Roby Casino - La cuenta de la jugadora ha sido reabierta en contra de su voluntad.

Hello, I had an account with Roby casino, and due to my gambling addiction I requested the PERMANENT closure of the account on 10/11/2024 I received an email from the casino support confirming gambling problems.

Last year (2025) around March

Suddenly, I received several emails and text messages on my cell phone from robycasino offering free spins and deposit bonuses.

They fraudulently reopened my account and I deposited and lost a lot of money.

After yet another dispute and a new request in 2025 for my account to be permanently closed due to very serious pathological gambling problems via email, this year again suddenly I receive emails from their casino with bonuses and invitations to play and obviously I lost control because of my

compulsive gambling disorder and I have deposited and lost 1406.00 euros in recent days!

I asked them why they opened my aitoexcluded account without receiving any response or consideration (I have screenshots of the chats).

So today I urgently requested the immediate and definitive closure of my account again due to compulsive gambling problems and I asked for the refund of my deposit because I should no longer receive promotional emails and text messages and I should not even be able to access and make deposits on the same.

I closed the account twice!

The casino has not respected its commitment to responsible gaming and has not protected me as a player, causing me serious financial and health damage and is therefore required to return my deposit and, once and for all, add my name to the list

of accounts permanently closed, following the example of other more serious and honest casinos.

I also note that I have self-excluded myself from every imaginable and possible online casino, and I have also done so via the AAMS website for several years.

Salve, avevo un account con Roby casino, e a causa della mia dipendenza dal gioco d’azzardo ho richiesto la chiusura DEFINITIVA dell’account il 11/10/2024 ho ricevuto una mail dall’assistenza del casino di conferma per problemi di gioco d’azzardo.

L anno scorso (2025) intorno a marzo

all’improvviso, ho ricevuto varie e-mail e sms sul mio cellulare da robycasino di offerte di giri gratuiti e bonus sul deposito. 

Hanno fraudolentemente riaperto il mio account e ho depositato e perso tanti soldi .

Dopo ennesima contestazione e nuova richiesta nel 2025 di chiusura definitiva da parte mia del conto per serissimi problemi di gioco patologico via mail , nuovamente quest’anno all improvviso arrivano mail dal loro casinò di bonus e invito a giocare e ovviamente ho perso il controllo per via della mia

 patologia del gioco compulsivo e ho versato e perso euro 1406,00 euro in questi giorni!

Ho chiesto a loro il motivo dell apertura del mio conto aitoescluso senza ricevere alcuna risposta o considerazione (ho gli screenshot delle chat).

Quindi ho richiesto con estrema urgenza in data di oggi nuovamente la chiusura immediata definitiva del mio account per problemi di gioco compulsivo e ho chiesto la restituzione del mio deposito perchè non dovrei ricevere piu email ed sms promozionali e non dovrei nemmeno poter accedere e poter effettuare depositi sullo stesso

 conto che ho chiuso ben 2 volte !

Il casino non ha rispettato l’impegno del gioco responsabile e non mi ha tutelato come giocatore causandomi seri danni di natura finanziaria e di salute e pertanto è tenuto a restituire il mio deposito e, una volta per tutte, inserire il mio nome nella lista

 di account chiusi definitivamente, seguendo l’esempio di altri casinò piu seri e onesti. 

Faccio anche nota che mi sono autoesclusa da tutti i casinò on line immaginabili e possibili , ho fatto l’auto esclusione anche tramite il sito AAMS da parecchi anni.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roby Casino. We are sorry about the recent development.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you asked the casino to refund due to failed player protection? With what result?
• Could you please specify when you were active in the casino? When was your account reopened?
• Is your player's account already closed?
• Would you be able to share with me any responses you received from the casino as evidence of the incident?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thanks for the reply.

• Yes, I requested a refund from the casino last year for the same issue and they refunded me, acknowledging their mistake.
• I don't know exactly when they reopened it, I started receiving aggressive advertising emails and text messages from them at the beginning of April this year (same thing happened last year).
• I started playing on May 6, 2026 until May 9, having discovered that someone fraudulently reopened my account from the casino.
• the account is now closed after my umpteenth request.
• sure I attach screenshot

Anyway, despite the response from the casino I still haven't received the refund.

Gentile Tomas ,

grazie per la risposta .

• sì ho richiesto un rimborso al casinò’ l’anno scorso per lo stesso problema e mi hanno rimborsato riconoscendo il loro errore.
• non so esattamente quando lo hanno riaperto, ho cominciato a ricevere mail e sms di pubblicità aggressiva da loro a inizio aprile di quest’anno (stessa cosa successa l’anno scorso ) .
• ho iniziato a giocare il 6 maggio 2026 fino al 9 maggio , avendo scoperto che qualcuno ha fraudolentemente riaperto il mio account dal casinò.
• l’account, ora , e’ chiuso dopo mia ennesima richiesta .
• certo allego screenshot

ad ogni modo , nonostante la risposta dal casinò non ho ancora ricevuto il rimborso.

I confirm that they issued the refund today.

serious and responsible casino

confermo che in data di oggi hanno emesso il rimborso.

casino’ serio e responsabile

Dear Micia73,

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,

Tomas

Casino.Guru