The player from Italy files a complaint against RobyCasino for not processing his request for permanent account closure due to gambling addiction, which he submitted on February 8, 2025. Instead of acting on his clear statement, the casino requested additional confirmation, causing frustration. He seeks a review of the situation and a refund of any losses incurred after his request.
Roby Casino - Player requests account closure due to gambling problems.
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Waiting for player to reply
6d 23h 45m 36s
Roby Casino
Safety Index 5.7 Below averageCase summary
Discussion
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12 hours ago
Translation
Good morning,
I would like to file a complaint against RobyCasino regarding the handling of my request for permanent account closure due to gambling problems.
On February 8, 2025, I wrote directly to support@robycasino.com asking:
"I want to permanently close my gaming account due to gambling addiction."
My request was therefore explicit in both fundamental respects: I clearly stated that I had gambling problems and I requested permanent closure.
The casino received the communication and assigned me ticket # 24029486 .
On February 9, 2025, rather than simply protecting/closing my account based on my statement, RobyCasino informed me that in order to proceed, I would need to "accept and confirm" my decision again by replying to the email.
I believe this is the crux of the complaint. I didn't request a standard closure for general reasons, nor did I express uncertainty about my decision. I had specifically disclosed a gambling problem and requested a permanent closure.
I therefore ask Casino Guru to evaluate whether it would be appropriate to subject a self-exclusion request motivated by gambling addiction to a further confirmation procedure, rather than promptly protecting the player after receiving such an explicit communication.
I'm attaching the original screenshots showing my request, the date, the recipient's address, the ticket number, and the response I received from RobyCasino.
I also request that RobyCasino provide Casino Guru with the exact date and time my account was actually blocked, along with my complete history of deposits, withdrawals, and gaming activity since my request for permanent closure.
If any losses are incurred after RobyCasino received my gambling addiction declaration and request for permanent closure, I request a refund of the net losses accrued during that period, as I believe I should not have been able to continue depositing and playing after such a request.
I therefore request Casino Guru's assistance in examining the case on the merits and in providing RobyCasino with all the necessary documentation.
Best regards,
Bernardino Martino
Automatic translation:
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14 minutes ago
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14 minutes ago
Dear Ettore,
Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.
I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:
"Self-exclusion request: You can contact the Support Service Team via e-mail at support@robycasino.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts."
To better understand your case, could you please clarify a few points?
- Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
