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

Hey I won 500€ After loosing so much Money and now I am waiting since 2 weeks to get my Money from them. Please help me If you can

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 Kapseln,

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

Yes my Account is fully verfified .. I recieved Money from them before . What Should I do now ? Tomorow arw 14 days over

Dear Kapseln,

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.

Hey Karla,

I'm replying in German now and hope you can have this translated. No, I still haven't received the money. My account is fully verified, as I've received money from RobyCasino in the past. Back then, it only took a few days. Now it's been over two weeks and I still haven't received any money. I've contacted support several times. They keep giving me the same standard answers that the payout will be processed shortly, but I've received the same answers over and over again without anything happening. I would really appreciate your help in my case. Thank you very much and best regards.

Hey Karla ,

ich antworte jetzt auf Deutsch und hoffe du kannst das übersetzen lassen . Nein ich habe das Geld bis heute nicht erhalten. Mein Konto ist voll verifiziert, da ich auch in der Vergangenheit Geld von robycasino erhalten habe . Damals hat es aber nur paar Tage gedauert. Jetzt sind es schon über zwei Wochen her und ich habe noch immer kein Geld erhalten . Ich habe mich mehrmals an den Support gewendet. Dort heißt es immer wieder die gleichen Standardantworten das die Auszahlung in kürze bearbeitet wird aber die gleichen Antworten habe ich immer und immer wieder erhalten ohne das sich bis heute was getan hat . Ich ersuche sich bitte um Hilfe in meinem fall. Vielen Dank und liebe Grüße

Dear Kapseln , thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed 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.

Karla

Hello Karla,

No, I didn't use a bonus. And I mostly played casino games... Oh, that's a lot of messages... I'll send you the most recent ones... some of them are in German... I'm not sending all the screenshots, just a few so you have an overview... Can you help me with this?

Hallo Karla ,

nein ich habe keinen Bonus verwendet . Und ich habe überwiegend Casino Spiele gespielt.. oh das sind einige Nachrichten .. ich schick dir mal die aktuellesten .. teilweise sind diese auf Deutsch ..ich sende die jetzt nicht alle Screenshots sondern nur ein paar das du einen Überblick hast .. kannst du mir denn in dieser Angelegenheit helfen ?

DearKapseln, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Karla

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

Dear Kapseln,

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,

Karla