The player from Germany had been waiting since October 6, 2024, for a withdrawal of 180€, receiving repeated assurances from customer support that it would process in 3-5 business days. Frustration grew as the player felt a lack of progress. The issue was resolved shortly after reporting to the Complaints Team, with the payment processed in less than 2 hours. The complaint was marked as 'resolved' in the system, and the player was encouraged to reach out for future issues.
Roby Casino - Player’s withdrawal has been delayed.
Amount: €180
Roby Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Since October 6, 2024, I have been waiting for my withdrawal of 180€. In the chat, I keep getting reassured that it will take 3-5 business days and that I should be patient. I'm also told to keep in mind that they do not work on Saturdays, Sundays, and holidays. I'm slowly running out of patience and don't know what else I can do.
Automatic translation:
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1 month ago
Dear traumfaengerbaby,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 month ago
Translation
Thank you very much, after I reported here the payment was processed within less than 2 hours!
Automatic translation:
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1 month ago
Dear traumfaengerbaby,
Great news :) 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 (here). 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,
Petronela
Casino.Guru
