Roby Casino - Pelaaja kohtaa viivästynyttä kotiutusta kasinolla.

I have 3 pending withdrawals at Roby Casino. The first is from 12/31/24, the second from 01/01/25, and the third from 01/04/25. None of the withdrawals have been processed, even though the casino states a maximum processing time of 3 business days. Upon inquiry, there is no real information provided. They say that the finance department has been informed and that it is being prioritized. However, I notice nothing of the sort. The site doesn't request any verification from me, even though I've offered to send everything necessary. Since inquiries have yielded no results and now 14 business days have passed, I must file a complaint. The procedure is not fair.

PS. I am from Germany.

Ich habe 3 offene Auszahlungen im Roby Casino. Die erste ist vom 31.12.24,die zweite vom 01.01.25 und die dritte vom 04.01.25. Es ist noch keine Auszahlung bearbeitet worden obwohl das Casino maximal 3 Werktage Bearbeitungszeit angibt. Auf Nachfrage gibt es nicht wirklich Infos. Es wird gesagt, dass die Finanzabteilung informiert ist und es priorisiert behandelt wird. Davon bemerke ich allerdings nichts. Auf der Seite wird keine Verifizierung von mir verlangt, obwohl ich es angeboten habe alles dafür zu schicken. Da Nachfrage kein Ergebnis bringt und nun 14 Werktage vergangen sind, muß ich mich nun beschweren. Die Vorgehensweise ist nicht fair. 

PS. Komme aus Deutschland

Dear asgard18,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’ve been experiencing with your pending withdrawals at Roby Casino. We understand how frustrating it must be to wait so long without clear updates or resolution.

To better understand your situation and assist you effectively, could you please clarify or provide additional details regarding the following:

• Have you received any specific explanations from the casino regarding the delay, aside from their mention of the finance department prioritizing your case?
• Have you checked if your account or withdrawals are subject to any terms or conditions that could cause the delay, such as withdrawal limits or restrictions related to your account activity?
• Can you confirm whether you have completed all necessary verification processes previously or if the casino has asked for additional documents at any point?

If you have any relevant communication with the casino (e.g., emails, chat transcripts), you can forward it to petronela.k@casino.guru, which will help us understand the situation better and support our mediation efforts.

Your cooperation is crucial in helping us build a clear picture of the issue. The more details and evidence we have, the stronger case we can present to the casino, which increases the likelihood of a timely resolution.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and while we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello,

There are no concrete explanations as to why my withdrawals are not being processed.

I have not found any conditions that could lead to a delay.

Verification is not technically possible on the website. It says that no verification is required at the moment. I even offered to verify myself. There was no response.

I will send you an email from the casino to me.

Hallo,

es gibt keine konkreten Erklärungen, wieso meine Auszahlungen nicht bearbeitet werden.

Ich habe keine Bedingungen gefunden, die zu einer Verzögerung führen könnten.

Verifizierung ist technisch auf der Website nicht möglich. Es steht dort, das momentan keine Verifizierung benötigt wird. Ich habe sogar selbst angeboten mich zu verifizieren. Darauf würde nicht reagiert.

Per Mail schicke ich Ihnen eine Email des Casinos an mich.

Hi asgard18,

Thank you for providing additional details regarding your withdrawals at Roby Casino. I’m sorry to hear about the delay and the lack of clear communication from the casino.

• Could you confirm whether your winnings were accumulated while an active bonus was applied? Sometimes, specific bonus terms, such as wagering requirements or maximum withdrawal limits, can cause delays or complications in processing withdrawals.

I hope we’ll be able to assist you in resolving this matter promptly.

My winnings come from a deposit bonus. This was implemented correctly and my winnings were released. In communication with other players at Roby Casino, it often happens that withdrawals are delayed. In my case, I find the processing time excessive. I hope for a prompt withdrawal.

Meine Gewinne stammen aus einem Einzahlungsbonus. Dieser wurde korrekt umgesetzt und meine Gewinne freigegeben. In Kommunikation mit anderen Spielern im Roby Casino kommt es öfters vor, dass Auszahlungen verzögert werden. In meinem Fall finde ich die Bearbeitungszeit für übertrieben. Ich hoffe auf zeitnahe Auszahlung.

Here is the chat communication from yesterday:

We sincerely apologize for the delay caused by technical problems with our payment service provider. However, we can assure you that we processed the transaction correctly.

When asked if it was still being processed, this was the response:

Yes, they are still being processed and I will make sure that you receive it as soon as possible.

Again I was put off and blamed on technical problems. If this were the case, why did they only tell me after 4 weeks? I hope for a prompt clarification and payment!!!

Hier die Chat Kommunikation von gestern:

Wir entschuldigen uns aufrichtig für die Verzögerung, die durch technische Probleme bei unserem Zahlungsdienstleister entstanden ist. Wir können Ihnen jedoch versichern, dass der Vorgang bei uns korrekt verarbeitet wurde.

Auf die Frage ob es immer noch in Bearbeitung ist kam dies:

Ja die sind noch in Bearbeitung und ich werde mich darum kümmern dass Sie es schnell wie möglich erhalten.

Wieder wurde ich vertröstet und die Schuld auf technische Probleme geschoben. Wenn dies so wäre, wieso sagt man mir das erst nach 4 Wochen? Ich hoffe auf eine zeitnahe Klärung bzw Auszahlung!!!

Thank you very much, asgard18, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello asgard18, 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 payouts. 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 requests are being processed longer than usual, and whether you were able to solve the problems with your payment provider? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

I'm now starting at position 250 in the live chat. This is all very strange. I'm starting to believe this is a scam, as I haven't found any other case where you have to wait over a month for your payouts to be processed without any reason. I hope this case ends peacefully.

Im live chat starte ich mittlerweile auf Position 250. Das ist alles sehr kurios. So langsam glaube ich an Betrug, da ich keinen anderen Fall gefunden habe, wo man ohne Begründung über einen Monat auf die Bearbeitung seiner Auszahlungen warten muss. Ich hoffe auf ein friedliches Ende diese Falles.

The 3 withdrawals were made today. I will now request further withdrawals.

Die 3 Auszahlungen wurden heute getätigt. Ich werde nun weitere Auszahlungen beantragen.

Hi asgard18, thank you for keeping us up to date! :)

Could you please confirm how much money you have received and how much is still to be withdrawn? Just so I can keep an eye on things properly on my end.

3x 500€ were transferred.

I will still request 2000€.

3x 500€ wurden überwiesen.

2000€ werde ich noch anfordern.

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.

Hello asgard18, have you managed to withdraw the remaining 2,000€ or are you still waiting?

There is still €1000 missing. If things continue at this pace, it should be done the day after tomorrow.

Es fehlen noch 1000€. Sollte es in dem Tempo weitergehen, sollte es übermorgen erledigt sein.

500€ are still missing. I was actually expecting the money yesterday.

500€ fehlen noch. Hatte eigentlich gestern mit dem Geld gerechnet.

Thank you for the update! I will try to message casino again, hopefully they can at least explain the hold up.

As I have managed to find additional contact and seems like the issue is being looked into on the casino's end, I will extend the timer for a few extra days.

I have just received a mssage from the casino representative:

Dear all

Thank you for your patience. Kindly be informed that the customer has only one last active withdrawal currently and we are working on processing it as soon as possible.

Best Regards

RobyCasino Team

Dear asgard18, please let us know as soon as the withdrawal is received on your end and whether that is the last missing payment processed. Thank you.

All right. I received everything. Thank you to everyone involved.

Alles klar. Ich habe alles erhalten. Vielen Dank an alle Beteiligten.

Dear asgard18,

I am glad to hear that your issue has been resolved, and would like the casino representative to looking into this issue for us. 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, 

Matej 

Casino.Guru