Complaint #10 Roby Casino

Failure to Close My Account Permanently due to gambling problem

By flitz

1 year ago

Message on forum

My complaint regards Roby Casino’s failure to adhere to responsible gambling guidelines and its own terms and conditions regarding self-exclusion (copies of which I have attached below).

I received an email at the end of January to say that my account had been reopened, even though I had explicitly said last year that I wanted to close it permanently due to the severity of my gambling addiction. In addition, new emails came every day with various offers and promotions. As per the terms and conditions on Roby Casino’s website (attached as screenshots below), I have sent emails requesting self exclusion again to support@robycasino.com (10/02/25 and 05/03/25) and separately to complaints@robycasino.com (5/02/25 and 19/03/25). I have attached translated copies of these emails. I received no answers to the February emails despite the severity of my addiction and my plea to block my account. I even asked in the casino's support chat multiple times to be banned, but was told I could only do so by contacting the email address. How is someone expected to be able to close their account if no one answers the emails?

Instead of understanding the seriousness of the situation, Roby Casino actually sent me more free bet offers so that I would continue to play in the casino (one is copied below). I have finally (months later) received an answer to my March email, asking me to confirm to close my account to which I have answered yes.

However, this lack of attention to implementing safe gambling practices and protecting players is something I wish to complain about. From the casino, I expect adequate compensation for this period, as I believe they have not fulfilled their responsible gaming obligations.

I hope we can resolve this matter and that the casino improves its policies and dealings with this matter for the sake of others.

Disputed Casino Roby Casino

Reason Other

Amount €1500

Discussion

AskGamblers

• Support Team

9 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

flitz

• Germany

9 months ago

Thank you, I can confirm the funds have been received. Thank you for your help in this matter - I now consider this dispute resolved.

Roby Casino

• Representative

9 months ago

Dear flitz,

Thank you for providing your bank details.

Please be advised that the refund transaction has been successfully processed on our end.
However, kindly note that depending on your bank’s processing times, it may take several business days for the funds to appear in your account.

Additionally, we would be grateful if you could inform us once the funds have been received.

We appreciate your patience and understanding.
Should you have any further questions, please do not hesitate to contact us.

Thank you,
RobyCasino Team

AskGamblers

• Support Team

9 months ago

Dear @flitz,

Kindly note that we have removed your personal data from your last post and already sent it to the casino in private message.

Please avoid posting personal information.

Roby Casino Complaint Stats

Resolved 16 / 16

Avg. Amount $1,721

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Roby Casino Complaints

See all complaints for this casino

Withdrawals late since May 27th

Won 6000€ in the casino.

Tried to make a withdrawal on 27.5 and it's still in progress

The casino only allows three withdrawals of 500€ each.

Earlier had the same issue. Waited over 2 weeks and still in progress.

Every day asking customer service when they approve withdrawals.

I have made KYC, and everything is right In My account.

83h left

€6,000

Account reactivated and promotions sent after official permanent closure confirmation

Dear AskGamblers Complaint Team,

On 17.4.2026 I asked Roby Casino to permanently close my account for responsible gambling reasons.

On 20 April 2026 they sent me an official confirmation (Request #48207531) stating that:

• My account has been closed as per my request.

• All access to games, promotions, and banking has been deactivated.

• All marketing and promotional communications have been stopped immediately.

Despite this written confirmation, I continued to receive promotional emails and my account was reactivated without my consent. I was able to log in and play, resulting in substantial losses after the closure date.

I have attached:
• Their closure confirmation email from 20 April 2026
• Screenshots of promotional emails received afterward

My demands:
• Full refund of all net losses/deposits made after 20 April 2026

• Permanent and irreversible account closure

I have already contacted Roby Casino support twice with no proper resolution.

Thank you for your help.

Resolved

€1,020

Not paying at all

Hello,

I'm asking for help from AskGamblers to contact Roby Casino.

I've managed to win some and have now around 10 000€ stuck in there. I made my first withdrawal request on 21/03 and haven't received any. There are now 3x800€ withdrawals pending.

I've played casino and sports, not used any bonuses, and they don't require KYC.

