Roby Casino - Player’s account has been closed but allowed deposits.

Hi. I had an account with Roby casino, and because of my addiction, I request the closure of the account last year,and in 4 /6/2024, I receive an email from the casino support ,confirming my account closure.

Today,27 /1/2025, I receive an email from robycasino, with free spins and bonus deposit, and I was able to login with the same email from the same account that was closed,lost control and spent 205 euros deposits.

I want to ask for a refund for that deposits, because I shouldn't receive any promotional emails and neither be able to deposit in the same account that I closed a few months ago.

The casino didn't, respect the commitment of responsible game ,and I think that my deposits should be returned and once for all,put my name in black list, following the example from other casinos.

Hope that you can help me to solve that situation.

Best regards

Vitor ****

Dear Bufalo42,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roby Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you contacted the casino and requested a refund due to failed self-exclusion already? With what result?
• Could you please forward your correspondence with the casino where you requested account closure due to your gambling problems?
• Could you please share with me your communication with the casino supporting your complaint? Send emails or chat transcripts to my email at tomas@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,

Tomas

Hi. Already expose this situation trough livechat and the agent told me to wait for an email from the responsible department.

I have an email that I will forward to your email.

I didn't,t request chat transcripts, the only thing I did was requested the account closure because I was addicted.

Will send the email to yours.

Best regards

Vitor ****

Thanks for your email and the provided information.

To request a refund on your behalf we would require proof you informed the casino of your gambling problems back in June or at any time in the past.

Unfortunately, you provided only a confirmation of account closure. Such information doesn't lead us to conclude player protection was supposed to be in place. Without appropriate evidence, it would be impossible for us to confront the casino.

Have you received any response regarding your refund request from the casino?

Please let me know.

Waiting for an email from the casino, I request through live chat,but unfortunately I Don,t have the chat transcription.

Thanks for your reply.

Could you please explain under which circumstances was your account reopened?

Was it necessary for you to contact casino support and request a reopening of your account?

If there are any details you may provide please share them with me.

Hi. I receive a promotional email, offering me free spins, and I login in the casino with no restrictions. If I request account closure,shouldn't have any promotional offers.

Thanks for your reply.

Could you please forward the promotional email you received from the casino along with your request for a refund and assistance to the casino made after your account was reopened?

Send the information to my email at tomas@casino.guru I apologize for the inconvenience.

Dear Bufalo42,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Emails sent. Last one I have from the casino was in 10 february.

Best regards

Vitor ***

Thank you very much, Bufalo42, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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.

Hello Bufalo42, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Roby Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation around sending promotional materials to a player who has been self-excluded? I would also appreciate if you can provide us with any and all relevant evidence. Sensitive information can be sent to me directly via e-mail at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear All,

Thank you for reaching out to us.

We would like to kindly inform you that the case is being reviewed by the relevant team, and you will be notified as soon as there is an update.

Best regards,

Roby Casino Team

Thank you for stepping in, Roby Casino Team. Please, let us know as soon as you have more information available.

Dear All,

Thank you for reaching out to us.

We are pleased to inform you that the refund has been successfully completed.

Best regards,

Roby Casino Team

Thank you for the update!

Dear Roby Casino Team, could you please confirm that the account has been closed permanently, with no option for re-opening, and that the player will no longer receive any marketing offers via e-mail and phone?

Dear Bufalo42, please let us know once you receive the refund, to keep us up to date.

All sorted. Thanks for the casino concern about my situation.

Still on my way to control my addiction, and in the end, have to gave a positive feedback about the casino, about this situation.

Good luck for the casino and also big thanks for the guru team support

Dear Bufalo42,

I am glad to hear that your issue has been resolved, and also would like to thank the Roby Casino Team for stepping in. I'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.

Also, I would like to bring to your attention this free app called BetBlocker (https://betblocker.org/), that you can install on both your computer and mobile phone, that can keep you safe from online gambling. And if you feel like the addiction is getting out of hand, I would also like to recommend you seeking professional help. Good place to start would be our database (https://casino.guru/problem-gambling-help-centers#cnt_106=true), where you can find help close to your home, and preferred method of attendance. Hope this helps and I wish you all the best in the future.

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,

Matej

Casino.Guru