The player from Italy experiences issues with Roby Casino, which fraudulently reopened her account despite her requests for permanent closure due to gambling addiction. After depositing 1406 euros and losing control again, she urgently seeks a definitive account closure and a refund of her deposits, citing the casino's failure to adhere to responsible gaming practices.
Roby Casino - Player’s account has been reopened against her wishes.
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Roby Casino
Safety Index:Above averageCase summary
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4 days ago
Translation
Hello, I had an account with Roby casino, and due to my gambling addiction I requested the PERMANENT closure of the account on 10/11/2024 I received an email from the casino support confirming gambling problems.
Last year (2025) around March
Suddenly, I received several emails and text messages on my cell phone from robycasino offering free spins and deposit bonuses.
They fraudulently reopened my account and I deposited and lost a lot of money.
After yet another dispute and a new request in 2025 for my account to be permanently closed due to very serious pathological gambling problems via email, this year again suddenly I receive emails from their casino with bonuses and invitations to play and obviously I lost control because of my
compulsive gambling disorder and I have deposited and lost 1406.00 euros in recent days!
I asked them why they opened my aitoexcluded account without receiving any response or consideration (I have screenshots of the chats).
So today I urgently requested the immediate and definitive closure of my account again due to compulsive gambling problems and I asked for the refund of my deposit because I should no longer receive promotional emails and text messages and I should not even be able to access and make deposits on the same.
I closed the account twice!
The casino has not respected its commitment to responsible gaming and has not protected me as a player, causing me serious financial and health damage and is therefore required to return my deposit and, once and for all, add my name to the list
of accounts permanently closed, following the example of other more serious and honest casinos.
I also note that I have self-excluded myself from every imaginable and possible online casino, and I have also done so via the AAMS website for several years.
Automatic translation:
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15 hours ago
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15 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roby Casino. We are sorry about the recent development.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you asked the casino to refund due to failed player protection? With what result?
- Could you please specify when you were active in the casino? When was your account reopened?
- Is your player's account already closed?
- Would you be able to share with me any responses you received from the casino as evidence of the incident?
- Could you please share with me your communication with the casino regarding the issue? 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
