Roby Casino - Player's withdrawals are consistently delayed.

Hi There

I have tried in one year to withdraw more than 15k that I won in different occasions tha last was 8k. and although Im totally verified and has the highest VIP status they keep lying to me and keep delaying my withdrawals forever until I gamble it each time. this is not one time. its multiple times. I ended up spending over 30k on their casino and never managed to get one single withdrawal. my VIP account manager was lying to my face that she is telling the payment team know and always coming to me with we need to vefiy this and that - in short they never paid me. and everytime they keep delaying it for days then when I cancel to try to withdraw more. the counter reset and they told me they will look at at but out of frustration and bordom I gamble it all. its very sad as I never had to deal with such greedy and unfair casino like this one.

Dear PokiPoki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Just to clarify, do I understand correctly that you also lost this last withdrawal of 8,000 and that you no longer have anything left in your account?

What specific reasons did the casino give you for delaying your withdrawals?

How long have you been waiting for your most recent withdrawal of €8,000?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Dear PokiPoki, thank you for the email reply.

The player is solely responsible for the funds in their account, especially while waiting for their withdrawal. It’s important to understand that until the funds are fully withdrawn and in your possession, any activity in the account is your responsibility, and the casino is not liable for any potential issues that might arise during this time.

I’d like to explain you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.