The player from Finland's account is closed following an administrative decision after he deposited €50 and won €400. He requests an explanation for the closure and believes he did not violate any terms.
Roby Casino - Player’s account has been closed without explanation.
Acildi
Current status
Waiting for casino to reply
6d 14h 8m 12s
Roby Casino
Guvenlik Endeksi 5.7 Ortanin AltiCase summary
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2 weeks ago
Translation
I registered at the casino in question on 26.06.2026. After that, I deposited €50. I did not take any bonuses or free spins. I started playing slots and won small (30-50) amounts from different games. When I had finished playing a slot game bonus, the site kicked me out. When I tried to log in to the site, I received a text saying that my account had been closed and was being reviewed. I contacted the casino by email and received a response that my account had been closed by an administrative decision. When I asked what the decision was, the answer was: it is a final decision by the administration and it is not negotiable. And that the decision is based on our terms of use. I have asked which part of the terms of use I have violated because I do not think I have violated any terms. I have not received an answer to this yet. I lost a small (€50) amount, but I had won a reasonable amount. So my account had about €400.
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2 weeks ago
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2 weeks ago
Hello,
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.
- What games from which game providers did you play to accumulate your winnings?
- Could you please share with me your communication with the casino regarding the issue or any other supporing evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 weeks ago
TranslationHi, thanks for your reply. I mostly played Playngo and Netent. So I played slots; including Rise of Olympos 100, Rise of Olympos, Gonzos Quest, Wild Wild Riches, Esqueleto Explosivo 2 where I got a bonus and when it was over with a €50 win, the site crashed and I couldn't log in anymore.
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1 week ago
Thanks for your reply and the information provided via email.
- Have you taken screenshots of any wins before your account was closed where your balance was visible?
- Has the casino provided you with a justification for confiscation of your winnings?
- Has the casino refunded your deposit?
- Was your account verified, or has the casino asked you to provide any documents to complete the process?
Please let me know.
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1 week ago
TranslationHi, thanks for your reply. Unfortunately I didn't take screenshots of the winnings. I didn't think it was necessary and my account was deleted so suddenly, without warning, that it was no longer possible.
The casino has not provided any justification for my exclusion from the account, only these emails stating that the closure was made by administrative decision and another email stating that the decision was based on the terms of use. I posted a response to this question asking which part of the terms of use I have violated (because I don't think I have violated anything) but there has been no response to this.
The casino has not returned my deposit. And there has been no contact from them for about 2 weeks.
The casino never asked for account verification or anything else, just suddenly closed my account.
I hope these answers are helpful to you.
Kind regards,
Arto
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yesterday
Dear Arto62,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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yesterday
TranslationThank you for your reply and effort,
Kind regards
Arto
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yesterday
Dear player,
My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Roby Casino representative to join this conversation.
Dear Roby Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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15 SAAT ÖNCE
Dear Arto62,
Thank you for reaching out to us.
We are sorry to hear about your frustration.
Please be informed that your case is currently under review and you will be contacted as soon as possible with further information.
We thank you for your understanding.
Kind regards,
RobyCasino Team
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9 SAAT ÖNCE
Dear Roby Casino Team,
Thank you for your response.
I appreciate the update. I will await the outcome of your review and your clarification regarding this case.
