Roby Casino - Player's withdrawals are consistently delayed.

Hi There

I have tried in one year to withdraw more than 15k that I won in different occasions tha last was 8k. and although Im totally verified and has the highest VIP status they keep lying to me and keep delaying my withdrawals forever until I gamble it each time. this is not one time. its multiple times. I ended up spending over 30k on their casino and never managed to get one single withdrawal. my VIP account manager was lying to my face that she is telling the payment team know and always coming to me with we need to vefiy this and that - in short they never paid me. and everytime they keep delaying it for days then when I cancel to try to withdraw more. the counter reset and they told me they will look at at but out of frustration and bordom I gamble it all. its very sad as I never had to deal with such greedy and unfair casino like this one.

Dear PokiPoki,

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.

Just to clarify, do I understand correctly that you also lost this last withdrawal of 8,000 and that you no longer have anything left in your account?

What specific reasons did the casino give you for delaying your withdrawals?

How long have you been waiting for your most recent withdrawal of €8,000?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Dear PokiPoki, thank you for the email reply.

The player is solely responsible for the funds in their account, especially while waiting for their withdrawal. It’s important to understand that until the funds are fully withdrawn and in your possession, any activity in the account is your responsibility, and the casino is not liable for any potential issues that might arise during this time.

I’d like to explain you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Thanks

Dear PokiPoki, could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Dear PokiPoki, thank you for the email response.

Has your casino account been closed?

The self-exclusion request where a player stated the gambling problem clearly is the essential evidence that a player must provide in order for us to proceed with a case like this.

If the reason for wanting to close the account at the casino is a gambling problem, then I can only recommend how to request self-exclusion properly in the future. If this is the reason why you want to close your account, please inform us once you submit the self-exclusion request and forward it to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

no account never was closed. they keep offer bonus and they give loads of bonus to be honest but what is the point of the bonus if they never pay. for example they offered me 2000K bonus as 500 per day for 4 days with one time wager after I requested again to close my account this is after I posted this complain here. but meanwhile demanded to verify again which I did but they come back with claim that Im using VPN but I do use sometimes VPN if Im playing from my work PC which is always in VPN. anyhow you can see from their withdrawal processes that they are not a fair casino and they should not be promoted in your side. also the fact that they registered in the Netherlands antillen "curacao" says enough that they are escaping strict E.U rules - although Im sure they operate from Malta as my VIP account manager is there. its a lost case. I made a mistake carrying on playing there. anyways thanks for heping so far I just wanted them to get the rating they deserve

Dear PokiPoki, have you sent the email as previously advised, or should I understand that you no longer require assistance with closing your account?

Dear PokiPoki,

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.

Its okay I'm done with them already.

Thanks for your help so far

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.