The player from Germany had self-excluded himself from the casino on April 6, 2026, but was later contacted with offers, which led to his account being reopened without his consent. After depositing and losing €295, he sought a refund, claiming that the casino had violated its own rules. The complaint was marked as resolved after the player confirmed satisfaction with the outcome. Although the resolution details were not specified, the case was closed with the player's cooperation.
Roby Casino - Player requests refund after account reopening.
Resolved
Our verdict
Case closed
Amount: €295
Roby Casino
Safety Index 5.7 Below averageCase summary
Discussion
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1 month ago
Translation
Good day. On April 6, 2026, I informed the casino that I was a gambling addict and requested that my account be closed immediately. According to their response, this was done. On May 22, 2026, I suddenly received an email with a free bonus of €50 and €30 cashback. Lured by this offer and the fact that my account was suddenly open again, I deposited and lost €295. This should not have happened since I had already self-excluded. I informed the casino of this and requested a refund of the €295. So far, I have received no response. I want the €295 back because the casino has violated its rules and fraudulently obtained my money.
Automatic translation:
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1 month 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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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roby Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues from April 6th? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationI submitted everything to them by email.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kavalor,
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,
Tomas
