Roby Casino - Dem Spieler droht eine verzögerte Auszahlung.

Dear Sasa801,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.

Best regards,

Dominika

Hello, no I have never made any withdrawals before these. I did not need to do any verification because it is only at the request of the casino and for the moment I have no request. And to explain to you I deposited a first time without bonus then I had free spins offered. On these free spins, I won a very small amount, around 3€. So I made a small bet. I finished it quickly and at that time, I had around 1000€ on my balance which went directly to my real balance. It was at that time that I made the withdrawals of 800€ in two installments (500€ and 300€). I of course went to see the general conditions of the casino and there is nothing specified when it comes to free spins except the fact that the winnings from free spins cannot exceed 80€ except that my winnings from free spins corresponded to around 3€. But there was no stipulation regarding withdrawals. Attached are screenshots of the chat. Thanks for any help you can provide.

Bonjour, non je n’ai jamais fait de retraits avant ceux-ci. Je n’ai pas eu besoin de faire de vérification car c’est uniquement à la demande du casino et pour le moment je n’ai aucune demande. Et pour vous expliquer j’ai déposé une première fois sans bonus puis j’ai eu des free spins offerts. Sur ces tours gratuits, j’ai gagné une toute petite somme, environ 3€. J’ai donc fait un petit pari. Je l’ai terminé rapidement et à ce moment-là, j’avais environ 1000€ sur mon solde qui sont allés directement sur mon solde réel. C’est à ce moment-là que j’ai effectué les retraits de 800€ en deux fois (500€ et 300€). Je suis bien sûr allé voir les conditions générales du casino et il n’y a rien de précisé quand il s’agit de free spins si ce n’est le fait que les gains des free spins ne peuvent pas dépasser 80€ sauf que mes gains des free spins correspondaient à environ 3€. Mais rien n’était stipulé concernant les retraits. Vous trouverez ci-joint des captures d’écran du chat. Merci pour toute aide que vous pouvez apporter.

Hello, any news?

Dear Sasa801, have you contacted the casino to double-check that no verification (KYC) is actually required for your withdrawal?

Could you please confirm if you met all the wagering requirements, even if the winnings came from free spins?

Hello, yes I checked and no verification is required. And I confirm that the wagering requirements have been met. Thank you.

Hello, I would like to inform you that Roby Casino has successfully processed my withdrawals. Thank you.

Dear Sasa801,

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,

Dominika

Casino.Guru