Roby Casino - Аккаунт игрока заблокирован.

Good evening,

This afternoon I tried to log into my account and the casino had blocked it. I spoke to customer service and they told me it was a management decision, but they didn't explain why. I have a €230 withdrawal pending for three days. I'm worried that the money won't be deposited.

Καλησπέρα σας,

Σήμερα το απόγευμα προσπάθησα να συνδεθώ στο λογαριασμό μου και το καζίνο τον είχε μπλοκάρει. Μίλησα με την εξυπηρέτηση πελατών και μου είπαν ότι ήταν απόφαση της διοίκησης, χωρίς όμως να μου εξηγήσουν το λόγο. Έχω μια ανάληψη 230 € σε εκκρεμότητα εδώ και τρεις ημέρες. Ανησυχώ μήπως δεν κατατεθούν τα χρήματα .

Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Nothing yet at this casino. No verification was requested by the platform. I was playing slots and I won with real money. No matter how many times I write to them, they answer that the money is safe and the deposit will be made. I have won before at this casino and in 2-3 days the deposit was made..and not large amounts, around 200 €. That's why I'm more worried now

Σε αυτό το καζίνο τίποτα ακόμη. Δε ζητήθηκε επαλήθευση από την πλατφόρμα. Έπαιζα κουλοχέρηδες και κέρδισα με πραγματικά χρήματα. Όσες φορές και να τους γράψω , απαντούν ότι τα χρήματα είναι ασφαλή και θα γίνει η κατάθεση. Έχω κερδισει και παλιότερα σ αυτό το καζίνο και σε 2-3 μέρες είχε γίνει η κατάθεση..και όχι μεγάλα ποσά ,εκεί γύρω στα 200 €. Γι'αυτό ανησυχώ παραπάνω τωρα

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear VasilisV,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina