Failure to Close My Account Permanently due to gambling problem

Deposited $2120 over 4 transactions in 1 night (24th July) and won ~ 200k.

Limited to a 1k NZD withdrawal a day.

All documents provided, yet told I must deposit a sum which they would not disclose until I reach the next "level" and my withdrawal limit increases, yet again not saying what the new withdrawal limit is.

Requested transcript of chat, yet did not receive.

The withdrawal limit shown when selecting withdrawal shows $9800, absolutely misleading.

I would be somewhat frustrated but understand $9,800 a day, but no, it's $1000.

1 week later, and my withdrawal is still under review.

I truly believe this company does not pay out.

This complaint concerns Roby Casino's repeated failure to uphold its responsible gambling obligations and its own commitment to permanently self-exclude my account.

This is unfortunately not the first time I have had to raise this issue.

Approximately one year ago, I submitted a complaint on AskGamblers after Roby Casino reopened my account despite my previous request for permanent closure due to my gambling addiction. At that time, I had repeatedly contacted the casino by email and live chat requesting permanent self-exclusion, but my requests were ignored for an extended period. During that period, I also continued receiving promotional emails encouraging me to gamble.

Following that complaint, a representative of Roby Casino publicly responded on AskGamblers and acknowledged the issue. They apologized for the delay and explicitly stated:

"Rest assured that your account has been permanently closed without the possibility to be reopened."

As a gesture of goodwill, the casino also refunded €1,500, which I accepted, and the complaint was marked as resolved. Based on their written confirmation, I believed the matter had been permanently settled. Unfortunately, this assurance proved to be false.

Beginning in May 2026, I started receiving promotional emails from Roby Casino again, including VIP offers encouraging me to deposit and play. Despite the casino's previous written confirmation that my account had been permanently closed without the possibility of being reopened, I later discovered that I was once again able to access the account and gamble. As someone who has repeatedly informed Roby Casino that I suffer from a serious gambling addiction and who specifically requested permanent self-exclusion on multiple occasions, this represents a serious failure of the casino's responsible gambling obligations.

I have spent considerable time trying to build a gambling-free life. Receiving repeated promotional emails from a casino that had expressly confirmed my permanent exclusion was extremely distressing and ultimately resulted in me gambling again and suffering substantial financial losses.

To make matters worse, I was not simply receiving generic marketing emails. I was also receiving VIP promotions encouraging me to play even more, despite the casino having full knowledge of my previous self-exclusion requests and gambling addiction.

After discovering that my account had been reopened, I again contacted Roby Casino support by email, asking why this had happened and requesting that my account be permanently closed once more. Despite multiple attempts, I have not received a satisfactory resolution.

I believe Roby Casino has once again failed to comply with basic responsible gambling standards. More importantly, it has failed to honour its own explicit written commitment that my account had been "permanently closed without the possibility to be reopened."

Evidence attached

* Screenshot of Roby Casino's public AskGamblers response confirming: "Rest assured that your account has been permanently closed without the possibility to be reopened."

* Account closure confirmation email dated 14 March 2025.

* Selection of VIP and promotional emails received during 2026 after my supposed permanent exclusion.

* Email correspondence from this year showing my repeated attempts to have the account permanently closed again and requesting an explanation for why it had been reopened.

Requested Resolution

I respectfully request that Roby Casino:

1. Refund all net losses/deposits made after my permanent account closure on 14 March 2025, totalling €5,766.

2. Permanently and irreversibly close my account in accordance with my repeated self-exclusion requests and their previous written commitment that the account could never be reopened.

I have already attempted to resolve this matter directly with Roby Casino on multiple occasions without success. I therefore ask AskGamblers to assist in resolving this complaint.

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.

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.

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.

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.

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