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

Hello,

I've been playing at Robocat for a while now and I've already withdrawn €500, and it took about 6 days.

I finally won again after a long time – €638 to be exact. I made a withdrawal of €500 and the remaining €131 the next day.

It's now been 11 days and my withdrawal is still being processed. I've contacted live chat several times, but I keep getting the same answer: there are currently too many transactions and that's why it's taking longer, but they can't tell me how long. I'm also not receiving any replies to my emails to support.

I don't know what to do anymore, as almost two weeks have passed.

Hallo,

ich spiele schon länger bei Robocat und habe auch schon mal ausgezahlt 500€ und es hat ca 6 Tage gedauert.

Jetzt habe ich nach längerer Zeit mal wieder gewonnen um genau zu sein 638€. Ich habe eine Auszahlung von 500€ getätigt und am nächsten Tag den Rest 131€.

Nun sind schon 11 Tage vergangen und meine Auszahlung ist immernoch in Bearbeitung. Ich habe schon mehrmals mit dem Live Chat geschrieben aber kriege immer die gleiche Antwort dass es derzeit zu viele Transaktionen gibt und es deshalb noch dauert, wie lang kann man mir aber nicht sagen. Auf meine Mails an den Support erhalte ich auch keine Antwort.

Ich weiß nichtmehr was ich machen soll da nun fast 2 Wochen vergangen sind.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jobin_ett,

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

Dear Jobin_ett,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Jobin_ett,

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.

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