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On 12/12/2024, I made two withdrawals of 500fr. However, as of now, my withdrawals are still processing despite 15 days having passed. I have tried to contact them multiple times, but their response is always the same: they say it's still processing and that they have a lot of work, so I need to wait. I don't think this is fair how they are handling the situation. Could you please help me?

Dal giorno 12.12.2024 ho fatto due prelievi da 500fr .....fino adesso i miei prelievi risultano in elaborazione nonostante sono passati ben 15 giorni...io ho provatoxa scriverli molte volte ma la loro risposta è sempre uguale...e in fase di elaborazione è che hanno molto lavoro e quindi devo attendere.....non mi sembra giusto come si stanno comportando ...mi potete aiutare gentilmente?

Dear Dome9999,

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 confirm that you have passed the KYC verification?
• Did you accumulate 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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I'm new to ROBY CASINO....so it's the first time I try to make these withdrawals

As for identity verification .... no the casino does not necessarily ask me to do checks on my account

Yes regarding the bonus...it has been exceeded so the balance is withdrawable...also I have written to them many times and so they only told me to wait...but for me it is no longer normal

Sono nuovo al ROBY CASINO....quindi è la prima volta che cerco di fare questi prelievi

Per quanto riguarda la verifica di identità ....no il casino non mi chiede obbligatoriamente di fare verifiche sul mio account

Si per quanto riguarda il bonus ...è stato superato quindi il saldo è prelevabile...inoltre ho scritto molte volte a loro e quindi loro mi hanno solamente asserito di aspettare...ma per me non è più normale

Good morning .. I just wanted to inform you that the casino has not yet processed the withdrawal and has not even managed to send the winnings of 1000 francs to my bank account ... SO IN TOTAL 21 DAYS HAVE PASSED .... IT DOESN'T SEEMS TO ME THAT IT IS A SERIOUS CASINO .... IT COULD HAVE HELP FROM YOU OR YOUR ACTION AGAINST THE ROBY CASINO ... THANKS

Buongiorno ..volevo solo informarvi che il casino ancora non ha elaborato il prelievo è nemmeno riuscito a mandare la vincita di 1000 franchi sul mio conto bancario...QUINDI IN TOTALE SONO PASSATI BEN 21 GIORNI ....NON MI SEMBRA CHE SIA UN CASINO SERIO ....SI POTREBBE AVERE AIUTO DA PARTE VOSTRA OPPURE UNA VOSTRA AZIONE CONTRO IL CASINO ROBY...GRAZIE

Thank you for your reply, Dome9999. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The two withdrawals of 505fr are still in PROCESSING status...just today I wrote for the 20th time to the casino support chat...and they responded with a new message..it would be to CANCEL MY 2 WITHDRAWALS AND REDO THE WITHDRAWAL REQUEST AGAIN...so I cancelled the 2 withdrawals and redid everything...I made the first 505fr as a withdrawal request since the maximum withdrawal available to me is 505fr...now I will definitely wait another 2 weeks to have the full 1010fr...hoping for 2 weeks if they don't find other excuses...I'm sending screenshots of my first 2 withdrawals that I made on 12.12.2024 and the other on 16.12.2024...plus the last chat made today with support and also the withdrawal request that I'm making again as the support chat advised me

I due prelievi di 505fr sono ancora in stato di ELABORAZIONE...proprio oggi ho scritto per la 20 volta alla chat supporto del casinò...e loro mi hanno risposto con una nuovo messaggio..sarebbe quello di ANNULLARE I MIEI 2 PRELIEVI E RIFARE LA CRICHIESTA DI PRELIEVO UN ALTRA VOLTA...quindi ho annullato i 2 prelievi e ho rifatto tutto ...ho fatto i primi 505fr come richiesta di prelievo dato che il massimo prelievo per me disponibile è di 505fr ...adesso sicuramente aspetterò altri 2 settimane per avere per intero i 1010fr ..sperando 2 settimane se non trovano altre scuse ..mando immagini screenshot sui miei 2 primi prelievi che avevo fatto il giorno 12.12.2024 e l'altro il giorno 16.12.2024...in più l'ultima chat fatto oggi con il supporto e anche la richiesta di prelievo che faccio di nuovo come mi ha consigliato la chat supporto

These are the chats that I took screenshots only today..because all the other chats that I had in the past I couldn't do them

Queste sono le chat che ho fatto screenshot solamente oggi ..perché tutte le altre chat che ho avuto in passato non ho potuto farle

Thank you very much, Dome9999, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Good morning ..thanks for your help

I will let you know if the withdrawal goes well or not.

Thanks again

Buongiorno ..grazie per il vostro aiuto

Vi farò comunque sapere se andrà tutto in ordine il prelievo oppure no

Grazie di nuovo

Hello Dome9999,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Roby Casino to join the conversation.

Dear Roby Casino,  

We would appreciate your assistance in clarifying the reasons behind the delay in the player's withdrawal process. Thank you.

Good morning Michal

I wanted to inform you that on Friday 10.01.2025 they sent the entire sum of 1000fr to my bank account

Thank you so much for your assistance.

Buongiorno Michal

Volevo informarla che Venerdì 10.01.2025 hanno mandato tutto la somma di 1000fr sul mio conto bancario

Vi ringrazio di cuore per la vostra assistenza

Dear Dome9999,

Thank you for your confirmation. I'm glad to see that our intervention helped to resolve the situation and that you received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate Casino Guru 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,

Michal

Casino Guru