HomeComplaintsRoby Casino - Player's withdrawals are delayed.

Roby Casino - Player's withdrawals are delayed.

Amount: €1,500

Roby Casino
Submitted: 30 Jan 2025 | Resolved : 09 Feb 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Greece had not received processing for three withdrawal requests of €500 each, which had been pending for the past four business days. After multiple follow-ups and delays, the player finally received the total amount of €1,500 after nearly 15 days. The complaint was marked as 'resolved' in the system.

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Good evening,


I am having an issue with this particular casino as they haven't processed my 3 withdrawals, each of €500, for the past 4 business days. No one has requested any verification from me as it is not required at this casino. Please, I need your assistance to resolve this problem I am facing.

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Dear Fotis_3333,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

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They don't ask for verification. I'll wait and see what happens.

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They still haven't deposited the amount...

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Thank you for your reply, Fotis_3333. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open, and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

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Translation

Good morning,

One request was made on 24/01, the second on 25/01 and the third on 26/01. I have suffered a lot of inconvenience as in the casino chat every time they tell me an excuse.. e.g. many withdrawal requests, payment delay by the provider.. I am really starting to worry. I have won fairly. I will listen to you and wait and come back with whatever happens.

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And since I see other users facing the same problem with payment delays, please give priority and maybe you should change the security index of roby casino. I await your news.

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Good morning,


I haven't received my money yesterday either and I feel like they're making fun of me in the chat. Some people tell me it's the high volume of withdrawal requests and others that it's the provider's fault.


I am also attaching the withdrawal requests so that they are available in the conversation.


I really don't know what else to do!





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Good morning,


Roby Casino didn't credit me the €1500 yesterday either. My experience with them is really bad. It's been 8 business days! I keep receiving the same automated messages from their customer service. They keep apologizing, saying they understand my dissatisfaction, that they're not from the financial staff, that the provider is late, that there's a large volume of withdrawals.. The same thing over and over again..


I await your valuable help..


Really..

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Good morning,


I wasn't credited the money yesterday either...


And the same in the chat..


1) We have prioritized

2) We understand your dissatisfaction

3) We apologize.

4) We apologize

5) Very soon the request will be processed (this is what they tell me every time I talk to them and it has been 9 business days)


I think they will never pay!

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Good morning,


They didn't pay me the 1500€ yesterday either. I have booked 10 business days and the 14 day limit (including holidays and weekends) has passed. My first request was 24/01, the second 25/01 and the third 26/01.


Let me note again that I have never been asked for identification as this casino does not require it and that I have not used any bonuses.


I really need your help.

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Thank you very much for your updates, Fotis_3333. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

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I have sent it to your email ( ) 9 attached files in pdf format from my conversations with Roby Casino service from 26/01 to 06/02.


They keep giving me the same excuses!!


I await your news.

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Good morning,


Have you seen my email??


Is there any progress??


They didn't even deposit the money to me yesterday, Friday.. It's been almost 15 days..


Really help me.

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They just paid all 3 requests.


Thank you very much!!

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Dear Fotis_3333,

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 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, 

Kristina

Casino.Guru 

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