The player from Spain had his account placed under review and was then notified of its closure with around €1,200 in winnings. He only learned that verification was required after losing access, submitted the requested documents, and waited about two weeks without a response; a mid-November withdrawal remained pending and was later cancelled because he could not access the account. He was told the account was closed with no possibility of reopening and received no reason for the closure. We were unable to provide further support as the casino's reason for blocking the account could not be properly evaluated, leading to the complaint being closed without further intervention.
Roby Casino - Player’s account has been closed.
Closed
Our verdict
Other
Amount: €1,200
Roby Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
Hello, a month ago, with a balance of around €1200 in my account, it was closed. When I tried to log in, it said my account was under review. After contacting customer service multiple times and sending emails, they told me to try clearing my browser cookies, changing my browser, etc. When that didn't work, I had to email them again, trying to understand why my account was under review. After discovering they were requesting documentation for verification (because they hadn't informed me of this at any point, I had to ask customer service for an explanation), I sent them all the documentation I had and that they requested. I've been waiting for a response for about two weeks now, and it still hasn't arrived.
The last withdrawal I requested in mid-November was left hanging, and coincidentally, it was cancelled a week ago (they cancelled it because I don't have access).
Furthermore, in one of those emails they also told me that they were closing my account with no possibility of reopening it (I don't know if it's true or not because they didn't give me any reasons either)
Automatic translation:
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4 months 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 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.?
- Could you please advise which documents you have already provided and when exactly you sent the last one? Do I understand correctly that you haven't received any notification regarding successful verification until now?
- 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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4 months ago
Translation- I only placed sports bets
- I sent all the documentation in a single email. Among the documents (which a chat operator provided, I reiterate; they didn't tell me anything about them via email), I sent: a selfie holding my ID; a statement from one of the cards I used; they asked for an Apple Pay statement from October, but I explained that I couldn't provide it because Apple Pay doesn't accept documentation older than one or two weeks; a photo of the card (it was a virtual card, hence the screenshot) I used to make the deposit, covering some of the information; and a selfie with my ID and the betting site logo, both on a mobile phone and on a computer with the site open in the background. I haven't received any confirmation of anything I sent, beyond the typical message that my request had been received and reviewed by their staff.
- I haven't used a single bonus; all the balance was deposited by myself.
Automatic translation:
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4 months ago
Thank you for your reply, bancotrafalgar. I apologize, but I am afraid I don't have good news for you. If you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. I truly understand how frustrating this situation must be for you. However, we must be clear — in this case, we are unable to provide further support.
Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
