The player from Austria experienced significant winnings in January 2025 and had received partial payouts totaling approximately €45,000, but his further withdrawals were blocked since 29 August pending additional documents despite the account being registered and previously verified. His lawyer submitted a power of attorney and the requested documents on 18 September and followed up on 24 November with no substantive response; the account displayed contradictory verification and wagering messages, and he requested clear clarification and disbursement of the remaining credit balance. The Complaints Team facilitated communication between the player and Roby Casino, urging the casino to expedite the KYC verification process and withdrawal payments. After prolonged delays and partial payouts, the casino resumed processing withdrawals slowly but did not adhere to the stated withdrawal limits. Due to the casino's lack of clear communication and slow payment processing, the complaint was closed as partially resolved with a warning added to the casino's review and a downgrade in rating; the player continued to provide monthly updates on payment progress to the Complaints Team.
Roby Casino - Player’s withdrawals delayed.
Partially resolved
Amount: €336,700
Roby Casino
Safety Index 5.7 Below averageCase summary
Translation
In January 2025, RobyCasino experienced significant winnings. Since then, partial payouts totaling approximately €45,000 have already been made.
The player account was already registered and verified. Withdrawals had been processed without problems in the past. Although there was a monthly withdrawal limit of approximately €7,000, these withdrawals were regular and straightforward.
On August 29th, I suddenly received an email from RobyCasino's VIP support (Alex) stating that additional documents were required (proof of a credit card and bank account). Since then, no withdrawals have been possible.
This email explicitly promised that payments would be processed after the documents were uploaded. A temporarily increased payment limit was also offered.
It should also be noted that the player account still displays a message indicating that no verification is currently required. In my view, this contradicts the fact that withdrawals have been impossible since August 29th and further documents have been requested.
Since the amount of money involved was substantial, a lawyer was retained. On September 18th, the lawyer contacted RobyCasino via email, submitted a power of attorney, and provided the requested documents for identity verification. In this context, information regarding the next steps and the payout of the funds was also requested.
On November 24, the lawyer contacted the compliance department again to clarify the status.
No substantive response has yet been received to this or to previous inquiries.
The player account still displays a message stating that every deposit amount must be fully wagered before withdrawals can be made, even though there are no outstanding bonus conditions and the balance was earned through regular play.
Additionally, it has been noticed that no emails have been received from RobyCasino since mid-September, and no SMS messages or bonus offers have been sent since the end of September, even though such messages were previously sent regularly. This is mentioned merely as a temporal observation.
It is also noteworthy that marketing messages are still being received from another casino belonging to the same operator group.
To date, there is no clear information about why the payment has not been made or what the current status is.
All requested documents were submitted, and cooperation was provided at all times.
I therefore request your support in order to achieve a transparent clarification of the facts and to enable the disbursement of the existing credit balance.
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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Stay safe.
Dear Marco_Paolo,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with RobyCasino.
In order to assist you better, I would like to clarify some aspects of your situation. Could you please provide answers to the following questions?
- What specific documents were requested by RobyCasino?
- Can you confirm whether the casino has acknowledged that all the additional required documents were provided and meet the acceptable format requirements?
- Have you received any confirmation from RobyCasino regarding the receipt of documents submitted by you or your lawyer?
- Can you confirm if any withdrawal requests were made after submitting the additional documents?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petra
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Thank you for your reply and for providing the previous details, Marco_Paolo.
Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
TranslationHello Petra,
I have just collected and sent the requested emails and documents via email.
Dear Marco Paolo
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 Matej (matej.l@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,
Petra
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hello Marco_Paolo, nice to meet you!
My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Roby Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being cancelled and provide some details as of what is happening? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
Dear All,
Thank you for bringing this matter to our attention.
We would like to reassure you that we are currently looking into this case. We have requested a detailed update from our relevant department regarding the status of the player’s verification.
As soon as we receive the necessary clarification, we will provide a comprehensive response here. Thank you for your patience and understanding in the meantime.
Best regards,
Roby Casino Team
Dear Roby Casino, please let us know if you manage to find the above-mentioned e-mail, or if it needs to be re-sent.
Dear Marco_Paolo, in the meantime I would suggest checking the options of KYC verification within your player 's account. If it's still unavailable, we'll just wait for the response from the casino about further steps.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I have found alternative way how to contact the casino representatives. In hopes of getting a response and option to mediate this case, I will prolong the timer until Monday 26th January, before closing it as unresolved. Thank you for your understanding.
Dear Casinoguru,
We would like to request an extension regarding this case.
Due to the complex nature of the matter, a more detailed internal investigation is required.
We appreciate your patience and understanding.
