Roby Casino - Igrač ima problema sa povlačenjem sredstava zbog kašnjenja u verifikaciji.

Hello,

I have uploaded my proof of address 3 times now and every time it's being cancelled with no reason stated and nobody is getting back to me on email. See attached my email to them but with no response and nobody in the chat is helping.

I started account verification on 27th October and it's still not being done, my ID and Payment methods have both been verified. It's just proof of address that is pending.

I have a small problem as I am living in a shared apartment, i am not on the lease agreement so cannot provide proof of that, no bills are in my name, so I cannot provide any utility bill. However I do have the most important document in Germany that prooves address and that is a registration certificate from my local government authority with an official stamp which is on the list of acceptable documents this casino asked for, for KYC. Screenshot attached.

I have provided an attachments for you so you can see my winnings are real, it's not bonus money, and screenshots of the games from what the winnings were from and credited. This casino actually paid me 1000€ already and i didn't have to verify myself. I understand the process of verification but I am submitting documents that are on their list, in a clear photo. I even uploaded in a PDF scanned format.

Also in regards to the winnings, they are real winnings, I have wagered all deposits and nothing came from a bonus win. These wins are from my own money, and I have attached the date of these wins as previously mentioned.

There is no reason to not verify my address when I have an official document which is gold standard in Germany.

They are not verifying my account, maybe they don't want me to withdraw.

Please can you help me

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask a few questions to better understand your situation.

Could you please forward me the document you sent to the casino as your proof of address? My email address is veronika.f@casino.guru.

Do you have any other documents that could serve as valid proof of address?

Did you submit this document on time and in the correct format?

Have you tried contacting the casino’s customer support via email to ask for guidance regarding acceptable proof of address?

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

Best regards,

Veronika

Hello

I have the gold standard of proof of address in Germany, which is the Anmeldung, basically registration certificate. Everybody who moves to Germany must register with their local authority and in return you get an official document that confirms you are living at this address, it's stamped and signed and lasts for 6 months. Only your local authority can provide you with this in Germany.

My one was old, so on Monday I went to my local authority in Berlin and obtained a new one, they signed it and stamped it to show authentication. This document supercedes any Utility bill or lease agreement because it's an official document only a government body can give to you. It's the gold standard in Germany for proving address.

On Roby Casinos website, they accept the following documents:

Document that proves your current address. The document must not be older than 6 months. The following types are accepted: Utility Bill (gas, water supply, electricity, etc.); Recent TV/lnternet/Landline phone bill;

Rental Agreement;

Lease Contract;

Correspondence from a central or local government authority, department, or agency; Official conduct certificate;

Registration confirmation.

As you can see i have confirmation of my registration. How ever they are still ignoring my emails and chat support is not helping.

I keep getting the same generic response that somebody will email me but they never do.

All documents were uploaded and emailed within a timely

Sorry i forgot to say I have emailed you with all the documents and proof and chat log from support including a chat from today where the person kept giving generic responses.

My balance is now 87,000€ as I won some more playing a game but again I emailed you the confirmation of winnings and proof that it's real money, no bonus money.

Please can you now speak to the casino as I have provided everything they have asked for and all documents meet criteria.

Hello please can somebody help,

They are now playing delaying tactics and saying they have issues with their account and nobody is getting back to me on email. It really shouldn't take so long to process a photo document.i havw attached my emails to them, proof of the error and my chat log. It's getting ridiculous now that they won't confirm my address and verify my account

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

Dear Sprite,

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,

Veronika