Roby Casino - Povlačenja igrača su odložena.

In January 2025, RobyCasino experienced significant winnings. Since then, partial payouts totaling approximately €45,000 have already been made.

The player account was already registered and verified. Withdrawals had been processed without problems in the past. Although there was a monthly withdrawal limit of approximately €7,000, these withdrawals were regular and straightforward.

On August 29th, I suddenly received an email from RobyCasino's VIP support (Alex) stating that additional documents were required (proof of a credit card and bank account). Since then, no withdrawals have been possible.

This email explicitly promised that payments would be processed after the documents were uploaded. A temporarily increased payment limit was also offered.

It should also be noted that the player account still displays a message indicating that no verification is currently required. In my view, this contradicts the fact that withdrawals have been impossible since August 29th and further documents have been requested.

Since the amount of money involved was substantial, a lawyer was retained. On September 18th, the lawyer contacted RobyCasino via email, submitted a power of attorney, and provided the requested documents for identity verification. In this context, information regarding the next steps and the payout of the funds was also requested.

On November 24, the lawyer contacted the compliance department again to clarify the status.

No substantive response has yet been received to this or to previous inquiries.

The player account still displays a message stating that every deposit amount must be fully wagered before withdrawals can be made, even though there are no outstanding bonus conditions and the balance was earned through regular play.

Additionally, it has been noticed that no emails have been received from RobyCasino since mid-September, and no SMS messages or bonus offers have been sent since the end of September, even though such messages were previously sent regularly. This is mentioned merely as a temporal observation.

It is also noteworthy that marketing messages are still being received from another casino belonging to the same operator group.

To date, there is no clear information about why the payment has not been made or what the current status is.

All requested documents were submitted, and cooperation was provided at all times.

I therefore request your support in order to achieve a transparent clarification of the facts and to enable the disbursement of the existing credit balance.

Im Jänner 2025 kam es bei RobyCasino zu größeren Gewinnen. In diesem Zusammenhang wurden seit Jänner auch bereits Teilbeträge ausgezahlt, insgesamt in einer Größenordnung von rund 45.000 €.

Das Spielerkonto war bereits registriert und verifiziert. In der Vergangenheit wurden Auszahlungen ohne Probleme durchgeführt. Zwar bestand ein monatliches Auszahlungslimit von etwa 7.000 €, diese Auszahlungen waren jedoch regelmäßig und problemlos möglich.

Am 29. August erhielt ich plötzlich eine E-Mail vom VIP-Support von RobyCasino (Alex), in der mitgeteilt wurde, dass noch zusätzliche Dokumente benötigt werden (Nachweis einer Kreditkarte und eines Bankkontos). Seit diesem Zeitpunkt sind keine Auszahlungen mehr möglich.

In dieser E-Mail wurde ausdrücklich zugesagt, dass nach dem Hochladen der Dokumente die Auszahlungen weiterbearbeitet werden. Zusätzlich wurde ein vorübergehend erhöhtes Auszahlungslimit angeboten.

Ergänzend ist anzumerken, dass im Spielerkonto weiterhin angezeigt wird, dass derzeit keine Verifizierung erforderlich sei. Dies steht aus meiner Sicht im Widerspruch dazu, dass Auszahlungen seit dem 29. August nicht möglich sind und weitere Unterlagen angefordert wurden.

Da es sich um einen hohen Betrag handelt, wurde ein Rechtsanwalt eingeschaltet. Am 18. September kontaktierte dieser RobyCasino per E-Mail, übermittelte eine Vollmacht und reichte die angeforderten Unterlagen zur Identitätsverifizierung ein. In diesem Zusammenhang wurde auch um Auskunft zum weiteren Vorgehen und zur Auszahlung des Guthabens gebeten.

Am 24. November kontaktierte der Rechtsanwalt erneut die Compliance-Abteilung, um den Status zu klären.

Auf diese sowie auf die vorherigen Anfragen erfolgte bislang keine inhaltliche Rückmeldung.

Im Spielerkonto erscheint weiterhin der Hinweis, dass für Abhebungen jeder Einzahlungsbetrag vollständig umgesetzt werden müsse, obwohl keine offenen Bonusbedingungen bestehen und das Guthaben regulär erspielt wurde.

Zusätzlich ist aufgefallen, dass seit Mitte September keine E-Mails mehr von RobyCasino eingehen und seit Ende September auch keine SMS- oder Bonusangebote mehr versendet werden, obwohl solche Nachrichten zuvor regelmäßig kamen. Dies wird lediglich als zeitliche Beobachtung erwähnt.

Bemerkenswert ist außerdem, dass von einem anderen Casino derselben Betreibergruppe weiterhin Marketing-Nachrichten eingehen.

Bis heute liegt keine klare Information darüber vor, aus welchem Grund die Auszahlung nicht erfolgt oder wie der aktuelle Status ist.

Alle angeforderten Unterlagen wurden eingereicht, und es wurde jederzeit kooperiert.

Ich bitte daher um Unterstützung, um eine transparente Klärung des Sachverhalts zu erreichen und die Auszahlung des vorhandenen Guthabens zu ermöglichen.

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.

Dear Marco_Paolo,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with RobyCasino.

In order to assist you better, I would like to clarify some aspects of your situation. Could you please provide answers to the following questions?

• What specific documents were requested by RobyCasino?
• Can you confirm whether the casino has acknowledged that all the additional required documents were provided and meet the acceptable format requirements?
• Have you received any confirmation from RobyCasino regarding the receipt of documents submitted by you or your lawyer?
• Can you confirm if any withdrawal requests were made after submitting the additional documents?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for your reply and for providing the previous details, Marco_Paolo.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petra,

I have just collected and sent the requested emails and documents via email.

Hallo Petra,

die angeforderten E-Mails und Unterlagen habe ich soeben gesammelt per E-Mail übermittelt.

Dear Marco Paolo

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 Matej (matej.l@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,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Marco_Paolo, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Roby Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being cancelled and provide some details as of what is happening? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear All,

Thank you for bringing this matter to our attention.

We would like to reassure you that we are currently looking into this case. We have requested a detailed update from our relevant department regarding the status of the player’s verification.

As soon as we receive the necessary clarification, we will provide a comprehensive response here. Thank you for your patience and understanding in the meantime.

Best regards,

Roby Casino Team

Dear Roby Casino, please let us know if you manage to find the above-mentioned e-mail, or if it needs to be re-sent.

Dear Marco_Paolo, in the meantime I would suggest checking the options of KYC verification within your player 's account. If it's still unavailable, we'll just wait for the response from the casino about further steps.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have found alternative way how to contact the casino representatives. In hopes of getting a response and option to mediate this case, I will prolong the timer until Monday 26th January, before closing it as unresolved. Thank you for your understanding.

Dear Casinoguru,

We would like to request an extension regarding this case.

Due to the complex nature of the matter, a more detailed internal investigation is required.

We appreciate your patience and understanding.

Best regards,

Roby Casino Team

Dear Roby Casino Team, it has been already over two weeks, and I am unable to keep extending the timer indefinitely. I can extend the window up to the Friday 30th January, afterwards I will have to close the case as unresolved - unless at least some statement and/or evidence is presented form your end. Thank you for your understanding.

Dear All,

Thank you for your patience and for extending the timeframe for us to address this matter.

We would like to inform you that our relevant department has already contacted the player via email, requesting the following documents to proceed with the verification process:

*Proof of Address (e.g., a recent utility bill).

*Identity Selfie (A photo of the player holding their ID with our website visible in the background).

*Bank statement for January 2025, showing Apple Pay deposits.

*Copy of the credit card (front and back) used for transactions.

*Onfido Verification (A specific link has been provided to the player to complete this check).

We kindly ask the player to provide these documents and complete the Onfido check as soon as possible so we can move forward with the case.

Best regards,

Roby Casino Team

Dear Roby Casino, thank you for the response.

Dear Marco_Paolo, for the sake of speedier resolution of this issue, could you please oblige the casino and provide the requested documents? Afterwards, please drop me a line here to let me know once everything has been sent. Thank you for your understanding.

Hello, the requested documents have been submitted in full.

Hallo, die angeforderten Dokumente wurden vollständig eingereicht.

Awesome news, Marco_Paolo, thank you very much! :)

Dear Roby Casino, can you please confirm you have all the necessary information from the player, and let us know approximately how long will the KYC process take? Thank you.

Dear All,

Thank you for your patience and for following up on this case.

We would like to assure you that the verification process is currently being handled with the highest priority. Given the specific nature of this case, our relevant department is conducting a thorough review of all the details.

We are closely monitoring the progress and are in constant communication with the team to expedite the process. As soon as there is any update, we will notify you immediately.

Thank you for your continued understanding and patience.

Best regards,

Roby Casino Team

Hello, I wanted to ask if there is an update on the ongoing verification process?

All requested documents have been submitted in full, and I am currently waiting for approval so that payments can resume.

Thank you in advance for a brief reply.

Hallo, ich wollte nachfragen, ob es ein Update zur laufenden Verifizierung gibt?

Alle angeforderten Dokumente wurden vollständig eingereicht, und ich warte aktuell auf die Freigabe, damit Auszahlungen wieder möglich sind.

Vielen Dank im Voraus für eine kurze Rückmeldung.

Dear All,

We would like to provide a further update regarding this ongoing case.

The review process is still in progress, as certain internal procedures require additional time to be completed with the necessary diligence. We are in constant communication with the specialized department to ensure that the matter is handled thoroughly.

We understand that this is taking longer than expected, and we appreciate your continued cooperation. We will provide a further update as soon as the current stage of the internal review is completed.

Thank you for your patience.

Best regards,

Roby Casino Team

Dear Marco_Paolo,

Thank you for providing the document requested.

We would like to confirm that we have successfully received the document required.

This has now been formally escalated to our Verification Department for a detailed review.

We truly appreciate your patience and cooperation throughout this process.

Our team is working to complete the assessment as efficiently as possible, and we will notify you immediately once the verification is finalized.

Thank you for your patience and understanding.

Kind Regards,

RobyCasino Team

Due to the KYC taking nearly a month now, I would appreciate speedier resolution as well. Dear Roby Casino, lease let us know once the payment has been processed on your end, so I can swap the timer towards the player, to confirm reception. Thank you very much for your understanding and cooperation.

Hello,

All requested documents were submitted in full.

Verification is now taking significantly longer than usual, and payouts are still not possible.

I therefore request a timely clarification and a specific statement regarding when the release will take place.

Thank you.

Hallo,

sämtliche angeforderten Unterlagen wurden vollständig eingereicht.

Die Verifizierung dauert inzwischen deutlich länger als üblich und Auszahlungen sind weiterhin nicht möglich.

Ich bitte daher um eine zeitnahe Klärung und konkrete Angabe, wann die Freigabe erfolgt.

Vielen Dank.

I would like to reiterate that I am no longer able to keep prolonging the timer. If the KYC and withdrawal processing takes longer than the timer allows, the complaint will have to be closed as unresolved, resulting in negative impact on the casino rating.

Dear Marco_Paolo, can you confirm what is the total amount you will be withdrawing, once the KYC is finished? Thank you.

Dear Marco_Paolo,

Thank you for providing the document requested. We wanted to inform that the relevant department is still looking into this.

Our team is working to complete the assessment as efficiently as possible, and we will notify you immediately once the verification is finalized.

Thank you for your patience and understanding.

Kind Regards,

RobyCasino Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Marco_Paolo,

The Verification department informed us that they have received your documents and they will try to finish verification of your account as soon as possible.

We will keep you updated.

Thank you so much for your patience and your cooperation to the matter.

Best regards,

RobyCasino Team

Dear Marco_Paolo,

We would like to provide an update regarding your case. Please be informed that you are welcome to submit your withdrawal requests at any time via your account. Once submitted, your requests will be processed as soon as possible, in accordance with our standard processing times.

Thank you for your cooperation.

Best regards,

Roby Casino Team

This is great news, Roby Casino, thank you for the speedy KYC processing. Much appreciated.

Dear Marco_Paolo, I will be swapping the timer your way now. I will keep this complaint open until you withdraw all the money, but please, let me know once you receive your first withdrawal. Thank you.

Hello Matej,

Thank you again for keeping the complaint open.

My account appears to be fully verified now. Unfortunately, I still cannot request a withdrawal, as the system continues to display a message stating that deposits need to be wagered, even though all wagering requirements have already been met.

I contacted support by email the day before yesterday and yesterday, but have not yet received a reply.

Could you please check with the casino when withdrawals will be possible again? Thank you very much.

Hallo Matej,

vielen Dank nochmals, dass Sie die Beschwerde offen halten.

Mein Konto scheint inzwischen vollständig verifiziert zu sein. Leider kann ich weiterhin keine Auszahlung beantragen, da im System noch immer die Meldung erscheint, dass Einzahlungen umgesetzt werden müssen, obwohl alle Umsatzbedingungen bereits erfüllt sind.

Ich habe den Support vorgestern und gestern ebenfalls per E-Mail kontaktiert, bisher jedoch noch keine Antwort erhalten.

Könnten Sie bitte beim Casino nachfragen, wann Auszahlungen wieder möglich sein werden? Vielen Dank.

Thank you for the confirmation, Marco. Let´s see what is going on.

Dear Roby Casino, can you please see the response above and let us know what seems to be the issue? The money have been wagered before, therefore this message makes little sense. Thank you.

Hello Matej,

Thank you again for your help. The problem has now been resolved and I was able to request a withdrawal today. I'll gladly provide an update as soon as the money arrives in my account.

Hallo Matej,

vielen Dank nochmals für Ihre Hilfe. Das Problem wurde inzwischen gelöst und ich konnte heute eine Auszahlung beantragen. Ich gebe gerne ein Update, sobald das Geld auf meinem Konto angekommen ist.

Dear Marco_Paolo,

We are investigating further and will be back with an update in the nearest time possible.

Best regards,

Robycasino.com

Hello Matej,

Thank you very much for your support and for keeping this case open.

Hello Roby Casino,

I would like to summarize the current situation once again:

I have been a loyal customer of Roby Casino for years and in the past, payouts have always worked reliably.

However, the situation has deteriorated considerably in recent months:

For a period of approximately 6 months, payouts were not possible.

The reverification process took over a month.

Despite the complete submission of all requested documents, significant delays continue to occur.

I am currently waiting for over a week again for my withdrawals to be processed (Thursday, Friday and Saturday, €500 each).

I acted cooperatively at all times, submitted all documents completely and multiple times, and was always patient. In addition, I repeatedly tried to resolve the delay in payouts directly with the casino, including via email to Susanna ( vip@robycasino.com ), to which I have not yet received a reply, as well as via Telegram to the VIP manager Oliver, who unfortunately has not responded to my messages recently.

As a long-time and previously satisfied customer, I now find this situation very disappointing and, frankly, feel let down.

I understand that KYC and verification processes are necessary. However, I no longer consider the current duration and procedure of the payouts to be appropriate in this case.

Furthermore, I would like to point out that according to the terms and conditions (section 6.15), withdrawal requests should be processed within up to 3 business days, provided all requirements are met. In my case, all requirements have been met and the verification is complete, yet I have already been waiting for over a week. Even taking into account an "individual timeline," this delay no longer seems reasonable to me.

