The player from Germany had requested a withdrawal of 4000€ a month ago after depositing 150€ and completing the wagering requirements. He had only received standard responses from casino support regarding his three payment requests of 500€ each, leading him to believe he was being cheated. The Complaints Team found that the player had provided the necessary documentation for verification but continued to face delays and unresponsive support from the casino. Ultimately, the complaint was rejected due to insufficient grounds for further action, leaving the player dissatisfied with the resolution.
Roby Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Other
Amount: €4,000
Roby Casino
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
I deposited 150€ at the casino on 19.02
After I played through the wager I won 4000€ and would like to cash it out since then
this has been the case since 21.02 in 3 payments of 500€ each
I have written to the casino support several times but only get the standard excuse
I'm slowly getting the feeling that the casino is cheating
I hope I can get help here
I also did my KYC with ID card, address proof etc.
please help
Automatic translation:
Public
Public
8 months ago
Hello Quillo,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Roby Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
8 months ago
Translation
Hello Nick
I last wrote to support 3 days ago and asked when my money would finally arrive since I have been waiting more than 1 month and not 1-3 working days as advertised
KFC since about 05.03.25
I earned part of the winnings from the bonus and then wagered it 35x
I won about 2400€ outside of the bonus
Automatic translation:
Public
Public
8 months ago
Thank you Quillo for all the information provided. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
8 months ago
Dear Quillo,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Roby Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
8 months ago
Dear Quillo,
We kindly request you to please upload all the requested documents from the verification tab.
Please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!
Waiting for your update.
Best regards,
RobyCasino team.
Public
Public
8 months ago
Translation
What is requested please
that is not said anywhere
I have sent the statement from my credit card from February
and the screenshot of the detailed deposit from 20.02
so tell me what is needed
I have tried to contact the support team several times via email to find out what the problem is and no one answers and here the answer is very quick I don't quite understand it
Edited
Automatic translation:
Public
Public
8 months ago
Dear Roby Casino representative,
could you please confirm that you have received all the requested documents from the player?
Public
Public
8 months ago
Translation
It keeps asking for something that I have already sent 10 times
Automatic translation:
Public
Public
8 months ago
Dear Quillo,
As we have checked we have still not received the requested documents.
We have emailed you the to let you know which documents are required.
We kindly request you to please upload all the requested documents from the verification tab.
Please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!
Waiting for your update.
Best regards,
RobyCasino team.
Public
Public
8 months ago
Translation
It's really starting to make me angry here
I sent the items that were requested and asked counter questions in the email but I don't get any qualified answers
I have sent my complete credit card statement from February and even March
I have sent the detailed screenshots of the app from the deposit days
I have sent everything and they don't tell me what is wrong with what I sent
I have never had such bad support in a casino
Automatic translation:
Public
Public
8 months ago
Translation
Please upload the transaction history of the payment method that was used to top-up BNP Paribas bank Account on 02/19/2025 in Original PDF format
that is said translated quasi
Please upload the transaction history of the payment method used to top up the BNP Paribas bank account on 19.02.2025 in original PDF format
- Do I pay my credit card from my main account every 3 months and not daily
- Have you received the monthly credit card statements in PDF
- Did you also get the desired date as a detailed view from my online banking via screenshot since there is no option to print this as a PDF like with a Paysafecard account
- According to my payment history, the deposit in your casino was received on 20.02.2025 at 15:43:45 and not on 19.02.2025
- I have tried to clarify all this a couple of times but no one answers
I would rather ask YOU, representatives of Roby Casino, to contact me privately. This will finally solve the problem, as this is my account and has been confirmed by all the statements etc.
Automatic translation:
