The player from Portugal requested a withdrawal of €200 to his Skrill account made on 11-03-2025, but did not receive it after numerous inquiries. Despite having provided all necessary documentation and the casino's stated processing time of six hours for electronic wallet withdrawals, he remained in a queue with no updates. The Complaints Team extended the response time for seven days; however, the player did not respond to further inquiries. Therefore, the complaint was rejected due to lack of communication.
Roby Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €200
Roby Casino
Safety Index:HighCase summary
Discussion
Public
Public
9 months ago
Translation
I hereby show my displeasure when I requested a withdrawal of my winnings on 11-03-2025 in the amount of € 200 to my SKRILL account. I sent all identification documentation to the casino email which they replied that it was not necessary, it says that I am in queue in the financial department for the withdrawal, it says on the casino website that the withdrawal to electronic wallets after approval takes up to 6 hours, every day I talk to online chat and they answer me with the same text is in queue, it is not normal I just want my winnings.
Automatic translation:
Public
Public
9 months ago
Dear paulomartins210876,
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 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,
Kristina
