Roby Casino - A retirada do jogador é adiada após o encerramento da conta.

I made a withdrawal on October 30 for 750.00 and other two withdrawals of 750.00 after each 24 hours, following the casinos policy. I had my account closed due to gambling addiction. Before closing my account, I spoke to live chat and I was confirmed my funds will be released on regular processing times, which is 3 business days, since than I send them emails and go on online chat daily. My sister plays on this site and she received her funds on the 4th day of withdrawal, I have been told multiple times that my withdrawal is in the queue. I am curious, if this casino is trying to vanish my withdrawal because I no longer have an account with them. Please someone help, so I can receive my funds backs.

Dear Jashleen786, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Have you made any successful withdrawals before?
• Could you please advise if you have passed the KYC verification?
• Do I understand correctly that you currently don't have access to your casino account?

Thank you in advance for your reply.

Best regards, 

Kristina

No. I have never made any successful withdrawals before.

however, when I wanted to upload my kyc verifications, it says, verification iS currently not required. Yes, I currently do not have access to my casino account.

i chat daily and I hear the same same information that it’s being processed. I did not receive any emails requesting kyc documents.

Thank you very much for your reply, Jashleen786. Did you accumulate your winnings with or without an active bonus?

Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

My concern is sometimes the live chat gives me an answer that it’s processed manually and you will see the funds in your account shortly. My sister made a withdrawal on november 4 and it was processed within 3 business days. My withdrawal was requested 10 business days now.

I chat everyday and receive the same answer. How is this possible, people who requested after me has received the funds and my withdrawal is over 12 days now. It’s still processing?. I am not getting any valid answers nor I am getting my money. Can someone please advise how do I get my money from them.

Thank you very much, Jashleen786, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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 Jashleen786, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Roby Casino representative to join this conversation. 

Dear Roby Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi. The case is being solved. The casino paid out my money. Thank you for assisting me in this case.

Dear Jashleen786,

We're glad to hear that your issue has been resolved. We'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. 

Best regards, 

Katarina Duboak 

Casino.Guru