The player from Germany was unable to activate a promised 200% bonus after making a deposit, despite having received a personal offer via email. After inquiring through chat, she learned that the bonus had been rejected without any explanation. The Complaints Team acknowledged her frustration but explained that they could not compel the casino to grant bonuses or penalize them for not providing one. Since she had already wagered the deposited amount, the complaint was closed with no further action taken.
Roby Casino - Player’s bonus claim has been denied.
Amount: €100
Roby Casino
Safety Index:Very highSafety Index
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9.1
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Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
I received an offer by email. I was supposed to get a 200% bonus after making a deposit. This was supposed to be activated automatically. It wasn't activated. I asked in the chat and Alex forwarded it to the relevant department. After hours of waiting, I was told in the chat that the administrator had rejected the bonus. No explanation given!! I find this highly dubious. You get a personal offer and after making a deposit you say no. I think this should be made public and I hope for your help in finding a solution.
Automatic translation:
Public
Public
1 month ago
Dear Roswitha74,
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.
- Could you please share shat justification you received from the casino denying you the welcome bonus?
- Have you asked the casino to refund you the deposit?
- Have you decided to continue to play with the deposited funds?
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
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1 month ago
Translation
Hello Tomas, the employee in the chat didn't give me a reason. They just said that the administrator had rejected it. I then wanted my money back, but they didn't respond. I could take part in tournaments. I also sent two emails to the casino, but unfortunately I didn't get a response. I have now wagered the money, but in my opinion this bonus strategy should be reported publicly so that other players are warned. I find this behavior dubious.
MEGA RELOAD OFFER
[ link removed by casino.guru admin]
Roswitha,
We boost your end of month with the following offer:
200% up to €600!
The Bonus will be credited automatically to your account after you make a deposit.
Get your bonus boost now!
That was the offer.
Unfortunately I couldn't upload the screenshot.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 month ago
Thanks for your reply and explanation.
I understand your frustration if the casino offers you a bonus and later denies it.
Please understand that we can't compel the casino to grant you bonuses, not penalize them if they fail to give you a bonus.
Since you confirmed you already played with the deposited amount, there is no further action that we can take and the complaint will be closed.
Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
