RoboCat Casino - El jugador aún no ha recibido las ganancias.

I have been waiting for a withdrawal on this Casino for 11 days and nothing has come. They keep telling me that it will be done today, but it never is. i have emailed and went to chat daily to follow up.

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Dear Morbeus1,

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 Morbeus1,

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.

Hello, No it has not, I just keep getting these repeated emails. I need to complete the withdrawal as soon as possible

Hello, Can someone get in contact here please? Been waiting

Dear Morbeus1, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Have you made any successful withdrawals before?

No this is the first one

Could you please confirm that you have passed the KYC verification?

No they have not asked me yet

Did you accumulate your winnings with or without an active bonus?

with a bonus after wager

Did you play casino games or bet on sports?

Slots only

Emailed you the thread of endless activity

Dear Morbeus1,

Thank you for your response.

Could you please send me or attach screenshots from your casino account showing the currently pending withdrawal requests?

Please make sure the screenshots clearly show the withdrawal amounts, dates, and current statuses of the transactions.

Thank you

Karla

They paid one, just yesterday. Can only ask 1 500 at a time.

Dear Morbeus1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor, (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello, Why is this taking so long? I have not been paid

Hello, Why is no one handling the case. I am waiting for this to be completed asap

Dear Morbeus1,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the RoboCat Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a RoboCat Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

Dear Player,

We are writing to provide an update on the status of your recent withdrawal requests.

Those submitted on 27 May were successfully processed and completed on 8 June. 

Please note that, depending on your bank's processing times, it may take between three and five business days from the processing date for the funds to appear in your account. This timeframe is counted from 8 June, the processing date.

A pending withdrawal request submitted on 24 May has been forwarded to the relevant team. We will notify you once this has been processed.

Thank you for your patience throughout the process.

Kind regards,

Robocat Casino Team

Dear RoboCat Casino,

Thank you for letting us know that the first withdrawals have been processed.

Please let us know once the remaining balance has also been successfully processed.

Dear Player,

We are writing to provide an update on the status of your withdrawal requests.

All pending payments have now been finalised, including the one from 24 May, which was processed on 12 June. 

Please note that depending on your bank's processing times, it may take between three and five business days from the processing date for the funds to appear in your account. This timeframe is counted from 12 June, the processing date. 

As there is no remaining balance to process, we consider the matter resolved.

Thank you very much for your patience and cooperation throughout this process.

Kind regards,

Robocat Casino Team

Dear Morbeus1.

According to the casino, your entire remaining balance has been successfully withdrawn.

Could you please confirm whether this information is correct?

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Morbeus1,

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,
Igor
Casino.Guru