Roby Casino - Затримка зняття коштів

Hello there,

as i see my problem is common. I made a deposit at Roby Casino and i received a first deposit bonus (sports bonus). I played and i was lucky enough to fulfill the bonus terms, with good winnings. I made my first withdrawl (for 500 CHF) on 12.01.2025, and the following two days i made two more (each for 500 CHF). I waited the three business dates as stated in terms, but my withdrawals are still pending after two weeks. I have contacted the live chat many times (also sent e-mails), and the answers i receive are copy paste (you have to be patient, we have too many withdrawals to deal with etc).

To help you :

• No successful withdrawals till now
• They asked no verification, it is written in my account that is not needed
• My bonus terms have been fulfilled, i also asked in the live chat, if i could make a withdrawal
• My withdrawals are shown as "under review"
• I have asked what seems to be the problem, may be the method i chose without answer

Apart from those 1500 CHF, i have more winnings in my account. I guess they just dont want to pay.

Dear NickTheRock007,

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 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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I will come with an update today evening, because the payments are made only on working days (Mo-Fri). I am 99% they are not going to pay today.

Update : No payment today. They also reduced my betting limit almost to zero, but that is ok for me.

I have in my account 3.660 CHF that i have to withdraw (apart from the 1500 CHF that are pending).

Could you pls help me with the situation?

Dear NickTheRock007,

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.

Hello again. No payment has been carried out.

Will you pls help me to receive the money?

If you need further information, such as mails or screenshots from the withdrawals , i will be more than happy to provide them.

All three withdrawals are still under review.

Thank you NickTheRock007 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting your from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick. I will wait the response of Katka.

Dear NickTheRock007, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Roby Casino outside this complaint thread and let you know any new information once I receive it.

Thank you very much Katarina.

Am looking forward for your reply.

This week is also gone, no payment has been made. Any news Katarina?

Hello Katarina. Did you manage to speak with the casino? i still receive the same answers. Today tha agent said, she would send an emergency note to the financial department.

I keep receiving the same excuses and as i saw here, players who had the same problem, even if they made the withdrawals after me, have received their money.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear NickTheRock007, 

I am currently in communication with a representative from the casino. At this time, there are no updates available. However, I will promptly provide you with any pertinent information as soon as it becomes available in this thread.

Hello Katarina,

i also sent an email today, with the conversation that we had.

I hope we will find a way to resolve this problem.

Thanks for your support

Hello Katarina,

any news from the casino?

Update

I tried to contact the casino through live-chat.

They still say that my withdrawals are complying with the rules and that they will be executed as soon as possible.

Always the same excuses. Thats the fifth week btw.

Please let me know if you have something new for me pls.

Hello Katka, any news from your communication with the representative?

Dear NickTheRock007, 

thank you for your messages.

I am currently awaiting a response from the casino. They have assured me of a prompt resolution. I appreciate your patience for a few more days.

Thank you for the quick response Katka.

I really appreciate your help.

Have a nice day

Hello Kararina. That's the new answer i am receiving. Is that progress from your experience?? They are talking about final stage.



Hello Katka,

I will like to inform you that the casino paid my first three deposits.

Thank you so much for the support.

Please leave the post open till I receive the remaining 2.500 CHF.

Dear NickTheRock007, 

thank you for the update. It seems the things are moving the right direction. The complaint will remain open until you confirm the arrival of the remaining funds. Please keep us informed.

I would like to inform that Roby casino continues the payments. I am still waiting 1.500 CHF so i would be glad if you could leave the post open till next week, when i think the case will close.

Is that ok?

Dear NickTheRock007, 

thanks for the update.

We will leave the complaint open for an additional week.

Dear NickTheRock007,

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.

Hello Katarina. I havent written something because one withdrawal is still pending since 13.02. Other withdrawals that i made after the 13.02 are completed. i really dont understand how the system works.

Be sure that when my last withdrawal is completed, i will text here.

Dear NickTheRock007,

thanks for the update.I have communicated your case to a casino representative outside of this conversation. I will inform you as soon as I have any relevant information to share. In the meantime, please keep us updated.

Still waiting for the last withdrawal made on 13.02... I don't know what to say anymore. Any news from your side??

Dear NickTheRock007,

Unfortunately, I have no updates at this time.

Dear Roby Casino,

I am writing to request an update regarding the status of NickTheRock007's withdrawal. Could you please provide an explanation for the delay?

I received an email that says my withdrawal was completed. As soon as i receive the money, i will inform you to close the complaint.

Thanks in advance

Dear NickTheRock007,

thanks for the update. I look forward to your next communication.

Hello Katarina.

The casino finally paid the last withdrawal.

That was a long journey and i would like to thank you for the support.

Although i was finally paid, I find unprofessional and inappropriate to leave a player waiting for such a long time, when it is clearly written how long a player has to wait.

Thanks again for your time.

Dear All,

We are pleased to inform you that the pending withdrawal request from Feb 13, 2025, has been successfully completed and there are currently no outstanding requests.

Best regards,

Roby Casino Team

Dear NickTheRock007,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina Duboak

Casino.Guru