Roby Casino - Player claims that payment has been delayed.

I have made 3x500e withdrawal requests and the account balance after these is 4500e which I also want to withdraw. I have been in contact with the casino every day. They promise and apologize. Attached is my first withdrawal at that stage today. They have not asked for account confirmation but it says that it is not necessary. I am already powerless with this matter. I only get similar round apologies and they promise to deal with the matter as soon as possible. I would like to ask for your help.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hey, I got the first 3×500e, here we go again, waiting for the next ones..

Dear player, to better understand the situation, how long did it take for you to receive the first three withdrawals from the moment you submitted the requests?

On which exact dates did you request the next three €500 withdrawals?

Are these latest withdrawals still pending, or has the casino provided any updates?

still haven't received these. I've been in touch every day. Just promise and apologize for the delay.

Dear player, how long did it take for you to receive the first three withdrawals from the moment you submitted the requests?

2 weeks

I won't be getting anything else because I played them. I'm sure the casino expects this to happen to the rest of these withdrawal requests. I won't do that. Haha.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Roby Casino representative to join this conversation.

Dear Roby Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

The pictures show when I made the withdrawal requests, i.e. 1.7, 2.7 and 3.7. I have been in contact every day via chat and email, they always apologize for the issue and promise to take care of it quickly. This is not quickly. They also paid my previous withdrawal requests with a delay, it took 11 days to withdraw. I received them on 1.7, so the total amount was also 1500. It was the first withdrawal and I assumed that this next one would go reasonably well. It didn't go through, it just took longer. So now it's been 16 days, that's really too long

Dear all,

We sincerely apologize for the extended wait.

Please be assured that your request is being handled with the highest priority by our team.

We truly appreciate your patience and understanding in this matter.

Kind regards,

RobyCasino Team

Dear Roby Casino,

We will be waiting for your update.

Withdrawal requests are still in the "processing" stage. I'm really upset about this. I've received that promise from the casino before. Now, have your say, thank you.

Dear Fiinastiina,

We are pleased to inform you that your withdrawal request of 1500 EUR has been successfully completed.

Kind Regards,

Roby Casino Team

Dear player,

Could you please confirm, you have received the withdrawal?

Thank you.

Hi, yes, I just got the money. So it's all good, thanks everyone. The matter has been resolved. Have a nice summer 🌻

Dear player,

We're glad to hear that your issue has been resolved. 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,

Mirka Dubasova

Casino.Guru