Best regards,
Roby Casino Team
Dear Roby Casino Team, it has been already over two weeks, and I am unable to keep extending the timer indefinitely. I can extend the window up to the Friday 30th January, afterwards I will have to close the case as unresolved - unless at least some statement and/or evidence is presented form your end. Thank you for your understanding.
Dear All,
Thank you for your patience and for extending the timeframe for us to address this matter.
We would like to inform you that our relevant department has already contacted the player via email, requesting the following documents to proceed with the verification process:
*Proof of Address (e.g., a recent utility bill).
*Identity Selfie (A photo of the player holding their ID with our website visible in the background).
*Bank statement for January 2025, showing Apple Pay deposits.
*Copy of the credit card (front and back) used for transactions.
*Onfido Verification (A specific link has been provided to the player to complete this check).
We kindly ask the player to provide these documents and complete the Onfido check as soon as possible so we can move forward with the case.
Best regards,
Roby Casino Team
Dear Roby Casino, thank you for the response.
Dear Marco_Paolo, for the sake of speedier resolution of this issue, could you please oblige the casino and provide the requested documents? Afterwards, please drop me a line here to let me know once everything has been sent. Thank you for your understanding.
TranslationHello, the requested documents have been submitted in full.
Awesome news, Marco_Paolo, thank you very much! :)
Dear Roby Casino, can you please confirm you have all the necessary information from the player, and let us know approximately how long will the KYC process take? Thank you.
Dear All,
Thank you for your patience and for following up on this case.
We would like to assure you that the verification process is currently being handled with the highest priority. Given the specific nature of this case, our relevant department is conducting a thorough review of all the details.
We are closely monitoring the progress and are in constant communication with the team to expedite the process. As soon as there is any update, we will notify you immediately.
Thank you for your continued understanding and patience.
Best regards,
Roby Casino Team
TranslationHello, I wanted to ask if there is an update on the ongoing verification process?
All requested documents have been submitted in full, and I am currently waiting for approval so that payments can resume.
Thank you in advance for a brief reply.
Dear All,
We would like to provide a further update regarding this ongoing case.
The review process is still in progress, as certain internal procedures require additional time to be completed with the necessary diligence. We are in constant communication with the specialized department to ensure that the matter is handled thoroughly.
We understand that this is taking longer than expected, and we appreciate your continued cooperation. We will provide a further update as soon as the current stage of the internal review is completed.
Thank you for your patience.
Best regards,
Roby Casino Team
Dear Marco_Paolo,
Thank you for providing the document requested.
We would like to confirm that we have successfully received the document required.
This has now been formally escalated to our Verification Department for a detailed review.
We truly appreciate your patience and cooperation throughout this process.
Our team is working to complete the assessment as efficiently as possible, and we will notify you immediately once the verification is finalized.
Thank you for your patience and understanding.
Kind Regards,
RobyCasino Team
Due to the KYC taking nearly a month now, I would appreciate speedier resolution as well. Dear Roby Casino, lease let us know once the payment has been processed on your end, so I can swap the timer towards the player, to confirm reception. Thank you very much for your understanding and cooperation.
TranslationHello,
All requested documents were submitted in full.
Verification is now taking significantly longer than usual, and payouts are still not possible.
I therefore request a timely clarification and a specific statement regarding when the release will take place.
Thank you.
I would like to reiterate that I am no longer able to keep prolonging the timer. If the KYC and withdrawal processing takes longer than the timer allows, the complaint will have to be closed as unresolved, resulting in negative impact on the casino rating.
Dear Marco_Paolo, can you confirm what is the total amount you will be withdrawing, once the KYC is finished? Thank you.
Dear Marco_Paolo,
Thank you for providing the document requested. We wanted to inform that the relevant department is still looking into this.
Our team is working to complete the assessment as efficiently as possible, and we will notify you immediately once the verification is finalized.
Thank you for your patience and understanding.
Kind Regards,
RobyCasino Team
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Marco_Paolo,
The Verification department informed us that they have received your documents and they will try to finish verification of your account as soon as possible.
We will keep you updated.
Thank you so much for your patience and your cooperation to the matter.
Best regards,
RobyCasino Team
Dear Marco_Paolo,
We would like to provide an update regarding your case. Please be informed that you are welcome to submit your withdrawal requests at any time via your account. Once submitted, your requests will be processed as soon as possible, in accordance with our standard processing times.
Thank you for your cooperation.
Best regards,
Roby Casino Team
This is great news, Roby Casino, thank you for the speedy KYC processing. Much appreciated.
Dear Marco_Paolo, I will be swapping the timer your way now. I will keep this complaint open until you withdraw all the money, but please, let me know once you receive your first withdrawal. Thank you.
TranslationHello Matej,
Thank you again for keeping the complaint open.
My account appears to be fully verified now. Unfortunately, I still cannot request a withdrawal, as the system continues to display a message stating that deposits need to be wagered, even though all wagering requirements have already been met.
I contacted support by email the day before yesterday and yesterday, but have not yet received a reply.
Could you please check with the casino when withdrawals will be possible again? Thank you very much.
Thank you for the confirmation, Marco. Let´s see what is going on.
Dear Roby Casino, can you please see the response above and let us know what seems to be the issue? The money have been wagered before, therefore this message makes little sense. Thank you.
TranslationHello Matej,
Thank you again for your help. The problem has now been resolved and I was able to request a withdrawal today. I'll gladly provide an update as soon as the money arrives in my account.
Dear Marco_Paolo,
We are investigating further and will be back with an update in the nearest time possible.
Best regards,
Robycasino.com
TranslationHello Matej,
Thank you very much for your support and for keeping this case open.
Hello Roby Casino,
I would like to summarize the current situation once again:
I have been a loyal customer of Roby Casino for years and in the past, payouts have always worked reliably.
However, the situation has deteriorated considerably in recent months:
For a period of approximately 6 months, payouts were not possible.
The reverification process took over a month.
Despite the complete submission of all requested documents, significant delays continue to occur.
I am currently waiting for over a week again for my withdrawals to be processed (Thursday, Friday and Saturday, €500 each).
I acted cooperatively at all times, submitted all documents completely and multiple times, and was always patient. In addition, I repeatedly tried to resolve the delay in payouts directly with the casino, including via email to Susanna ( vip@robycasino.com ), to which I have not yet received a reply, as well as via Telegram to the VIP manager Oliver, who unfortunately has not responded to my messages recently.
As a long-time and previously satisfied customer, I now find this situation very disappointing and, frankly, feel let down.
I understand that KYC and verification processes are necessary. However, I no longer consider the current duration and procedure of the payouts to be appropriate in this case.
Furthermore, I would like to point out that according to the terms and conditions (section 6.15), withdrawal requests should be processed within up to 3 business days, provided all requirements are met. In my case, all requirements have been met and the verification is complete, yet I have already been waiting for over a week. Even taking into account an "individual timeline," this delay no longer seems reasonable to me.
The entire process now involves a considerable amount of time and organizational effort for me.
In light of this entire history, I request that future payments be processed promptly and smoothly upon request, as has been the case in the past.
Could you please briefly explain whether I can rely on a reliable and prompt payment process and timely and reliable communication via the offered contact channels in the future, so that my trust in the provider can be restored?
Thank you for your support.
Dear Marco_Paolo,
We are investigating further and will be back with an update in the nearest time possible.
Best regards,
Robycasino.com
Dear Roby Casino, I hope this is not a stalling tactics, hoping the player will get tired of waiting and lose majority of winnings through further gameplay. I would like to ask for speedy investigation and letting us know when the player can resume withdrawals as soon as possible. Thank you for your understanding.
Dear Marco_Paolo,
We would like to kindly inform you that one withdrawal request of yours completed successfully and the rest will be completed very soon.
Thank you so much for your patience and excuse us a lot for this delay that occured.
Best regards,
RobyCasino Team
Thank you for sorting it out, Roby Casino, much appreciated.
Dear Marco_Paolo, I will swap the timer your way for the time being. Please keep an eye on your next couple of withdrawals and then let me know whether the payments are being processed as they should, or if there is any kind of problem. Thank you.
TranslationHello Matej,
Thank you so much for the update and your support.
I can confirm that a payment of €500 has been received. However, the other payments are still pending.
I will monitor the situation over the next few days to see if the remaining payments arrive promptly as announced.
Should this not be the case, I will inform you accordingly.
Thank you again for your support.
TranslationUnfortunately, the further payments still haven't arrived. I've now been waiting for the outstanding payments for over 18 or 19 days.
In this context, I have a few questions:
What specific reason is the processing of my payments taking so long?
What specific steps or checks are currently causing this delay?
Furthermore, I have not been active since the beginning of 2025 and have not engaged in any further gaming activities since then – apart from a minimal investment. From my perspective, there are therefore no new circumstances that would explain such a delay.
Additionally, I would like to mention that I have not received any response to my inquiries from the responsible VIP managers (including Alex, Susanna and Oliver) for several days.
Dear Roby Casino, could you please provide details and respond to the player's questions above?
Are there issues with payment processing on the casino side? In order to correctly inform the players, should we put a warning on the Casino Guru review, that payments are drawn out and withdrawal limits are not being adhered to, until the matter gets resolved? Thank you.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I don't think we'll get much more information from the casino, and maybe a different approach is needed. :(
Dear Marco_Paolo, can you please confirm how much do you still need to withdraw, how many payments per week gets approved and whether you till issue a withdrawal request for the same amount? As per the casino's terms, you should be able to withdraw 500 EUR daily and 7,000 EUR monthly. I need to know what the real withdrawals are like. Thank you.
