I permanently self-excluded from this casino on September 22nd 2024. I was sent marketing emails around January 30th 2025. Not remembering that I had self excluded I signed in a casino and over the course of a few days deposited $285 Canadian. I emailed the casino a couple days ago asking for those funds to be return to me as I was not supposed to be able to deposit and play in this casino after self-excluding permanently. I asked the casino why I was marketed towards my account was not locked and they told me it was a technical issue. I've not heard back from the casino yet but I expect my 285 Canadian would be returned to me via an e-transfer

Dear Chudsexington,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roby Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your initial self-exclusion request?
• Could you please share the justification you received from the casino regarding the issue?
• Send emails or chat transcripts to my email at [email protected], or post screenshots 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,

Tomas

I don't have the exclusion request . I believe it was through chat support. I only have the confirmation that I had posted here. No proof of their justification stated it was a technical issue.

Any updates?

Thanks for your patience.

• Did the casino block access to your account after you requested a refund? Is your account currently closed? Since when?
• Could you please share with me any subsequent communication sent to the casino after your account was reopened?

Send the information to my email at [email protected] I apologize for the inconvenience.

The casino is ignoring me. No responses from them. I ccd you on the last email. They have not blocked me. I just logged in now to see.

Only communication from casino and continued marketing emails. I forwarded you the 3 most recent this morning. Also keep in mind that I never subscribe to marketing emails.

I am going to open tickets with casinomeister and askgamblers today as casinoguru doesnt seem to be making progress.

Thank you very much, Chudsexington, for your patience. I will now transfer your complaint to my colleague Matej ([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.

Hello Chudsexington, nice to meet you!

My name is Matej, and I will be assisting you with this case. 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 possibly provide additional information regarding why a self-excluded player has received marketing messages and was even able to deposit and play in the casino? I would also appreciate if you can provide us with any and all relevant evidence. In case of sensitive information, it can be sent to me directly at [email protected].

Thank you for your patience and cooperation in advance.

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 Chudsexington,

Thank you your patience.We are pleased to confirm that your refund request has been reviewed, and the payment is in process.

Kind regards,

Roby Casino Team

Can you confirm the amount of $285 Canadian?

Dear Roby Casino Team, thank you very much for the reply!

Could you please confirm the following:

• The account of this player has been closed and marked as "self-excluded due to gambling addiction" with no chance of re-opening
• The refunded amount is 285 CAD
• The player will no longer receive any promotional materials via e-mail and phone number asssociated with the self-excluded account

Thank you.

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 Chudsexington,

We would like to confirm that the account has been closed and marked as "self-excluded due to gambling addiction" with no chance of re-opening.

We have also successfully refunded the entire deposit of 285 CAD made after the account was reopened.

In addition, we can also confirm that no further promotional material will be sent to the email address and phone number associated with the excluded account.

Kind regards,

Roby Casino Team

Case closed

Dear Chudsexington,

I am very happy to hear that your issue has been resolved, and would also like to thank the Roby Casino Team for looking into this complaint for us. I'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