Roby Casino - general discussion (page 4)

Hello, when I click on Live Chat, whether on PC, mobile phone, or iPad, no new window opens. I tried contacting them via email, but I haven't received a response; this has been the case for several months.

That's a long time for no one to respond. I would try filing a complaint with us if you want to self-exclude and it's not possible.

What do you think?

Yes, I wanted to do that too, but I received another spam message today.

Okay, and how does that prevent you from opening a complaint? 

I just saw that this is a general discussion, my mistake.

Hello, I'm a bit confused, but you certainly don't need to apologize. Perhaps you were both talking about different complaints.

Generally speaking, if you can't solve problem in casino on your own, we provide this feature 👈

Are you having an issue submitting a CasinoGuru complaint, please? Don't hesitate to tell me; I'm here to assist you.

Hello dear community,

Unfortunately, I cannot recommend this casino and have had a strange impression so far. I deposited and won €3,000. Yesterday I withdrew €500 and today another €500, which is currently being processed.

Apparently, no verification is required, which I don't understand. I was told everything is fine. My suspicion is that this is just a way to buy time. So, the verification will definitely come eventually, and then more time will pass because of the review process.

Then it's a major drawback that they don't work on weekends. In my view, that's unacceptable. After all, I can make deposits at any time, and it's accepted. But as a customer, I have to wait until the weekend – completely outdated. This is yet another opportunity to save time.

Then the following happened: You added a €5.00 credit to my remaining balance of €2001.55. I don't know where this credit came from. The transaction history shows a credit that I didn't make. Because of this, I can't withdraw another €500.00, as I have to process deposits before I can withdraw them. Deposit? This €5.00 isn't mine. I've forwarded this to the IT department.

This reeks of a sneaky, brazen method to entice me to gamble and lose. Absolutely unacceptable. I hope I receive my payouts quickly.

I'm reporting here.

Best regards

luckypunch87

Actually not every casino asks for verification. It is nothing unusual.

To that point, that they don't process withdrawals during the weekend is also nothing unusual. Banks also don't work then, right?

I hope that you will be able to find out from the support where the money came from, though. Please let us know about any updates and if the withdrawal is all good.

Thank you for your message, Romi.

I think it's generally good that you're trying to examine and understand the casinos' perspective, but here we clearly need to talk about modern service and fairness. Please don't forget that they also hold the upper hand and use that to their advantage.

Pausing withdrawals on weekends is simply outdated. Many reputable and well-run online casinos now process withdrawals around the clock, including Saturdays and Sundays. And what happens after the weekend? Exactly, nothing. The weekend is merely a way to buy time; they don't realize they're only human and need a break. They want players to cancel their withdrawals and gamble away their winnings.

It's completely unreasonable that deposits are accepted in seconds, but withdrawals then take days or weeks. We're talking about high-risk gambling here: if I, as a player, am willing to risk my money immediately, it's only fair that winnings are processed just as quickly and professionally.

This casino should receive a more negative rating than it currently does. For many players, KYC processing and withdrawals are far more important than a fast live chat that never really helps, or the design of the gaming site, etc.

I'll let you know as soon as there are any updates.

Hello, thanks for such follow-up. I guess at this point we leave other players to compare opinions or experiences. In the end, the casino representative is not present here, so there is little space for a second opinion. If you catch my drift here.

Your experiences are important, and the best way to contribute to the casino's image is through a user review or complaint. However, a forum is a wonderful way to talk about anything related.

Naturally, we will remain available for any updates.

Thank you for your reply. I only have two questions for you:

1.) How would you feel if the casino informed me after more than a week that KYC verification was indeed required, even though they kept saying, "Not necessary. The withdrawal is already being processed"? Wouldn't you think, "Why didn't they tell you beforehand?"

2.) Why do you respond to your members so quickly here? Why don't you take 1-2 weeks?

Hello, I believe my feelings are not constructive for your situation but I understand that your feelings matter, and we hear you here.

This is a forum and we admins are keeping a look at it daily. However, complaints work differently. Mediators are not admins on the forum; hence, every complaint is equipped with its own timer.

Feel free to learn more about the complaints. 👈

Thank you for your time and reply.

I have already filed a complaint about this.

Anytime. You may keep us posted even here on the forum. It is your call, of course.

I absolutely cannot recommend this casino, folks. Please stay away. Not a single withdrawal has been processed since February 20th. I filed a complaint, and Guru is just watching as the casino carries on as usual. And he even gets a good review for it. Unbelievable, Guru, what you're doing here.

I will no longer rely on your ratings. Show some backbone, Guru, and support your members. The casinos are reading this, just so you know, and having a good laugh.

I absolutely cannot recommend this casino and its group.

Hi, we're monitoring the casino's payment decision. If they don't pay, their rating will be adjusted based on the number of black points awarded. This represents the care. Besides, all experiences and complaints are fully available for others to form their opinions as well.

But I get what you are saying, and thanks, I guess.

After receiving the €1,500 payout, I was tormented and strung along for weeks again. I lost everything due to addiction and frustration.

In my opinion, both the casino and its guru are fraudsters. The casino plays its games while you watch and tolerate it because you receive money from them and pretend to help when problems arise.

Dear users, Guru is NOT an independent platform. They profit from it. I urge you to stay away from gambling. I won €10,000 and was only able to withdraw €1,500. The casinos are laughing at us too. I truly urge you to turn your backs on both Guru and the casinos.

You can do it!

I understand that this situation has been very frustrating for you, especially when gambling and addiction are involved. Losing control over the situation can make everything feel much worse.

From our side, we unfortunately do not have any tool that would allow us to force casinos to process payments faster or change their decisions. What we can do is review situations through the complaint process and make the information visible to others. However, once the money is lost, the situation differs.

If you feel that gambling is becoming difficult to control, the most effective step is to ask the casino for a permanent account closure due to gambling addiction. Casinos are expected to treat such requests as immediate.

Since you already described struggling with problem gambling, the safest choice now would be to stay away from gambling altogether.

Take care.