The player from Spain had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player reported multiple pending withdrawals totaling €1,500 and expressed frustration over the lack of communication from support. After intervention from the Complaints Team, the player's withdrawals were processed, and the issue was marked as resolved. The player confirmed receipt of the initial €1,500 and continued with further withdrawal requests.
Roby Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €4,500
Roby Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Dear CasinoGuru Team,
I am contacting you to file a complaint against Robycasino.
On September 23, 24, and 25, 2025, I made three withdrawal requests of €500 each (a total of €1,500). These withdrawals are currently pending.
I currently have €1,000 in my balance, but I'm unable to make any further requests because the casino only allows a maximum of three pending withdrawals at a time.
According to the casino's terms, withdrawal requests should be processed within 3 business days, however, that time has already passed and I have not received any updates or the corresponding payment.
For this reason, I request your help to have Robycasino process my withdrawals and release the funds to me.
I am available to provide proof of my withdrawals and screenshots of my transaction history if necessary. I am taking this step due to previous complaints and a month's delay.
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2 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 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, 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.
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2 months ago
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I'd like to add that I requested early KYC verification to expedite the process, but they flatly refused. I have all the information, documentation, and chat transcripts with support. I hope this situation can be expedited. Thank you very much.
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2 months ago
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(Update) As of 04/10/2025, everything remains the same: all 3 withdrawals are pending, and all support responses are generic and repetitive. I still have 1000 EUR in my balance, which I cannot request a withdrawal because RobyCasino only allows a maximum of 3 pending requests (the 1500 EUR I already have pending). I have been waiting since September 23rd for them to be processed, violating their own Terms and Conditions, which specify a timeframe of 1-3 days. Please note that RobyCasino is owned by NovaForge Ltd's, licensed ALSI-152406028-FI2 (Anjouan). The provider of this license clearly states in its obligations that it must process withdrawals and respect the Terms and Conditions. I hope this is resolved soon, or I will have to contact the license provider. Thank you very much.
(I want to add that when I contacted support about their relationship with Novaforge, they blatantly lied, saying they were not part of this company, but rather independent.) 
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1 month ago
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(Update) As of 10/07/2025, everything remains the same. I have contacted support daily and have received the same generic responses: that the withdrawal is in the final stages, that they have a high demand for withdrawals, that they are verifying the information, etc. The truth is, I have been waiting for the withdrawal for two weeks now and I haven't received a response that will reassure me. I hope to receive the payment soon so I can make the remaining two withdrawals of 500 each and never return to RobyCasino.
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1 month ago
Dear Anonymouswinner02,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
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Good afternoon, Dominika, I'm sorry to report that everything is the same… Support always gives me the same answers and tells me I don't need KYC verification at the moment. I've attached screenshots of conversations with Live Support and email support: 
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1 month ago
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I add one more capture regarding KYC and Withdrawal: 
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1 month ago
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Good afternoon, as of 10/8/2025, my first three withdrawals (€1,500) have been approved and I have successfully received them. I just submitted another €500 withdrawal, and I'll submit the next one in 24 hours. Once I receive the remaining €1,000, this claim can be closed. I'll keep you updated.
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1 month ago
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Good afternoon, I'd like to add that the new withdrawal balance is €1,500. See image. We'll have to wait until October 8 and October 9 to add all the withdrawals. I'll update (TOTAL REMAINING WITHDRAWAL: €1,500). 
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1 month ago
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Today 09/10/25 I made the second withdrawal.
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1 month ago
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Good evening, I'd like to add to my complaint: I've been playing a bit and my balance is higher. I have two pending withdrawals of €2,000 (TOTAL: €3,000) to process. I'll keep 
informed.
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1 month ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
How much have you received so far?
How many withdrawals are currently pending?
Have you already requested the third withdrawal?
How much do you currently have remaining in your account outside of the pending withdrawals?
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.
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1 month ago
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Good afternoon, I'll answer your questions:
1- I have received €1500 (€3000 remaining)
2- I have 3 pending withdrawals totaling €1,500. I can no longer request more withdrawals because the maximum is 3 requests.
3- Yes, I requested the third withdrawal today.
4-I have €1500 left apart from the 3 pending €500 withdrawals. 
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1 month ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina ([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.
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1 month ago
Dear Anonymouswinner02,
My name is Martina, and from now on, I’ll be assisting you with resolving your complaint.
I would now like to invite a representative from Roby Casino to join this conversation and participate in finding a resolution.
Dear Roby Casino Representative,
Could you please keep an eye on the player’s withdrawal requests to ensure they are processed without any delays?
Thank you in advance for your cooperation and for providing any relevant updates.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Anonymouswinner02,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martina
