The player from Germany requested three withdrawals and was asked to verify his account. The casino rejected the document related to his June 1st Paysafe deposit three times, requesting transaction history from the last 3 to 6 months. However, Paysafe only stored transactions for one month, leaving him unable to provide the requested information. The player lost all his money and requested to close the complaint, which was done as per his explicit request.
Roby Casino - Player’s withdrawal is delayed due to verification issue.
Amount: €380
Roby Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
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3 weeks ago
Translation
Hello, I have the following problem: After requesting three withdrawals, I was asked to verify my account. Since then, there have been issues with the verification of my transaction history. I deposited using Paysafe, and only once, on June 1st. I'll upload that for you shortly. The document has been rejected three times so far, with the reason being that I should send all transactions from the last 3 to 6 months. I don't know why the casino needs to know where I deposit my money, and Paysafe only stores transactions for one month. I can't send the casino anything else because there is nothing else to send. So, I can't upload anything for you.
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3 weeks ago
Dear Lolek100,
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 make sure I understand your situation completely.
Could you please specify if you asked your payment provider (Paysafe) to send you a transaction history for the period of time requested by the casino?
Do I understand correctly that you made only one deposit via Paysafe, and it was paid this June?
What other payment methods did you use for depositing to the casino? Have these methods been successfully verified?
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
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3 weeks ago
Translation
Hello, no, I haven't asked Paysafe to send me the transactions from the last six months yet, why? I made a deposit in this casino in June and that's all, and I also sent this receipt, I would be happy to send it to you. There is no other payment method. You can't get yourself verified beforehand so that you send the documents beforehand, so one point during the verification seemed Spanish to me too, namely I had to take a selfie and the casino website should be visible in the background on another device, I then did this with my nephew. Oh, now it's only 250 euros because I've lost some again, but I'm leaving it in the account, it seems to me as if they aren't willing to pay out the money at all because I haven't had to give any information about my account yet. So I've now downloaded the transactions from the last six months and sent them to the casino, now I'm curious
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3 weeks ago
Translation
This is the worst casino I wanted to exchange my coins for bonus money I was told that this function doesn't work for me that's 264 coins and you have to wager 100 euros in real money for each coin.. This is a whole bunch of fraud casinos like Kingmaker Viper Win Play IO etc.. They should be taken out of circulation
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2 weeks ago
Could you please advise if the document with the transactions you sent to the casino was approved?
Also, can you please specify the amount you are now trying to withdraw? Are there any pending withdrawal requests in your account?
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2 weeks ago
Translation
No, I lost everything and today I checked what was happening with the document. It was rejected again. It's a whole chain of fraud casinos, as I described above. You can close the case because the money is all as the casino wants it from every player. I can only advise everyone not to play with these fraudsters.. Wherever you get a bonus crab when you make a deposit, you can be sure that your money is gone. Have a nice weekend.
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