Roby Casino - Player’s account closure request is ignored.

Guten Tag,

mich fordere schon länger das robycasino auf mein Konto zu sperren löschen und mir keine Spam Angebote per Mail zu senden ohne Erfolg.

Wenn ich auf dressiere versuche den Support zu kontaktieren per Live Chat öffnet sich kein Fenster zum Schreiben.per Mail bekommt man keine Nachricht.

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Dear 9s7qy4yjfx43,

Thank you very much for submitting your complaint. I’m sorry to hear that you are having difficulties contacting Roby Casino and requesting account closure and self-exclusion.

To understand the situation more clearly, could you please confirm the following details?

• When did you first request the casino to block and delete your account (date)?
• Did you mention self-exclusion due to gambling problems or addiction in your messages, or was it a general request for account closure?
• Have you received any automated responses from the casino, or no reply at all?
• Are you still able to access the account and gamble, or is the account partially blocked?

Since you mentioned that live chat and email are not working for you, I would recommend sending a new self-exclusion request to the following address (and keep a copy of the message for your records):

support@robycasino.com

In the email, include the following:

• Your full name
• Registered email address / username on the casino account
• Clear statement that you are requesting self-exclusion
• The reason (e.g. gambling addiction / loss of control), if applicable
• Request to stop all marketing communication (emails, promotions, etc.)

If you don’t receive a reply after this, please let us know so we can evaluate the next steps. If you have screenshots or sent messages you would like us to review, feel free to forward them to petronela.k@casino.guru.

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.

16.09.2025 war die erste Mail das mein Konto geschlossen werden soll und ich habe erst letzte Woche erneut eine Mail geschrieben aber es kommt keine Antwort mein Konto ist immernoch frei zugänglich und Einzahlungen funktionieren ebenso allgemeine Anfrage zur kontoschließung

Hi 9s7qy4yjfx43,

Thank you very much for your update. I’m sorry to hear that your account is still active and that the casino has not responded to your requests.

To continue, could you please send me supporting evidence of your previous contact attempts — for example, screenshots of the emails you sent to the casino or any automated replies you may have received? You can upload them here or forward them to petronela.k@casino.guru.

Additionally, may I ask if you have already sent the email to support@robycasino.com exactly as suggested in my previous message? If yes, please confirm and, if possible, forward a copy of that message as well.

When contacting the casino, I also recommend that you clearly state the reason why you want to close your account (for example, gambling-related issues, loss of control, or another reason). This is very important, especially if the closure request relates to responsible gambling, because licensed operators are required to act accordingly.

Thank you in advance for your reply.

Hi 9s7qy4yjfx43,

Thank you for sharing the emails you sent to the casino. I have reviewed them carefully.

I would like to emphasize an important point: your previous messages request account closure, but they do not clearly state the reason for the request. This distinction is crucial.

If you want to ensure that:

• your account is properly closed,
• it cannot be reopened in the future, and
• the casino is obligated to act without delay,

you must clearly state the reason for the closure — especially if it is related to gambling problems or loss of control.

At the moment, since your messages were phrased as a general request ("close my account / I don’t want to play"), the casino may treat them as a standard account closure, which unfortunately does not always trigger immediate action or permanent restrictions.

Because your account is still open and deposits are still possible, it is very important that you now send a proper and explicit request, exactly as previously suggested.

Please send a new email to support@robycasino.com and include all of the following:

• Your full name
• Your registered email address / username
• A clear statement that you want your account closed
• The reason for the closure (for example: gambling addiction, loss of control, or responsible gambling concerns)
• A request for permanent closure / self-exclusion
• A request to stop all marketing communication

For example, you may write something like:

I am requesting immediate and permanent closure of my account due to gambling-related problems and loss of control. I do not wish to gamble anymore and I request permanent self-exclusion. Please confirm that my account is closed and that it cannot be reopened in the future. I also request that all promotional and marketing emails be stopped.

Once you have sent this email, keep a copy of it and let me know. If the casino still fails to respond or act after receiving a clear and properly worded request, we will then have much stronger grounds to intervene.

Thank you for your cooperation.

Dear 9s7qy4yjfx43,

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.

Ich habe eine email wo vorgeschlagen an das Casino gesendet

Ich habe aber auch noch 3500€ auf dem Konto

Wieder alles weg und noch mehr eingezahlt weil mein Konto immernoch frei ist

Können sie die Diskussion bitte privat stellen wegen den Screenshots mit der email

Hello 9s7qy4yjfx43,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello 9s7qy4yjfx43,

Thank you for your message.

First, please be assured that the screenshots you uploaded are marked as sensitive attachments. This means they are not publicly visible and can only be accessed by you, the casino, and our team.

More importantly, I must strongly emphasize the following: so far, we have not received any evidence showing that you clearly and explicitly informed the casino of the reason for your self-exclusion request (for example, gambling-related problems or loss of control).

This is a crucial point. Without a clear statement of responsible gambling reasons, the casino is not formally obligated to immediately and permanently block your account, which is why the situation has unfortunately continued.

I strongly urge you to send a new email immediately to support@robycasino.com, clearly stating that you are requesting permanent self-exclusion due to gambling-related issues, and to request the immediate blocking of your account and cessation of all marketing communication.

Please make sure to CC me at petronela.k@casino.guru on that email and keep a copy for your records.

Once this has been done, please inform me here so we can proceed with the next steps. Without clear proof that such a request was sent, our ability to intervene remains very limited.

Thank you for your cooperation.

Dear 9s7qy4yjfx43,

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.

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