Queja #3 Roby Casino

Verification issue

Por holdencau

hace 1 año

Roby casino has not been able to verify my account for 2 months, holding the payment (1000PLN). Gives false reason - I was supposed to deliver incoming and outgoing transactions (Jeton), which I did by both unloading docs and sending them to the verification team. I have not heard back on any of my emails (7/17, 7/23, 8/15), spent hours on chat trying to find the reason I was not verified but never learning one.

Casino en conflicto Roby Casino

Motivo Problemas de verificación

Cantidad zł1000

Discusión

AskGamblers

• Support Team

hace 1 año

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.

holdencau

• 1 Reseñas

hace 1 año

We can close the case, thank you.

AskGamblers

• Support Team

hace 1 año

Dear @holdencau,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Roby Casino

• Representative

hace 1 año

Dear holdencau ,
Kindly be informed that your gaming account is verified and your withdrawal is complete and paid out. We are sorry for the inconvenience caused.
Best Regards
RobyCasino Team

Estadísticas de quejas de Roby Casino

Resueltas 16 / 17

Cantidad promedio $1,688

Duración media de quejas 5 días

Tiempo de respuesta promedio 3 días

Roby Casino Quejas

Ver todas las quejas contra este casino.

RETIRADA QUE NO LLEGA

Hola he realizado dos retiradas de dinero de 500 Euros ,una el día 13/07 y la otra el día 14/07 ,en sus términos pone que son hechas a los 3 días hábiles, es normal que se puedan tardar unos días ,pero ya son demasiados. Me he puesto en contacto con ellos varias veces y siempre las mismas respuestas ,que están agilizando el proceso con el departamento que tienen mucho trabajo ,en el ultimo correo reconocen que se ha pasado el tiempo estipulado y que van acelerar ,pero sigue igual. No he usado ningún tipo de bono porque se que estos suelen traer problemas y he preguntado por el proceso de verificación y me dicen que no es necesario.

No resuelta

€1,000

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 Restantes

€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.

Resuelta

€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.

Resuelta

€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.

Resuelta

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.

Resuelta

$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

Resuelta

$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,

Resuelta

€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.