Roby Casino - Player faces delayed document processing.

Casino has not been able to process my documents for 3 months. Spent hours on chat sessions with agents promising escalations. If I pressure them to act suddenly their shift was over. Support does not reply to emails.

Dear holdencau,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Hello,

Yes, I am supposed to deliver incoming and outgoing transaction history for the appropriate payment method (Jeton). Of course I did it 3 months back. Then Roby changed the data from 3-6months history to the month of June. I submitted the documents and nothing. I sent them via email and nothing.

I was advised to contact support via email but I haven't got any reply so what's the point? What else can I do if I followed all the necessary steps and yuusyill have not verified my account/paid out?

Thank you very much, holdencau, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you holdencau for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Roby Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help resolve this.

Thank you!

Hi,

I have just got paid - thanks for your assistance!

Dear holdencau,

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, 

Peter