The player from Germany states that his account was permanently closed on May 7, 2025, due to gambling addiction, yet he has begun receiving advertisements and found his account reopened. He now requests a refund of his deposit of €198, claiming that the guidelines were violated.
Roby Casino - Player's account has been closed and reopened.
Opened
Current status
Waiting for player to reply
6d 22h 51m 17s
Roby Casino
Safety Index 5.7 Below averageCase summary
Discussion
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Public
2 days ago
Translation
On May 7, 2025, I received confirmation that my account had been permanently closed at my request due to gambling addiction.
Since the beginning of the year, I've been receiving Element advertisements and bonuses. Due to my addiction, I tried logging in and playing, and it worked! My account had simply been reopened!
Therefore, I demand my deposit of €198 back.
The guidelines were clearly violated.
Attached are the deposit details and the email from back then.
Automatic translation:
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1 hour 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 hour ago
Dear benediktmerkel,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?
- When exactly did you access your account again?
- Do you currently have access to your casino account?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
