The player from Berlin had deposited money into Roby to claim a first deposit bonus but found the bonus gone after one day. She contacted support, which stated that the bonus was only valid for 24 hours, despite her understanding that it should have lasted for 7 days. The Complaints Team extended the bonus validity by an additional 7 days; however, due to a lack of response from her, the complaint was closed without further resolution. The player retained the option to reopen the complaint in the future.
Roby Casino - Player’s bonus has been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €25
Roby Casino
Safety Index:HighCase summary
Discussion
Public
Public
1 month ago
Translation
Hello, I deposited money into Roby for the first deposit bonus. It was from a different email address, but that's not the problem. The thing is, I received an email from them yesterday (10/6/25) and then received the 200% bonus and two 50 free spins, and now I wanted to carry on playing today but the bonus was gone. I contacted support and they said it was only valid for 24 hours, so I had deposited on October 6th and booked the bonus, and then it would be valid for 7 days. According to the offer, but those who say I only deposited later in the offer are not true, just look at the pictures. Please help, online casinos are getting worse and worse, it's really putting you off playing at a casino anymore, as more and more things are happening, it's just poor.
Automatic translation:
Public
Public
1 month ago
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.
Dear kowinskimanu,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Roby Casino. I have noticed that the offer is valid for 24 hours from the time the email is received. Can you confirm whether you activated the bonus within this timeframe, specifically, whether you opened the offer promptly upon receipt?
Thank you very much in advance for your reply.
Best regards,
Katarina
Public
Public
1 month ago
Dear kowinskimanu,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
