Roby Casino - Los retiros de los jugadores se retrasan.

Hello, I've been waiting 15 business days for three €500 withdrawals, in addition to the €1300 I already have in my account. I've sent emails and chat with support every day, but their responses are always the same: "Your withdrawals are being reviewed by the relevant department and there's a high demand for withdrawals." It's always the same thing, but they don't pay. I would appreciate it if you could resolve this. Thank you!

Hola, llevo 15 días hábiles para esperar 3 retiros de 500 euros, aparte de los 1300 que tengo en la cuenta, he enviado mensajes por correo y hablo todos los días con el soporte por chat, pero sus respuestas siempre son las mismas, sus retiros están siendo revisadas por el departamento correspondiente y hay mucha demanda de retiros siempre lo mismo pero no pagan, me gustaría que pudieran solucionar esto, gracias!

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 Andy777,

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 that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play at this casino?

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,

Veronika

I haven't made any successful withdrawals yet. I haven't passed KYC verification, but I've been told my account is in perfect condition and I don't need verification. I haven't used any bonuses; I won mine playing slots. By the way, I made a mistake; I have the three withdrawals of €500 and €10,000 separately in my account. Today will be the 16th business day since I requested the withdrawals.

No he realizado ningún retiro exitoso todavía, no he superado la verificación KYC pero me han dicho que mi cuenta esta en perfecto estado y no necesito verificación, no he usado ningún bono y lo gané en las slots, por cierto me equivoqué, tengo los 3 retiros de 500 y 10.000 euros aparte en la cuenta, hoy será el 16 día hábil desde que pedí los retiros

If possible, please put me in touch with a casino representative because they just keep giving me the runaround. Thank you.

Si es posible poneros en contacto con algún representante del casino por que ami solo me dan largas, gracias.

Dear Andy777

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear user,

I'm Romi, 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 please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear all,

we just wanted to let you know that we are investigating the case.

Once there is a resolution you will be informed as soon as possible. Thank you for the understanding!

Best Regards,

Team RobyCasino

Hello everyone,

My name is Michal and I am taking over this case.

Dear Roby Casino,

Could you give us an update on the situation?

Dear all,

We are pleased to inform you that the player's previous withdrawal requests have been successfully completed. The funds may take 3 to 5 working days to appear in their account, depending on the payment method used and the bank’s processing times.

Additionally, there is one new withdrawal request from June 15th currently being processed.

Kind Regards,

Roby Casino Team.

Thank you, Roby Casino, for the update.

Dear Andy777,

Please keep us informed about the status of your withdrawals.

Dear Andy777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru