been possible.

This email explicitly promised that payments would be processed after the documents were uploaded. A temporarily increased payment limit was also offered.

It should also be noted that the player account still displays a message indicating that no verification is currently required. In my view, this contradicts the fact that withdrawals have been impossible since August 29th and further documents have been requested.

Since the amount of money involved was substantial, a lawyer was retained. On September 18th, the lawyer contacted RobyCasino via email, submitted a power of attorney, and provided the requested documents for identity verification. In this context, information regarding the next steps and the payout of the funds was also requested.

On November 24, the lawyer contacted the compliance department again to clarify the status.

No substantive response has yet been received to this or to previous inquiries.

The player account still displays a message stating that every deposit amount must be fully wagered before withdrawals can be made, even though there are no outstanding bonus conditions and the balance was earned through regular play.

Additionally, it has been noticed that no emails have been received from RobyCasino since mid-September, and no SMS messages or bonus offers have been sent since the end of September, even though such messages were previously sent regularly. This is mentioned merely as a temporal observation.

It is also noteworthy that marketing messages are still being received from another casino belonging to the same operator group.

To date, there is no clear information about why the payment has not been made or what the current status is.

All requested documents were submitted, and cooperation was provided at all times.

I therefore request your support in order to achieve a transparent clarification of the facts and to enable the disbursement of the existing credit balance.

Im Jänner 2025 kam es bei RobyCasino zu größeren Gewinnen. In diesem Zusammenhang wurden seit Jänner auch bereits Teilbeträge ausgezahlt, insgesamt in einer Größenordnung von rund 45.000 €.

Das Spielerkonto war bereits registriert und verifiziert. In der Vergangenheit wurden Auszahlungen ohne Probleme durchgeführt. Zwar bestand ein monatliches Auszahlungslimit von etwa 7.000 €, diese Auszahlungen waren jedoch regelmäßig und problemlos möglich.

Am 29. August erhielt ich plötzlich eine E-Mail vom VIP-Support von RobyCasino (Alex), in der mitgeteilt wurde, dass noch zusätzliche Dokumente benötigt werden (Nachweis einer Kreditkarte und eines Bankkontos). Seit diesem Zeitpunkt sind keine Auszahlungen mehr möglich.

In dieser E-Mail wurde ausdrücklich zugesagt, dass nach dem Hochladen der Dokumente die Auszahlungen weiterbearbeitet werden. Zusätzlich wurde ein vorübergehend erhöhtes Auszahlungslimit angeboten.

Ergänzend ist anzumerken, dass im Spielerkonto weiterhin angezeigt wird, dass derzeit keine Verifizierung erforderlich sei. Dies steht aus meiner Sicht im Widerspruch dazu, dass Auszahlungen seit dem 29. August nicht möglich sind und weitere Unterlagen angefordert wurden.

Da es sich um einen hohen Betrag handelt, wurde ein Rechtsanwalt eingeschaltet. Am 18. September kontaktierte dieser RobyCasino per E-Mail, übermittelte eine Vollmacht und reichte die angeforderten Unterlagen zur Identitätsverifizierung ein. In diesem Zusammenhang wurde auch um Auskunft zum weiteren Vorgehen und zur Auszahlung des Guthabens gebeten.

Am 24. November kontaktierte der Rechtsanwalt erneut die Compliance-Abteilung, um den Status zu klären.

Auf diese sowie auf die vorherigen Anfragen erfolgte bislang keine inhaltliche Rückmeldung.

Im Spielerkonto erscheint weiterhin der Hinweis, dass für Abhebungen jeder Einzahlungsbetrag vollständig umgesetzt werden müsse, obwohl keine offenen Bonusbedingungen bestehen und das Guthaben regulär erspielt wurde.

Zusätzlich ist aufgefallen, dass seit Mitte September keine E-Mails mehr von RobyCasino eingehen und seit Ende September auch keine SMS- oder Bonusangebote mehr versendet werden, obwohl solche Nachrichten zuvor regelmäßig kamen. Dies wird lediglich als zeitliche Beobachtung erwähnt.

Bemerkenswert ist außerdem, dass von einem anderen Casino derselben Betreibergruppe weiterhin Marketing-Nachrichten eingehen.

