Roby Casino - Выигрыши игрока были задержаны.

Good evening. After 2 wins in the Blackjack Riga game, the winning amount was never credited to my account. For the past two weeks since this happened, I have been contacting Live support daily, who reassure me and tell me that I will soon receive an email and my money will be credited.

Καλησπέρα. Μετά από 2 νίκες μου στο παιχνίδι Blackjack Riga, το κερδισμένο ποσό δεν πιστώθηκε ποτέ στο λογαριασμό μου. Εδώ και δύο βδομάδες που συνέβη αυτό, επικοινωνώ καθημερινά με το Live support το οποίο με καθησυχάζει και μου λέει ότι θα λάβω σύντομα ενημερωτικό email και θα πιστωθούν τα χρήματα μου.

Dear giannisathens7,

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 evidence of the amount that was supposed to be credited, but wasn't? Such as screenshots from the game and your gaming history?
• Did the casino acknowledge the issue? What assistance have you received from casino support?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Please note without enough supporting evidence we are unable to confront the casino regarding uncredited winnings.

Thank you very much in advance for your reply.

Best regards,

Tomas

The casino acknowledged the problem and said that they have informed their relevant department so that they can take the necessary steps to credit the amount to my account. I will send you the proof screenshots to your email.

Το καζίνο αναγνώρισε το πρόβλημα και είπε πως έχει ενημερώσει το αρμόδιο τμήμα του ώστε να προχωρήσουν στις απαραίτητες ενέργειες ώστε να πιστωθεί το ποσό στο λογαριασμό μου. Θα σας στείλω τα αποδεικτικά screenshots στο email σας

Is there any progress?

Υπάρχει κάποια εξέλιξη;

Thank you very much, giannisathens7, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Hello giannisathens7,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Roby Casino representative to join this conversation and participate in resolving this complaint.

Dear Roby Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Good evening. I keep getting a response from live support that the request is being processed and that I will have a response "as soon as possible"

Καλησπέρα. Συνεχίζω να παίρνω απάντηση από το live support ότι το αίτημα επεξεργάζεται και πως θα έχω απάντηση "το συντομότερο"

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 giannisathens7,

We would like to kindly apologize for the delay.

We are happy to confirm that your winnings were successfully added to your account.

Kind Regards,

Roby Casino Team

Good evening. Only one of the two amounts has been added. The second has not yet been credited! Please resolve this as soon as possible. Thank you.

Καλησπέρα. Προστέθηκε μόνο το ένα από τα δύο ποσά. Το δεύτερο ακόμη δεν έχει πιστωθεί! Παρακαλώ να διευθετηθεί το συντομότερο. Ευχαριστώ.

Dear Roby Casino,

Could you add the remaining funds to the player's account and let us know once you do that?

I'll be awaiting your reply.

Dear giannisathens7,

Please accept our sincere apologies for the delay.

We are pleased to confirm that your remaining winnings have been successfully credited to your account with effect from 14th March 2025.

Kind Regards,

Roby Casino Team

Hello giannisathens7,

Could you confirm that you have received the remaining funds in your account?

I am looking forward to your response.

Good evening. Yes, I received them.

Καλησπέρα. Ναι τα έλαβα .

Hello giannisathens7,

That's great to hear. Do I understand the situation correctly that your issue was resolved and I can close the complaint as resolved?

I'll be awaiting your reply.

yes right. Thanks

ναι σωστά. Ευχαριστώ

Dear giannisathens7,

We're glad to hear that your issue has been resolved. We'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/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,

Stefan, Casino.Guru