RoboCat Casino - El jugador afirma que el pago se ha retrasado.

As you can see by the screenshots I had a bonus on my account, I wagered it done and when i tried to withdraw I got an error message, then my funds just disappeared. Nothing in payment history and nothing in my balance. I can still log into my account but the live chat button doesn’t work. No updates on my case in a week and all I get from them are «you have to wait» they said the relevant department had to look into it but nothing has happened yet.

the site is robocat.com

Dear Sandski,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Sandski, could you please confirm whether you have received any email communication from the casino regarding your withdrawal request?

Has the casino given you any update or explanation as to why the funds are no longer visible in your balance or payment history?

Radio silence from the casino, no updates and I can’t open live chat on the site. No explanation have been given to me

I was able to use the chat today. he told them to «push it forward» but did not get any more information then that

Dear Sandski, could you please send me all screenshots and communication you've had with the casino, including any emails or live chat transcripts, to my email address: dominika.l@casino.guru?

Also, have you received any update from the casino after they told you via live chat that they would "push it forward"?

I sent you an email now

Dear Sandski, from which of the two bonuses shown in your screenshots did the winnings come?

Based on the screenshots you provided, the one showing the 50 free spins displays a bonus balance, not a real balance. Can you confirm whether you fully completed the wagering requirements before attempting the withdrawal?

Could you describe the error message you received when you attempted the withdrawal? If possible, please send us a screenshot of the message.

Kindly request your full game history in Excel format from the casino and forward it to us once received. This will be essential for verifying the details of your gameplay and bonus usage.

I fully wagered my bonus as seen on the screenshot below, here it says I first have bonus balance and then on my last bet I have real balance. As seen on the screenshots aswell I don’t have any withdrawals going out of my account and my last bet I had 4465NOK real balance on my account.

so you see, the last bet I had on my account was with a real balance of 4465NOK. After this Not withdrawals, and no more bets until this day.

when I pushed the withdrawal button I just got a screen with a yellow question and the text under saying «something went wrong»

Dear Sandski, have you already requested your game history in Excel format from the casino? If so, have you received it yet?

Yes I requested it, have not gotten it yet

Dear Sandski, could you please forward the exact request you sent to the casino when asking for your game history in Excel format? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I forwarded you all emails on the issue dating back to 30. April

Thank you very much, Sandski, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Sandski,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear RoboCat Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Sandski,

We sincerely apologize for the extended delay in resolving this case, and we truly appreciate your patience throughout this process.

We are pleased to inform you that the amount of 4,465 NOK has now been successfully credited to your real balance and is available for withdrawal.

Should you experience any issues when submitting the withdrawal request, please do not hesitate to inform us — we will be happy to assist you with a manual payout if needed.

Once again, we apologize for the inconvenience caused.

Regarding your request for the game/deposit history, this matter is currently being processed, and our relevant department will send you the full report via email within 30 days.

Thank you for your continued understanding.

Best regards,

Robocat team

Thank you so much for the solution, I see the funds in my account and will try to withdraw now, I will be in touch if I run into any more problems, and post an update here when the funds has come to my bank

what is this, do I have to wager the 4560? I tried a few spins to see if that was the problem

Dear RoboCat Casino,

Is the statement that the player needs to wager the whole amount correct?

I talked with support live chat. They told me I had to wager so I just did, ended up sending a withdrawal of 5000NOK, we can consider this matter as handled

Dear Sandski,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru