Roby Casino - Player believes that their withdrawal has been delayed.

Having won a considerable amount of 31,300, I want to withdraw all my money, but it's impossible. Besides, it takes forever. It's been 5 days since I requested the first withdrawal, and it still hasn't been processed. Furthermore, to withdraw the amount I've won, many months would have to pass, and I want to have that money to use since it's mine, and I can't wait that long to withdraw it—months, really.

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Dear bouda95,

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

Thank you so much for your quick response. Aside from withdrawing my money, which will take months, I want it withdrawn as quickly as possible because I'm losing control of my gambling. I've already spoken with my wife, and she's keeping a close eye on the account. Due to this loss of control, I've had to take out loans to finance my gambling and keep saving. Therefore, I'd like all the money withdrawn and for me to self-exclude from gambling so I can't gamble anymore. Even if the money is withdrawn gradually, I'd at least like to have self-exclusion and be unable to continue gambling. I currently have 29k and 2.3k in withdrawal requests, but last night I had 43,300, and with the gambling problem I think I have, I lost 12k on slots in no time—in minutes, really. I hope you can help me with my problem. I'm coming here because I'm extremely anxious and desperate to solve this so I can at least pay off some of the debts I've accumulated during these two hellish years. Thank you so much.

In the end, I lost everything. I already told them I have a gambling problem. I spoke to them about withdrawing everything, but nothing. It's all just problems. I emailed the VIP, but nothing. Even though my wife tried to help me control it, I still lost everything. I warned them I had problems, and now I'm in debt. I lost everything I could to pay it off. This isn't fair. They won't let me withdraw anything, and they won't even give me the option to self-exclude. This can't be right. It's disgusting.

I had already spoken to them several times, including on the phone. When the VIP team called me, they were completely wrong. Knowing my problem, they made me wait and wait. They didn't want to focus on the issue and block the account so I wouldn't play and lose everything. They did it knowing I would lose control, and in the end, that's exactly what happened. I went from having €43,300 to €0 now.

I don't know if you can do anything to help me recover my data, but they've closed my account and blocked me. I need your help, please.

Dear Casino Guru team,

I wish to add a very relevant element to my complaint, related to the **communication from the RobyCasino VIP team**, which I consider especially serious from the point of view of responsible gambling.

When my balance had reached approximately €43,300, I received an email from my VIP Account Manager congratulating me on my winnings. The message reinforced our emotional connection and explicitly encouraged me to continue playing at the casino to avoid losing my VIP benefits.

In response to that email, I clearly stated in writing:

* That **he was afraid to risk it all and lose it all**.

* That I had decided **not to play again until I had the money in my account**.

* That my **wife would control access** to the account to prevent me from continuing to play.

* That the money was needed to **pay off family debts**.

Despite these clear signs of vulnerability:

The casino did not respond to my emails.

* No **blocking, self-exclusion or protection** measures were applied.

* The **full withdrawal** of the balance was not facilitated.

* Commercial communication was prioritized over player protection.

I believe this conduct aggravates the operator's breach, as it not only ignored my requests for closure and withdrawal, but also **reinforced the continuation of the game in a context of obvious risk**.

I have attached the VIP emails and my replies as proof of what I have stated.

Sincerely,

**M****** B******* T********

Dear bouda95,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nothing, I haven't received any refund. They replied to me via email with the following (screenshots attached).

Good morning, how's the case going? Any updates?

Dear bouda95,

Thank you for your message and for the detailed information you have shared so far. To better understand the situation and proceed correctly, I would kindly like to clarify the following points:

1. Could you please confirm the exact dates and amounts of all withdrawal requests you submitted (including those that were pending before the balance was lost), and whether any of them were explicitly approved or rejected by the casino?
2. Please confirm when you first clearly requested account closure or self-exclusion due to gambling problems, and whether this request was made in writing (email or chat) before the remaining balance was lost.
3. Could you please confirm the current status of your casino account (closed, blocked, or still accessible) and whether you are currently able to log in and view your transaction or withdrawal history?

Once these points are clarified, I will be able to assess the situation more accurately and determine the appropriate next steps.

Thank you for your cooperation and patience.

Karla

Dear bouda95,

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,Michal V, michal.v@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,

Karla Mayfly

Thank you very much, Karla

Hello bouda95,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Thank you for your request for clarification. We are happy to provide the following information regarding the current status of the player's account:

As of now, all previous withdrawal requests have been cancelled by the player. Consequently, there are currently no pending or delayed withdrawals on the account.

In accordance with our Terms and Conditions, specifically Section 6.11, all withdrawals are processed according to our monthly withdrawal limits, which take into account the VIP status of the customer at the time of the request.