Bis heute liegt keine klare Information darüber vor, aus welchem Grund die Auszahlung nicht erfolgt oder wie der aktuelle Status ist.

Alle angeforderten Unterlagen wurden eingereicht, und es wurde jederzeit kooperiert.

Ich bitte daher um Unterstützung, um eine transparente Klärung des Sachverhalts zu erreichen und die Auszahlung des vorhandenen Guthabens zu ermöglichen.

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 Marco_Paolo,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with RobyCasino.

In order to assist you better, I would like to clarify some aspects of your situation. Could you please provide answers to the following questions?

• What specific documents were requested by RobyCasino?
• Can you confirm whether the casino has acknowledged that all the additional required documents were provided and meet the acceptable format requirements?
• Have you received any confirmation from RobyCasino regarding the receipt of documents submitted by you or your lawyer?
• Can you confirm if any withdrawal requests were made after submitting the additional documents?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for your reply and for providing the previous details, Marco_Paolo.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petra,

I have just collected and sent the requested emails and documents via email.

Hallo Petra,

die angeforderten E-Mails und Unterlagen habe ich soeben gesammelt per E-Mail übermittelt.

Dear Marco Paolo

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 Matej ([email protected]). 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,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Marco_Paolo, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Roby Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being cancelled and provide some details as of what is happening? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear All,

Thank you for bringing this matter to our attention.

We would like to reassure you that we are currently looking into this case. We have requested a detailed update from our relevant department regarding the status of the player’s verification.

As soon as we receive the necessary clarification, we will provide a comprehensive response here. Thank you for your patience and understanding in the meantime.

Best regards,

Roby Casino Team

Dear Roby Casino, please let us know if you manage to find the above-mentioned e-mail, or if it needs to be re-sent.

Dear Marco_Paolo, in the meantime I would suggest checking the options of KYC verification within your player 's account. If it's still unavailable, we'll just wait for the response from the casino about further steps.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have found alternative way how to contact the casino representatives. In hopes of getting a response and option to mediate this case, I will prolong the timer until Monday 26th January, before closing it as unresolved. Thank you for your understanding.

Dear Casinoguru,

We would like to request an extension regarding this case.

Due to the complex nature of the matter, a more detailed internal investigation is required.

We appreciate your patience and understanding.

Best regards,

Roby Casino Team

Dear Roby Casino Team, it has been already over two weeks, and I am unable to keep extending the timer indefinitely. I can extend the window up to the Friday 30th January, afterwards I will have to close the case as unresolved - unless at least some statement and/or evidence is presented form your end. Thank you for your understanding.

Dear All,

Thank you for your patience and for extending the timeframe for us to address this matter.

We would like to inform you that our relevant department has already contacted the player via email, requesting the following documents to proceed with the verification process:

*Proof of Address (e.g., a recent utility bill).

*Identity Selfie (A photo of the player holding their ID with our website visible in the background).

*Bank statement for January 2025, showing Apple Pay deposits.

*Copy of the credit card (front and back) used for transactions.

*Onfido Verification (A specific link has been provided to the player to complete this check).

We kindly ask the player to provide these documents and complete the Onfido check as soon as possible so we can move forward with the case.

Best regards,

Roby Casino Team

Dear Roby Casino, thank you for the response.

Dear Marco_Paolo, for the sake of speedier resolution of this issue, could you please oblige the casino and provide the requested documents? Afterwards, please drop me a line here to let me know once everything has been sent. Thank you for your understanding.

Hello, the requested documents have been submitted in full.

Hallo, die angeforderten Dokumente wurden vollständig eingereicht.

Awesome news, Marco_Paolo, thank you very much! :)

Dear Roby Casino, can you please confirm you have all the necessary information from the player, and let us know approximately how long will the KYC process take? Thank you.

Dear All,

Thank you for your patience and for following up on this case.

We would like to assure you that the verification process is currently being handled with the highest priority. Given the specific nature of this case, our relevant department is conducting a thorough review of all the details.

We are closely monitoring the progress and are in constant communication with the team to expedite the process. As soon as there is any update, we will notify you immediately.

Thank you for your continued understanding and patience.

Best regards,

Roby Casino Team