The player from Italy experienced 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 sought a definitive account closure and a refund of her deposits, citing the casino's failure to adhere to responsible gaming practices. The issue was resolved after the casino issued the refund following the player's repeated requests and acknowledgment of their mistake. The complaint was marked as resolved by the Complaints Team upon confirmation of the refund.
Roby Casino - Player’s account has been reopened against her wishes.
Resolved
Our verdict
Case closed
Amount: €1,406
Roby Casino
Safety Index 5.7 Below averageCase summary
Discussion
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3 weeks 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.
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3 weeks ago
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3 weeks 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
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3 weeks ago
TranslationDear Tomas,
Thanks for the reply.
- Yes, I requested a refund from the casino last year for the same issue and they refunded me, acknowledging their mistake.
- I don't know exactly when they reopened it, I started receiving aggressive advertising emails and text messages from them at the beginning of April this year (same thing happened last year).
- I started playing on May 6, 2026 until May 9, having discovered that someone fraudulently reopened my account from the casino.
- the account is now closed after my umpteenth request.
- sure I attach screenshot
Anyway, despite the response from the casino I still haven't received the refund.
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2 weeks ago
TranslationI confirm that they issued the refund today.
serious and responsible casino
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2 weeks ago
Dear Micia73,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
