The player from Spain had several pending withdrawal requests totaling €1,500 since May 10th and continued to face delays despite multiple communications with support. The complaint was closed due to a lack of response from the player after multiple inquiries and reminders.
Roby Casino - Player's withdrawals are delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Roby Casino
Safety Index:HighCase summary
Discussion
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10 months ago
Dear mhernandez67,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
Thank you in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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10 months ago
Translation
No, this is the first time I've requested a withdrawal.
Looking at my casino account status, it says verification isn't required. I have a screenshot of this message from the casino.
Automatic translation:
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9 months ago
Thank you for your reply, mhernandez67. Could you please advise us on the current status of your withdrawal requests? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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9 months ago
Dear mhernandez67,
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.
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9 months 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,
Kristina
Casino.Guru