TranslationHello Matej,
Thank you so much for your message.
Here is a brief overview of my situation:
My first payout was requested on March 12th.
Since then, I have been able to submit a total of 7 payment requests of €500 each.
Of these, only 4 payouts have actually been carried out so far.
Currently, I am unable to submit any further payment requests.
In total, only €2,000 was paid out within approximately four weeks.
My goal is to withdraw my entire remaining balance.
Taking into account the stated limits (€500 per day and €7,000 per month), the actual payout speed is significantly slower than expected and, in my opinion, not compatible with the casino's terms and conditions.
Please let me know if you need any further information or screenshots – I will gladly provide them.
Many thanks for your support.
Thank you very much for the details. We are conducting our own investigation and re-review of the casino, while trying to reach all the contacts we have, to figure out what is going on.
Since the casino is paying at least something - and while the review is going on - I will keep the complaint open. I'll swap the timer your way, just drop me a line once a week with an update about how much you were able to withdraw, to see if it's the same, or f anything is changing for better or worse. Once I have more information, I'll advise next steps.
Note - if possible, I would advise not to play in this casino anymore, as this situation looks like a stalling tactics where casino hopes the player will get bored of slow payments and gambles away majority of (if not all) the balance.
TranslationUpdate for calendar week 06.04. – 12.04.:
I have not received any payment this week.
As agreed, I will continue to provide a brief weekly update on the status of payments. Additionally, at the end of each month, I will publish a summary showing the total amount actually paid out that month.
I hope that the situation improves soon and that payments will be made reliably in the future.
Thank you very much for the update. We are also conducting a re-review of the casino and trying all available contacts, since this is not a standard situation and we can't keep promoting a casino that does not adhere to their own T&C.
TranslationUpdate for calendar week 13.04. – 19.04.:
This week I received a total of €1,500 in payouts.
Payouts continue to be very slow in relation to the existing balance.
As announced, I will continue to provide a weekly update.
Thank you very much. So far, I was unable to reach anyone from the casino. However, we have updated our review, and with the latest information available used as a base, the casino rating was lowered. I am exploring other options, to see if anything can be done.
Dear Marco_Paolo,
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.
TranslationUpdate for calendar week 19.04. – 26.04.:
This week I received a total of €1,500 in payouts.
Payouts are still slow.
I will give another update on Sunday.
Thank you very much for the update! Also, please ignore the "We are extending the timer by 7 days." messages, those are automated and I can't stop them.
As you may have noticed, our review and casino rating were recently updated to better reflect current situation, and we are continuing in our efforts on this front as well.
TranslationMonthly update April 2026:
In April, I received a total of €4,500 in payouts.
The communicated monthly payout limit of €7,000 was therefore not reached again.
I always requested all payouts as quickly as possible, so there were no delays on my end.
Could Roby Casino please explain why the communicated monthly withdrawal limit of €7,000 was once again not adhered to, and when I can expect reliable adherence to this limit?
If Casino Guru has already provided an update on this, I would also appreciate feedback.
Thank you.
Dear Marco_Paolo.
We, Casino Guru team, have discussed this complaint internally. Given the lack of response from casino representatives via any channel we tried, but since they are still processing your withdrawals, I would like to propose the following:
- We have added a warning to our review, stating that withdrawal limits may not be adhered to, to make others aware of this practice
- During our automatic weekly safety index recalculation, the casino rating will be lowered, and move from the "Good" standing into "Questionable"
- Since the casino is processing withdrawals, this complaint will be closed as "partially resolved". This is mainly to ensure it does not fill up my limited queue for active complaints, as there is not really much I can do at this point.
- We will stay in touch via e-mail communication (matej.l@casino.guru), where you will keep me posted monthly or twice per month (up to you to decide) whether the casino is still processing payments, what is the remaining amount and so on, like you do now within this thread. If at any point the casino stops processing your withdrawals, I will reopen this case immediately, and the status may eventually be changed to unresolved, if the casino still refuses to communicate, which will deteriorate their safety index even more.
Please let me know if this would be agreeable solution to this situation, and I will proceed accordingly. Thank yo ufor your understanding.
TranslationHello Matej,
Thank you so much for your support and transparency.
The proposed approach is fine with me.
Please continue to monitor this case. I will regularly update you on the processed payments and the remaining balance.
If payments are stopped or further problems arise, I will contact you immediately.
Thank you again for your help.
Best regards
Marco
Thank you for the confirmation, Marco_Paolo, much appreciated. As agreed, I will be now closing this complaint as partially resolved.
Please, keep in touch by updating me on the payments on a monthly (or by-monthly) basis via e-mail (matej.l@casino.guru). In case the payments stops, this thread will be instantly reopened.
