Roby Casino - Player's account is closed without clear reasoning.

I only played raw balance and tried to withdraw 70€ and got asked for kyc check. I did submit all documents and after a while my account got closed with only the info that I violated TC 9.1 and nothing else. Customer support told me that I didnt pass verification but couldnt give me any more info on why is that. I cannot possibly think of anything that I could have even violated in the 9.1 in T&C.

I attached images of the closure email, error on site and their t&c 9.1

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Which documents have you provided to the casino during the verification process? Were you asked to submit any documents multiple times?
• Was the personal information found in your player's profile truthful and identical to the documents you submitted?

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

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

• Only played one time so maybe 4 days that my account was on the casino.
• I believe that my account was blocked 23rd of September when I received the closure email.

What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

• Only slots

Which documents have you provided to the casino during the verification process? Were you asked to submit any documents multiple times?

• They asked and I provided them my ID (passport), bank statement from last 3 months I believe and a picture of me, my passport and the casino in the same picture. They accepted the 1st 2 documents but asked for a better picture for the last one since the casino logo wasnt clear enough.

Was the personal information found in your player's profile truthful and identical to the documents you submitted?

• I believe so. I cannot confirm since my account is blocked, but I use autofill always on casinos and I don't see anything wrong with it.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear zenko,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Roby Casino to join this conversation and assist in addressing the complaint.

Dear Roby Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Roby Casino Team

Dear all,

I hope this message finds you well.

We would like to inform you that the reason that the player's account was closed and withdrawal cancelled is because after checking the player's Bank statement with the transaction history, the KYC department found that the client received funds from 3rd party and then right after they were deposited to our casino which is T&C breach.

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;
• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

We hope this clarifies the matter.

Best regards,

Roby Casino Team

So if I am understanding this correctly I am not allowed to receive money from someone on the same day I make a deposit? I can guarantee that I read rules and wouldn't do anything like this. The bank statement that I sent the casino only has dates of the transactions so I think that it is very unfair to assume that I received and played someone elses money.

Dear Roby Casino,

Thank you for your response and for the information you have provided.

To verify the details of this case, could you please provide us with the relevant bank statement referenced by your KYC department? You may send it directly to my email address at stefan.m@casino.guru.

I appreciate your cooperation and look forward to your response.

Dear Stefan,

I hope this message finds you well.

We will provide you with the relevant info shortly.

Best regards,

Roby Casino Team

Dear Roby Casino,

I hope this message finds you well. I would like to inform you that I have not yet received any email from your side. Could you please let me know once it has been sent?

I appreciate your attention to this matter and look forward to your response.

Dear Stefan,

I hope this message finds you well.

We have sent you the email with the requested info. Kindly review it at your earliest convenience.

Best regards,

Roby Casino Team

Dear Roby Casino Team,

Thank you for your response. I have received your email and have replied with an additional request for further information.

I look forward to your reply.

Dear Stefan,

We have replied to your request through email.

We will await your response.

Best regards,

Roby Casino Team

Dear Roby Casino,

Thank you for your response. I confirm that I have received your email and have replied with an additional request for further information.

I look forward to your reply.

Dear Stefan,

Thank you for your response. We confirm that we received your email and we are currently reviewing it.

Rest assured we will get back to you once we have updates.

Best regards,

Roby Casino Team

Dear Roby Casino,

Thank you for your response and continued cooperation.

Please keep us informed regarding any developments in this matter.

I look forward to hearing from you soon.

Dear Stefan,

We have replied to your request through email.

We will await your response.

Best regards,

Roby Casino Team

Dear Zenko,

Could you please provide us with the bank statement you submitted to the casino support team for verification? Receiving this document will greatly assist us in moving forward with your case.

You may send it directly to my email address: stefan.m@casino.guru.

Thank you for your cooperation. I look forward to your response.

I sent the bank statement to your email address.

Dear Zenko,

Thank you very much for providing the bank statement. We kindly ask for a little time to review the document thoroughly. Your patience and understanding are greatly appreciated.

Hello zenko,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We regularly share payments of shops, restaurants and such and then send the money back to other one. Also we very regularly lend money to each other.

Dear Roby Casino,

I have sent you an email containing additional questions. Please let me know once you have responded.

I look forward to your reply.

Dear Stefan,

Yes, Thank you for your email.

We have reviewed your message and contacted the relevant department for further details.

We will update you as soon as we receive the required information.

Best regards,

Roby casino Team

Dear Roby Casino Team,

Thank you for your update. We appreciate you contacting the relevant department on this matter.

We will await your message once the required information has been received.

Dear Stefan,

We would like to inform you that we have replied to your previous email. Kindly check the response provided and review the information shared there.

If you have any further questions or require additional clarification after reviewing our reply, please do not hesitate to let us know.

Best regards,

Roby Casino Team

Dear Roby Casino,

I have responded to your previous email. Please let me know once you have reviewed it and provided your reply.

I look forward to your response.

Dear Stefan,

We are writing to confirm that we have submitted a response to your previous email.

Our team is currently reviewing the next steps, and we will provide further updates as more information becomes available.

Thank you for your patience and continued engagement.

Kind regards,

Roby Casino Team

Dear Roby Casino,

Thank you for the confirmation.

I acknowledge your message and appreciate the update. I have responded to your email and we will await further information once your team has completed the review of the next steps.

Dear All,

We are writing to provide a brief update regarding the status of the case,

As previously mentioned, we have escalated this matter to the relevant department for their review and action. While we are still awaiting a response, please be assured that we are following up regularly to ensure a resolution is reached as soon as possible.

We will notify everyone immediately once we receive further information or a definitive update.

Thank you for your continued patience and understanding.

Kind regards,

Roby Casino Team

Dear Roby Casino,

Thank you for your response and continued cooperation.

Please keep us updated regarding the matter.

We look forward to your response.

Dear Stefan,

We are writing to inform that we have submitted our response to your email.

Please let us know if you require any further clarification or if there are additional steps we need to take at this stage.

We look forward to your acknowledgment of receipt.

Best regards,

Roby Casino Team

Dear Roby Casino,

Thank you for your response and continued cooperation.

I have responded to your email and will be awaiting your reply.

Dear Stefan,

We are writing to confirm that we have submitted a response to your email.

Thank you for your patience and continued engagement.

Kind regards,

Roby Casino Team

Hello zenko,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Roby Casino,

Thank you for your response and continued cooperation.

I have responded to your email and will be awaiting your reply.

Dear zenko,

Following a further review of your case with our internal team, we have reconsidered our previous decision. We are pleased to inform you that we have decided to make a one-time exception and proceed with a refund of 70 EUR.

To ensure the transaction is processed securely, please provide your necessary bank details by replying to the separate personal email we have just sent to your registered address. For security reasons, please do not send sensitive financial information in response to this specific thread.

Once we receive those details, our finance department will initiate the transfer.

Thank you for your patience.

Best regards,

Roby Casino Team

Dear Zenko,

We hope this message finds you well.

We are pleased to inform you that your refund transaction has been successfully completed.

We appreciate the time you spent with us and wish you all the best moving forward.

Kind Regards,

Roby Casino Team

Dear Roby Casino,

Thank you for your response and we appreciate your cooperation.

Dear zenko,

Could you please confirm the receipt of the funds?

We look forward to your response.

Yes, I have received the funds. Do you want some proof of it? Thanks for the help so much in advance.

Dear zenko,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru