The player from Greece had been trying to withdraw their winnings for two weeks, with multiple requests pending, including one since February 14. After the initial request was rejected, subsequent withdrawals via Bank Transfer were also delayed. The player suspected they were being scammed, especially since no identification documents had been requested. The issue was resolved after the casino processed the player's last two withdrawals, following intervention from the Complaints Team, which facilitated communication with the casino's support team. The complaint was marked as resolved.
Roby Casino - Player’s withdrawals are delayed and pending.
Amount: €2,500
Roby Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
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4 months ago
Translation
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.
Automatic translation:
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Complaint Specialist
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4 months ago
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
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4 months ago
Translation
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.
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Public
4 months ago
Translation
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.
Automatic translation:
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Complaint Specialist
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4 months ago
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?
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4 months ago
Translation
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.
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Complaint Specialist
Public
4 months ago
Thank you very much, ThGrd992, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) 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.
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
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?
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4 months ago
Translation
Thank you very much for dealing with the problem I am facing.
I hope this casino gets resolved and isn't a scam!
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4 months ago
Translation
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.
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Casino Analyst & Complaint Specialist
Public
4 months ago
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.
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3 months ago
Translation
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.
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Casino representative
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3 months ago
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.
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3 months ago
Translation
Good morning,
I just received my last two withdrawals.
Thank you all so much for everything!!
Good luck.
Automatic translation:
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Casino Analyst & Complaint Specialist
Public
3 months ago
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/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,
Martin
www.kpvfaw.com
