RoboCat Casino - El retiro del jugador se ha retrasado.

Hello dear casino guru team.

I've had a €500 withdrawal pending since August 5th. The casino has always told me to wait a bit longer. Strangely enough, I already had a €500 withdrawal before that, which was paid out quickly. In total, I still have €2,000 in outstanding withdrawals (I only requested the last two in the last few days).

Hallo liebes casino guru team.

ich habe seit dem 5.8 eine Auszahlung über 500€ ausstehend. Ich bin bis jetzt immer vom casino vertröstet worden und soll noch etwas warten. Komischerweise hatte ich aber davor bereits eine Auszahlung über 500€ die schnell ausbezahlt wurde. Ingesamt habe ich noch 2000€ an Auszahlungen offen. ( die letzten 2 habe ich aber erst in den letzten Tagen beantragt)

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

How long did it take for your first successful withdrawal request to be processed and paid out?

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

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with the casino customer support regarding the delay in processing your payment?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika.

Thank you for the quick processing.

The first payout was in my account in 4 days.

Verification has not taken place and is not possible.

I won with my real money. So, I never used bonus money.

I last had contact with support on August 22nd.

Greetings Roland

Hallo Veronika.

Danke für die schnelle Bearbeitung.

Die erste Auszahlung war in 4 Tagen auf meinem Konto.

Es hat keine Verifizierung stattgefunden und ist auch nicht möglich.

Ich habe den Gewinn mit meinem Echtgeld erziehlt. Also ich habe nie Bonusgeld verwendet.

Am 22.8 hatte ich den letzten Kontakt mit dem Support.

Lg Roland

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru, or post screenshots here. I appreciate your patience and cooperation.

I received a €500 payout today. They must be taking a really long time. Or have you contacted them?

Ich habe heute eine 500€ Auszahlung bekommen. Sie dürften sich wirklich sehr lange Zeit lassen. Oder hast du Kontakt zu ihnen aufgenommen?

Thank you for letting me know. Could you please specify how many pending withdrawal requests are currently in your account? It would also be very helpful if you could provide the exact dates when you requested the withdrawals, along with the amounts.

I have 3 outstanding amounts of €500 each (only 3 are possible at a time) and I've been waiting for them since August 30th.

Since I continued playing with the money that was in my account, I am now waiting for €6,000.

Ich habe 3 ausstehende mit je 500€ ( es sind nur 3 gleichzeitig möglich) darauf warte ich jetzt seit dem 30.8.

Da ich mit dem Geld das auf dem Konto war noch etwas weitergespielt habe warte ich jz auf 6000€.

Please send me a screenshot of your transaction history showing the pending withdrawal requests. Thank you for your cooperation.

I received another payout today. The casino is taking a very long time, but it's paying out. If nothing happens in the next few weeks, I'll get back to you.

Ich habe heute wieder eine Auszahlung erhalten. Das Casino benötigt sehr lange zeit, zahlt aber aus. Falls in den nächsten Wochen nichts mehr passiert melde ich mich wieder.

Thank you very much, Roland90, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite RoboCat Casino representative to join this conversation.

Dear RoboCat Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Roland90,

We sincerely apologize for the longer than usual processing time and for any inconvenience caused by the withdrawals delay.

We kindly inform you that we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.

Thank you for your patience and understanding.

Kind Regards,

RoboCat Casino Team

Dear RoboCat Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Roland90,

Please be advised that your withdrawal of total 1500 EUR has been successfully completed.

Kind regards,

RoboCat Casino Team

Dear RoboCat Team.

Yes, I received the payouts today. I hope future payouts will be a bit faster from now on.

Greetings Roland

Liebes RoboCat Team.

Ja ich habe die Auszahlungen heute erhalten. Ich hoffe die zukünftigen Auszahlungen funktionieren ab jetzt etwas schneller.

Lg Roland

Thank you for the update.

Please notify me, when there are any updates in your withdrawal process.

I will provide an update with each payout.

Ich werde bei jeder Auszahlung ein update machen.

Dear Roland90,

We are pleased to inform that your withdrawal request in the amount of 1500 EUR has been successfully processed.

Kind regards,

RoboCat Casino Team

Dear player,

Could you please specify, how much you received by now, and how much is still left to withdraw?

Thank you.

I received €4,500 in payouts and that's all for now.

Thank you for your support.

Ich habe 4500€ ausbezahlt bekommen und das ist jetzt auch alles.

Vielen Dank für die Unterstützung.

Dear Roland90,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru