Roby Casino - Запрос игрока на закрытие учетной записи игнорируется.

Good day,

I have been requesting for some time now that Roby Casino block and delete my account and stop sending me spam offers by email, without success.

When I try to contact support via live chat, no window opens for writing. I also don't receive any messages via email.

Guten Tag,

mich fordere schon länger das robycasino auf mein Konto zu sperren löschen und mir keine Spam Angebote per Mail zu senden ohne Erfolg.

Wenn ich auf dressiere versuche den Support zu kontaktieren per Live Chat öffnet sich kein Fenster zum Schreiben.per Mail bekommt man keine Nachricht.

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Stay safe.

Dear 9s7qy4yjfx43,

Thank you very much for submitting your complaint. I’m sorry to hear that you are having difficulties contacting Roby Casino and requesting account closure and self-exclusion.

To understand the situation more clearly, could you please confirm the following details?

• When did you first request the casino to block and delete your account (date)?
• Did you mention self-exclusion due to gambling problems or addiction in your messages, or was it a general request for account closure?
• Have you received any automated responses from the casino, or no reply at all?
• Are you still able to access the account and gamble, or is the account partially blocked?

Since you mentioned that live chat and email are not working for you, I would recommend sending a new self-exclusion request to the following address (and keep a copy of the message for your records):

[email protected]

In the email, include the following:

• Your full name
• Registered email address / username on the casino account
• Clear statement that you are requesting self-exclusion
• The reason (e.g. gambling addiction / loss of control), if applicable
• Request to stop all marketing communication (emails, promotions, etc.)

If you don’t receive a reply after this, please let us know so we can evaluate the next steps. If you have screenshots or sent messages you would like us to review, feel free to forward them to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The first email stating that my account was to be closed was dated September 16, 2025. I sent another email just last week, but I haven't received a reply. My account is still freely accessible and deposits are still working. General inquiry regarding account closure.

16.09.2025 war die erste Mail das mein Konto geschlossen werden soll und ich habe erst letzte Woche erneut eine Mail geschrieben aber es kommt keine Antwort mein Konto ist immernoch frei zugänglich und Einzahlungen funktionieren ebenso allgemeine Anfrage zur kontoschließung

Hi 9s7qy4yjfx43,

Thank you very much for your update. I’m sorry to hear that your account is still active and that the casino has not responded to your requests.

To continue, could you please send me supporting evidence of your previous contact attempts — for example, screenshots of the emails you sent to the casino or any automated replies you may have received? You can upload them here or forward them to [email protected].

Additionally, may I ask if you have already sent the email to [email protected] exactly as suggested in my previous message? If yes, please confirm and, if possible, forward a copy of that message as well.

When contacting the casino, I also recommend that you clearly state the reason why you want to close your account (for example, gambling-related issues, loss of control, or another reason). This is very important, especially if the closure request relates to responsible gambling, because licensed operators are required to act accordingly.

Thank you in advance for your reply.

Hi 9s7qy4yjfx43,

Thank you for sharing the emails you sent to the casino. I have reviewed them carefully.

I would like to emphasize an important point: your previous messages request account closure, but they do not clearly state the reason for the request. This distinction is crucial.

If you want to ensure that:

• your account is properly closed,
• it cannot be reopened in the future, and
• the casino is obligated to act without delay,

you must clearly state the reason for the closure — especially if it is related to gambling problems or loss of control.

At the moment, since your messages were phrased as a general request ("close my account / I don’t want to play"), the casino may treat them as a standard account closure, which unfortunately does not always trigger immediate action or permanent restrictions.

Because your account is still open and deposits are still possible, it is very important that you now send a proper and explicit request, exactly as previously suggested.

Please send a new email to [email protected] and include all of the following:

• Your full name
• Your registered email address / username
• A clear statement that you want your account closed
• The reason for the closure (for example: gambling addiction, loss of control, or responsible gambling concerns)
• A request for permanent closure / self-exclusion
• A request to stop all marketing communication

For example, you may write something like:

I am requesting immediate and permanent closure of my account due to gambling-related problems and loss of control. I do not wish to gamble anymore and I request permanent self-exclusion. Please confirm that my account is closed and that it cannot be reopened in the future. I also request that all promotional and marketing emails be stopped.

Once you have sent this email, keep a copy of it and let me know. If the casino still fails to respond or act after receiving a clear and properly worded request, we will then have much stronger grounds to intervene.

Thank you for your cooperation.

Dear 9s7qy4yjfx43,

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.

I sent an email suggesting I contact the casino.

Ich habe eine email wo vorgeschlagen an das Casino gesendet