Roby Casino - A conta do jogador permanece ativa apesar da solicitação de autoexclusão.

I am writing to file a complaint about Roby Casino, a platform I use and where I have suffered a serious problem due to my gambling addiction.

Sequence of events:

- On November 11, 2025, I made my first deposit of 250 euros.

- On November 12, via chat, I requested my definitive self-exclusion, citing gambling addiction; later I sent an email to clarify (I explicitly mention my problem and request lifetime exclusion), as I never want to gamble again.

- Despite this and my uncontrolled gambling addiction, my account was not closed; I continued to receive promotions by email and SMS, and I continued to deposit money on November 12, 13 and 17 (today being the 17th, the day of the last deposit, I made two withdrawals of €1000 and bet them again as soon as they arrived in the bank), totaling approximately €6,800 in 14 deposits , not counting the first €250, €4800 if the two withdrawals of €1000 from today are deducted.

This situation has affected me deeply, to the point that I have to take out loans to finance myself; once I start gambling, I can't stop.

I acted as quickly and responsibly as possible, with the support of a trusted person at the association where I receive treatment for gambling addiction.

I hope and wish that Roby Casino will act with the same responsibility to close this chapter.

Therefore, I formally request:

1) The full refund of the money paid.

2) The definitive closure of my account at Roby Casino.

3) My lifetime exclusion from all their services (I wish I could do that with all casinos in the world).

4) The immediate cessation of any offer or communication to gamble.

I expect a prompt response and that Casino Guru will mediate to ensure responsible and humane action.

Thank you so much.

Os escribo para presentar una reclamación sobre Roby Casino, plataforma de la que soy usuario y donde he sufrido un grave problema debido a mi ludopatía.

Sucesión de los hechos:

- El 11 de noviembre de 2025 realicé mi primer ingreso de 250 euros.

- El 12 de noviembre, por chat, solicité mi autoexclusión definitiva alegando ludopatía; más tarde envié un correo electrónico para dejarlo claro (hablo explícitamente de mi problema y solicito exclusión vitalicia), ya que no quiero volver a jugar jamás.

- A pesar de esto y de mi ludopatía descontrolada, mi cuenta no fue cerrada; seguí recibiendo promociones por correo electrónico y SMS, y continué ingresando dinero los días 12, 13 y 17 de noviembre (siendo hoy 17 el día del último ingreso, hice dos retiradas de 1000€ y las volví a apostar según me llegaron al banco), sumando aproximadamente 6.800 euros en 14 ingresos, sin contar los primeros 250 euros, 4800 euros si se descuentan las dos retiradas de 1000 euros de hoy.

Esta situación me ha afectado profundamente, hasta el punto de tener que pedir préstamos para financiarme, cuando empiezo a apostar, no puedo parar.

He actuado de la manera más rápida y responsable posible, contando con el apoyo de una persona de confianza en la asociación donde recibo tratamiento por la ludopatía.

Espero y deseo que Roby Casino actúe con la misma responsabilidad para cerrar este capítulo.

Por ello solicito formalmente:

1) La devolución íntegra del dinero ingresado.

2) El cierre definitivo de mi cuenta en Roby Casino.

3) Mi exclusión vitalicia de todos sus servicios (ojalá pudiera hacerlo con todos los casinos del mundo).

4) El cese inmediato de cualquier oferta o comunicación para jugar.

Espero una respuesta rápida y que Casino Guru medie para que se actúe con responsabilidad y humanidad.

Muchas gracias.

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Stay safe.

Dear Gioto6969,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roby Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

I sent an email in which I attached screenshots of the chat and email, where I request lifetime self-exclusion due to gambling addiction.

Enviado correo en el que adjunto capturas del chat y de correo electrónico, donde pido la auto exclusión vitalicia por ludopatía.

Regarding email and SMS promotions, I haven't sent you anything yet because they keep coming in; I've had more interactions via chat requesting closure.

En cuanto a promociones por correo electrónico y SMS, no te he enviado nada aún porque siguen llegando, he tenido más interacciones por chat pidiendo el cierre.

I have sent the rest of the documents that are in my possession, including a second request via chat for closure due to gambling addiction, copies of SMS and email promotions.

Greetings and thanks for everything.

Enviados el resto de documentos que obran en mi poder, incluyendo segunda solicitud por chat de cierre por ludopatía, copias de promos en SMS y correo electrónico.

Un saludo y gracias por todo.

Dear Gioto6969,

thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Received, thank you very much, I'll be waiting.

Recibido, muchas gracias, quedo a la espera.

Hello Gioto6969,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the Roby Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit/bet history? According to information available to us, we consider the player's requests as valid and he is entitled to a refund of his deposits from 12th November onwards.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to the thread or to martin.l@casino.guru

Dear all,

Thank you for bringing this matter to our attention and allowing us to participate.

We are terribly sorry to hear about this incident. Our apologies go out to Gioto6969 for any inconvenience caused by this.

Please allow us some time to conduct a thorough investigation and gather more information. We will post a reply as soon as there is an update.

Your patience is much appreciated.

Kind regards,

Roby Casino

Dear casino representative,

thank you for your response. We will be awaiting the results of your internal investigation.

Dear all,

We would like to clarify that the player did not confirm the account closure via email, as required by our standard procedure. As stated in our Terms & Conditions, Clause 3.7:

"Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@robycasino.com subject to the following conditions:

• You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.
• In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided."

Therefore, if the player had a balance at the time of the closure request and had confirmed the closure as required, the remaining balance would have been voided according to our T&Cs.

Thank you for your understanding.

Kind regards,

Roby Casino Team.

I want to clarify that I did confirm the account closure via chat and email, in case there was any doubt, at 12:03 on November 12th, that proof was sent to the Casino Guru team.

Quiero aclarar que sí confirmé el cierre de cuenta por chat y por correo electrónico, por si había alguna duda, a las 12:03 del 12 de noviembre, esa prueba se envió al equipo de Casino Guru.

And that from that date and time I continued to receive promotional emails and SMS messages, and I was also allowed to continue making deposits to keep playing at the Casino.

Y que desde esa fecha y hora se me siguió enviando correos electrónicos y SMS promocionales, también se me dejó seguir haciendo ingresos para seguir jugando en el Casino.

I have confirmation that you received that email, which you yourselves answered, so I will also send it to the Casino Guru team.

Tengo acuse de recibo de que recibiste ese correo electrónico, que vosotros mismos contestáis, procedo a enviárselo también al equipo de Casino Guru

I confirm the sending of the email with the evidence that proves Roby Casino is lying.

Confirmo el envío del correo electrónico con las pruebas que demuestran que Roby Casino miente.

I would like to clarify the entire sequence here, since Roby Casino claims that I did not confirm the account closure by email, which is false.

On November 12, 2025, I initiated a chat with Roby Casino support and informed them that I wanted to permanently close my account due to gambling addiction and requested that they not contact me again. The agent responded that, to continue the process, I must send my closure request via email to the support address, as indicated in their Terms and Conditions.

- Right afterwards, at 12:03 (mail time), I sent an email to support@robycasino.com with the subject "Account Closure", where I request immediate closure due to gambling addiction and lifetime self-exclusion.

- At 12:04 I received an automated email from Roby Casino (ticket no. 38706296) confirming that they had received my request and that it was being reviewed by their support team.

I forwarded it to Martin ( martin.l@casino.guru ) the PDFs with the chat and with these emails, where all of the above is clearly seen.

Therefore, it is proven that I followed the procedure that the casino itself indicated to me and that I DID confirm the closure and self-exclusion by email .

Roby Casino's claim that they didn't receive my email confirmation is false. Meanwhile, after that date, they allowed me to continue depositing money and I kept receiving promotional emails and SMS messages, despite having requested permanent closure due to gambling addiction. I requested it again via chat a second time (I also sent you this evidence in a previous email) and they kept giving me the runaround, only telling me to wait and that they would stop sending me promotions, which they continued to do.

Thank you for taking this information into account when evaluating my complaint, and I want to state for the record that you have not respected my status as a problem gambler at any time, even though I clearly explained it. You can act correctly and do what is fair, instead of what you are doing right now. For me, this is not a game; gambling addiction ruins lives, and the casino is acting in a very irresponsible and disrespectful manner.

Quisiera dejar aquí clara toda la secuencia, ya que Roby Casino afirma que no confirmé por email el cierre de cuenta, lo cual es falso.

- El 12/11/2025 inicio un chat con el soporte de Roby Casino y les digo que quiero cerrar mi cuenta de manera definitiva por ludopatía y que no me contacten más. El agente me responde que, para continuar con el proceso, debo enviar mi solicitud de cierre por correo electrónico a la dirección de soporte, tal y como indican sus T&C.

- Justo después, a las 12:03 (hora del correo), envío un email a support@robycasino.com con el asunto "Cierre de cuenta", donde solicito el cierre inmediato por ludopatía y la autoexclusión vitalicia.

- A las 12:04 recibo un correo automático de Roby Casino (ticket nº 38706296) confirmando que han recibido mi solicitud y que está siendo revisada por su equipo de soporte.

He reenviado a Martin (martin.l@casino.guru) los PDFs con el chat y con estos correos, donde se ve claramente todo lo anterior.

Por tanto, queda demostrado que seguí el procedimiento que el propio casino me indicó y que SÍ confirmé por email el cierre y la autoexclusión.

