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Good evening,

I have been trying to withdraw my winnings for two weeks now without any success.

My first withdrawal was rejected after a week of waiting (the request was made on 13/2/2025).

The next request was made on 14/2/2025 and is still pending and it is day 12.

Then they told me that the best withdrawal option is Bank Transfer instead of Visa, so the next two withdrawal requests were made by Bank Transfer and are pending for the 7th and 6th days respectively.

Every day I hear the same excuses.

I also have a balance of €1000 that I'm waiting to withdraw after one of the first ones is completed, because there is a limit of €500 per day and up to 3 simultaneous withdrawal requests.

Withdrawals are supposed to be processed within 1-3 days.

I have strong suspicions that this is a scam.

I have also not been asked for any identification document.

Thank you in advance.

Καλησπέρα,

εδώ και ήδη δυο εβδομάδες προσπαθώ να κάνω ανάληψη των κερδών μου χωρίς καμία επιτυχία.

Την πρώτη ανάληψη μου την απέρριψαν μετά από μια εβδομάδα αναμονής (13/2/2025 έγινε το αίτημα).

Το επόμενο αίτημα έγινε 14/2/2025 και ακόμα εκρεμμεί και είναι η ημέρα 12. 

Μετά μου είπαν οτι καλύτερη επιλογή ανάληψης είναι το Bank Transfer αντί για Visa και έτσι τα επόμενα δύο αιτήματα ανάληψης έγιναν με Bank Transfer και εκρεμμούν για 7η και 6η ημέρα αντίστοιχα.

Κάθε μέρα ακούω τις ίδιες δικαιολογίες. 

Επίσης έχω ένα υπόλοιπο 1000€ που περιμένω να κάνω ανάληψη αφού ολοκληρωθεί κάποια από τις πρώτες, γιατί υπάρχει το όριο των 500€ ανά ημέρα και εώς και 3 ταυτόχρονα αιτήματα ανάληψης.

Υποτίθεται πως οι αναλήψεις διεκπεραιώνονται εντός 1-3 ημέρες. 

Έχω μεγάλες υποψίες οτι πρόκειται για scam.

Επίσης δεν μου έχει ζητηθεί κανένα έγγραφο ταυτοποίησης.

Ευχαριστώ εκ των προτέρων.

Dear ThGrd992,

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 specify what payment method you used for depositing money into your casino account?

Have you accumulated 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,

Veronika

Hello again.

No, I have never made any successful ascents.

My deposits have been made via Visa card.

All my winnings are without an active bonus.

Thank you very much.

Γεια σας και πάλι.

Όχι, δεν έχω κάνει ποτέ καμία επιτυχημένη ανά´ληψη.

Οι καταθέσεις μου έχουν γίνει μέσω κάρτας Visa.

Όλα τα κέρδη μου είναι χωρίς ενεργό μπόνους.

Ευχαριστώ πολύ.

Good evening,

I am in my third week of waiting and have not received any withdrawals, while when I ask them they answer me with the same automated message.

Thank you very much.

Καλησπέρα,

Βρίσκομαι στην τρίτη εβδομάδα αναμονής και δεν έχω λάβει καμία ανάληψη, ενώ όταν τους ρωτάω μου απαντάνε με το ίδιο αυτοματοποιημένο μήνυμα.

Ευχαριστώ πολύ.

Thank you for your response. What types of games did you play? Were they slots, live casino games, or did you bet on sports only?

Hello again,

It was mostly slot machines (that's where I made my big wins) and very few live casino games.

Thank you very much.

Γειά σας και πάλι,

Ήταν κυρίως κουλοχέρηδες ( εκεί έκανα τις μεγάλες νίκες μου) και ελάχιστα ζωντανά παιχνίδια καζίνο.

Ευχαριστώ πολύ.

Thank you very much, ThGrd992, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much!

Σας ευχαριστώ πολύ!

Hello ThGrd992,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Roby Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which ThGrd992 can expect his withdrawal to be processed?

Thank you very much for dealing with the problem I am facing.

I hope this casino gets resolved and isn't a scam!

Σας ευχαριστώ πολύ που ασχολείστε με το πρόβλημα που αντιμετωπίζω.

Ελπίζω να επιλυθεί και να μην είναι scam αυτό το casino!

Good evening,

I would like to inform you that I have just received my first 3 withdrawals.

Thank you very much for your effort and I would ask you, if possible, to keep the case open until I receive my remaining 2 withdrawals.

Καλησπέρα σας,

Θα ήθελα να σας ενημερώσω ότι μόλις έλαβα τις 3 πρώτες αναλήψεις μου.

Σας ευχαριστώ πάρα πολύ για την προσπάθεια και θα σας παρακαλούσα εάν γίνεται, να μείνει ανοιχτή η υπόθεση μέχρι να λάβω και τις υπόλοιπες 2 αναλήψεις μου.

Hello ThGrd992,

I am happy to hear things are moving in the right direction. Do not worry, I will leave this complaint open for now. Please keep us updated on any new developments.

Hello,

I don't have any progress, that's why I haven't written anything yet.

I am awaiting my last two withdrawals.

Thank you very much.

Γεια σας,

Δεν έχω κάποια εξέλιξη, για αυτό δεν έχω γράψει ακόμα κάτι.

Αναμένω τις δύο τελευταίες μου αναλήψεις.

Σας ευχαριστώ πολύ.

Dear ThGrd992,

We are checking for your withdrawal request with our relevant department and as the previous withdrawal request we will try our best to process your current pending withdrawal requests at the earliest as possible.

Thank you for being so patient with us!

We really appreciate it.

Best regards,

RobyCasino team.

Good morning,

I just received my last two withdrawals.

Thank you all so much for everything!!

Good luck.

Καλημέρα σας,

Μόλις έλαβα και τις δύο τελευταίες αναλήψεις μου.

Σας ευχαριστώ πολύ όλους σας για όλα!!

Καλή σας συνέχεια.

Dear ThGrd992,

I'm glad to hear that your issue has been resolved. I would also like to thank the support team over at Roby Casino for their help with the complaint resolution. The complaint will be marked as 'resolved' in our system now. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, 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, 

Martin

Casino.Guru