Roby Casino - Pelaajan itsesulkupyyntö jätetään huomiotta.

I want to self-exclude, but the casino ignores me and does not block the account.

Ich will eine Selbstsperre, Casino ignoriert jedoch und sperre den Account nicht.

Dear stickeralarm,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I would like to self-exclude because I NEVER want to play at this casino again.

I never want to have an account there again!

Ich möchte einen Selbstausschluss da ich NIE Wieder bei diesem Casino spielen möchte.

Ich will dort nie mehr einen Account haben !

Thank you for your email. In the messages you sent to the casino, you did not mention the reason why you want to close your account. Please note that we are able to assist only those players who wish to block their account due to gambling addiction. If you are interested in our assistance, please fill out the following form and send it to the casino. Add my email address, veronika.f@casino.guru, as a CC.

Email subject: Self-exclusion due to gambling addiction

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 materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is 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."

I have sent

Haben ich versendet

Thank you for your email. Have you received any response from the casino yet? Please keep me updated.

Hello, unfortunately I didn't receive any response.

Hallo leider keine Rückmeldung erhalten.

Thank you very much, stickeralarm, 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 to see your problem being resolved to your satisfaction in the near future.

Hello stickeralarm, nice to meet you!

My name is Matej, and I will be assisting you with this case. 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 possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Dear all

Thank you for your patience.

Apologies for the inconvenience, kindly be informed that customer gaming account is permanently closed and all communications has been turned off .

Best Regards

RobyCasino Team

Thanks to Roby Casino Team for looking into this matter, and confirming the account closure.

Dear stickeralarm,

As there is no disputed amount and the account has been successfully closed, I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation with this case. 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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