Roby Casino - A retirada do jogador está atrasada.

Oh, surprise, a highly rated NovaForge Casino is again delaying a withdrawal request. 😲

I've won 2500€ there, can only make a 500€ withdrawal per day, and up to 3.

So 1500€ are pending at the moment (For 2 weeks already), and I can't withdraw the other 1000€.

So to answer your following questions:

Have you made any successful withdrawals before?  -> Yes

Could you please confirm that you have passed the KYC verification? -> Not yet, because they usually don't ask. But probably they will now in this case. (As usual) 😀

Have you accumulated your winnings with or without an active bonus? -> The bonus got waggered

Thanks and best,

Mat

Dear player, 

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

• Could you please share screenshots of your withdrawal requests?
• Were you using the same payment method for your previous successful withdrawals?   
• What specific bonus were you playing with? 

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, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

• Here's the screenshot of the withdrawals.
• I used the same method as always
• It was one of their regular weekly bonuses

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Hi Natalia,

I’ve contacted the support via the chat and they told me they can see that the request is overdue but they need time to make a "bank check" whatever this is…

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Matex0,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Roby Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Matex0,

Your account verification is currently in progress, and our system has already sent you a notification with the instructions. Please follow the steps and upload the required documents directly in the system.

If you face any difficulties during the process, don’t hesitate to let us know — we’ll be happy to assist you.

Thank you for your cooperation!

Best regards,

Robycasino Team

I‘ve uploaded already everything you‘ve asked for.

It’s more than concerning that you’re asking for a full monthly statement of ALL my transactions! (Not only the deposits on your site)

So verify the account and payout my winnings!

It’s 3 weeks already!

Dear Matex0,

We have reviewed your case with the relevant team. Please note that in some situations we are required to request a full monthly statement in order to complete the account verification process. This is part of our standard compliance checks.

At this stage, one document is still missing: we need a statement showing the transactions for the card ending with 6048.The document previously uploaded refers to a different card, which is why the verification could not yet be completed.

Once the correct document has been uploaded through the verification section in your profile, our team will be able to continue with the verification process.

Thank you for your cooperation.

Best regards,

Robycasino Team

That’s a normal thing with the card complete statements. (They never show the actual numbers at the end)

overall you can see the transactions on the statement and I can also send you a "video proof" from the app.

Dear Matex0,

It is not as common as you mentioned for card details to be completely hidden on a bank statement. In some cases, certain digits may be blacked out, but the information is not usually altered.

Would you be so kind as to provide me with the statement for our independent review? ([email protected])

Thank you in advance for your cooperation.

Hi Martina.

Sent ya the video and statement.

As written above it’s normal for Card Complete. (I also have a business card there and it is the same)

thanks and best,

Mat

Dear Matex0,

Thank you for sending me the video and document.

There is not a card number, but an account number of the card, so it seems.

Dear Roby Casino,

can you please check the video as well and let us know if it is sufficient enough for you?

Thank you very much in advance

Thanks Martina.

On the video you can see the last 4 digits of the card and you can also see that the statements only show 6000 at the end.

I don’t know why but Card Complete is showing it like that.

Also they see every transaction on the statement so it shouldn’t be a problem to verify it.

Dear Matex0,

Thank you for sharing the video.

Our verification team has reviewed it and informed us that the card ending in *6048 was indeed used for a deposit. For standard verification, we kindly need to receive a bank statement showing these deposits to us.

If a PDF is not available, clear screenshots of the statement will also be accepted.

We appreciate your cooperation and look forward to receiving the required documents so we can complete the verification as quickly as possible.

Kind regards,

Robycasino Team

Dear Matex0,

Can you please try to find in the Revolut app the section where it shows the Card History , it might be worth of a screenshot to the casino

Thank you very much

I can’t provide more than the statement I’ve uploaded already several times and the proof with the video.

Attached you can see the statement screenshot and the screenshot of these deposits in my account.

you can also verify them in the pdf I’ve uploaded to Roby Casino again.

And I’m not using Revolut - it’s the basic Card Complete app and I’m pretty sure I’m not the first person using it.

here are the transactions from the robycasino homepage.

Every transaction is visible on the statement I've uploaded to them.

Dear Roby Casino,

can these be taken as a sufficient evidence please?

Dear Matex0,

We are pleased to inform you that your account has been successfully verified.

Thank you for your cooperation and for providing us with a detailed explanation of the case.

Best regards,

Robycasino Team

Thanks; hopefully, the withdrawal request will be finished as soon as possible.

It's already taking 1 month!

Not resolving the issue until the withdrawal is done!

Thanks for the help, Martina.

Dear Matex0,

We would like to inform you that one of your withdrawal requests has been successfully processed today. The other two pending requests are currently under review, and we are doing our best to have them completed as soon as possible.

Thank you for your patience and understanding.

Best regards,

Robycasino Team

Thank you very much Roby Casino for the information

Dear Matex0,

can you please give us an update? Have you received your withdrawals?

I will definitely keep this complaint opened until you receive all the withdrawals. Just please, keep me updated.

Dear Matex0,

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.

Hi Martina.

Received all the withdrawals now.

Thanks a lot for your help!

Best,

Mat

Dear Matex0

Wonderful! I'm so glad to hear that your money has arrived! I'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.