These are my first withdrawals here. Looks like they are not paying at all.

Resolved

€10,000

Payments delayed

I am filing this formal complaint against RobyCasino for stalling my payments totaling 53,909 CZK.

I have a fully verified account.

My first withdrawal request (Transaction ID: 7fc08a6f-16e4-40c9-837a-f10c265307ad) was made on March 20th.

According to the casino's terms, withdrawals should be processed within 3 business days.

Today is March 26th (6 calendar days later), and it is still "Under Review."Three pending withdrawals totaling 31,920 CZK. A remaining balance of 21,989 CZK that I cannot withdraw due to the daily limit of 3 active requests.

I have contacted Live Support daily (agents Susanne, Hue, Sanji, Jenna). Every time, I am given identical templates about "escalations" and "fast financial software," but no progress has been made.

It is clear that the casino is intentionally delaying the payment of my winnings.

I have screenshots of all transactions and chat logs as proof.

Resolved

Kč53,909

Account closed and can not withdraw remaining funds

Hello,

My account was shut down, and I am unable to log in and take the remaining funds out.

I emailed Roby Casino asking what would happen to the remaining funds in the account, and I did not receive a response.

There was $1230 in the account at the time it was closed, and I am just hoping to receive my funds.

Resolved

$1,230

Delayed crypto withdrawal

Hi, I made a withdrawal via crypto wallet five days ago. I was told by support that it would take 1-3 days as it’s their standard. Now that it has been over the 3 business days, they are telling me that it takes 3-5 days! Also, I have contacted finance team and they first told me its all being processed fine but now today that its been way over their 3 business days that they were telling me about, they emailed me and told me that there’s a delay because of my “payment providers side”. I’m not withdrawing to a bank, I have submitted withdrawal via crypto wallet! On their website it states that their withdrawal is 1/3 days, as well as e wallet and crypto wallet withdrawals are “lightning fast”, that’s what they state on their website exactly! Also when I recieved the email from their finance team, they told me there has been a delay because of my payment provider BUT when I look at the withdrawal, it’s still sitting on the initial stage of “under review” which has been the same since the second I made the withdrawal, so it hasn’t even been processed or approved from their side so how are they telling me the delay is from my “payment providers side”? I have attached screenshots. Please help

Resolved

$405

Withdrawal delays Request for assistance

Dear askgamblers

I am reaching out to express my concern regarding two pending withdrawals of €500 each, requested on July 6th and 7th. It has now been nearly a month, and the issue remains unresolved.

Initially, I was informed of a delay in the processing of withdrawals, which I understood and accepted. I waited patiently. However, after three weeks, I was asked to provide verification documents, which I promptly submitted. My account now appears to be verified, yet I have still not received my funds.

Despite following up daily, I continue to receive vague responses with no clear resolution. This ongoing delay is both worrying and unacceptable. Timely access to one’s winnings is a fundamental expectation, and I believe I have been more than patient.

I kindly ask that this matter be escalated and resolved without further delay.

Sincerely,

Resolved

€500

Been waiting more than 3 weeks for withdrawals to go through

Hello,

I've been waiting for my withdrawal to go through since 4 July.

3 withdrawals, each being 5000 NOK.

When I ask the website why the a long wait, they say it's the workload and that my complaint has been sent to the finance department.

They can not give me a timeframe on how long I have to wait.

I have screenshots of the withdrawals and a screenshot of the last conversation I had with the casino.

Resolved

kr15,000

Withdraw in processing state for over 15 days

Made an withdraw request on 27/6/2025 22:19 for 375€. It still shows as processing and i haven't received any emails regarding it. Live support hasn't been able to do anything besides say sorry and that they will forward the information to the finance department. Verification tab says that i don't need to do any additional verification.

Resolved

€375

500 EUR Delay withdraw

After making several deposits, I won. However, I could only withdraw 500 euros per day from my 1,000 euros balance. The first withdrawal was posted after 4 days, but the second withdrawal has been pending since May 28, 2025. I write to support and live chat every day, but I'm always put off. Nobody wants to help me..

Resolved

€500