Roby Casino - Player’s withdrawal is delayed due to account verification.

I opened the account at the beginning of March 2026. The documents I was required to submit for verification were only requested after four weeks, and I provided all of them immediately.

Then I waited another six weeks for a response, only to be told that two documents were supposedly missing, even though they had already been submitted. One of those documents kept being rejected for no apparent reason.

I resubmitted the document six weeks ago, and since then I have been unable to get any information about when my account will finally be verified. All I keep hearing is an apology, but no one seems to be following up or speeding up the process.

Please help me resolve this issue. I am unable to withdraw my funds because all withdrawals are blocked until the verification is completed.

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.

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Dear pampa123,

Thank you for submitting your complaint. I'm very sorry to hear about the difficulties you're experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

• Could you please clarify which document is currently being rejected and whether the casino has explained the reason for its rejection?
• Have any of your other KYC documents already been approved?
• Could you also let me know which documents you have provided to the casino so far?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I have been waiting seven weeks now for the verification of a single document.This is a selfie of me with the casino site.

The information I'm receiving is that I have to wait.

Dear pampa123,

Thank you very much for your reply.

Could you please send me the selfie document that has been repeatedly rejected, along with any communication between you and the casino regarding your KYC verification?

Please send the documents and communication to karla.m@casino.guru or attach them directly to this complaint thread.

This will help me better understand the reason for the delay and allow me to investigate your case further.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Documents sent

Dear pampa123,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you very much

Dear pampa123,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Thanks

Dear all,

thank you for reaching out to us.

We just wanted to let you know that the case has been forwarded to our relevant department for further check. Once there is a response you will be informed accordingly.

Thank you for the understanding!

Best Regards,

Team RobyCasino

I received an email asking for payout details. I sent the details.

Dear pampa123, thank you very much for the update!

That seems that at this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

So far, I haven't received any information from the casino confirming that the email was received, nor a withdrawal confirmation.

Dear Roby Casino Team,

Could you please confirm whether you have received the player’s email and whether the payment has already been processed?

Please let us know when you have an update.

Thank you very much in advance.

The transfer has arrived; thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear pampa123,

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