The player from France has requested a withdrawal from the casino two weeks ago but has not yet received her funds.
Roby Casino - Player faces delayed withdrawal.
Amount: €800
Roby Casino
Safety Index:HighSafety Index
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8.4
Roby Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
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Waiting for Casino Guru to reply
6d 19h 2m 3s
Case summary
1 hour ago
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1 week ago
Dear Sasa801,
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?
Could you please confirm that you have passed the KYC verification?
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
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1 week ago
Translation
Hello, no I have never made any withdrawals before these. I did not need to do any verification because it is only at the request of the casino and for the moment I have no request. And to explain to you I deposited a first time without bonus then I had free spins offered. On these free spins, I won a very small amount, around 3€. So I made a small bet. I finished it quickly and at that time, I had around 1000€ on my balance which went directly to my real balance. It was at that time that I made the withdrawals of 800€ in two installments (500€ and 300€). I of course went to see the general conditions of the casino and there is nothing specified when it comes to free spins except the fact that the winnings from free spins cannot exceed 80€ except that my winnings from free spins corresponded to around 3€. But there was no stipulation regarding withdrawals. Attached are screenshots of the chat. Thanks for any help you can provide.
Automatic translation:
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5 hours ago
Dear Sasa801, have you contacted the casino to double-check that no verification (KYC) is actually required for your withdrawal?
Could you please confirm if you met all the wagering requirements, even if the winnings came from free spins?
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4 hours ago
Hello, yes I checked and no verification is required. And I confirm that the wagering requirements have been met. Thank you.
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