Roby Casino - Player's account is reactivated without permission.

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.

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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

Hello Attila,

Thank you for your reply and for looking into my case.

Here are the answers to your questions:

• Do I still have access to the account?

Yes, unfortunately I still have access. Even though they confirmed the account was closed on 20 April 2026, the account was later reactivated without my permission and I was able to log in and play.

• KYC verification?

Yes, I had already passed KYC verification before requesting the account closure.

• Additional communication:

I am attaching the following:

1. Roby Casino’s official confirmation that my account was closed (dated 20 April 2026, Request #48207531).

2. My email sent to Roby Casino from 17.4.2026 demanding permanent closure.

3. Screenshots of promotional emails I received after the closure - month after closure as you can see on dates.

My mail to RobyCasino - 48hours ago on which i did not receive reply:

Please let me know if you need anything else.

My main demands are:

• Full refund of 1020 EUR

• Permanent and irreversible closure of my account

Thank you very much for your help.

Best regards

Subject: Re: Complaint about Roby Casino – New Evidence (Promotion sent today)

Hello Attila,

Thank you again for your help.

I am writing to provide important new evidence. Even though I have requested permanent account closure multiple times and they confirmed on 20 April 2026 (Request #48207531) that the account was closed, I received another promotional email from Roby Casino today (25 May 2026).

In this email they informed me that 102€ VIP cashback has been added to my account. This clearly shows that:

• My account is still active

• They continue to send promotions

• They are completely ignoring my self-exclusion request

I have attached the new promotional email from today.

My demands remain the same:

• Full refund of 1020 EUR directly to my NLB debit card (not as casino balance)

• Permanent and irreversible closure of my account

Please let me know if you need any further information.

Thank you very much.

Best regards.

Dear ElGrinch93, Thank you for your response. Please note that we will not be unable to assist if there are threats of chargebacks against the casino. From our experience, online casinos do not like threats (especially chargeback ones), and in many cases, it has exactly the opposite effect compared to the desired progress. Therefore, and also for the future, I would strongly recommend you change the way you communicate and solve problems. After making chargebacks, you can even face problems in other online casinos as many of them share the same databases of "high-risk" players. In addition, a bank initiating a chargeback process should also investigate the matter and circumstances with the receiver of the payment(s). It means that in case of enough evidence from the receiver (confirmation about the player's remaining balance/successful withdrawal), the chargeback could be denied.

Could you kindly confirm the total amount you have deposited since your request for self-exclusion from the casino? Additionally, could you provide receipts for your payments? You can reach me at attila.g@casino.guru, or post screenshots here.

Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ElGrinch93,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila