Roby Casino - A conta do jogador permanece aberta apesar do pedido de autoexclusão.

Good morning,

I would like to complain about RobyCasino, which shows absolutely no interest in player protection. On April 10, 2026, I requested that my account be closed due to gambling addiction, and I discovered today that it is still open. Since it is structured similarly, I suspect it is the same operator as the other casinos where I am banned, and I have therefore requested a refund of my previous deposits totaling €800.

However, the casino is not responding to either the ban or the demand for a refund of €800.

I am asking for support.

Guten Morgen,

ich möchte mich über das RobyCasino beschweren, welches sich überhaupt nicht für Spielerschutz interessiert. Ich habe am 10.04.2026 beantragt, das Konto zu schließen aufgrund von Glücksspielsucht und habe heute festgestellt, dass es immernoch offen ist. Da es ähnlich aufgebaut ist, vermute ich, das es der gleiche Betreiber ist, wie auch bei anderen Casinos, wo ich gesperrt bin, habe ich auch die zuvor getätigten Einzahlungen in Höhe von 800€ gefordert.

Das Casino reagiert allerdings weder auf die Sperre noch auf die Forderung der Erstattungen in Höhe von 800€.

Ich bitte um Unterstützung.

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Dear Joko888,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello Veronika,

I sent you the logs via email.

Regards

Dominik

Hallo Veronika,

ich habe dir die Verläufe per Mail zugeschickt.

mfg

Dominik

Dear Casino Guru Team,

You can close the case. RobyCasino has responded to me and will refund the amount.

Regards

Dominik

Liebes Casino Guru Team,

Sie können den Fall schließen. RobyCasino hat mir geantwortet und erstattet mir den Betrag.

mfg

Dominik

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Joko888,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika