Roby Casino - Jogador solicita reembolso após reabertura da conta.

Good day. On April 6, 2026, I informed the casino that I was a gambling addict and requested that my account be closed immediately. According to their response, this was done. On May 22, 2026, I suddenly received an email with a free bonus of €50 and €30 cashback. Lured by this offer and the fact that my account was suddenly open again, I deposited and lost €295. This should not have happened since I had already self-excluded. I informed the casino of this and requested a refund of the €295. So far, I have received no response. I want the €295 back because the casino has violated its rules and fraudulently obtained my money.

Guten Tag. Ich habe dem Casinog am 06.04.2026 mitgeteilt das ich spielsüchtig bin und mein Konto umgehend geschlossen werden soll. Was laut Rückmeldung auch geschehen ist. Am 22.5.2026 bekam ich dann plötzlich eine E-Mail mit einem kostenlosen Bonus von 50 Euro und 30 Euro Cashback. Aufgrund dieser lockung und das, dass Konto plötzlich wieder offen war habe ich 295 Euro eingezahlt und verloren. Das hätte nicht passieren dürfen da ich mich ja sperren lassen habe. Dies habe ich dem Casino mitgeteilt und sie zur Rückerstattung der 295 Euro aufgefordert. Bisher bekomme ich jedoch keine Antwort. Ich möchte die 295 Euro zurück habe da sich das Casino nicht an Regeln gehalten hat und sich mein Geld erschleichen hat

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Hello,

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues from April 6th? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

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,

Tomas

I submitted everything to them by email.

Ich habe ihnen alles per Mail eingereicht

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

Dear Kavalor,

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,

Tomas