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

Hello.

I initially claimed a 100% first deposit bonus and wagered it over 35 times. €7,000 later, and with a good profit, I wanted to withdraw, but it's not working. The support staff keeps putting me off, saying my request is being reviewed by the finance department. So, I've been trying to withdraw my winnings for over a week now, and nothing is happening. I've tried to withdraw repeatedly and then canceled each time, thinking it wasn't working. Even now, as several employees have said, it could take "up to three business days," nothing is happening. My transaction has been stuck on "Under Review - Checking your transaction request" since June 8th, 2026.

I already offered to get verified through their Help Center, but they declined and said it wasn't necessary. For exactly three days now, the system has been stuck on "Checking your…" and nothing is happening. What else can I do to get the process moving?

Best regards.

Hallo.

Ich habe zu Beginn einen 100% Ersteinzahlung Bonus in Anspruch genommen und den auch über 35x umgesetzt. 7000€ später und einem guten gewinn, wollte ich auszahlen, aber es geht nicht und man wird von den Support Mitarbeitern vertröstet und es heißt, dass mein Vorgang von der Finanzabteilung geprüft wird. Also, versuche ich seit über einer Woche mein Gewinn auszahlen zu lassen und es geht nicht voran. Ich habe versucht immer wieder auszahlen zu lassen und wieder storniert, weil ich dachte, dass es nicht funktioniert. Und selbst jetzt, wie die mehrere Mitarbeiter sagten, dass es "bis zu drei Werktage" dauern könnte, passiert trotzdem nichts. Mein Vorgang ist seit dem 08.06.26 die ganze Zeit auf "Under Review - Checking your transaction request"

Habe denen schon im "Help Center" angeboten mich verifizieren zu lassen, aber es wurde verneint und nicht als notwendig erklärt. Seit genau drei Tagen rädert das System unter Checking your… und es passiert nichts. Was kann ich noch machen, damit man den Bearbeitungsvorgang vorantreibt?

Beste Grüße.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Vit41,

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 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

Dear Vit41,

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.

Dear Vit41,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru