Roby Casino - O jogador acredita que o seu pagamento foi atrasado.

delayed three payments made 13th,14th and 15th have contacted support many times but just get same run around ,a week ago they congradulated me that all three had been processed and sent by them and was my bank holding it up ,but they hadnt even been reviewed and still pending in my account,would just like my winnings

Dear player,

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 the 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,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

i am fully verified,i made a withdrawal from them 3 weeks ago They adhered to their time frame and it was in my bank account in four days from time of withdrawal,which was the reason i returned thinking they were good to get your withdrawal without any problems,but still waiting was told it was made priority over a week ago,but nothing has changed

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

still have not received any withdrawals,still says under review

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you contacted the casino to check if they still need any additional documents?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

i did confirm that im fully verified,i made a withdrawal two weeks before these delayed ones without a problem,i will send chat transcrips to your email

any luck yet,with getting my winnings?

Dear player, could you please confirm whether you’ve received any of your withdrawals by now?

If not, would you be able to share a screenshot of the pending withdrawals directly from your casino account?

Do you plan to request any additional withdrawals beyond the ones from July 13th, 14th, and 15th?

No i have not recieved any of my winnings was hoping to hear some progress from you or if you had contacted them at all?

and i have not got anything in account to request any other withdrawals ,and certainly not planning on depositing when they still havent paid out these withdrawals after3 weeks +.have you spoken to them about it yet ?

i thought after 2 weeks you may of had s ome feed back from contacting them ,but it seems you still havent contacted them ,not sure if you even read my messages that i send ,i messaged 6 hours ago asking if you have had any luck with my winnings ,and you replied have i received any withdrawals yet?i also told you i had a withdrawal 2 weeks before these delayed one that went though in the stated time frame and that i was fully verified,in yournext message you asked me just that ,if verified and if i have had successful withdrawal before,which lead me to think your not reading my messages or why would you ask that? i thought you would have at least contacted them and had some progress after 2 weeks

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) 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 twister1972,

My name is Jana 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, 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 twister1972,

Thank you for your message.

We have contacted the relevant department to request an update regarding your payout, as well as to ask for the process to be expedited.

Should any further documents or verification be required from your side, we will let you know as soon as possible.

Thank you for your patience and understanding.

Best regards,

Robycasino Team

why would roby paid me only the last and smallest withdrawal? when i made two before this one !why would you not pay me all that you owe me or do i have to wait another month for another withdrawal to be paid out,after 4weeks you think you would do the right thing and pay me what you owe me !??

Dear twister1972,

We would like to inform you that your other two withdrawal requests have been scheduled for tomorrow, and we expect both to be processed shortly.

Thank you for your patience and understanding.

Best regards,

Robycasino Team

seems strange that you didnt pay the first withdrawal of 750 ,let alone all of them,not just the last withdrawal and smallest one of 500,so both the 750 withdrawals will be processed today or tomorrow is that correct?

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

Dear twister1972,

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,

Jana