Roby Casino - 決済が遅延しているとのクレームがあります。

On August 27, I requested a withdrawal of €5,000 from my Robycasino account. I had met all the requirements (ID verification, bonus conditions if applicable, etc.). However, the payment was withheld without valid justification, despite several attempts to contact support.

After more than a week without a resolution, and unable to withdraw my legitimately won money, I ended up gambling away some or all of my balance, frustrated by the lack of response. I believe Robycasino acted negligently by not processing the withdrawal within a reasonable timeframe, exposing me to the loss of funds that should have been paid.

I request compensation or a partial refund of the original amount, and I warn other players about these practices. I have screenshots and proof of everything I've said.

El día 27 agosto, solicité retirar 5.000 € de mi cuenta en Robycasino. Había cumplido con todos los requisitos (verificación de identidad, condiciones de bono si aplicaban, etc.). Sin embargo, el pago fue retenido sin justificación válida, a pesar de varios intentos de contactar al soporte.

Tras más de una semana sin resolución, y ante la imposibilidad de retirar el dinero ganado legítimamente, terminé jugando parte o todo del saldo, frustrado por la falta de respuesta. Considero que Robycasino actuó de forma negligente, al no procesar el retiro en un tiempo razonable y exponerme a la pérdida de fondos que deberían haber sido pagados.

Solicito una compensación o el reembolso parcial del importe original, y advierto a otros jugadores sobre estas prácticas. Tengo capturas de pantalla y pruebas de todo lo indicado.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player, just to make sure I fully understand your current situation – could you please confirm whether you still have any funds remaining in your casino account that you would like to withdraw?

I've been sending withdrawals for several days now, but they're not accepting them and they're canceling them. This is the second time. Out of the €5,000, I only have €800 left. It's frustrating that you can put €1,000 in an instant to deposit, but to get paid, it takes so long and has so many obstacles. I'm very dissatisfied with this platform. I understand that they do this to wear people down and end up draining their balance. Let's see if I can collect the €800 now and ask them to delete my account. Is there any way to request part or all of the balance spent, already deposited or earned?

Llevo ya varios días emitiendo los cobros, pero no me los aceptan y me los cancelan, ya van 2 veces, de los 5mil euros, solo me quedan 800euros, es frustrante que para depositar puedes en un momento poner 1mil euros pero para cobrar tanta demora y tantas trabas, estoy muy insatisfecho con dicha plataforma, entiendo que lo hacen para acabar con la paciencia de la gente y que acaben fundiendo el saldo, a ver si cobro ya los 800€ y pediré que me eliminen la cuenta. No hay ninguna forma de poder pedir parte o íntegramente el saldo gastado, ya ingresado o ganado?

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hello good,

I haven't made any withdrawals, only deposits, about 3 million euros this year. They tell me verification isn't necessary when I try to provide data. Everything was accumulated without bonuses.

Communication was through support and phone calls.

Buenas,

No he hecho ningún retiro, solo ingresos, unos 3 mio euros este año, la verificación me dicen que no es necesaria cuando intento aportar datos, todo fue acumulado sin bonos.

La comunicación fue mediante soporte y llamada telefónica..

Dear player, have you already been able to request a withdrawal of the remaining €800, or is the system not allowing you to submit the request?

If the request was submitted, what is the current status?

Has the casino provided any reason for canceling your previous withdrawal attempts?

Are you using the same payment method for withdrawals as you used for your deposits?

Good morning,

After 4 or 5 withdrawal cancellations, I decided to spend the balance to proceed to block the account with that Mireya platform.

The request was allowed to be made, but after 3 or 4 days, they would cancel it without any explanation.

always use the same method.

I would like to be able to do something about the injustices committed by certain betting houses. I don't think it's legal or moral that they end up extorting you so you end up spending your balance without being able to collect any winnings.

Buenos días,

después de 4 o 5 cancelaciones de los retiros, decidí gastar el saldo para proceder a bloquear la cuenta con esa Mireya de plataforma.

la solicitud si me dejaba hacerla, pero después de 3 4 días, las cancelaban sin dar ninguna explicación.

siempre use el mismo método.

me gustaría poder hacer algo debido a las injusticias que cometen depende que casas de apuestas, no me parece ni lícito ni moral, que acaben extorsionando para que acabes gastando el saldo sin poder cobrar ganancias.

The issue is still pending, any clarification?

Sigue el tema pendiente, alguna aclaración?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Roby Casino representative to join this conversation.

Dear Roby Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Perfect, I'm waiting for a response to see how this topic ends. Honestly, I'm quite upset about how you're all abusing it.

Perfecto, espero respuesta para ver cómo acaba este tema, la verdad que me tiene bastante disgustado de cómo abusáis.

Dear all,

Thank you for inviting us to this conversation.

We would like to inform you that after checking the player's account we want to clarify that the withdrawals were being cancelled by the payments provider the player was using and by the player themselves.

We hope this clarifies the matter for you.

Best regards,

Roby Casino Team

The answer is no good to me, why didn't support tell me that?

As for my provider blocking my charges, I doubt it.

No me sirve la respuesta, porque no me dijo eso soporte?

en cuanto que mi proveedor me bloque los cobros, lo dudo.

Dear player,

Would you be able to request a withdrawal in a different payment method?

No, there is no more available balance, after almost 2 weeks of trying to collect, I spent it.

No, ya no hay saldo disponible, después de casi 2 semanas de estar intentando cobrar, lo gasté.

Thank you for your reply.

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Mirka

Casino.Guru