Roby Casino - Player claims that payment has been delayed.

Betreff: Auszahlung bei RobyCasino wird nicht bearbeitet

Text der Beschwerde:

Sehr geehrtes Casino.Guru-Team,

ich möchte mich über RobyCasino (https://robycasino-1310.com

) beschweren.

Ich habe am Montag 29.9.2025 eine Auszahlung beantragt. Mir wurde vom Support zugesichert, dass diese innerhalb von drei Tagen bearbeitet und ausgezahlt wird. Leider ist dies nicht geschehen.

Nach Ablauf der drei Tage habe ich erneut nachgefragt und erhielt die Antwort, dass es bis zu fünf Tage dauern könne. Auch nach fünf Tagen war das Geld nicht auf meinem Konto.

Heute habe ich – unabsichtlich – die Auszahlung abgebrochen und sofort neu beantragt. Dadurch beginnt offenbar die Wartezeit wieder von vorne, obwohl die ursprüngliche Bearbeitungsfrist bereits überschritten war. Der Kundenservice vertröstet mich weiterhin, ohne klare Auskünfte zu geben, und verweist auf unterschiedliche Fristen (mal 3, mal 5 Tage).

Ich habe alle Verifizierungsschritte erledigt und sehe keinen Grund, warum meine Auszahlung nicht bearbeitet wird. Das Verhalten wirkt intransparent und unfair.

Ich bitte um Unterstützung durch Casino.Guru, damit RobyCasino meine Auszahlung schnellstmöglich und ordnungsgemäß bearbeitet.

Vielen Dank im Voraus.

Mit freundlichen Grüßen

Dear player,

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 the 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

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 Samir1991,

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.

Dear Samir1991,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru