The player from Germany had experienced significant delays in processing withdrawals and had been trying to deactivate his account for two months without success. Despite repeated emails and interactions with live support, he received only automated responses and advertisements instead of assistance. The complaint was closed due to the player's lack of response to the Complaints Team's inquiries and reminders. The player retained the option to reopen the complaint if he chose to resume communication.
Roby Casino - Player is facing account deactivation issues.
Closed
Our verdict
Player stopped responding
Amount: ??
Roby Casino
Safety Index 5.7 Below averageCase summary
Discussion
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4 months ago
Translation
Hello,
I've been registered at this casino for about three months now. I've certainly deposited over €7,000 by now. This casino delays everything to the maximum extent. Withdrawals aren't processed for days "during the week," in the hope that you'll cancel them and continue gambling.
The live support feels like it's just an AI bot; you get the same copy-pasted texts for weeks on end.
Now to the topic.
I've been trying to deactivate my account for two months now. The live support, with its copy-pasted text, always referred me to my email address. I've sent at least 20 emails, requesting and confirming that my account be permanently deactivated.
I never received a reply to any of these emails. The only emails were advertisements, including more advertisements from the so-called VIP MANAGER, as well as ignoring my question and the unsolicited "here's a €100 cashback offer."
Since I'm apparently level 4, people are avoiding my question, being greedy, and simply ignoring it.
I don't know how a casino like that can even stay online anymore, because apart from the games, everything there is BAD. I can say that and confirm it after so many attempts.
Having to chase after this yourself is outrageous. Every other casino has the function directly accessible. Or at least on other sites, the live support is able to implement it... here, withdrawals and deactivation requests are ignored for as long as possible.
Best regards
Automatic translation:
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4 months ago
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.
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4 months ago
Dear traz1one,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with the casino, especially regarding delayed withdrawals and your repeated attempts to deactivate your account.
To better understand the situation and determine how we can assist you, I would like to ask you a few clarifying questions:
- When exactly did you first request the account deactivation, and through which channel (email address used, live chat, or both)?
- Did you clearly state whether you were requesting a simple account closure or a self-exclusion, and did you mention any specific reason for the request?
- Are you still able to log in to your account?
If you have copies of the emails you sent, chat transcripts, or any other relevant communication (including promotional emails received after your deactivation request), please feel free to forward them to petronela.k@casino.guru so we can review them in detail.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petronela
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.
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4 months ago
Dear traz1one,
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.
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4 months ago
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,
Petronela
Casino.Guru
