I deposited 150€ at the casino on 19.02

After I played through the wager I won 4000€ and would like to cash it out since then

this has been the case since 21.02 in 3 payments of 500€ each

I have written to the casino support several times but only get the standard excuse

I'm slowly getting the feeling that the casino is cheating

I hope I can get help here

I also did my KYC with ID card, address proof etc.

please help

Ich habe bei dem Casino am 19.02 150€ eingezahlt

habe dann nach dem ich den wager durchgespielt habe 4000€ gewonnen und m?chte sie seitdem auszahlen

dies schon seit dem 21.02 in je 3 Auszahlungen a 500€

ich habe nun schon einige Male mit dem Casino Support geschrieben bekomme aber nur Standard Ausrede

solangsam habe ich das Gefühl das das Casino betrügt

icz hoffe hier kann mir geholfen werden

habe auch meine kyc gemacht mit personalausweis Adresse Nachweis etc

bitte um Hilfe

Hello Quillo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Roby Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick

I last wrote to support 3 days ago and asked when my money would finally arrive since I have been waiting more than 1 month and not 1-3 working days as advertised

KFC since about 05.03.25

I earned part of the winnings from the bonus and then wagered it 35x

I won about 2400€ outside of the bonus

Hallo nick

ich hab das letzte Mal vor 3 Tagen mit dem Support geschrieben und gefragt wann endlich mein Geld kommt da ich nun mehr als 1 Monat warte und nicht wie beworben 1-3 Werktage

kfc seit ca 05.03.25

ein teil des Gewinns habe ich im Bonus erzielt und diesen dann 35x gewagert

ca 2400€ habe ich au?erhalb des Bonus gewonnen

Thank you Quillo for all the information provided. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Quillo,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Roby Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Quillo, 

We kindly request you to please upload all the requested documents from the verification tab.

Please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!

Waiting for your update.

Best regards,

RobyCasino team.

What is requested please

that is not said anywhere

I have sent the statement from my credit card from February

and the screenshot of the detailed deposit from 20.02

so tell me what is needed

I have tried to contact the support team several times via email to find out what the problem is and no one answers and here the answer is very quick I don't quite understand it

Was ist denn bitte angefordert

das wird nirgendwo gesagt

ich habe den Kontoauszug von meiner Kreditkarte vom Februar geschickt

sowie den Screenshot von der detaillierten Einzahlung vom 20.02

also sagen sie mir was gebraucht wird

Ich habe versucht mehrmals Per Email mit dem Support Team Kontakt aufzunehmen was das Problem ist und keiner antwortet und hier geht es sehr schnell mit der Antwort ich verstehe das nicht so ganz

Dear  Roby Casino representative,

could you please confirm that you have received all the requested documents from the player?

It keeps asking for something that I have already sent 10 times

Es wird immer wieder etwas gefordert was ich nun schon 10 mal geschickt habe

Dear Quillo, 

As we have checked we have still not received the requested documents.

We have emailed you the to let you know which documents are required.

We kindly request you to please upload all the requested documents from the verification tab.

Please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!

Waiting for your update.

Best regards,

RobyCasino team.

It's really starting to make me angry here

I sent the items that were requested and asked counter questions in the email but I don't get any qualified answers

I have sent my complete credit card statement from February and even March

I have sent the detailed screenshots of the app from the deposit days

I have sent everything and they don't tell me what is wrong with what I sent

I have never had such bad support in a casino

Es macht mich langsam richtig sauer hier

ich habe die Sachen geschickt die gefordert wurden habe Gegenfragen gestellt bei der email bekomme keine qualifizierten Antworten

ich habe meinen kompletten Kontoauszug der Kreditkarte vom Februar und sogar M?rz geschickt

ich habe die detaillierten Screenshots der App geschickt von den einzahlungstagen

ich habe alles geschickt und es wird mir nicht gesagt was an dem was ich schicke falsch ist

so ein schlechten Support hatte ich noch in keinem casino

Please upload the transaction history of the payment method that was used to top-up BNP Paribas bank Account on 02/19/2025 in Original PDF format

that is said translated quasi

Please upload the transaction history of the payment method used to top up the BNP Paribas bank account on 19.02.2025 in original PDF format

1. Do I pay my credit card from my main account every 3 months and not daily
2. Have you received the monthly credit card statements in PDF
3. Did you also get the desired date as a detailed view from my online banking via screenshot since there is no option to print this as a PDF like with a Paysafecard account
4. According to my payment history, the deposit in your casino was received on 20.02.2025 at 15:43:45 and not on 19.02.2025
5. I have tried to clarify all this a couple of times but no one answers

I would rather ask YOU, representatives of Roby Casino, to contact me privately. This will finally solve the problem, as this is my account and has been confirmed by all the statements etc.

Pleas upload the transacrion history of the payment method that was used to top-up BNP Paribas bank Account on 19.02.2025 in Original PDF format

das wird gesagt übersetzt Quasi

Bitte laden Sie den Transaktionsverlauf der Zahlungsmethode, die zum Aufladen des BNP Paribas-Bankkontos am 19.02.2025 verwendet wurde, im Original-PDF-Format hoch

1. Zahle ich meine Kreditkarte von meinem Hauptkonto alle 3 Monate und nicht t?glich
2. haben sie die Monatlichen Konto Auszüge der Kreditkarte bekommen in PDF
3. haben Sie die von dem gewünschten Termin auch als Detailitere ansicht aus meinem Onlinebanking bekommen per Screenshot da es keine M?glichkeit gibt dies als PDF auszudrucken wie bei einem Paysafecard Konto
4. ist die Einzahlung in Ihrem Casino laut meinem Zahlverlauf am 20.02.2025 um 15:43:45 eingegangen und nicht am 19.02.2025
5. All dies habe ich schon ein Paarmal versucht zu kl?ren aber keiner Antwortet

Ich würde SIE lieber Vertreter des Roby Casinos doch einfach mal bitten sich Privat bei mir zu melden das wird das Problem nun endlich mal aus der Welt schaffen k?nnen, denn das dies mein Konto ist ist ja best?tigt durch die ganzen Auszüge etc

I had my account deleted, it's a huge scam casino, I'm giving up the money, I hope no one ever plays there again

Hab meinen account l?schen lassen ist gr??tes Scam casino ich verzichte auf das geld Hoffe das dort nie wieder wer spielt

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.