Reclamação #10 Roby Casino

Failure to Close My Account Permanently due to gambling problem

Por flitz

há 1 ano

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.

Cassino em disputa Roby Casino

Motivo Outros

Valor €1500

Discussão

AskGamblers

• Support Team

há 9 meses

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

• Alemanha

há 9 meses

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

há 9 meses

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

há 9 meses

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.

Raio-X do Roby Casino

Resolvido 16 / 16

Valor médio $1,722

Duração média da reclamação N/A

Resposta média N/A

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