Roby Casino - Igrački nalog je zatvoren i ponovo otvoren.

On May 7, 2025, I received confirmation that my account had been permanently closed at my request due to gambling addiction.

Since the beginning of the year, I've been receiving Element advertisements and bonuses. Due to my addiction, I tried logging in and playing, and it worked! My account had simply been reopened!

Therefore, I demand my deposit of €198 back.

The guidelines were clearly violated.

Attached are the deposit details and the email from back then.

Am 07.05.2025 kam die Bestätigung, dass mein Konto auf Grund von Spielsucht auf meinen Wunsch hin geschlossen wurde dauerhaft.

seit Anfang des Jahres erhalte ich Element Werbung und Boni. Auf Grund meiner Sucht habe ich mich versucht einzuloggen und zu spielen, mit Erfolg! Mein Konto war einfach wiedereröffnet worden!

Daher verlange ich meine Einzahlung in Höhe von 198€ zurück.

es wurde klar gegen die Richtlinien verstoßen.

Angehängt die Einzahlung und die Mail von damals.

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Dear benediktmerkel,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?
• When exactly did you access your account again?
• Do you currently have access to your casino account?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Email was forwarded. First access again around May. Account currently active.

Mail wurde weitergeleitet. Zugriff das erste mal wieder ca. Im Mai. Konto aktuell aktiv.

Dear benediktmerkel,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear benediktmerkel,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Roby Casino to join this conversation and assist in addressing the complaint.

Dear Roby Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

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

Dear benediktmerkel,

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,

Munya