The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player experienced significant delays with three withdrawal requests totaling €1,500, which remained unprocessed for over 11 working days despite assurances from the casino that payments were in the final processing phase. After the player escalated the matter via email and complaints to regulatory bodies, the casino resolved the issue by processing the three payouts after 12 days. The player ultimately closed his account, expressed dissatisfaction with the casino's prolonged withdrawal process, and felt unsupported by the Complaints Team, leading us to close the complaint at his request.
Roby Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Other
Amount: €8,500
Roby Casino
Safety Index:HighCase summary
Discussion
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2 weeks ago
Translation
Hello dear admins,
Hello dear Robycasino representative,
I've been waiting for my three withdrawals to be processed since February 20, 2026. In the chat, I keep getting the same answers: that I should be patient and that the finance department is already working on it.
Since these requests are not being processed, I cannot make any further withdrawals. I already submitted my documents (ID, bank statement, photo of bank card) by email on February 20, 2026. The reply was that this wasn't necessary.
Considering that only a maximum of 3 withdrawals of €500.00 are allowed and that they have 3 days per withdrawal according to their terms and conditions, I do not find this waiting time appropriate or fair.
Furthermore, I am not properly informed about the processing status and have to inquire independently each time.
I would appreciate your support in this matter. As soon as I have any news regarding the payouts, etc., I will gladly post an update here.
Thank you very much and best regards
luckypunch87
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2 weeks ago
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.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks ago
Dear luckypunch87,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 weeks ago
TranslationThe casino informed me today (27.02.26) via chat that the payout is in its final phase and will be paid out at any time.
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2 weeks ago
TranslationNo payments have been processed since February 20, 2026, despite the promise that it would happen at any time and is in the final stages.
Dear Guru Team, I unfortunately do not feel looked after or supported by you. The casino is taking as much time as they want.
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2 weeks ago
TranslationMy email to Robycasino today:
Dear Finance Team,
Dear Management of Roby Casino,
I am referring to my three outstanding withdrawal requests totaling €1,500 (3 x €500), which have been sitting unprocessed in my account since February 20, 2026 – that is, for 11 working days now.
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Despite multiple consultations with your employees Hermonie and Maximilian in the live chat, who confirmed the "final phase" of processing to me on Friday and an "escalation due to urgency" yesterday, the status of my payout has not changed to this day.
According to your own terms and conditions, payouts are usually processed within 3 business days. This deadline has already been exceeded threefold.
I have given you a deadline of the end of this week (06.03.26).
If the status has not changed to "Completed" by this time, I will take the following steps:
1. Filing an official complaint with Liernin Group Compliance.
2. Reporting the incident to the relevant supervisory authority (GCB).
I have saved all chat logs in which I was assured of the payout. I urge you to fulfill your obligations as a reputable gambling provider and end this unnecessary delaying tactic.
Best regards
Soylu
Robycasino's answer:
Good day Ali,
I fully understand how stressful it is for you to have been waiting for your payout for more than three days, and I can certainly relate to your frustration. Please accept my sincere apologies for the delay. Unfortunately, we experienced some technical issues over the past few days that affected the process, but these have now been resolved. Your payout is now our top priority and is being reviewed and processed by our team. While I cannot give you a specific timeframe at this time, please be assured that your request is being handled with the utmost care. Thank you for your patience and understanding during this very unpleasant situation.
If you have any further questions, please contact us by email. support@RobyCasino.com or via live chat.
Best regards,
Customer service RobyCasino.com
From my point of view, they're stalling and messing with me the whole time.
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2 weeks ago
TranslationToday I sent a complaint via email to:
complaints@gaming-curacao.org
sent.
I also mentioned that a complaint is pending with Guru, but I have received no support there so far, and the representative from robycasino has not yet spoken up.
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2 weeks ago
TranslationMy complaint was successful. I just received my three payouts. I will no longer play there. Please DO NOT close this thread! There is still €3,000 outstanding for withdrawal.
Thanks.
Edited
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1 week ago
Dear luckypunch87,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 week ago
TranslationI received 3 x €500 after 12 days, as already mentioned above.
Since March 4, 2026, two payments of €500 each are being processed.
I'll let you know if there are any updates.
Conclusion: This casino, or rather this group, uses the most unpleasant stalling tactics. I had €10,000 in winnings and was only able to withdraw €3,000 in the end. They wore me down with their waiting.
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1 week ago
Dear luckypunch87, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.
Karla
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6 days ago
Close this Thread. I lose all and close my account permanently. And Guru, you are a scammer too.
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2 days ago
We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.
Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.
If you change your mind or feel you need our support, we will be here to help.
Karla
