Roby Casino - Pelaajan omaehtoista pelikieltoa koskevaa pyyntöä ei otettu huomioon.

I am filing this complaint due to Roby Casino’s failure to enforce my self-exclusion request, which led to continued gambling and financial loss during a period when I had explicitly asked to be prevented from accessing my account.

I first requested self-exclusion on 17 December 2025, clearly stating that I wished to be stopped from gambling due to harm concerns. Over the following weeks, I made multiple further requests and had several conversations with customer support about this issue. Despite this, my account remained fully active until 27 January 2026, when the exclusion was finally applied.

This represents a delay of approximately six weeks in implementing a critical responsible gambling safeguard.

During this same period, I was in contact with support regarding account matters, including cashback requests. These interactions show that staff were actively engaging with me and were aware of my account activity, yet my previously stated request for self-exclusion was still not actioned. At no point was my account restricted despite my clear request to be prevented from gambling.

Because Roby Casino failed to apply the exclusion when requested, I continued to deposit and gamble during a period when I should not have had access to the platform. This gambling occurred after the casino had been placed on notice that I required exclusion.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roby Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share your initial attempts to contact support on December 17th in order to seek player protection, and the responses from the casino?
• Could you please clarify how much your net losses were during that time? How much you wish to be refunded?
• Could you please specify when the last time the casino allowed you to deposit was, and when your account was closed?
• Share your responses publicly here or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

I have sent the requested information to the email provided.

I have not heard anything back, could I please have an update on this?

Thanks for your patience.

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at support@robycasino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Roby Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

You wrote that you were in contact with support at the time regarding other matters.

• Could you please clarify whether this was via email or live chat?
• Have you notified them that your self-exclusion wasn't responded to or processed?
• Is there any communication in which you cited concerns that gambling is causing you harm? Would you be able to share any such communication with me?
• Send the information to my email at tomas@casino.guru

Please let me know about the result of your new self-exclusion request.

I have emailed you the requested information and look forward to your reponse.

Roby Casino have agreed to refund me $1,000.00 NZD. It has now been 4 working days since the offer and I have not received the funds. This part is very frustrating.

Roby Casino agreed to issue a $1,000 NZD goodwill refund. As of today, this refund has not been received, several days after this was offered and agreed too.

This issue is no longer just about the financial loss — the lack of response and failure to honor their commitment has caused significant stress and disparity, which is extremely frustrating.

I have contacted Roby Casino multiple times requesting payment and am posting this update to document the lack of action and hope for a timely resolution.

All correspondence regarding this matter is documented.

Dear OxyJen,

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, Igor (igor.p@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,

Tomas

Dear OxyJen,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Roby Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Roby Casino representative to join this conversation and participate in resolving this complaint.

Dear Roby Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello everyone!

We kindly inform you that we are checking the matter and we will have updates for you as soon as possible.

Thank you so much for your patience.

Best regards,

Roby Casino Team

Dear Roby Casino,

Thank you for your response and for informing us that you are already looking into this case.

Upon reviewing the communication with the player, I would like to point out one important detail.

The player should never be "threatened" that their balance will be voided upon a self-exclusion request.

This is contradictory to the basic idea of self-exclusion and responsible gambling — to protect vulnerable players from gambling their money away.

Therefore, the player should be eligible for a refund of their deposits made since 9/1/2026.

Dear OxyJen,

Thank you for your patience.

We kindly inform you that the $1,000 NZD goodwill refund has been completed successfully.

Excuse us a lot for the inconvenience caused from this delay.

Best regards,

RobyCasino Team

Thank you for confirming the $1,000 NZD goodwill refund has been processed.

However, as noted in the earlier review, I should be eligible for a refund of all deposits made since 9/1/2026 due to the self-exclusion issue.

Please confirm the total amount deposited during that period and clarify whether the remaining balance will be refunded.

Dear Roby Casino,

Could you kindly provide us with the complete deposit history of the player from January 9th until the account closure?

Thank you for your assistance.

Dear all,

We are in touch with the relevant team and we will provide you the deposit history as soon as possible.

Thank you for your patience.

Best regards,

RobyCasino Team

Dear Roby Casino,

Thank you for your response and collaboration.

Could you please inform me when the deposit history will be sent?

Dear Igor,

We kindly inform you that we have provided the requested document to you via e-mail.

Thank you all for your patience.

Best regards,

RobyCasino Team

Dear Roby Casino,

Thank you for your email.

After reviewing the player’s deposit history, the total amount of deposits made after the initial self-exclusion request on 9/1/2026 is 1,653 NZD.

As mentioned previously, a player should never be "threatened" with having their balance voided upon requesting self-exclusion.

Therefore, in addition to the 1,000 NZD already refunded, the player is eligible for a further 653 NZD.

Dear all,

We kindly inform you that we are checking the matter and we will have updates for you very soon.

Thank you so much for your understanding.

Best regards,

RobyCasino Team

Dear Roby Casino,

Thank you for your response and for informing us that you are looking into this matter.

Please let us know once there is any update regarding this case.

Dear OxyJen,

Thank you for your patience.

We kindly inform you that the amount of 653 NZD has been approved from our management and your refund will be completed as soon as possible.

Thank you for your understanding.

Best regards,

Roby Casino Team

Thank you,

I will mark the issue as resolved as soon as I have received the funds.

Dear OxyJen,

We kindly ask that you inform us once you have received your funds.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear OxyJen,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor