RoboCat Casino - El retiro del jugador se retrasa.

Hello, I've been trying to make withdrawals since February 18th. I've won around 32,000 EUR (without a bonus or free spins). The casino hasn't done anything to date and support isn't helping me either.

Hallo, ich versuche seit 18.02 Auszahlungen vorzunehmen. Ich habe ca. 32000 EUR gewonnen. ( ohne Bonus oder Freispielen). Das Casino hat bis heute nichts unternommen und der Support hilft mir auch nicht weiter.

Dear muellerdenis1984,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Could you please share a screenshot of your withdrawal request with the status visible?

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.

Best regards,

Tomas

Hello, thank you for your help. So far I have only made deposits (around 1000 EUR), I have not received any withdrawals. The casino has not yet carried out a KYC check, I cannot do it manually, the site says "no verification is necessary at the moment".

I am unable to upload the screenshots. Can I please send you the images via email?

Hallo, danke für Ihre Hilfe. Ich habe bisher nur Einzahlungen vorgenommen (ca 1000 EUR), Auszahlungen habe ich bisher nicht erhalten. Es erfolgte noch keine kyc Prüfung durch das Casino, manuell kann ich das nicht machen, auf der Seite steht „es ist zur Zeit keine Verifizierung notwendig".

Das Hochladen der Screenshots geht nicht, kann ich Ihnen die Bilder bitte per email schicken?

I sent everything by email

Ich habe alles per Mail geschickt

Thanks for your reply.

I apologize for not replying sooner.

Kindly forward the relevant information to my email at tomas@casino.guru

I sent the email

Ich habe die email geschickt

Robocat does not have a license!

Robocat besitzt keine Lizenz!

Dear muellerdenis1984,

Based on the information available to us the casino is licensed under Anjouan Gaming.

We provide information regarding every casino's license status to the best of our knowledge in our casino reviews here:

I will now transfer your complaint to my colleague Kubo (jakub.m@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.

The casino processed the withdrawal request on March 17th. This complaint has therefore been resolved. The withdrawal period was 6 weeks.

Das Casino hat die Auszahlungsanfrage am 17.03 bearbeitet am MfG ausgeführt. Diese Beschwerde hat sich somit erledigt. Auszahlungsdauer war 6 Wochen

Yesterday, the casino blocked my account and canceled all pending withdrawals. An email address unknown to me was added to my account yesterday. I was able to change my password. I reported this to the casino immediately. We'll see how this plays out.

Gestern hat das Casino mein Konto gesperrt und alles ausstehenden Auszahlungen storniert. In meinem Account wurde gestern eine mir fremde Mail Adresse hinterlegt. Mein Passwort konnte ich noch ändern. ich hatte das dem Casino sofort gemeldet. Mal sehen wie das weitergeht.

Dear muellerdenis1984,

I'm Kubo, and I will be taking care of your complaint from now on.

Do I understand correctly, that you have successfully withdrawn the full amount of €32,000, which has been followed by the blocking of your account?

Thank you.

Hello. No, I received two payouts of 500 each. After that, a different email address was registered, and my account was blocked. I immediately notified support so I didn't change my email address.

Guten Tag. Nein ich habe 2 Auszahlungen a 500 erhalten. Danach wurde eine fremde email Adresse hinterlegt und mein Konto gesperrt. Ich hab den Support sofort mitgeteilt damit ich meine email nicht geändert habe.

The casino is now verifying my account. I've sent them all the necessary information.

Das Casino überprüft jetzt mein Konto. Ich habe alle notwendigen Daten hingeschickt.

Good day.

I submitted this case to the licensor. A lawyer was immediately assigned to assist me.

Guten Tag.

Ich habe diesen Fall am Lizenzgeber abgegeben. Es wurde mir sofort ein Anwalt zur Seite gestellt.

Dear muellerdenis1984,

Could you please forward me the email from the Anjouan Gaming Licensing Authority confirming the receipt of your complaint? Kindly send it to my email address at jakub.m@casino.guru.

Thank you.

Dear muellerdenis1984,

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.

Dear muellerdenis1984,

We would kindly request to upload the transaction history of the full month of February in order to complete your account verification.

Thank you in advance.

Kind Regards,

RoboCat Casino Team

Hello, the account is still being verified, and I can't log in to Robocat. There hasn't been a response to my emails to support yet. Where should I upload the data? I'll provide them with all the documents.

I noticed that a different email address had been entered into my profile and immediately contacted support.

