The player from Germany reported that his accounts at six casinos operated by the same company as Kinbet had been mistakenly reopened after being previously closed due to his gambling problem. Despite having notified the casino of his issues, he continued to receive promotional offers that led to further losses before the accounts were re-deactivated. The Complaints Team engaged with the casino regarding the reopening and the discrepancies in the player's deposits. The casino confirmed that the reopening had been due to a technical error and clarified that only a €60 deposit had been processed and refunded, while the player asserted that he had deposited a total of €150. Ultimately, the complaint was marked as resolved, as the funds in question had not been processed by the casino.
Roby Casino - Player’s accounts were reopened without consent.
Case closed
Amount: €150
Roby Casino
Safety Index:HighCase summary
Hello,
I had a problem with the withdrawal at "Kinbet", which is operated by the same company as Robycasino, which was resolved with your help. Unfortunately, during this process my accounts, which had already been permanently closed, were reopened on a total of 6 casino websites operated by this company without my intervention.
Only after repeated requests were my accounts permanently deactivated again, but this process is completely irresponsible and should never have happened. I made those responsible aware of my gambling problem when they were first blocked, but I still received several emails from the various websites with bonus offers on the day the accounts were apparently automatically reopened.
This resulted in losses on my part that could have easily been avoided if my accounts had not been reopened.
Thank you very much in advance for your help!
Dear lolseinsohn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that your Roby Casino account was reopened?
- How many days did it take for the casino to close the account again?
- Could you please forward me the initial self-exclusion request you sent to the casino to close your account? My email address is [email protected]. Alternatively, you can post it 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,
Kristina
Hello Kristina,
yes, my account was reopened on Robycasino after I had already self-excluded without being asked to do so. I found out about this because I received bonus offers from several of the operator's casinos that day, which surprised me as I already had an active self-exclusion on all of these sites. The exact day of reopening was January 31, 2025, and since then I have been trying to have all accounts closed again. Robycasino closed my account again yesterday, February 12.
I will forward you the relevant emails between me and Robycasino.
Many thanks and kind regards!
Thank you very much for your reply, lolseinsohn. Do I understand correctly that you managed to deposit €150 (dispute value) after your account was reopened?
Hello Kristina,
Although I no longer have access to my account, I am fairly certain that I made 5 deposits of 30 euros each, for a total of 150 euros.
Best regards
Thank you very much, lolseinsohn, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) 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 lolseinsohn,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Roby Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Roby Casino,
Could you kindly provide detailed information regarding this case and clarify the reasons behind the reopening of the player's account, which was previously closed due to a gambling-related issue?
Thank you in advance for your attention to this matter. I look forward to your response.
Best Regards,
Kubo
Hello Kubo,
Thanks for your help! Currently there are no updates, I haven't heard anything from RobyCasino.
Best regards!
Dear lolseinsohn,
We are pleased to inform you that your refund has been successfully completed.
Kind regards,
Roby Casino Team
Dear RobyCasino team,
I am pleased that an agreement has been reached in this case. Thank you for your cooperation!
Can you find out why my account was reopened in the first place?
Dear Kubo,
Thank you again very much for your help!
Best regards
Hello RobyCasinio team,
I received two payments of 30 euros on Friday, making a total of 60 euros. However, after reopening my account, I deposited 150 euros, which should also be fully refunded.
Could you please explain to me the reason for this discrepancy?
Thank you and kind regards
Dear Roby Casino,
Thank you for acknowledging the issue and refunding the player. However, could you please clarify the discrepancy in the refunded amount, which is €90 less than the total deposited by the player? Has the remaining amount been processed as well?
Thank you.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear lolseinsohn,
I wanted to inform you that I have engaged in external communication with a casino representative and am currently awaiting details regarding the missing amount. I will update you as soon as I receive any information.
Thank you for your understanding and patience.
Hello Kubo,
Thank you very much for the information and your help!
Best regards
Dear lolseinsohn,
We apologize for the inconvenience caused by the reopening of your account at the end of January 2025. This was due to a technical error that occurred in the system.Regarding the refund request, it has been forwarded to the relevant department and as soon as there is an update, we will notify you accordingly.Thank you for your patience.
Kind regards,
Kingmaker Roby Casino Team
Dear Roby Casino,
Thank you for your message. Could you please provide an update on the current situation and let us know what the next steps will be?
I appreciate your cooperation.
Dear lolseinsohn,
Once again, we would like to sincerely apologize for the reopening of your account as a result of a system error.
Regarding your question about the 150 EUR deposit that was made after the account was reopened, it was cancelled by the provider, meaning it was never credited to your gaming account.
The only deposit that was made after the account was reopened was a 60 EUR deposit, which has already been successfully refunded.
We hope this helps to clarify the matter.
Kind regards,
Roby Casino Team
Dear RobyCasino team,
I'm 100% sure that I made a total of five deposits of €30 each, as I noted this before my account was closed again. You should be able to track all account transactions, but I'm certain it was exactly €150.
Thank you for your answer and kind regards!
Dear Jakub,
We have emailed you regarding the matter.
Kindly asking you to check your email and update us.
Thank you in advance.
Kind regards,
RobyCasino Team
Dear Roby Casino,
Thank you for your message and for providing the evidence regarding the player's deposits.
Dear lolseinsohn,
Unfortunately, it appears that the specific transactions you are referring to never reached the casino. If you have not yet received those funds back, I recommend contacting your bank to inquire about their current status.
Since these funds were not processed by the casino and all successful deposits in amount of €60 have already been refunded, there is nothing further we can assist with in this case. Therefore, I will proceed to mark the complaint as resolved.
Thank you for your cooperation. Should you experience any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We are always here to help.
Best Regards,
Kubo
