Roby Casino - 플레이어는 우승 상금을 아직 받지 못했습니다.

Dear CasinoGuru Team,

I am contacting you to file a complaint against Robycasino.

On September 23, 24, and 25, 2025, I made three withdrawal requests of €500 each (a total of €1,500). These withdrawals are currently pending.

I currently have €1,000 in my balance, but I'm unable to make any further requests because the casino only allows a maximum of three pending withdrawals at a time.

According to the casino's terms, withdrawal requests should be processed within 3 business days, however, that time has already passed and I have not received any updates or the corresponding payment.

For this reason, I request your help to have Robycasino process my withdrawals and release the funds to me.

I am available to provide proof of my withdrawals and screenshots of my transaction history if necessary. I am taking this step due to previous complaints and a month's delay.

Estimado equipo de CasinoGuru,

Me pongo en contacto con ustedes para presentar un reclamo contra el casino Robycasino.

El día 23, 24 y 25 de septiembre de 2025 realicé tres solicitudes de retiro de 500 € cada una (en total 1.500 €). Hasta la fecha, dichos retiros siguen en estado de pendiente.

Actualmente aún tengo 1.000 € en balance, pero no me es posible realizar más solicitudes debido a que el casino solo permite un máximo de tres retiros pendientes al mismo tiempo.

Según los términos del casino, las solicitudes de retiro deberían procesarse en un plazo de 3 días hábiles, sin embargo, ya ha pasado ese tiempo y no he recibido ninguna actualización ni el pago correspondiente.

Por este motivo, solicito su ayuda para que Robycasino procese mis retiros y me libere los fondos.

Quedo a su disposición para proporcionar comprobantes de mis retiros y capturas de pantalla del historial de transacciones si fuera necesario. Tomo esta medida debido a reclamos previos y tiempos de un mes.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I'd like to add that I requested early KYC verification to expedite the process, but they flatly refused. I have all the information, documentation, and chat transcripts with support. I hope this situation can be expedited. Thank you very much.

Quiero agregar que pedí realizar la verificación KYC antes de tiempo para poder agilizar el proceso, a lo que se negaron rotundamente. Cuento con toda la información, documentación y transcripciones de chat con soporte. Espero esta situación se pueda agilizar. Muchas gracias.

(Update) As of 04/10/2025, everything remains the same: all 3 withdrawals are pending, and all support responses are generic and repetitive. I still have 1000 EUR in my balance, which I cannot request a withdrawal because RobyCasino only allows a maximum of 3 pending requests (the 1500 EUR I already have pending). I have been waiting since September 23rd for them to be processed, violating their own Terms and Conditions, which specify a timeframe of 1-3 days. Please note that RobyCasino is owned by NovaForge Ltd's, licensed ALSI-152406028-FI2 (Anjouan). The provider of this license clearly states in its obligations that it must process withdrawals and respect the Terms and Conditions. I hope this is resolved soon, or I will have to contact the license provider. Thank you very much.

(I want to add that when I contacted support about their relationship with Novaforge, they blatantly lied, saying they were not part of this company, but rather independent.)

(Actualización) Hoy a día 04/10/2025 todo sigue igual, los 3 retiros en estado de pendiente y todas las respuestas del soporte genéricas y repetidas. Sigo teniendo 1000eur en mi balance con los cuales no puedo solicitar el retiro debido a que RobyCasino solo permite 3 solicitudes pendientes max(Los 1500eur que ya tengo pendientes). Llevo esperando desde el día 23 de septiembre a que sean procesadas, incumpliendo sus propios TyC, en los cuales especifican un tiempo de 1-3 días. No olvidar que RobyCasino es propiedad de NovaForge Ltd's, con licencia ALSI-152406028-FI2(Anjouan), el proveedor de esta licencia expone claramente en sus obligaciones que debe procesar los retiros y respetar los TyC. Espero se solucione pronto o tendré que contactar con el proveedor de la licencia. Muchas gracias.

(Quiero agregar que al momento de consultar a soporte por su relacion con Novaforge estos mintieron descaradamente diciendo no ser parte de esta empresa, si no independientes.)

(Update) As of 10/07/2025, everything remains the same. I have contacted support daily and have received the same generic responses: that the withdrawal is in the final stages, that they have a high demand for withdrawals, that they are verifying the information, etc. The truth is, I have been waiting for the withdrawal for two weeks now and I haven't received a response that will reassure me. I hope to receive the payment soon so I can make the remaining two withdrawals of 500 each and never return to RobyCasino.

(Actualización) Hoy a fecha 07-10-2025 todo sigue igual, he contactado diariamente al soporte recibiendo las mismas respuestas genéricas siempre, que el retiro esta en la fase final, que tienen una gran demanda de retiros, que están corroborando la información, etc... La verdad ya llevo 2 semanas esperando el retiro y no consigo respuesta que me deje tranquilo. Espero recibir el pago pronto para poder realizar los dos retiros restantes de 500 c/u y no volver nunca mas a robycasino.

Dear Anonymouswinner02,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good afternoon, Dominika, I'm sorry to report that everything is the same… Support always gives me the same answers and tells me I don't need KYC verification at the moment. I've attached screenshots of conversations with Live Support and email support:

Buenas tardes Dominika, lamento informar que todo sigue igual… Soporte me da las mismas respuestas siempre y me dicen que por el momento no necesito verificación KYC. Adjunto imágenes de conversaciones con Live Support y soporte por email:

I add one more capture regarding KYC and Withdrawal:

Agrego una captura mas con respecto a KYC y Retiro:

Good afternoon, as of 10/8/2025, my first three withdrawals (€1,500) have been approved and I have successfully received them. I just submitted another €500 withdrawal, and I'll submit the next one in 24 hours. Once I receive the remaining €1,000, this claim can be closed. I'll keep you updated.

Buenas tardes, a día 8/10/2025 se han aprobado y he recibido exitosamente mis primeros 3 retiros (1500€). Acabo de poner otro retiro de 500€ y en 24 hrs pondré el otro. Una vez recibidos los 1000€ restantes se puede dar este reclamo por cerrado, estaré informando.

Good afternoon, I'd like to add that the new withdrawal balance is €1,500. See image. We'll have to wait until October 8 and October 9 to add all the withdrawals. I'll update (TOTAL REMAINING WITHDRAWAL: €1,500).

Buenas tardes, deseo añadir que el nuevo saldo a retirar es €1500. Adj imagen, queda esperar al día 08/10 y 09/10 para agregar todos los retiros. Estaré actualizando(TOTAL A RETIRAR RESTANTE: €1500)

Today 09/10/25 I made the second withdrawal.

Hoy 09/10/25 puse el segundo retiro.

Good evening, I'd like to add to my complaint: I've been playing a bit and my balance is higher. I have two pending withdrawals of €2,000 (TOTAL: €3,000) to process. I'll keep informed.

Buenas noches, quiero añadir al reclamo que estuve jugando un poco y el balance es mas alto. Tengo dos retiros pendientes + €2000(TOTAL:€3000) a tramitar. Mantendré informado.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

How much have you received so far?

How many withdrawals are currently pending?

Have you already requested the third withdrawal?

How much do you currently have remaining in your account outside of the pending withdrawals?

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.

Good afternoon, I'll answer your questions:

1- I have received €1500 (€3000 remaining)

2- I have 3 pending withdrawals totaling €1,500. I can no longer request more withdrawals because the maximum is 3 requests.

3- Yes, I requested the third withdrawal today.

4-I have €1500 left apart from the 3 pending €500 withdrawals.

Buenas tardes, respondo a tus preguntas:

1- He recibido €1500(€3000 restantes)

2- Tengo 3 retiros pendientes sumando entre ellos €1500, ya no puedo solicitar mas retiros debido a que el máximo son 3 solicitudes.

3- Si, solicite el tercer retiro del día de hoy.

4-Me quedan €1500 aparte de los 3 retiros de €500 pendientes.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) 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 Anonymouswinner02,

My name is Martina, and from now on, I’ll be assisting you with resolving your complaint.

I would now like to invite a representative from Roby Casino to join this conversation and participate in finding a resolution.

Dear Roby Casino Representative,

Could you please keep an eye on the player’s withdrawal requests to ensure they are processed without any delays?

Thank you in advance for your cooperation and for providing any relevant updates.

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

Dear Anonymouswinner02,

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,

Martina