For this specific case, the following limits (Level 3) apply:

Per Transaction/24 Hours: 800 EUR

Monthly Limit: 12,000 EUR

We remain committed to processing any future requests in line with these established limits and our standard security protocols.

Best regards,

Roby Casino Team.

Due to the lack of resolution, I was forced to cancel it, which directly contributed to my loss of control and my subsequent gambling problems.

Therefore, the cancellation was not voluntary or free, but a direct consequence of the casino's mismanagement and delays, since I sent emails saying that I didn't want to play anymore, that I had problems, and I requested a full withdrawal by phone and they denied it.

The main problem is not the withdrawal limits

The casino's response focuses on the monthly and daily limits, but this does not address the real core of the case.

The main problem is that:

I clearly and repeatedly requested the total withdrawal of my funds and the immediate closure of my account for responsible gambling reasons on January 23 and 24.

I explicitly explained that I had gambling control problems, fear of losing all the money, and an urgent need for those funds to pay off family debts.

Despite this, my account remained fully operational, with no blocks, no self-exclusion, and no effective withdrawal.

The casino did not apply any immediate protective measures, failing in its duty to act in the face of a clear request for self-exclusion.

Direct consequence: total loss of €43,300

As a direct result of not having blocked my account or processed the withdrawal after my requests, I subsequently lost the entire balance: €43,300.

This damage could have been completely avoided if the casino had acted responsibly and diligently after my messages and calls.

Late account closure

My account was closed and blocked only after I had lost all my money, which clearly shows that they could have closed it, but they did it too late.

This reinforces the fact that the casino did not act at the critical moment when player protection was most needed.

Conclusion

This case is not about VIP limits or technical cancellations, but about a serious failure in the application of responsible gambling policies.

I explicitly requested help, a full withdrawal, and account closure due to gambling control issues, and the casino failed to act in time, allowing me to lose an extremely large sum.

Therefore, I respectfully reiterate my request that this case be evaluated from the perspective of the operator's social responsibility and not solely from a technical point of view.

Thank you very much for your time and dedication.

Sincerely,

M****** B*******

Dear Roby Casino,

I would like to clarify my understanding regarding your response to the email dated January 24th. It appears that you found the self-exclusion request outlined in that email to be insufficient, as you referred to it as "inadequate." I noticed that the player expressed a desire for "more control" over their gambling, mentioned "paying off debts," and indicated a need to "get by." Can you let me know if I understood correctly?

Dear Michal,

Thank you for the opportunity to clarify. We concluded that the communications on January 24th did not constitute a definitive "Responsible Gambling" trigger. References to financial obligations are commonly used by players to express urgency regarding withdrawal speeds and are treated as standard payment inquiries rather than an admission of addiction. Without explicit "Red Flag" terminology, we respect the autonomy of VIP users who are familiar with account management.

The initial request focused on withdrawal speed rather than a cessation of gambling. Once the player shifted to a clear request for closure on "Responsible Gambling" grounds, we deactivated the account immediately. The decision to cancel pending withdrawals and resume wagering was a voluntary action. Under T&C Section 4.1, players warrant they do not have an addiction and accept the risk of loss, while Section 6.6.2 stipulates that no refunds are possible once funds have been wagered. We trust this clarifies why the account remained active during the initial correspondence.

Best regards,

Roby Casino Team.

Good afternoon, thank you for your response. If you look at the emails, you'll clearly see a red flag, where I expressed problems with gambling and control. And the account was closed only after I had lost all the money, quite some time after I requested it.

Dear Roby Casino,

The player has indicated that they attempted to self-exclude themselves through live chat. Could you please confirm whether you have any records of such conversations?

Michael, please also check the screenshots of the emails, which I have attached.

Dear Michal,

Thank you for your inquiry regarding the player's claim.

Following a thorough review of the account history and all communication logs, we would like to clarify our findings. Our records indicate that while the player may have contacted us, a general request for account closure is not treated as a formal self-exclusion without a clear statement of Responsible Gambling concerns.

During the interactions in question, there was no mention of any gambling problems or addiction-related issues. As soon as a clear request for closure was made, the account was closed immediately. Therefore, we maintain that all Responsible Gambling procedures were followed correctly and in accordance with our terms.

Best regards,

Roby Casino Team.

The dates for losses and account closure don't match at all; I would like the game history and the date of the emails, and when the account was closed, everything will be clearly reflected there.

Dear Roby Casino,

I would like to sincerely thank you for your cooperation thus far. Could you please confirm the exact date when you received a self-exclusion request that you considered sufficient? Additionally, I would appreciate it if you could provide the date when the player's account was closed in accordance with this request.

Dear Michal,

Thank you for your follow-up. Based on a comprehensive review of the player’s communication history, we would like to provide a detailed timeline regarding the account closure and the nature of the requests received:

* 29th Dec (Chat): The player mentioned, "I have health problems and I can no longer play or anything." As this was vague and did not explicitly state a gambling addiction, the agent followed protocol by instructing the player to send a formal request via email.

* 29th Dec (Email): The player sent an email mentioning an "account certificate" and attached a PDF. However, the content of the email remained unclear, and our team was unable to download or view the specific PDF file shared.

* 31st Dec: The player inquired about withdrawals, making no mention of gambling problems or a desire to close the account.

* 5th Jan & 20th Jan: The player interacted with their VIP manager regarding bonus offers. During these exchanges, the player accepted bonuses and at no point raised any concerns related to gambling addiction.

* 23rd Jan: In response to an introductory email from a new VIP manager, the player’s reply remained vague and failed to clearly state a need for self-exclusion due to addiction.

* 26th Jan: This is the first instance where the player clearly and explicitly identified as having a gambling addiction.

Following the clear declaration on January 26th, the account was permanently closed on February 2nd. We would like to emphasize that from the moment the player clearly mentioned their addiction on January 26th, no further deposits were attempted or made on the account.

We trust this timeline clarifies that we acted immediately to prevent further financial activity once a valid and clear self-exclusion request was received.

Best regards,

Roby Casino Team.

Dear bouda95,

When did you make your last deposit before the account closure?

Good morning, thank you for your response.

Let me summarize the case again, as it may not have been understood correctly.

The deposit was made at the beginning of January, but that's not where the problem lies. After depositing €150, I won two jackpots, and my balance reached approximately €31,300. At that point, I contacted Robycasino explaining my situation and the issues I was experiencing. The emails I've attached clearly show both my warnings and the red flags I reported.

However, no action was taken, and I continued playing until my balance reached approximately €43,300. During that time, I continued to contact Robycasino but received no response or assistance.

I requested a full withdrawal due to my financial difficulties, but that wasn't processed either. I also asked via chat to have my account blocked, at least to prevent me from playing further, but nothing was done about that either.

I subsequently sent several emails requesting the exact same thing, without receiving any solution, until I finally lost all my money. Only after losing everything did they decide to close my accounts, but before that they completely ignored my requests. Right now, I don't have access to my account; it's blocked. But they could request a transaction history for the account and compare it with the emails, although before the emails, it was the chat messages.

Thank you.

Dear bouda95,

I would greatly appreciate it if you could share the email dated January 26th, which the casino indicated could be interpreted as a clear self-exclusion request due to a gambling problem. Thank you for your understanding and assistance with this matter.

Of course, I've attached both the one from June 24th and the one from June 26th.

I'm also copying the email message here.

Good afternoon, I would like this to be resolved amicably and properly. Otherwise, please know that I have filed a complaint against you and will also file one with ADR, where I have a license and all the screenshots. I am sending you a copy of my message.

Dear Casino Guru team,

I wish to add a very relevant element to my complaint, related to the **communication from the RobyCasino VIP team**, which I consider especially serious from the point of view of responsible gambling.

When my balance had reached approximately €43,300, I received an email from my VIP Account Manager congratulating me on my winnings. The message reinforced our emotional connection and explicitly encouraged me to continue playing at the casino to avoid losing my VIP benefits.

In response to that email, I clearly stated in writing:

* That **he was afraid to risk it all and lose it all**.

* That I had decided **not to play again until I had the money in my account**.

* That my **wife would control access** to the account to prevent me from continuing to play.

* That the money was needed to **pay off family debts**.

Despite these clear signs of vulnerability:

The casino did not respond to my emails.

* No **blocking, self-exclusion or protection** measures were applied.

* The **full withdrawal** of the balance was not facilitated.

* Commercial communication was prioritized over player protection.

I believe this conduct aggravates the operator's breach, as it not only ignored my requests for closure and withdrawal, but also **reinforced the continuation of the game in a context of obvious risk**.

I have attached the VIP emails and my replies as proof of what I have stated.

Dear bouda95,

I regret to inform you that we are unable to assist you further in this matter. Based on our assessment, the email dated January 24th does not meet the criteria for a valid self-exclusion request, as it did not explicitly indicate a gambling problem. Additionally, I understand that you experienced significant losses on January 25th, followed by a valid self-exclusion request submitted on January 26th. Unfortunately, since no deposits were made during this interval and the proper self-exclusion request was submitted only after your losses, we are unable to process a refund in this case.

I genuinely empathize with your situation and appreciate your understanding. It is always important to inform the casino about your intentions clearly, so the intention behind your emails is unquestionable.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.