RoboCat Casino - El jugador cree que el reintegro se ha retrasado.

Good afternoon… I'll explain… after playing for a while in 2025 until approximately July, I requested the casino to close my account (they kept giving me the runaround, several email confirmations, etc.). Finally, in November 2025, they told me the account was successfully closed (I deleted the emails and everything related). Then, in mid-March 2026, they sent me bonuses again in my name to my email account (I fell for it again and played). I deposited approximately €2100 in a week and lost it all without making any winnings. I requested information about why the account was reopened, but they didn't reply (by email). On March 30, 2026, I decided to deposit another €38 and won a €5000 prize (Cat Wild slot). I requested two withdrawals (€800 each), and they appeared as being processed. But to my surprise, today, March 31, they replied to the email I had requested information from, saying yes. I confirm the account closure; the balance will be canceled and they will proceed with the closure (even though they already failed to close the account previously, letting me deposit and play, and now they tell me to cancel and close the account). I have pending withdrawals to process; let's see what happens... I've attached the message I sent, their reply, and the withdrawal request.

Buenas tardes…explicó…después de jugar una temporada en 2025 hasta julio aproximadamente,solicitó al casino el cierre de cuenta(me dan largas,varias confirmaciones por email etc)al final me dicen en noviembre 2025 que la cuenta está cerrada con exito(elimino los mails y todo lo relacionado) y resulta que a medianos de marzo 2026 me envían otra vez bonos a mi nombre en mi cuenta de correo(vuelvo a caer y jugar)depósito en una semana aprox 2100e y los pierdo sin ganancias…solicito información del porqué la reapertura,pero no me contestan(por correo electrónico) el día 30/03/26 decido depositar otros 38e y gano un premio de 5000e(tragaperras cat wild) solicito 2 retiros(800e cada uno) y aparecen como procesándose,pero mi sorpresa es que hoy día 31/03 me contestan al correo que les solicité información diciéndome que si confirmo el cierre de cuenta el saldo quedará anulado y procederán con el cierre( cuando ellos ya incumplieron al no cerrar la cuenta anteriormente,me dejaron depositar y jugar,y ahora me dicen de cancelar y cerrar la cuenta) tengo los retiros pendientes de procesar,aver que pasa…adjunto mensaje que envié yo,y el que me contestaron ellos,y la solicitud de los retiros..

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Dear Cosmin2026,

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

I'll wait regarding the withdrawals... but I'd like to know why they reopened the account (without my consent) when they had already confirmed that it would be properly closed in November 2025... and obviously they let me deposit and play (and lose), but when it comes to winning and requesting withdrawals they impose limits (800 euros) daily and monthly (depending on player level).

Esperaré por el tema de los retiros…pero me gustaría saber porque reabrieron la cuenta(sin mi consentimiento) cuando ya me habían confirmado que estaría cerrada correctamente en noviembre del 2025..y obviamente me dejaron depositar y jugar(perder) y a la hora de ganar y solicitar retiros me ponen limites(800e) diarios y mensuales(según nivel de jugador)

Dear Cosmin2026,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cosmin2026,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla