Roby Casino - Las cuentas de los jugadores fueron reabiertas sin consentimiento.

Hello,

I had a problem with the withdrawal at "Kinbet", which is operated by the same company as Robycasino, which was resolved with your help. Unfortunately, during this process my accounts, which had already been permanently closed, were reopened on a total of 6 casino websites operated by this company without my intervention.

Only after repeated requests were my accounts permanently deactivated again, but this process is completely irresponsible and should never have happened. I made those responsible aware of my gambling problem when they were first blocked, but I still received several emails from the various websites with bonus offers on the day the accounts were apparently automatically reopened.

This resulted in losses on my part that could have easily been avoided if my accounts had not been reopened.

Thank you very much in advance for your help!

Hallo,

ich hatte ein Problem mit der Auszahlung beim von derselben Firma wie Robycasino betriebenen "Kinbet", das durch eure Hilfe behoben wurde. Leider wurden jedoch bei diesem Prozess meine bereits permanent geschlossenen Konten auf insgesamt 6 von dieser Firma betriebenen Casino-Websites ohne mein Zutun wieder geöffnet.

Erst nach mehrmaliger Aufforderung wurden meine Konten nun wieder permanent deaktiviert, doch dieser Vorgang ist absolut unverantwortlich und hätte niemals stattfinden dürfen. Die Verantwortlichen wurden von mir bereits bei der erstmaligen Sperrung auf mein Spielproblem aufmerksam gemacht, doch trotzdem erhielt ich am Tag der scheinbar automatisierten Wiedereröffnung der Konten mehrere Mails der verschiedenen Websites mit Bonus-Angeboten.

Es kam hierdurch zu Verlusten meinerseits, die leicht hätten vermieden werden können, wenn meine Konten nicht wiedereröffnet worden wären.

Ich danke vielmals im Voraus für Ihre Hilfe!

Dear lolseinsohn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that your Roby Casino account was reopened?
• How many days did it take for the casino to close the account again?
• Could you please forward me the initial self-exclusion request you sent to the casino to close your account? My email address is kristina.s@casino.guru. Alternatively, you can post it 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.

Best regards,

Kristina

Hello Kristina,

yes, my account was reopened on Robycasino after I had already self-excluded without being asked to do so. I found out about this because I received bonus offers from several of the operator's casinos that day, which surprised me as I already had an active self-exclusion on all of these sites. The exact day of reopening was January 31, 2025, and since then I have been trying to have all accounts closed again. Robycasino closed my account again yesterday, February 12.

I will forward you the relevant emails between me and Robycasino.

Many thanks and kind regards!

Hallo Kristina,

ja mein Konto wurde auf Robycasino nach einem bereits erfolgten Selbstausschluss ohne Aufforderung wiedereröffnet. Ich habe dies mitbekommen, da ich von mehreren Casinos des Betreibers an diesem Tag Boni-Angebote erhalten habe, was mich direkt gewundert hat, da ich auf all diesen Seiten bereits einen aktiven Selbstausschluss hatte. Der genaue Tag der Wiedereröffnung war der 31.01.2025, seitdem habe ich mich bemüht, alle Konten erneut schließen zu lassen. Robycasino hat mein Konto gestern, also am 12.02. wieder geschlossen.

Ich leite Ihnen die betreffenden E-Mails zwischen mir und Robycasino weiter.

Vielen Dank und liebe Grüße!

Thank you very much for your reply, lolseinsohn. Do I understand correctly that you managed to deposit €150 (dispute value) after your account was reopened?

Hello Kristina,

Although I no longer have access to my account, I am fairly certain that I made 5 deposits of 30 euros each, for a total of 150 euros.

Best regards

Hallo Kristina,

ich habe zwar nun kein Zugriff mehr auf mein Konto, doch ich bin mir ziemlich sicher, dass ich 5 Einzahlungen über jeweils 30 Euro vorgenommen habe, also insgesamt 150 Euro.

Liebe Grüße

Thank you very much, lolseinsohn, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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 lolseinsohn,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Roby Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Roby Casino,

Could you kindly provide detailed information regarding this case and clarify the reasons behind the reopening of the player's account, which was previously closed due to a gambling-related issue?

Thank you in advance for your attention to this matter. I look forward to your response.

Best Regards,

Kubo

Hello Kubo,

Thanks for your help! Currently there are no updates, I haven't heard anything from RobyCasino.

Best regards!

