The player from Spain faced issues with the casino reopening his account despite his request for self-exclusion, which he had reiterated but was ignored. The player did not respond to the Complaints Team's requests for additional information and communication with the casino. Due to the lack of response, the complaint was closed without resolution. The player retained the option to reopen the complaint if he chose to resume communication.
Roby Casino - Player’s self-exclusion request has been ignored.
Kapandi
Our verdict
Player stopped responding
Amount: ??
Roby Casino
Guvenlik Endeksi 5.7 Ortanin AltiCase summary
Tartisma
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1 AY ÖNCE
Translation
They reopened my account even though I requested self-exclusion, and I requested it again, but they ignored me.
Otomatik ceviri:
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1 AY ÖNCE
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1 AY ÖNCE
Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Roby Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm whether you currently still have access to your account?
- When was the last time you made a deposit in this casino?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
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,
Attila
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3 weeks ago
Dear Anton7476,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
