Roby Casino - El jugador cree que el reintegro se ha retrasado.

Good afternoon,

I made a deposit of €50 on 07/05/2025 at robycasino.

I made only one bet, I won in this case, and I requested withdrawal of the amount of 85€ on 07/07/2025.

Since that day, I've been told via chat that they're about to process the money. The same answers every day, as if it were a robot responding.

Boa tarde,

Fiz um depósito de 50€ no dia 05/07/2025, na robycasino.

Fiz apenas uma aposta, ganhei neste caso e pedi levantamento do montante de 85€ no dia 07/07/2025.

Desde esse dia a resposta que me dão via chat é que estão quase a processar o dinheiro. As mesmas respostas todos os dias, como se fosse um robot a responder.

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.

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.

Hello, everything is still the same. I've been talking to chat every day and the answers seem to be the same and repetitive. No resolution yet.

Olá, continua tudo na mesma. Tenho todos os dias falado com o chat as respostas parecem as mesmas e repetitivas. Sem resolução ainda.

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?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

Hello,

I've never made a withdrawal from this casino.

I asked if KYC was needed, they said it wasn't needed for low amounts.

I accumulated my winnings without bonus, and did the 1x deposit rollover.

However, on Monday 21st, when I contacted the chat, they asked me to cancel the initial withdrawal and change the cryptocurrency withdrawal and make a new one by bank transfer.

Olá,

Nunca fiz nenhum levantamento deste casino.

Perguntei se era necessario KYC, disseram que não era preciso para montantes baixos.

Acumulei os meus lucros sem bónus, e fiz o rollover de depósito de 1x.

Entretanto no dia 21, segunda-feira, em contacto com o chat pediram para anular o levantamento inicial e mudar de levantamento por criptomoedas e fazer um novo por transferencia bancária.

Money received today. After 16 days they paid

Dinheiro recebido hoje. Apos 16 dias lá pagaram

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

Dear player,

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,

Dominika