The player from Germany self-excluded himself from the casino on April 6, 2026, but was later contacted with offers, leading to his account being reopened without consent. After depositing and losing €295, he seeks a refund, claiming the casino violated its own rules.
Roby Casino - Player requests refund after account reopening.
Opened
Current status
Waiting for player to reply
6d 19h 41m 16s
Roby Casino
Safety Index 5.7 Below averageCase summary
Discussion
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Public
yesterday
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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4 hours 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 hours 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
