Roby Casino - Player's account is closed after withdrawal issue.

Today, I decided that I am done. I am quitting playing at all online casinos that exist. It is a scam and FRAUD!!!!

When I created an account at Ruby Casino and played on my game account, I won 129,800 CZK. Since I was newly registered, some free spins were supposed to be credited to me as a bonus with my deposits. However, the bonus never activated on its own and was never credited properly. I always had to contact support to get the bonus activated. Today, I asked support again to activate my bonus of 20 free spins. The chat representative, named Martinas, initially did everything correctly until he responded with a simple message - done. I replied with a question mark because I didn't see the 20 free spins in my game account. He responded that it would be credited automatically and I would be notified by a pop-up window. After about a minute, a pop-up appeared on the casino's website indicating that the 20 free spins were now activated. As soon as the pop-up appeared, my current balance was immediately wiped to zero, so I started to address this with the agent Martinas. He initially did not respond to my messages or replied with completely irrelevant answers. I asked him where my account money went because it disappeared as soon as the 20 free spins were credited. After a long conversation, he then transferred me to a different colleague for some reason related to my country or something like that. In the meantime, the chat was terminated about twice, and I had to request a new connection each time. I finally spoke with his colleague, and when I explained what had happened, she asked if I was indeed communicating with an agent. Of course, I had started the chat from the Casino website. She asked me a few more questions and then ended the chat on her own. Subsequently, I was logged out of my account, and now I cannot log back in.

https://youtu.be/M2sItGpaQno

https://youtu.be/VzcM8H0494I

Dear BonoTox,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me the exact link or a screenshot of the bonus you activated with your deposit, as well as the link or screenshot of the free spin bonus you intended to activate with the help of customer support?

Additionally, customer support mentioned that the balance in your account was lost during gameplay. To investigate this, could you please provide your complete gaming history in Excel format? You can request this from the casino and then forward it to me at veronika.l@casino.guru. This information is crucial for us to verify whether your balance of 129,800 CZK truly disappeared from your account or if it was lost through gameplay.

Also, could you clarify if your account is currently blocked? If so, what was the balance in your account when it was blocked?

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

Best regards

Veronika

Dear BonoTox,

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.

Good morning.

It was a 20 free spin bonus. As soon as you credited me with 20 free spins, my entire account was deleted, including the amounts I had on my account, and I was left with only 20 free spins and that was it. Unfortunately, I only started recording after that.

The balance was 129,800 before they deleted it for me.

As I already stated in my previous reply, customer support mentioned in your live chat that the balance you had in your account was lost during gameplay. To investigate this, could you please provide your complete gaming history in Excel format? You can request this from the casino and then forward it to me at veronika.l@casino.guru. This information is crucial for us to verify whether your balance of 129,800 CZK truly disappeared from your account or if it was lost through gameplay. Thank you for your cooperation.

ok i wrote to the casino. As soon as you answer me, I will forward it to you immediately.

Thank you for letting me know. I will be waiting for your email.

Dear BonoTox,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.