Roby Casino - Player claims that payment has been delayed.

Hallo,

die Auszahlung wird nun schon seit fast 2 Wochen nicht ausgeführt.

Im Support chat wird man nur vertröstet und bekommt standardmäßig vorgefertigte Antworten.

Eine Konto Verifizierung wurde bisher nicht verlangt.

Grüße, Florian

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 PasoBet,

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

Dear PasoBet,

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.

Hallo,

die Auszahlung steht immernoch aus und wurde nicht durchgeführt.

Grüße, Florian

Dear PasoBet, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hallo Karla,

folgend meine Antworten:

1. Dies ist die erste Auszahlung, davor hat noch keine Auszahlung erfolgreich stattgefunden

2. Es wurde bisher keine Verifizierung verlangt, weshalb ich diese auch nicht machen konnte. (Screenshot)

3. Ich hab den Sport Ersteinzahlungsbonus gewählt und diesen komplett nach den offiziellen Regeln umgesetzt. Aktuell ist kein Bonus aktiv.

4. Ich habe hauptsächlich auf sport gewettet.

5. Den Verlauf mit dem casino habe ich per Mail geschickt.

Vielen Dank und viele Grüße.

Dear PasoBet,

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, Barbora, (barbora.p@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

Alles klar, danke für die nächsten Schritte!

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Roby Casino representative to join this conversation.

Dear Roby Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear PasoBet,

Following a consultation with the relevant department regarding your pending withdrawal request, we have been informed that additional verification is required to proceed. We kindly ask that you provide a clear copy of your government-issued ID and a verification selfie.

Please upload these documents directly to your account by navigating to the verification section in your profile settings.

Once your documents have been uploaded and successfully reviewed, we will finalize the processing of your withdrawal. Thank you for your cooperation and for helping us maintain a secure environment for all our players.

Best regards,

Roby Casino Team

Liebes Roby Casino Team,

die geforderte Verifizierung habe ich schon vor 2 Tagen vorgenommen. Der status ist auch schon "bestätigt".

Sehen Sie hierzu anbei den Screenshot.

Dear Roby Casino,

Thank you for your response.

The player has confirmed that all requested verification documents were submitted and, according to the provided screenshot, the status is already marked as "confirmed."

Could you please clarify:

• Whether the verification process has been fully completed on your end, and
• When the player’s withdrawal is expected to be processed?

If there are any remaining requirements or issues preventing the payout, kindly specify them in detail so the player can address them without further delay.

Thank you in advance for your cooperation.

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

Dear PasoBet,

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,

Barbora