The player from Germany has faced ongoing issues with his account being blocked multiple times and is still awaiting a refund of €1064, which was promised after the last blockage. Despite extensive communication with the casino, he continues to receive the same response that the issue is under review, and he has been waiting for five months.
Roby Casino - Player’s refund is delayed.
Opened
Current status
Waiting for Casino Guru to reply
6d 6h 26m 41s
Roby Casino
Safety Index:HighCase summary
Discussion
Public
Public
2 days 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.
Automatic translation:
Public
Public
20 hours 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.
Public
Public
20 hours 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 [email protected].
- 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
