The player from Germany had requested three withdrawals of 500 euros each over the previous two weeks but had not received any payouts. Despite multiple contacts with support and no need for account verification, the player was given excuses and became frustrated by the delays, which exceeded the stated 3-5 business days for payouts. After 19 days, the payment was finally made, and no further action was required. The issue was marked as resolved, and the player was thanked for their cooperation.
Roby Casino - Player experiences delayed withdrawals.
Amount: €1,500
Roby Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
3 weeks ago
Translation
Since 11/19/2024, I have requested three withdrawals of 500 euros each, and they have not been paid out to date. I have contacted support multiple times and have always been given excuses. Verification of the account was not required. The site's terms and conditions state that payouts take 3-5 business days. It has now been 14 days, and nothing has happened except promises. This is not acceptable. Reasons for the delay have not been provided.
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3 weeks ago
Dear bg1440,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 weeks ago
Translation
Hello, unfortunately I haven't been able to make a successful withdrawal yet, as I only registered there on November 18th. I used the starting bonus and got a message that everything is now real money. Verification is not required, at least that's what it said in my account profile. Unfortunately I didn't take any screenshots of the chat history. Since the 5th day after requesting the first withdrawal, I've asked in the chat every day. I always got the same standard response, that I should be patient and that support would send an urgent message to the finance department. I was also assured that no verification was required. I've already sent them screenshots of the withdrawal requests. The processing numbers are visible there.
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3 weeks ago
Translation
I have now written again and this was the answer:
Thank you for your patience. We fully understand your frustration and sincerely apologize for the ongoing delay in your withdrawals. And we deeply regret any inconvenience this has caused you. Please be assured that our dedicated team is actively working to resolve the issue and expedite the process. We will treat your case with the highest priority and ensure that you are informed immediately once your funds have been transferred. Your patience and understanding in this matter is truly appreciated.
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2 weeks ago
Translation
Hello, after 19! days the payment has now been made. No further action is required on your part. Thank you for your support
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2 weeks ago
Dear bg1440,
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,
Dominika
Casino.Guru
