Reopening account multiple times despite previous confirmed closure
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.
Screenshot
