At Robycasino, customer support is on live chat day and night, and also replies by email for anything that needs a written exchange or document uploads. Here are our channels, the languages offered and what to prepare before you write to us.
Our contact channels
Our agents are multilingual. Each channel has its purpose: live chat for an instant answer, email for documented follow-up.
| Channel | Hours | What it's for |
|---|---|---|
| Live chat | Around the clock | Questions about a bonus, a deposit or a game, weekly cashback requests |
| Email: support@robycasino.com | 24/7 | Sending documents, self-exclusion, refund requests, written follow-up |
| Email: dpo@robycasino.com | In writing | Anything related to your personal data (Data Protection Officer) |
VIP members also get a personal VIP manager.
Customer support languages
The Robycasino casino interface is available in French. Our support team lists the following languages: English, Finnish, German, Norwegian, Polish, Portuguese, Italian, Spanish and Czech.
The help centre
Our help centre groups answers by topic:
- General
- Account & Verification
- Deposits
- Bonuses & Promotions
- Casino
- Sportsbook (sports betting)
- Technical
"Create a shortcut" guides explain how to add the site to your Android and iOS home screen; they are also covered on the app page.
Account and verification questions
You may be asked for an identity check at any stage, including deposits and withdrawals. Here's how it works:
- You receive our verification request.
- You gather a duly certified ID, proof of address, proof of ownership of the payment method, your bank or card statements and proof of source of funds.
- You upload them through the "Verification" feature in your profile.
- You have 30 days after the request to submit them.
- We process your file, generally within 10 days of receiving all documents.
- For certain transactions, a phone call or facial verification may be added to the check.
Until verification is complete, a withdrawal may be held. The full list of documents is on the registration page.
Complaints and data requests
Some requests follow a dedicated procedure:
- Personal data: write to dpo@robycasino.com.
- Deposit refund: request within 24 hours of the transaction, reply within 10 business days, decision at our discretion; no refund once the deposit has been used for a bet.
- Promotions: in case of dispute, management's decision is final.
- Self-exclusion: request at support@robycasino.com; the account is closed as soon as possible, and temporary exclusion is also available.
Before you write to us
A precise message helps us handle your request. Include:
- your account email address or username;
- the date and time of the transaction in question;
- the payment method and amount for a deposit or withdrawal;
- the name of the game, bonus or sporting event;
- a screenshot of the message displayed.
Support FAQ
The most frequently asked questions, sorted by topic.
Account
Can I open more than one account? No. Multiple accounts are prohibited (person, household, phone, email, IP): any extra account is deleted, winnings included.
What happens if I stop logging in? After 180 days of inactivity, an administration fee of €5 per month applies until the balance runs out.
Bonuses
Where do I activate a bonus? In the "My Bonus" section of your profile.
Can I combine two bonuses? No. Activating a new bonus or claiming free spins while a bonus is active cancels the current bonus and its winnings.
Payments
Which method are my withdrawals paid to? To the method used for the deposit, where possible.
How long does a request take to process? Within 3 business days; full details are on the withdrawals page.
Games
Can I play for free? Yes, there's a "Demo" button on casino games: slots, roulette, blackjack, jackpots and game shows.
Is there an app? No; however, your browser lets you place a shortcut on your home screen, on both Android and iOS.
Responsible gambling
How do I take a break? Write to support@robycasino.com for permanent or temporary self-exclusion.
Who can I turn to if I'm having difficulties? Gamblers Anonymous (www.gamblersanonymous.org) and Gambling Therapy (www.gamblingtherapy.org) offer help; to protect minors, we recommend Net Nanny parental controls.
Adults only. Gambling involves financial risk: set yourself limits and take regular breaks.