The player from Slovenia requested a permanent account closure for responsible gambling reasons, receiving confirmation from Roby Casino; however, the account was reactivated without his consent, leading to losses of 1020 EUR after the closure date. Despite contacting support, the issue remains unresolved, and he seeks a full refund and permanent closure of his account.
Roby Casino - Player's account is reactivated without permission.
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Current status
Waiting for Casino Guru to reply
5d 13h 50m 12s
Roby Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
3 days ago
Dear Casino Guru Complaint Team,
On 17.4.2026 I asked Roby Casino to permanently close my account due to responsible gambling reasons.
On 20 April 2026, they sent me official confirmation (Request #48207531) that:
• My account was closed as per my request.
• All access to games, promotions, and banking was deactivated.
• All marketing and promotional communications were stopped immediately.
Despite this written confirmation, I continued to receive promotions and my account was reactivated without my permission. I was able to log in and play, resulting in losses of exactly 1020 EUR after 20 April 2026.
I have already contacted Roby Casino support twice (including a follow-up after their confirmation) but the issue has not been resolved.
Attachments I will upload:
• Their closure confirmation email from 20 April 2026
• Screenshots of promotional emails received afterward
My demands:
• Full refund of the 1020 EUR lost after the closure date
• Permanent and irreversible closure of my account
Thank you for your assistance.
Public
Public
yesterday
Important notice:
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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.
Public
Public
yesterday
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Roby Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise whether you currently still have access to your account?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
