The player from Germany faced issues with the casino not processing his withdrawal requests totaling 4,000 Euros, limited to 500 Euros per withdrawal. Despite multiple assurances from support, none of the three withdrawal requests had been processed after waiting for seven days. The issue was resolved when the player confirmed that the money had now been paid out. The complaint was marked as 'resolved' in the system, and the player was encouraged to reach out for future assistance if needed.
Roby Casino - Player’s withdrawals are delayed.
Amount: €4,000
Roby Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
5 months ago
Translation
The casino is not processing my requested withdrawal. I want to cash out 4,000 Euros. Unfortunately, withdrawals are limited to 500 Euros. I have requested three withdrawals of 500 Euros each. I applied for the first withdrawal on 12.11.2024 and the other two on the following days. So far, none of the withdrawals have been processed, even though support has assured me several times that the money will be credited to my bank account shortly.
I have now been waiting for 7 days for the first 500 Euros. This is simply unacceptable.
Automatic translation:
Public
Public
5 months ago
Dear InaEis,
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,
Tomas
Public
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5 months ago
Translation
Hello !
Thank you for your feedback.
I will continue to wait for my payout. The casino does not currently require any verification documents, so this cannot be the reason why the payout is delayed.
If nothing has happened regarding the payment after 14 days, I will contact you again.
Automatic translation:
Public
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4 months ago
Dear InaEis,
Have you received your payout yet?
Please let me know how we may assist.
Public
Public
4 months ago
Dear InaEis,
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.
Public
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4 months ago
Dear InaEis,
I am glad to hear your withdrawals are being processed. 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 https://www.trustpilot.com/evaluate/casino.guru. 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,
Tomas
Casino.Guru