The entire process now involves a considerable amount of time and organizational effort for me.

In light of this entire history, I request that future payments be processed promptly and smoothly upon request, as has been the case in the past.

Could you please briefly explain whether I can rely on a reliable and prompt payment process and timely and reliable communication via the offered contact channels in the future, so that my trust in the provider can be restored?

Thank you for your support.

Hallo Matej,

vielen Dank für Ihre Unterstützung und dafür, dass dieser Fall weiterhin offengehalten wird.

Hallo Roby Casino,

ich möchte den aktuellen Stand nochmals zusammenfassen:

Ich bin seit Jahren ein treuer Kunde bei Roby Casino und in der Vergangenheit haben Auszahlungen stets zuverlässig funktioniert.

Allerdings hat sich die Situation in den letzten Monaten erheblich verschlechtert:

Über einen Zeitraum von ca. 6 Monaten waren Auszahlungen nicht möglich

Der erneute Verifizierungsprozess hat über einen Monat gedauert

Trotz vollständiger Einreichung aller angeforderten Dokumente kommt es weiterhin zu erheblichen Verzögerungen

Aktuell warte ich erneut seit über einer Woche auf die Bearbeitung meiner Auszahlungen (Donnerstag, Freitag und Samstag, jeweils 500 €).

Ich habe zu jeder Zeit kooperativ gehandelt, alle Dokumente vollständig und mehrfach eingereicht und war stets geduldig. Zusätzlich habe ich mehrfach versucht, die Verzögerung der Auszahlungen direkt mit dem Casino zu klären, unter anderem per E-Mail an Susanna (vip@robycasino.com), auf die ich bislang keine Antwort erhalten habe, sowie per Telegram an den VIP-Manager Oliver, der auf meine Nachrichten zuletzt leider nicht mehr reagiert hat.

Gerade als langjähriger und bisher zufriedener Kunde empfinde ich diese Situation inzwischen als sehr enttäuschend und fühle mich ehrlich gesagt im Stich gelassen.

Mir ist bewusst, dass KYC- und Prüfprozesse notwendig sind. Allerdings halte ich die aktuelle Dauer und den Ablauf der Auszahlungen in diesem Fall nicht mehr für angemessen.

Zudem möchte ich anmerken, dass laut den AGB (Punkt 6.15) Auszahlungsanträge innerhalb von bis zu 3 Werktagen bearbeitet werden sollen, sofern alle Voraussetzungen erfüllt sind. In meinem Fall sind alle Anforderungen erfüllt und die Verifizierung abgeschlossen, dennoch warte ich bereits seit über einer Woche. Auch unter Berücksichtigung eines „individuellen Zeitplans" erscheint mir diese Verzögerung nicht mehr verhältnismäßig.

Der gesamte Verlauf ist für mich inzwischen auch mit einem erheblichen zeitlichen und organisatorischen Aufwand verbunden.

Vor dem Hintergrund dieser gesamten Vorgeschichte bitte ich darum, zukünftige Auszahlungen wieder zeitnah und reibungslos nach Antrag abzuwickeln, wie es in der Vergangenheit der Fall war.

Könnten Sie bitte kurz erläutern, ob ich mich künftig wieder auf eine verlässliche und zügige Auszahlungspraxis sowie auf eine zeitnahe und verlässliche Kommunikation über die angebotenen Kontaktwege verlassen kann, damit mein Vertrauen in den Anbieter wiederhergestellt wird?

Vielen Dank für Ihre Unterstützung.

Dear Marco_Paolo,

We are investigating further and will be back with an update in the nearest time possible.

Best regards,

Robycasino.com

Dear Roby Casino, I hope this is not a stalling tactics, hoping the player will get tired of waiting and lose majority of winnings through further gameplay. I would like to ask for speedy investigation and letting us know when the player can resume withdrawals as soon as possible. Thank you for your understanding.