The player from Germany had three pending withdrawals at Roby Casino dating back to late December and early January, which had not been processed beyond the promised three business days. Despite offering to provide the necessary verification, the player received no substantial updates and insisted on filing a complaint after 14 business days without resolution. The Complaints Team intervened, communicated with the casino, and ultimately resolved the issue, leading to the player receiving all his pending withdrawals. The complaint was marked as 'resolved' after confirmation of the successful transactions.
Roby Casino - Player faces delayed withdrawals at casino.
Amount: €3,500
Roby Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
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5 months ago
Translation
I have 3 pending withdrawals at Roby Casino. The first is from 12/31/24, the second from 01/01/25, and the third from 01/04/25. None of the withdrawals have been processed, even though the casino states a maximum processing time of 3 business days. Upon inquiry, there is no real information provided. They say that the finance department has been informed and that it is being prioritized. However, I notice nothing of the sort. The site doesn't request any verification from me, even though I've offered to send everything necessary. Since inquiries have yielded no results and now 14 business days have passed, I must file a complaint. The procedure is not fair.
PS. I am from Germany.
Automatic translation:
Public
Head of Complaint Resolution Center
Public
5 months ago
Dear asgard18,
Thank you very much for submitting your complaint.
I’m sorry to hear about the difficulties you’ve been experiencing with your pending withdrawals at Roby Casino. We understand how frustrating it must be to wait so long without clear updates or resolution.
To better understand your situation and assist you effectively, could you please clarify or provide additional details regarding the following:
- Have you received any specific explanations from the casino regarding the delay, aside from their mention of the finance department prioritizing your case?
- Have you checked if your account or withdrawals are subject to any terms or conditions that could cause the delay, such as withdrawal limits or restrictions related to your account activity?
- Can you confirm whether you have completed all necessary verification processes previously or if the casino has asked for additional documents at any point?
If you have any relevant communication with the casino (e.g., emails, chat transcripts), you can forward it to [email protected], which will help us understand the situation better and support our mediation efforts.
Your cooperation is crucial in helping us build a clear picture of the issue. The more details and evidence we have, the stronger case we can present to the casino, which increases the likelihood of a timely resolution.
I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and while we investigate the issue.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
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5 months ago
Translation
Hello,
There are no concrete explanations as to why my withdrawals are not being processed.
I have not found any conditions that could lead to a delay.
Verification is not technically possible on the website. It says that no verification is required at the moment. I even offered to verify myself. There was no response.
I will send you an email from the casino to me.
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Public
Head of Complaint Resolution Center
Public
5 months ago
Hi asgard18,
Thank you for providing additional details regarding your withdrawals at Roby Casino. I’m sorry to hear about the delay and the lack of clear communication from the casino.
- Could you confirm whether your winnings were accumulated while an active bonus was applied? Sometimes, specific bonus terms, such as wagering requirements or maximum withdrawal limits, can cause delays or complications in processing withdrawals.
I hope we’ll be able to assist you in resolving this matter promptly.
Public
Public
5 months ago
Translation
My winnings come from a deposit bonus. This was implemented correctly and my winnings were released. In communication with other players at Roby Casino, it often happens that withdrawals are delayed. In my case, I find the processing time excessive. I hope for a prompt withdrawal.
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5 months ago
Translation
Here is the chat communication from yesterday:
We sincerely apologize for the delay caused by technical problems with our payment service provider. However, we can assure you that we processed the transaction correctly.
When asked if it was still being processed, this was the response:
Yes, they are still being processed and I will make sure that you receive it as soon as possible.
Again I was put off and blamed on technical problems. If this were the case, why did they only tell me after 4 weeks? I hope for a prompt clarification and payment!!!
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Head of Complaint Resolution Center
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5 months ago
Thank you very much, asgard18, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
5 months ago
Hello asgard18, nice to meet you!
My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payouts. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Roby Casino to join the conversation and participate in the investigation of this case as well.
Could you please provide more details as of why this player’s withdrawal requests are being processed longer than usual, and whether you were able to solve the problems with your payment provider? I would also appreciate if you could provide us with any and all relevant evidence.
Thank you for your patience and cooperation in advance.
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5 months ago
Translation
I'm now starting at position 250 in the live chat. This is all very strange. I'm starting to believe this is a scam, as I haven't found any other case where you have to wait over a month for your payouts to be processed without any reason. I hope this case ends peacefully.
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4 months ago
Translation
The 3 withdrawals were made today. I will now request further withdrawals.
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Casino Analyst & Complaint Specialist
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4 months ago
Hi asgard18, thank you for keeping us up to date! :)
Could you please confirm how much money you have received and how much is still to be withdrawn? Just so I can keep an eye on things properly on my end.
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4 months ago
Translation
3x 500€ were transferred.
I will still request 2000€.
Edited
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Casino Analyst & Complaint Specialist
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4 months ago
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.
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Casino Analyst & Complaint Specialist
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4 months ago
Hello asgard18, have you managed to withdraw the remaining 2,000€ or are you still waiting?
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4 months ago
Translation
There is still €1000 missing. If things continue at this pace, it should be done the day after tomorrow.
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4 months ago
Translation
500€ are still missing. I was actually expecting the money yesterday.
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Casino Analyst & Complaint Specialist
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4 months ago
Thank you for the update! I will try to message casino again, hopefully they can at least explain the hold up.
Public
Casino Analyst & Complaint Specialist
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4 months ago
As I have managed to find additional contact and seems like the issue is being looked into on the casino's end, I will extend the timer for a few extra days.
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Casino Analyst & Complaint Specialist
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4 months ago
I have just received a mssage from the casino representative:
Dear all
Thank you for your patience. Kindly be informed that the customer has only one last active withdrawal currently and we are working on processing it as soon as possible.
Best Regards
RobyCasino Team
Dear asgard18, please let us know as soon as the withdrawal is received on your end and whether that is the last missing payment processed. Thank you.
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4 months ago
Translation
All right. I received everything. Thank you to everyone involved.
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Casino Analyst & Complaint Specialist
Public
4 months ago
Dear asgard18,
I am glad to hear that your issue has been resolved, and would like the casino representative to looking into this issue for us. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please 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/www.kpvfaw.com. 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,
Matej
www.kpvfaw.com
