The player from Greece found his account blocked without explanation from customer service, which cited it as a management decision. Additionally, he had a pending withdrawal of €230 that had not been processed for three days, raising concerns about receiving his funds. The issue was resolved after the player confirmed that no verification had been requested by the casino and that he had previously received withdrawals in a timely manner. The Complaints Team assisted in clarifying the situation, leading to the player marking the complaint as resolved.
Roby Casino - Player’s account has been blocked.
Resolved
Our verdict
Case closed
Amount: €230
Roby Casino
Safety Index 5.7 Below averageCase summary
Discussion
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11 months ago
Translation
Good evening,
This afternoon I tried to log into my account and the casino had blocked it. I spoke to customer service and they told me it was a management decision, but they didn't explain why. I have a €230 withdrawal pending for three days. I'm worried that the money won't be deposited.
Automatic translation:
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11 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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11 months ago
TranslationNothing yet at this casino. No verification was requested by the platform. I was playing slots and I won with real money. No matter how many times I write to them, they answer that the money is safe and the deposit will be made. I have won before at this casino and in 2-3 days the deposit was made..and not large amounts, around 200 €. That's why I'm more worried now
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11 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear VasilisV,
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,
Kristina
