RoboCat Casino - El cierre de la cuenta del jugador se ha retrasado.

Good morning,

I need your help guys.

I signed up to Robocat on April 12th. I deposited 50 euros and, by pure chance, I had virtually won a large sum, around 6,000 euros.

Money that I then lost during the night between April 13th and 14th, despite myself.

Suffering from a gambling addiction, I requested self-exclusion from the site via email at 8:16 AM on Tuesday, April 14th. I didn't play any money until 5 PM while I waited for my account to be closed.

Within 9 hours they should have immediately closed my account as requested given my gambling addiction.

So I first asked the casino to close the account (Without success)

Between 5pm and 6pm I gambled a whopping 650 euros.

Despite everything, on both April 14th and 15th I received several promotions and top-up offers with bonuses both via email and SMS.

The situation is really serious.

You can't be treated like this.

I'm deeply saddened by not being able to wait and withdraw my supposed winnings, but I'm even more saddened by having lost 650 euros despite having requested immediate account closure that very morning.

I had clearly stated my problem before depositing further money.

What happened is a negative thing for me and I think for anyone with a gambling addiction.

It's not that easy to ask for help and request self-exclusion before gambling with your own money. This alone would be enough to report Robocat.

You should protect me since I sent the email at 8.16 and (unfortunately) I played my own money at 5pm.

9 hours would have been enough to close an account.

In addition to this, they continued calmly with various emails and text messages.

VERY SERIOUS THING

And yet it took them another 48 hours to close the account.

They closed the account only on April 16th, after a full 60 hours. I'm counting on your help.

Buongiorno,

ho bisogno del vostro aiuto ragazzi.

Mi sono registrato a Robocat il 12 Aprile. Ho caricato 50 euro e per puro caso avevo virtualmente vinto una grossa somma, circa 6.000 euro.

Soldi che ho poi perso nella notte tra il 13 e il 14 aprile mio malgrado.

Soffrendo di dipendenza da gioco d'azzardo, ho richiesto l'auto esclusione dal sito via mail alle 8.16 di Martedì 14 Aprile. Non ho giocato alcun soldo fino alle 17 in attesa che chiudessero il conto.

In 9 ore avrebbero dovuto chiudere immediatamente il mio conto come richiesto vista la dipendenza da gioco.

Quindi ho prima chiesto al casino di chiudere l'account (Senza successo)

Tra le 17 e le 18 ho giocato la bellezza di 650 euro.

Nonostante tutto, sia il 14 che il 15 Aprile ho ricevuto svariate promozioni e offerte di ricariche con bonus sia via mail che via SMS.

La situazione è veramente grave.

Non è possibile essere trattati così.

Soffro molto per non essere riuscito ad aspettare e prelevare le mie ipotetiche vincite ma soffro ancora di più per aver perso bene 650 euro nonostante la mattina stessa avessi richiesto l'immediata chiusura del conto.

Avevo chiaramente dichiarato il mio problema prima di depositare ulteriori soldi.

Ciò che è successo è per me è una cosa negativa e credo per chiunque abbia una dipendenza d'azzardo.

Non è così facile chiedere aiuto e chiedere l'auto esclusione prima di giocare soldi propri. Basterebbe già questo per denunciare Robocat.

Dovreste tutelarmi dato che ho mandato la mail alle 8.16 e (purtroppo) ho giocato soldi miei alle 17.

9 ore sarebbero state sufficienti per chiudere un account.

Oltre a ciò hanno continuato tranquillamente con varie mail ed SMS.

COSA GRAVISSIMA

E nonostante tutto hanno impiegato ulteriori 48 ore per chiudere l'account.

Hanno chiuso il conto solo il 16 Aprile dopo ben 60 ore. Confido nel vostro aiuto

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino. Please note that none of the screenshots you submitted are legible. Kindly provide us with legible screenshots or forward the original chat transcripts or emails exchanged to my email at tomas@casino.guru

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that the entire balance on your player's account was played down?
• How fast did the casino respond to your requests, and what was their approach?

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