The player from Spain had requested two withdrawals of 500 euros each three weeks ago but had yet to receive the funds. They had contacted the casino multiple times and received vague assurances that the withdrawal was being processed, leading to frustration as the wait approached a month. After an investigation, it was confirmed that the withdrawals were delayed due to a high volume of transactions. Ultimately, the player received the two transfers after a prolonged wait. The complaint had been marked as resolved by the Complaints Team.
Roby Casino - Player’s withdrawal request is delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Roby Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
On the 13th and 14th, I requested a withdrawal of 500 euros each. As of today, I haven't received any withdrawals, I haven't played with any bonuses, and verification tells me it's not necessary. I've contacted them several times by email, and they always tell me they're actively working on my withdrawal, which I don't believe anymore because it'll be a month soon, and I'm still waiting.
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7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you further, could you please provide us with the following information?
- Did you select the same payment method for your withdrawals as you used for depositing money into this casino?
- What types of games did you play?
- Did you receive any reasons from the casino for the delay in your withdrawals?
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
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7 months ago
TranslationHello
1-Do not use the same method as the payment since for security I usually use Paysefecard payment coupons
2-The profits have been from the casino slot games
3-The casino tells me they have a lot of pending withdrawals and that they are working on them. They replied to this email I'm attaching today.
(Thank you for contacting our Customer Service team. We hope this message finds you well.)
We sincerely regret the frustration and inconvenience this situation has caused you. We fully understand how important it is to receive your funds in a timely manner, and we know how distressing these delays can be, especially when you've already taken steps to investigate.
After carefully reviewing your case, we can confirm that your withdrawal is experiencing an unexpected delay due to a significantly high volume of transactions currently being processed. We know this isn't the response you were hoping for, but we want to assure you that your payment has not been lost or forgotten; it is currently being processed by our finance department.
We sincerely appreciate your patience and trust, and we want you to know that your funds are safe. Once the transaction is complete, it will be reflected in your balance history.
We deeply regret that this process has taken longer than expected, and while we completely understand your frustration, we kindly ask for a little more time for our team to complete processing your payment.
If there is any news or progress from the finance department, you will be notified immediately. In the meantime, we remain available for any questions or additional assistance you may need.
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7 months ago
TranslationHello, finally today 08/09/2025 I have received the two transfers, after waiting so long, thank you.
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7 months ago
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
