Roby Casino - Player’s account has been closed without explanation.

I registered at the casino in question on 26.06.2026. After that, I deposited €50. I did not take any bonuses or free spins. I started playing slots and won small (30-50) amounts from different games. When I had finished playing a slot game bonus, the site kicked me out. When I tried to log in to the site, I received a text saying that my account had been closed and was being reviewed. I contacted the casino by email and received a response that my account had been closed by an administrative decision. When I asked what the decision was, the answer was: it is a final decision by the administration and it is not negotiable. And that the decision is based on our terms of use. I have asked which part of the terms of use I have violated because I do not think I have violated any terms. I have not received an answer to this yet. I lost a small (€50) amount, but I had won a reasonable amount. So my account had about €400.

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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 I can better understand the situation.

• What games from which game providers did you play to accumulate your winnings?
• Could you please share with me your communication with the casino regarding the issue or any other supporing evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi, thanks for your reply. I mostly played Playngo and Netent. So I played slots; including Rise of Olympos 100, Rise of Olympos, Gonzos Quest, Wild Wild Riches, Esqueleto Explosivo 2 where I got a bonus and when it was over with a €50 win, the site crashed and I couldn't log in anymore.

Thanks for your reply and the information provided via email.

• Have you taken screenshots of any wins before your account was closed where your balance was visible?
• Has the casino provided you with a justification for confiscation of your winnings?
• Has the casino refunded your deposit?
• Was your account verified, or has the casino asked you to provide any documents to complete the process?

Please let me know.

Hi, thanks for your reply. Unfortunately I didn't take screenshots of the winnings. I didn't think it was necessary and my account was deleted so suddenly, without warning, that it was no longer possible.

The casino has not provided any justification for my exclusion from the account, only these emails stating that the closure was made by administrative decision and another email stating that the decision was based on the terms of use. I posted a response to this question asking which part of the terms of use I have violated (because I don't think I have violated anything) but there has been no response to this.

The casino has not returned my deposit. And there has been no contact from them for about 2 weeks.

The casino never asked for account verification or anything else, just suddenly closed my account.

I hope these answers are helpful to you.

Kind regards,

Arto

Dear Arto62,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you for your reply and effort,

Kind regards

Arto

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Roby Casino representative to join this conversation.

Dear Roby Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Arto62,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your case is currently under review and you will be contacted as soon as possible with further information.

We thank you for your understanding.

Kind regards,

RobyCasino Team

Dear Roby Casino Team,

Thank you for your response.

I appreciate the update. I will await the outcome of your review and your clarification regarding this case.

Dear Arto62,

Thank you for your patience.

We are happy to inform you that your account now has been opened.

Thank you for your understanding.

Kind regards,

RobyCasino Team

Dear Arto62,

Thank you for the update.

I am pleased to hear that your account has been reopened.

Could you please confirm whether you are now able to log in successfully and whether your full balance of approximately €400 is available in your casino account? Additionally, please let us know if you have been able to request or receive your withdrawal.

I will keep the complaint open until we receive your confirmation that the issue has been fully resolved.

I look forward to your reply.

Dear Arto62,

Please be informed that your account requires verification.

We would kindly ask you to check your emails where we informed you which documents are needed in order to complete the verification.

Please upload the requested documents within your profile.

Once the verification is complete your withdrawal request will be processed.

Thank you for your understanding.

Kind regards,

RobyCasino Team

Hi, thanks for your reply. I can confirm that I have access to my account again. In addition, a balance of about €390 was deposited in my account. I made a withdrawal from it and the casino then asked to verify my account. I sent the required documents to KYC by email today. Now I am waiting for them to be approved and the money to be withdrawn.

Kind regards,

Arto

Dear Arto62,

Thank you for the update. Hopefully, the verification process will be completed without any further issues.

For now, I'll keep the complaint open while we wait for the outcome of your KYC verification and withdrawal. Please let me know once your documents have been approved and whether you successfully receive your funds.

I look forward to hearing from you.

Hi, here's a little update. My withdrawal request was canceled on 23.07.26 by the casino. I first sent the confirmation documents they requested by email on 22.07.26 and then uploaded the documents to my Roby casino account profile on 23.07.26. I still haven't received anything about my account confirmation. There is such a change in my game account that withdrawals have been blocked by the operator. But let's hope that I start hearing about that confirmation.

Kind regards,

Arto

Dear Roby Casino Team,

The player has confirmed that the requested KYC documents have already been submitted. Could you please provide an update on the verification process and let us know whether anything else is required from the player? If not, when can they expect the verification to be completed and the withdrawal to be processed?

Dear Arto62,

Thank you for your patience.

We are happy to inform you that your account has been successfully verified.

Furthermore, please note that your withdrawal request has been forwarded as priority and we expect the finalization in the nearest time.

We thank you for your understanding and cooperation.

Kind regards,

RobyCasino Team

Dear Arto62,

Thank you for your patience.

The casino has informed us that your account has been successfully verified and that your withdrawal has been prioritized. Could you please let us know once you receive the funds?

I'll keep the complaint open until your confirmation

Hi, a little update. I made a withdrawal on 27.07.26. The status is still being processed. So I guess the only thing to do here is to wait.

Kind regards,

Arto

Dear Arto,

Thank you for the update. Please keep us informed of any progress, especially once your withdrawal has been processed or if there are any further developments. We'll keep the complaint open until we hear from you.

Hello dear casino guru. I can announce that now finally, after about 5.5 weeks, I received my money from Roby casino. Patience and your invaluable help achieved the result.

In short: the good thing was that I got my winnings, as is expected from all legal rights. We didn't get any explanation for the closure of my account. Just something vague, with an administrative decision and regarding the terms of use.

So, logically speaking, this casino is doing this on purpose and if the account owner is unable/unable to do anything about it, the money will not be received.

So, this casino is definitely not worth playing at for anyone!

Thank you very much for your work, because without you I would not have been able to achieve this result. You are doing a really great job.

Kind regards,

Arto

Dear Arto,

Thank you for confirming that you have successfully received your withdrawal.

I'm pleased to hear that the funds have finally reached you and that this matter has been resolved. While I understand your disappointment that the casino did not provide a more detailed explanation for the initial account closure, I'm glad we were able to help ensure that your winnings were ultimately paid.

As the issue has now been resolved, I will mark this complaint as resolved in our system.

Thank you to both parties for your cooperation throughout the complaint process.

If you have a moment, we would also appreciate it if you could share your experience with our complaint resolution service by leaving us a review on Trustpilot:

https://www.trustpilot.com/review/casino.guru

Thank you in advance for your time.

Best regards,

Barbora

Casino.Guru