Roby Casino - El jugador solicita el cierre de su cuenta debido a problemas con el juego.

Good morning,

I would like to file a complaint against RobyCasino regarding the handling of my request for permanent account closure due to gambling problems.

On February 8, 2025, I wrote directly to support@robycasino.com asking:

"I want to permanently close my gaming account due to gambling addiction."

My request was therefore explicit in both fundamental respects: I clearly stated that I had gambling problems and I requested permanent closure.

The casino received the communication and assigned me ticket # 24029486 .

On February 9, 2025, rather than simply protecting/closing my account based on my statement, RobyCasino informed me that in order to proceed, I would need to "accept and confirm" my decision again by replying to the email.

I believe this is the crux of the complaint. I didn't request a standard closure for general reasons, nor did I express uncertainty about my decision. I had specifically disclosed a gambling problem and requested a permanent closure.

I therefore ask Casino Guru to evaluate whether it would be appropriate to subject a self-exclusion request motivated by gambling addiction to a further confirmation procedure, rather than promptly protecting the player after receiving such an explicit communication.

I'm attaching the original screenshots showing my request, the date, the recipient's address, the ticket number, and the response I received from RobyCasino.

I also request that RobyCasino provide Casino Guru with the exact date and time my account was actually blocked, along with my complete history of deposits, withdrawals, and gaming activity since my request for permanent closure.

If any losses are incurred after RobyCasino received my gambling addiction declaration and request for permanent closure, I request a refund of the net losses accrued during that period, as I believe I should not have been able to continue depositing and playing after such a request.

I therefore request Casino Guru's assistance in examining the case on the merits and in providing RobyCasino with all the necessary documentation.

Best regards,

Bernardino Martino

Buongiorno,

desidero presentare un reclamo contro RobyCasino per la gestione della mia richiesta di chiusura permanente del conto dovuta a problemi di gioco.

In data 8 febbraio 2025 ho scritto direttamente a support@robycasino.com chiedendo:

"Voglio chiudere il mio conto gioco in modo permanente per problemi di ludopatia."

La mia richiesta era quindi esplicita sotto entrambi gli aspetti fondamentali: ho dichiarato chiaramente di avere problemi di ludopatia e ho richiesto una chiusura permanente.

Il casinò ha ricevuto la comunicazione e mi ha assegnato il ticket n. 24029486.

Il 9 febbraio 2025, anziché procedere semplicemente alla protezione/chiusura del conto sulla base della mia dichiarazione, RobyCasino mi ha comunicato che, per procedere, avrei dovuto "accettare e confermare" nuovamente la mia decisione rispondendo all’e-mail.

Ritengo che questo sia il punto centrale del reclamo. Non avevo richiesto una normale chiusura per motivi generici né manifestato incertezza sulla mia decisione. Avevo comunicato espressamente un problema di gioco e richiesto una chiusura permanente.

Chiedo pertanto a Casino Guru di valutare se fosse appropriato sottoporre una richiesta di autoesclusione motivata dalla ludopatia a un’ulteriore procedura di conferma, anziché proteggere tempestivamente il giocatore dopo aver ricevuto una comunicazione così esplicita.

Allego gli screenshot originali che dimostrano la mia richiesta, la data, l’indirizzo del destinatario, il numero del ticket e la risposta ricevuta da RobyCasino.

Chiedo inoltre che RobyCasino fornisca a Casino Guru la data e l’ora esatte in cui il mio account è stato effettivamente bloccato, insieme alla cronologia completa di depositi, prelievi e attività di gioco successivi alla mia richiesta di chiusura permanente.

Qualora risultino perdite effettuate dopo che RobyCasino aveva ricevuto la mia dichiarazione di ludopatia e la richiesta di chiusura permanente, chiedo il rimborso delle perdite nette maturate in tale periodo, poiché ritengo che non avrei dovuto avere la possibilità di continuare a depositare e giocare dopo una richiesta di questo tipo.

Chiedo quindi l’assistenza di Casino Guru affinché il caso venga esaminato nel merito e RobyCasino fornisca tutta la documentazione necessaria.

Cordiali saluti,

Bernardino Martino

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 Ettore,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Self-exclusion request: You can contact the Support Service Team via e-mail at support@robycasino.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts."

To better understand your case, could you please clarify a few points?

• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.