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I requested a withdrawal of 1,500 CHF more than a month ago, but the money has not arrived yet. I still have an additional 1,556.35 CHF remaining on my balance, making it a total of 3,056.35 CHF. My account is fully verified, but the casino is delaying the payment without a clear explanation. Please help me get my funds.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link.
• What explanation have you received from customer support regarding the delay in processing your payment?
• Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for your assistance. Here are the details regarding my situation:

Type of games: I only played sports betting, specifically tennis.

Bonus: I played with my own money. I deposited 150 CHF via Paysafecard and I did not use any bonuses.

Support explanation: Every time I contact customer support, they give me the same answer – that my withdrawal is "in process." However, it has been over a month and I still haven't received my funds or any further explanation.

Previous withdrawals: This is my first withdrawal from this casino.

I hope this helps you move forward with my case. Please let me know if you need any screenshots or further proof.

Best regards.

Thank you for your reply. Please forward me the most recent communication between you and the casino customer support regarding the delay in processing your payments at veronika.f@casino.guru. Have you received any of your winnings in the meantime?

Hello Veronika,

Please find attached a screenshot of my conversation with Roby Casino customer support regarding the delay in processing my payments.

I have still not received any payments. They informed me that the past payments were canceled by my bank. There are currently 3 payments processing right now.

Best regards,

Luka

Dear Cakiluka2

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, Romi (romana.r@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,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Roby Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Roby Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear all,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Roby Casino

Dear Roby,

Thank you for contacting us.

We would like to inform you that your withdrawals is successfully completed.

Kind regards,

Roby Casino

Dear Cakiluka2,

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.