The player from the United Kingdom faced difficulties with the casino not closing his account despite multiple requests due to his gambling addiction. Despite having contacted his VIP manager and sent emails, he received no resolution and continued to lose money. The Complaints Team reviewed the case and determined that the player’s initial self-exclusion request was not validated due to the casino's policy on evidence verification. As a result, the complaint was rejected, and the player was informed that deposits made during the processing period were not eligible for reimbursement.
Roby Casino - Player’s account closure request has been delayed.
Amount: €322
Roby Casino
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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2 months ago
Translation
The casino refuses to permanently close my account, even though I've notified them several times and mentioned that I suffer from a gambling addiction. I first contacted my VIP manager via Telegram. They gave me an email address. I then sent two emails to this email address and didn't even receive an automated reply. I last contacted the chat again on Friday and today. Both on Friday and today, I was simply told to be patient and that my request had been escalated. Furthermore, the chat also confirmed today that my emails had been received. I deposited and lost €322 during that time, which could have been avoided. I wonder how it is possible that a casino still can't block the account of a customer with a gambling addiction after 7 days.
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Complaint Resolution Center Team Lead
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2 months ago
Dear goku23,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected].
and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you please clarify when exactly you informed the casino about your gambling problem for the first time? Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.
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
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2 months ago
Translation
Hello Kristina,
Can't you see the screenshots I uploaded here? If not, I'd be happy to forward them again via email. I asked my VIP manager via Telegram on April 7th to permanently close the account. He gave me the email address you mentioned above. I first sent an email to this address on April 8th, citing my gambling addiction as the reason. To date, however, I haven't received a response. I also sent an email on April 11th and informed the chat several times. Best regards
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2 months ago
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The account is still active today, and I still haven't received a response, even though the chat agent escalated the issue on Friday...
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2 months ago
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Dear Casinoguru Team,
Ten days later, after I filed this complaint, someone from the casino contacted me and asked if I was sure and asked for confirmation. I see this as another cheap measure to delay the process. I expect very harsh consequences for the casino.
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2 months ago
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Dear Casinoguru Team,
I've uploaded the emails again. As you can see, I first informed the casino about my addiction via email on August 8th and requested that my account be closed. I had previously contacted my VIP manager via Telegram on April 7th. Just this morning, I received a response from the casino asking me, a gambling addict, if I was sure and asking me to confirm. I confirmed at 8:00 a.m., and my account is still not blocked. I expect my account to be permanently closed, the casino to apologize, and refund my €322. Best regards
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Complaint Resolution Center Team Lead
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2 months ago
Thank you very much, goku23, for your cooperation. I will now transfer your complaint to my colleague Michal ([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.
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Casino Analyst & Complaint Specialist
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2 months ago
Hello goku23,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Roby Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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Casino Analyst & Complaint Specialist
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2 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 representative
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2 months ago
Dear all,
After a careful review, we can confirm that the player's account was correctly closed without any delay.
On 6th of April, the player requested account closure without mentioning his gambling addiction via live chat. However, he was asked to submit his request via email but he didn't. On 8th of April requested account closure due to gambling addiction, but again didn't submit his request via email.
Moreover, on 16th of April, the player confirmed his account closure via email and was successfully closed on 17th of April.
If you have any additional questions don't hesitate to contact us.
Kind Regards,
Roby Casino Team
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2 months ago
Translation
Dear Casinoguru Team,
I am absolutely shocked and frustrated by how brazenly this casino is lying. It is absolutely disgusting and fraudulent behavior, and I expect clear consequences! The casino claims that I did not inform them of my gambling addiction via email on April 8th. Dear Casinoguru team, I already uploaded screenshots of my communication above. You can see that I contacted the casino via email on April 8th, 2025, and clearly requested that my account be closed and mentioned my gambling addiction. How can a casino tell such a lie? It doesn't demonstrate trustworthiness or credibility. You can also see from my screenshots that the casino didn't respond until April 16th. What's even more tragic is the fact that the casino only contacted me after eight days, and only because I filed a complaint here. They also asked me to definitively confirm that I wanted to close my account, even though I'd mentioned several times that I suffer from a gambling addiction. The casino should immediately consider the player's well-being and close the account immediately, instead of playing for time and asking the addicted player if they're sure. This behavior is an absolute danger to every player. I expect drastic consequences. Instead of admitting their guilt and apologizing, they're spreading lies...
