Roby Casino - Player requests remaining funds after account mismanagement.

Hello,

I was player at Roby casino until i asked for a permanent ban of my account due to gambling addiction, which was executed 08.08.2025.

My account was closed/banned until around May 2026, when i suddenly received emails from Roby again and was also able to log into the Roby account again and make deposits, without even asking for a re-opening of my account.

So i played at the casino and lost a sum of 1570 EUR in May at this casino.

After loosing the 1570 Euro in May, i confronted the casino with the re-opening of my account which is not at all compliant with responsible gambling.

The casino admitted their mistake and offered to pay a sum of 750 EUR, which was transferred to my bank account already.

Even so this sum of 750 was paid i am not satisfied with this outcome, as the casino is at fault at not keeping my account closed permanently.

Thus i demand Roby casino to pay the remaining 840 EUR of my losses.

Please help me with this case,

Thank you

Gandhi1988

Hallo, ich würde euch gerne antworten, aber ich kann eure Antwort nicht sehen.

Es läuft nur der Timer runter, dass ich antworten soll, ich weiß aber nicht, worauf

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Dear gandhi1988,

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

I would like to kindly ask you to clarify a few important details:

• Upon reopening your account, what is the total amount of your deposits?
• Were you able to log into the same account, or did you create a new account afterward?
• Did you receive any confirmation from Roby casino regarding the permanent ban of your account on 2025?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Wie hoch ist der Gesamtbetrag Ihrer Einzahlungen nach der Wiedereröffnung Ihres Kontos?

1570€

750€ hatte man mir schon erstattet, 820€ fehlen aber noch.

Konnten Sie sich mit demselben Konto anmelden oder haben Sie anschließend ein neues Konto erstellt?

Das selbe Konto.

Haben Sie vom Roby Casino eine Bestätigung bezüglich der dauerhaften Sperrung Ihres Kontos im Jahr 2025 erhalten?

Ja habe ich

To determine whether the account closure for gambling addiction was properly enforced in 2025, please forward the complete email threads of all your account closure requests, along with the casino's replies and confirmation of account closure. Please do not send screenshots, but the original, uncropped email messages instead. My email is jean.s@casino.guru.

Erledigt

When you say completed, do you mean you successfully received the remaining €820 refund? I would very much appreciate a confirmation before closing this complaint. Thank you in advance.

Nein, ich meine ich habe dir die Emails gesendet.

Das Casino antwortet auf meine emails nicht und die 820€ stehen noch aus.

Sorry, I did not receive your email regarding your correspondence with Roby Casino. Please send it so I can review if your account was permanently banned in 2025.