The player from Germany had faced ongoing issues with his account being blocked multiple times and was still awaiting a refund of €1064, which had been promised after the last blockage. Despite extensive communication with the casino, he continued to receive the same response that the issue was under review, and he had been waiting for five months. The player confirmed he had locked the account himself and last heard from the casino in June 2025, when payment was promised. We were unable to proceed due to the player's insufficient response to our requests for documentation and detailed communication. Consequently, the complaint was closed for the time being, though the player could reopen it by resuming contact.
Roby Casino - Player’s refund is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,064
Roby Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
I had my account blocked back then, and it was confirmed. However, after a month I was able to access it again and deposited €1064. The account was then blocked again, and I received an email confirming that the €1064 would be refunded. This hasn't happened to this day. After countless live chats and 30 emails, I keep getting the same response: "It's being reviewed." Nothing more has come of it. I've been waiting for five months already.
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3 months 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 does that, do not share any information.
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.
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3 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify when your account was closed for the first time? Who initiated the closure — was it you or the casino? If you requested the closure, please forward me the original account closure request at veronika.f@casino.guru.
- Could you kindly describe in more detail why your account was reopened after one month?
- When was the last time the casino communicated with you regarding your refund request?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
TranslationLast contact in May of this year was on June 20, 2025, with confirmation that payment would be made; after that, nothing more was heard.
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3 months ago
TranslationI locked the account myself and haven't unlocked it again.
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2 months ago
Thank you for your replies. I sincerely apologize for the delay in responding. We are currently managing over 1,100 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. Please note that we have a 7-day response window for each complaint, and we will always get back to you as soon as we can. Thank you very much for your patience and understanding.
Additionally, I have not yet received the files I requested in my first response. Please note that in order to investigate complaints properly, we require as much detailed information from you as possible. Could you kindly provide the documents and answer the questions I previously sent?
- Could you please specify when your account was closed for the first time? Who initiated the closure — was it you or the casino? If you requested the closure, please forward me the original account closure request at veronika.f@casino.guru.
- Could you kindly describe in more detail why your account was reopened after one month?
- When was the last time the casino communicated with you regarding your refund request?
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2 months ago
TranslationHello Veronika, I sent you an email. Kind regards, havana1993
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2 months ago
Thank you for your email. I am sorry to see that you no longer have the email regarding your account closure request. Could you at least forward me the subsequent communication between you and the casino regarding the promised refund? Kindly forward me the original emails, not just screenshots, starting from 20 June onwards. Thank you for your cooperation.
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2 months ago
Dear Havana1993,
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.
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2 months 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,
Veronika
Casino.Guru