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Casino Analyst & Complaint Specialist
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2 months ago
Dear goku23,
Would you be able to provide me with a screen recording of you going into your "Sent" folder in your emails? IT seems like the casino did not receive your email from the 8th of April, so I want to make sure that you have indeed sent it.
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2 months ago
Dear Casinoguru team, I have now taken a photo of my screen. It is from the whole email conversation with the casino. You can see, I contacted them on the 8th of April. Now, what I also noticed is that they have sctually manipulated the entry date of the mail... As you can see, when they answer, a copy of my mail is also included and there it the date is stated as 16th of April 17:25 EEST time and their response is 25 minutes later... This is unbelievable and unacceptable. Note, at this time I already created this complaint and told you that they were not replying since over a week.. I demand the highest consequences! Not only they ignored my request for a long time, but also they manipulate messages to let them look like they haven't done anything wrong. Also, why should I create a complaint here without even asking the casino to close my account? Look at the date when I created the complaint and when, according to the casino, I have informed them about the account close and my gambling issues... I am really wordless and speechless... never faced such a audacious casino...
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2 months ago
I can not upload the other screenshots, seems like there is an issue with your page... can you give me your email so that I can forward them to you?
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1 month ago
Dear CasinoGuru team, seems like you do not care about this matter, am I right? Because if you dont, I will leave negative reviews and warn other people of this casino.
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Roby Casino,
Would you be able to provide me with evidence that would support your claim? Namely, screenshots from your system containing the player's emails? Please, send everything to [email protected]
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1 month ago
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Dear Michal, thank you very much for your feedback and support. As mentioned before, you can see in my screenshots that the casino's system displays a completely different receipt date... My screenshots show when I sent the email: the first one on April 8, 2025. Eight days later, the casino responded after I filed a complaint here. The reply shows that I supposedly sent the email on April 16, and a few minutes later, the casino responded to me via email... The casino clearly manipulated the timing here. It also makes no sense, in my opinion, for me to notify the casino for the first time on April 16, but first file a complaint here, upload screenshots, and claim that the casino refuses to close my account...
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Casino representative
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1 month ago
Dear Michal,
We would kindly request to check the evidence provided via email.
If you have any additional questions don't hesitate to contact us.
Thank you for your cooperation.
Kind Regards,
Roby Casino Team
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1 month ago
Dear Michal,
I am tired of this long discussiona dn kindly ask you that you make a decision after almost 2 months... I have provided every screenshot. It is a fact that I first contacted thr casino on the 8th of April via email and told them about my gambling issues. After a week when there was still no answer and I kept losing money, I decided to create this complaint. And guess what? After a day, the casino replies to my mail and acts like my mail received them just a few minutes ago on the 16th of April... Not only is their behavior disappointing, but also until today they keep insisting that they did not do any mistakes, which means, they wont improve in the future as well, which is very worrying situation as other players should be warned and secured... I wonder whether it is so hard to acknowledge your midtake and apology and promise to improve your processes... I kindly ask you to come to a conclusion quickly. The casino is just to play for time without delivering anything relevant...
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Casino Analyst & Complaint Specialist
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1 month ago
Dear goku23,
Unfortunately, I must inform you that I am unable to assist you in this matter. Firstly, we cannot accept screenshots of emails as conclusive evidence, as such materials can be easily manipulated in today’s digital environment. Please understand that this is not an accusation of dishonesty, but rather a general policy regarding the verification of documentation.
Even if we were to hypothetically consider the email dated March 8th as your initial valid self-exclusion request, the subsequent deposits made on March 8th and 11th occurred shortly thereafter. While we acknowledge that the casino’s self-exclusion process may not have been completed instantly, a certain amount of processing time is required. Any deposits made during this period are, unfortunately, not eligible for reimbursement.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
