Roby Casino - Igrački nalog je zatvoren.

Hello, a month ago, with a balance of around €1200 in my account, it was closed. When I tried to log in, it said my account was under review. After contacting customer service multiple times and sending emails, they told me to try clearing my browser cookies, changing my browser, etc. When that didn't work, I had to email them again, trying to understand why my account was under review. After discovering they were requesting documentation for verification (because they hadn't informed me of this at any point, I had to ask customer service for an explanation), I sent them all the documentation I had and that they requested. I've been waiting for a response for about two weeks now, and it still hasn't arrived.

The last withdrawal I requested in mid-November was left hanging, and coincidentally, it was cancelled a week ago (they cancelled it because I don't have access).

Furthermore, in one of those emails they also told me that they were closing my account with no possibility of reopening it (I don't know if it's true or not because they didn't give me any reasons either)

Hola buenas, hace 1 mes, teniendo unos 1200€ en saldo de la cuenta, se me cerro la cuenta, y al intentar entrar aparecia que mi cuenta estaba en revisión, al hablar multiples veces con atención al cliente y enviar correos, me dijeron que intentara borrar cookies del buscador, cambiar de buscador etc, al no irme, tuve que escribirles al correo intentando descifrar el porque de la revisión de mi cuenta, despues de descubrir que me estaban pidiendo documentacion para verificar (porque no me lo comunicaron en ningun momento, tuve que pedir explicación a atención al cliente). Al enviar toda la documentación que tenia y que me pedian, llevo unas dos semanas esperando una respuesta que aun no ha llegado.

La última retirada que pedi a mediados de noviembre se quedo en el aire, y casualmente, hace una semana se me cancelo (me la cancelaron ellos porque no tengo acceso)

Además, en uno de esos correos tambien me dijeron que me cerraban la cuenta sin posibilidad de reabrir (desconozco si es verdad o no porque tampoco me dan motivos)

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please advise which documents you have already provided and when exactly you sent the last one? Do I understand correctly that you haven't received any notification regarding successful verification until now?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

1. I only placed sports bets
2. I sent all the documentation in a single email. Among the documents (which a chat operator provided, I reiterate; they didn't tell me anything about them via email), I sent: a selfie holding my ID; a statement from one of the cards I used; they asked for an Apple Pay statement from October, but I explained that I couldn't provide it because Apple Pay doesn't accept documentation older than one or two weeks; a photo of the card (it was a virtual card, hence the screenshot) I used to make the deposit, covering some of the information; and a selfie with my ID and the betting site logo, both on a mobile phone and on a computer with the site open in the background. I haven't received any confirmation of anything I sent, beyond the typical message that my request had been received and reviewed by their staff.
3. I haven't used a single bonus; all the balance was deposited by myself.

1. Unicamente hice apuestas deportivas
2. Envie toda la documentación en un mismo correo, entre los documentos (que un operador del chat me proporciono insisto, no me dijeron nada ellos por correo), mande; foto tipo selfie sujetando el dni. Extracto de una de las tarjetas que utilize, me pidieron extracto de cuenta de apple pay de octubre pero les comente que no puedo porque como tal, apple pay no recoje la documentación de más de una/dos semanas de uso. Una fotografia de la tarjeta (era virtual y por eso es una captura) con la que deposite tapando algunos datos y una foto tipo selfie con el dni y la casa de apuestas tanto en un movil como en el pc de fondo abierta. No he recibido una confirmación de nada de lo que envie, más alla del tipico mensaje de que mi solicitud habia sido recibida y supervisada por su staff.
3. No he usado ni un bono, todo saldo que yo mismo deposite.

Thank you for your reply, bancotrafalgar. I apologize, but I am afraid I don't have good news for you. If you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. I truly understand how frustrating this situation must be for you. However, we must be clear — in this case, we are unable to provide further support.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.