The player from Italy had requested a withdrawal of €1500, which remained unprocessed two weeks later, despite past withdrawals having been completed within 2-3 days. He received vague responses from support regarding the status of his payout. The player was asked by the Complaints Team to provide additional information and confirm KYC verification to proceed with the investigation. Due to the player's lack of response to these inquiries and reminders, the complaint was closed without resolution. The player retained the option to reopen the complaint by resuming communication.
Roby Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €4,500
Roby Casino
Safety Index 5.7 Below averageCase summary
Discussion
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4 months ago
Translation
I won €4500 and made 3 withdrawals for a total of €1500, the first on 16/01 and the others in the following days. Usually it paid regularly after 2/3 days but now nothing, the support is vague and with vague answers.
Automatic translation:
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4 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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4 months ago
Dear Michelerusso,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please attach a screenshot of your pending withdrawal?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
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.
Best regards,
Attila
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4 months ago
Dear Michelerusso,
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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4 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,
Attila
Casino.Guru