Guten Tag, das Konto wird Immernoch überprüft ich kann mich nicht bei Robocat einloggen. Auf meine Mails an den Support wurde bisher nicht reagiert. Wo soll ich die Daten hochladen? Ich stelle ihnen alle Unterlagen zur Verfügung.

Ich hatte festgestellt das eine andere email in meinen Profil eingetragen wurde, ich hatte sofort den Support kontaktiert.

I sent it to your email.

Ich habe es an ihre email geschickt.

I have sent

Ich habe an support@robocat.com gesendet

Nothing happens.

I received an email from Robocat—they can't find my account. I sent screenshots—no response.

Nichts passiert.

Ich habe eine email bekommen von Robocat- sie können mein Konto nicht finden. Ich habe Screenshots gesendet- keine Antwort.

Dear muellerdenis1984,

Thank you for your update.

Dear RoboCat Casino,

Could you please provide the current status of the player's case? Have you received the requested documents? Additionally, could you clarify the situation regarding the change of the email address in the player's profile?

Thank you for your cooperation.

I sent the complete list for February to Robocat in pdf format on April 4th and again on April 16th.

Ich hatte die komplette Auflistung für Februar am 4 April und nochmal am 16 April an Robocat im pdf Format gesendet.

Dear muellerdenis1984,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Kind Regards,

RoboCat Casino Team

Dear muellerdenis1984,

Thank you for your patience.

Kindly be advised that from the provided documents from your side there is no holder name visible.

For this reason, please provide us with the same information but the documents to be .PDF format.

Thank you for understanding and have a great day.

Kind Regards,

RoboCat Casino Team

Email just sent. PDF file

Email wurde grade gesendet. PDF Datei

Dear muellerdenis1984,

We would kindly request to upload the transaction history of the full month of January .PDF file in order to complete your account verification.

Thank you in advance.

Kind Regards,

RoboCat Casino Team

I sent the list to you as a PDF.

Ich habe die Auflistung per pdf an sie versendet.

Dear muellerdenis1984,

Thank you for provided information.

In order to complete the verification and reopen your account, kindly advise you to reset your password with a new one due to security reasons.

You can do that when you go into our site, select LOGIN and on the bottom there is a section (Forgot your password).

Then fill the information needed, and you will receive a new password into the email you registered into our site .

Please inform us in this forum once this procedure is done, and you have a new password.

Thank you in advance.

Kind Regards,

RoboCat Casino Team

Hello.

When I click "Forgot password" and enter my email address, I get a message saying that this process isn't possible because my account is currently being verified.

Hallo.

Wenn ich auf Passwort vergessen klicke und meine email eingebe wird angezeigt. Das dieser Vorgang nicht geht da mein Konto zur Zeit überprüft wird.

Dear muellerdenis1984,

Thank you for provided information.

We are sorry for this issue. The relevant department checked the issue and this procedure to set up new password will be sorted.

Kindly asking you to reset your password with a new one due to security reasons now.

You can do that when you go into our site, select LOGIN and on the bottom there is a section (Forgot your password).

Then fill the information needed, and you will receive a new password into the email you registered into our site .

Please inform us in this forum once this procedure is done, and you have a new password.

Thank you in advance.

Kind Regards,

RoboCat Casino Team

I changed the password.

Ich habe das Passwort geändert.

I can log in again.

The details are correct, but the withdrawal is blocked. So I can't withdraw any money yet.

ich kann mich wieder einloggen.

Die Daten sind korrekt nur die abhebung ist gesperrt. Ich kann also noch kein Geld abheben.

My VIP status is back to 1. I was at level 3.

Deposits and withdrawals are blocked

Mein VIP Status ist wieder auf 1 gesetzt. Ich war auf Level 3.

Ein und Auszahlungen sind gesperrt

Dear muellerdenis1984,

Thank you for provided information.

We escalated the situation to the relevant department and they are working on your account in order to enable the all actions into your account.

Kindly asking you for little patience.

Thank you.

Kind Regards,

RoboCat Casino Team

Dear muellerdenis1984,

Kindly be advised that your account is open, verified and you can request a withdrawal requests.

Thank you for understanding and have a great day.

Kind Regards,

RoboCat Casino Team

Dear RoboCat Casino,

Thank you for this valuable update.

Dear muellerdenis1984,

Could you please confirm this and let me know once you have successfully withdrawn the amount in question?

Thank you.

Dear muellerdenis1984,

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,
Kubo
Casino.Guru