La versión de Roby Casino diciendo que no recibieron mi confirmación por correo no es cierta.Mientras tanto, después de esa fecha me permitieron seguir depositando dinero y me siguieron llegando correos y SMS promocionales, a pesar de haber pedido el cierre definitivo por ludopatía, lo vuelvo a solicitar por chat una segunda vez (también os envié esta evidencia en un correo anterior) y me dan largas, sólo me dicen que espere y que van a dejar de mandarme promociones, cosa que no dejan de hacer.

Gracias por tener en cuenta esta información a la hora de evaluar mi queja, y quiero dejar constancia que no han respetado en ningún momento mi condición de ludópata aunque lo expusiese claramente, pueden actuar de forma correcta y cumplir lo que es justo, en vez de lo que están haciendo en este momento, para mí esto no es un juego, la ludopatía arruina vidas y el casino está actuando de una manera muy poco responsable y respetable.

Dear Gioto6969,

thank you for your continued cooperation and detailed messages both here and in our email correspondence.

Dear casino representative,

To clarify our current position:

The player’s first self-exclusion request was submitted on the 12th of November both via chat and email. I can of course forward you evidence of this, please let me know which email I can send it to.

Since we believe the request was valid, from then on, the operator is obligated to block the account, stop all promotional communication, and prevent any further deposits or gameplay as soon as possible.

Regarding the reference to T&C clause 3.7, please confirm whether this clause applies to self-exclusion and gambling addiction related matters as well, not just voluntary account closures. I am mentioning this, as we do not believe, that using clause 3.7 in this context is fair and, if maintained, will require us to apply Safety Index deductions.

At this stage, we maintain that the player is entitled to a refund of all deposits made after the self-exclusion request on November 12th.

We kindly ask you to review the case again in light of this information and provide your updated position. In case there is any other relevant information regarding this case, please do let us know.

Dear all,

Thank you for the clarification.

We have reviewed the case again, including all activity during the mentioned period. Although we were initially unable to locate the player’s email request, and despite the fact that the player also had successful withdrawals (2,000 EUR) during this time, we would like to bring this matter to a fair conclusion.

Therefore, as a goodwill gesture, we are prepared to refund the player’s net losses for the relevant period: 6,800 EUR deposits – 2,000 EUR withdrawals = 4,800 EUR net losses.

We also confirm that an email has already been sent to the player requesting his bank details so that we may proceed with the refund as soon as this information is received.

We hope this solution will be satisfactory for all parties and will help us close the case amicably.

Kind regards,

Roby Casino Team.

I confirm receipt of the email mentioned by Roby Casino, I have already sent all the requested information.

Once I receive the agreed amount (€4800), the problem will be favorably resolved on my part.

Confirmo la recepción del correo que menciona Roby Casino, ya he enviado todos los datos solicitados.

En cuanto perciba la cantidad acordada (4800€) el problema por mi parte queda favorablemente resuelto.

Dear parties,

thank you for your continued cooperation.

Dear Gioto6969,

please keep us updated on the status of your funds.

Thank you, I will keep you informed. For now, the withdrawal of €4,800 is listed as requested and I am waiting for the payment to be received in my bank account.

Gracias, os mantendré informados, de momento la retirada de 4.800 € figura como solicitada y estoy a la espera de que el pago se reciba en mi cuenta bancaria.

Status update: I have just received the €4,800 refund in my bank account, as agreed.

I would just like to point out that, even after the agreement and having requested self-exclusion due to gambling addiction, I still receive promotional messages and bonus offers from Roby Casino via SMS and email (I understand that they did not act in bad faith but it was part of the deal to remove the advertising).

Otherwise, I consider the matter resolved on my end once the deposit is confirmed. I'm waiting to see what Martin says, whether he thinks I should close the complaint as "problem solved" or wait for Roby Casino to confirm the cessation of the advertising.

Actualizo el estado: acabo de recibir en mi cuenta bancaria el reembolso de 4.800 €, tal y como se había acordado.

Únicamente señalar que, incluso después del acuerdo y de haber solicitado la autoexclusión por ludopatía, hoy todavía he recibido mensajes promocionales y ofertas de bono de Roby Casino en SMS y correo electrónico (entiendo que no actuaron de mala fe pero era parte del trato eliminar la publicidad).

Por lo demás, considero el asunto resuelto por mi parte una vez confirmado el ingreso, espero a ver que me dice Martin, si considera que debo cerrar la queja como "problema resuelto" o esperar a que confirme Roby Casino el cese de la publicidad.

Dear Gioto6969,

I fully understand your dissatisfaction with the process, and we agree that you should not be receiving further promotional materials. If you continue to receive promotional messages, please let me know at martin.l@casino.guru, and we will reassess the situation surrounding the self-exclusion procedure, including the mentioned rule 3.7.

That said, since the core issue of this complaint has been dealt with, I'll now go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always 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, 

Martin

Casino.Guru