The player from Ontario submitted his first withdrawal request to Robycasino on September 26, 2025, and expected processing within three business days. However, he received generic responses from support without a clear update, despite confirmation that no verification was required. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player to inquiries and reminders, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Roby Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: C$720
Roby Casino
Safety Index:HighCase summary
Discussion
Public
Public
2 months ago
I submitted my first withdrawal request with Robycasnio on September 26, 2025. Since it was the weekend, I expected the payment to be processed within the next three business days, as stated by the casino. However, whenever I contacted support via chat, I only received generic responses such as "the funds are being processed" or "they will be released soon." I also reached out to their email support, but the replies have been the same with no clear update. Support has additionally confirmed that no verification is required at this time, so I am unsure why the withdrawal is still pending
- this is my first withdrawal
- no bonus money
- no verification required as per their support
- account is in valid state
Public
Public
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 makes such a request, 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.
Hello,
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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Public
Public
1 month ago
Dear Sikander,
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.
Public
Public
1 month 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,
Tomas
Casino.Guru
