At Robycasino, our customer service answers by live chat 24/7, and by e-mail for anything that needs a written exchange or sending documents. Here are our channels, the languages offered and what to prepare before writing to us.
Our contact channels
Our agents are multilingual. Each channel has its purpose: chat for an instant answer, e-mail for documented follow-up.
| Channel | Availability | Typical use |
|---|---|---|
| Live chat | Day and night, every day | Questions about a bonus, a deposit or a game, weekly cashback requests |
| E-mail: support@robycasino.com | 24/7 | Sending documents, self-exclusion, refund requests, written follow-up |
| E-mail: dpo@robycasino.com | In writing | Questions about your personal data, addressed to our data protection officer |
VIP members also have a personal VIP manager.
Customer service 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:
- Bonuses & Promotions
- Casino
- Deposits
- General
- Account & Verification
- Bookmaker
- 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
We may request identity verification at any time, before or after a deposit or withdrawal. Here is how it works:
- You receive our verification request.
- You gather a duly certified ID document, proof of address, proof of ownership of the payment method, your bank or card statements and proof of source of funds.
- You upload them via the "Verification" feature in your profile.
- You have 30 days from the request to submit them.
- We process your file, usually 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 withheld. The detailed 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 working days, decision at our discretion; no refund once the deposit has been used for a bet.
- Promotions: in the event of a 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 writing to us
A precise message helps us handle your request. Include:
- your account e-mail address or username;
- the date and time of the transaction concerned;
- 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 frequent questions, sorted by topic.
Account
Can I open several accounts? No. Only one account is allowed per person, household, phone number, e-mail and IP address; duplicate accounts are closed and their winnings voided.
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 removes the current bonus and its winnings.
Payments
Which method are my withdrawals paid to? To the method used for the deposit, wherever possible.
How long does a request take to process? Within 3 working days; full details are on the withdrawals page.
Games
Can I play for free? Yes, there is a "Demo" button on casino games: slots, roulette, blackjack, jackpots and game shows.
Is there an app? No, but you can add a shortcut to your Android or iOS home screen from your browser.
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 struggling? Gamblers Anonymous (www.gamblersanonymous.org) and Gambling Therapy (www.gamblingtherapy.org) offer help; to protect minors, we recommend the Net Nanny parental control.
Adults only. Gambling involves financial risk: set yourself limits and take regular breaks.