Roby Casino - 해당 플레이어의 계정이 폐쇄되었습니다.

Hello, a month ago, with a balance of around €1200 in my account, it was closed. When I tried to log in, it said my account was under review. After contacting customer service multiple times and sending emails, they told me to try clearing my browser cookies, changing my browser, etc. When that didn't work, I had to email them again, trying to understand why my account was under review. After discovering they were requesting documentation for verification (because they hadn't informed me of this at any point, I had to ask customer service for an explanation), I sent them all the documentation I had and that they requested. I've been waiting for a response for about two weeks now, and it still hasn't arrived.

The last withdrawal I requested in mid-November was left hanging, and coincidentally, it was cancelled a week ago (they cancelled it because I don't have access).

Furthermore, in one of those emails they also told me that they were closing my account with no possibility of reopening it (I don't know if it's true or not because they didn't give me any reasons either)

Hola buenas, hace 1 mes, teniendo unos 1200€ en saldo de la cuenta, se me cerro la cuenta, y al intentar entrar aparecia que mi cuenta estaba en revisión, al hablar multiples veces con atención al cliente y enviar correos, me dijeron que intentara borrar cookies del buscador, cambiar de buscador etc, al no irme, tuve que escribirles al correo intentando descifrar el porque de la revisión de mi cuenta, despues de descubrir que me estaban pidiendo documentacion para verificar (porque no me lo comunicaron en ningun momento, tuve que pedir explicación a atención al cliente). Al enviar toda la documentación que tenia y que me pedian, llevo unas dos semanas esperando una respuesta que aun no ha llegado.

La última retirada que pedi a mediados de noviembre se quedo en el aire, y casualmente, hace una semana se me cancelo (me la cancelaron ellos porque no tengo acceso)

Además, en uno de esos correos tambien me dijeron que me cerraban la cuenta sin posibilidad de reabrir (desconozco si es verdad o no porque tampoco me dan motivos)

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.

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.?
• Could you please advise which documents you have already provided and when exactly you sent the last one? Do I understand correctly that you haven't received any notification regarding successful verification until now?
• 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