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I've been waiting since June 1st for my refund. Every day there's a new excuse and they lie to me constantly. They say 3 days is the

approximate period of time and it's already been 10. It smells like a scam all around

Llevo desde el día 1 de junio esperando que me abonen el reintegro cada día es una excusa nueva y me mienten constantemente . Dicen que 3 días es el

periodo de tiempo aproximado y ya han pasado 10 . Huele a estafa por todos lados

Dear frojasizquier,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Today, without prior notice and unilaterally after 12 days, they have cancelled that withdrawal and credited it to my balance (I have more than 2,300 euros).

They have also blocked me.

option to request a new withdrawal.

The idea that it is a SCAM casino is more than evident

Hoy sin previo aviso y de forma unilateral después de 12 días me han cancelado ese retiro abonándomelo en mi saldo ( tengo más se 2.300eur )

Asi mismo me han bloqueado la

opcion de solicitar un nuevo retiro .

La idea que es un casino ESTAFA es más que evidente

Dear frojasizquier, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

1. I have not received any successful refunds to date.

2. I am verified as they confirmed to me

3. I have never requested a welcome bonus

1. No me han realizado ningún reintegro exitoso hasta la fecha 

2. Estoy verificado según me confirmaron ellos 

3. Nunca he solicitado un bono de bienvenida 

Dear frojasizquier, did the casino provide any specific reason for why your withdrawal was canceled?

Were you trying to withdraw using the same payment method you used to make your deposit?

Since the cancellation, have you tried to request a new withdrawal? If so, what was the result?

Good morning :

According to them the retreat was cancelled

because the bank did not accept the payment (that is not true because I work for them and I have verified it), in addition the

The withdrawal method I used (bank card) was the same one I used to deposit

Since that moment of unilateral cancellation of the withdrawal, I have the option of blocked withdrawals with the excuse that I am not verified when I have an email from them at the beginning that I am.

was

In short, I've been trying to get a refund for 16 days from a betting house that smells like a textbook scam.

Thank you for your interest

Buenos días :

Segun ellos el retiro se cancelo

porque el banco no aceptó el pago ( eso no es cierto porque trabajo para él y lo he comprobado ) , además la

forma de retiro k utilice ( tarjeta bancaria) fue la misma que hice para depositar

Desde ese momento de cancelación unilateral del retiro tengo la opción de retiros bloqueados con la excusa k no estoy verificado cuando tengo un correo de ellos al principio que sí que lo

estaba

En resumen llevo 16 días intentando rembolsar en una casa de apuestas que huele a estafa de manual

Gracias por vuestro interés

Thank you very much, frojasizquier, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

21 days later, I still can't withdraw any money, as the withdrawal option is blocked. They've also blocked me and won't even let me use the live chat because I text them every day. ROBY CASINO SCAMMERS

NO ONE LETTING ENTER

21 días después sigo sin posibilidad de retirar cantidad alguna con la opción de retiro bloqueada . Además me tienen bloqueado y ni siquiera me dejan utilizar el chat en vivo porque les escribo todos los días . ROBY CASINO ESTAFADORES

NO ENTRÉIS NADIE

Hello frojasizquier,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Roby Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear all,

We are sorry for the inconvenience.

Kindly note the relevant team is working on the request.

We appreciate your patience and understanding in this matter.

King regards,

RobyCasino Team

Dear all,

We are sorry for such inconvenience.

frojasizquier , kindly ask you to try to request the withdrawal one more time. As we checked you should be able to withdraw your winnings.

We appreciate your understanding.

King regards,

RobyCasino Team

Thank you, RobyCasino Team, for the information.

Dear frojasizquier,

Could you do as the casino representative says, please, and let us know how it goes?

Best regards,

Romi

Good morning :

I did it yesterday to request withdrawal.

I have 2700 euros and they only let me withdraw 500.

This is my third attempt at withdrawal and all of them have been cancelled by ROBY Casino citing all kinds of excuses.

I will keep you informed here.

Thank you

Buenos días :

Lo hice ayer pedir el retiro .

Tengo 2700 euros y solo me han dejado retirar 500.

Es ya el tercer intento que hago de retiro y todos han sido cancelados por ROBY Casino aludiendo a excusas de toda índole .

Os mantendré informados por aquí

Gracias

Dear all,

We are sorry for the waiting.

Kindly note pending withdrawal request was successfully completed from our side.

frojasizquier , please be informed you` are able to withdraw 500 EUR per every 24 hours up to a maximum of 3 active withdrawal requests.

We appreciate your understanding.

King regards,

RobyCasino Team

Dear frojasizquier,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good afternoon:

They are making the reimbursement at a rate of 500 euros per week, they do not leave any more.

As soon as I am able to remove the entire amount I will let you know.

Greetings

Buenas tardes:

Van haciendo el rembolso a ritmo de 500 euros por semana no dejan más cantidad .

Tan pronto sea capaz de retirar todo el montante os lo haré saber

Saludos

Dear all,

Thank you for your continued patience.

Please be informed that the player's full balance has been successfully processed and completed on our end.

We appreciate your understanding and cooperation in this matter.

Kind regards,

RobyCasino Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear frojasizquier,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi