Roby Casino - Player's self-exclusion request is delayed.

Habe dem Casino schon mehrfach geschrieben das ich eine Self-exclusion beantrage! Bis heute ist nicht passiert!

Bitte um Info.

Dear Plakat,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Plakat,

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.

Wurde erledigt!

Could you please provide more details regarding your response? Is your account now closed?

Dear Plakat,

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.

Hallo, nein kann mich noch immer Einloggen und bekomme weiterhin Spam Mails zur Aufforderung zum Spielen mit Bonusse!

Lg

kann mich noch immer einloggen und spielen! Bekomme noch immer Salami Mails und Aufforderung zum Spielen mit Bonusse.

kann mich noch immer einloggen und spielen! Bekomme noch immer Salami Mails und Aufforderung zum Spielen mit Bonusse.

jetzt ist meine email richtig!

Thank you for the emails.

Just to confirm, am I correct in understanding that you requested self-exclusion due to gambling addiction for the first time only two days ago, on 5 May?

Have you received any response from the casino besides the automatic confirmation that your email has been received?

Ja, das Casino wurde heute geschlossen!

Dear Plakat,

According to the available evidence, you submitted your self-exclusion request on 5 May, and the casino closed your account on 7 May. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Roby Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Thank you for your understanding.

Best regards

Veronika

Casino Guru Team

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.