Hallo Kubo,

Danke für deine Hilfe! Aktuell gibt es keine Updates, ich habe nichts mehr von RobyCasino gehört.

Liebe Grüße!

Dear lolseinsohn,

We are pleased to inform you that your refund has been successfully completed.

Kind regards,

Roby Casino Team

Dear RobyCasino team,

I am pleased that an agreement has been reached in this case. Thank you for your cooperation!

Can you find out why my account was reopened in the first place?

Dear Kubo,

Thank you again very much for your help!

Best regards

Liebes RobyCasino-Team,

Ich freue mich, dass es in diesem Fall zu einer Einigung gekommen ist. Vielen Dank für Ihre Kooperation!

Können Sie herausfinden, warum mein Konto überhaupt wieder geöffnet wurde?

Lieber Kubo,

Ich danke dir erneut vielmals für deine Hilfe!

Liebe Grüße

Hello RobyCasinio team,

I received two payments of 30 euros on Friday, making a total of 60 euros. However, after reopening my account, I deposited 150 euros, which should also be fully refunded.

Could you please explain to me the reason for this discrepancy?

Thank you and kind regards

Hallo RobyCasinio-Team,

ich habe am Freitag zwei Zahlungen über 30 Euro erhalten, also insgesamt 60 Euro. Ich habe jedoch nach der Wiedereröffnung meines Kontos 150 Euro eingezahlt, welche auch vollständig erstattet werden sollten.

Könnten Sie mir bitte Auskunft für den Grund dieser Diskrepanz geben?

Danke und liebe Grüße

Dear Roby Casino,

Thank you for acknowledging the issue and refunding the player. However, could you please clarify the discrepancy in the refunded amount, which is €90 less than the total deposited by the player? Has the remaining amount been processed as well?

Thank you.

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.

Dear lolseinsohn,

I wanted to inform you that I have engaged in external communication with a casino representative and am currently awaiting details regarding the missing amount. I will update you as soon as I receive any information.

Thank you for your understanding and patience.

Hello Kubo,

Thank you very much for the information and your help!

Best regards

Hallo Kubo,

vielen Dank für die Information und deine Hilfe!

Liebe Grüße

Dear lolseinsohn,

We apologize for the inconvenience caused by the reopening of your account at the end of January 2025. This was due to a technical error that occurred in the system.Regarding the refund request, it has been forwarded to the relevant department and as soon as there is an update, we will notify you accordingly.Thank you for your patience.

Kind regards,

Kingmaker Roby Casino Team

Dear Roby Casino,

Thank you for your message. Could you please provide an update on the current situation and let us know what the next steps will be?

I appreciate your cooperation.

Dear lolseinsohn,

Once again, we would like to sincerely apologize for the reopening of your account as a result of a system error.

Regarding your question about the 150 EUR deposit that was made after the account was reopened, it was cancelled by the provider, meaning it was never credited to your gaming account.

The only deposit that was made after the account was reopened was a 60 EUR deposit, which has already been successfully refunded.

We hope this helps to clarify the matter.

Kind regards,

Roby Casino Team

Dear RobyCasino team,

I'm 100% sure that I made a total of five deposits of €30 each, as I noted this before my account was closed again. You should be able to track all account transactions, but I'm certain it was exactly €150.

Thank you for your answer and kind regards!

Liebes RobyCasino-Team,

ich bin mir zu 100% sicher, dass ich insgesamt 5 Einzahlungen über 30 Euro vorgenommen habe, da ich dies notiert habe, bevor mein Konto erneut geschlossen wurde. Sie müssten eigentlich alle Kontobewegungen nachvollziehen können, ich bin mir jedenfalls sicher, dass es exakt 150 Euro waren.

Danke für eure Antwort und liebe Grüße!

Dear Jakub,

We have emailed you regarding the matter.

Kindly asking you to check your email and update us.

Thank you in advance.

Kind regards,

RobyCasino Team

Dear Roby Casino,

Thank you for your message and for providing the evidence regarding the player's deposits.

Dear lolseinsohn,

Unfortunately, it appears that the specific transactions you are referring to never reached the casino. If you have not yet received those funds back, I recommend contacting your bank to inquire about their current status.

Since these funds were not processed by the casino and all successful deposits in amount of €60 have already been refunded, there is nothing further we can assist with in this case. Therefore, I will proceed to mark the complaint as resolved.

Thank you for your cooperation. Should you experience any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We are always here to help.

Best Regards,

Kubo