RoboCat Casino - El retiro del jugador y el cierre de la cuenta se retrasan.

After multiple emails to Robocat customer service, specifically to my supposed assistant Santiago, who never responds to my claims about escalating my issue to the relevant department, they say... the money never arrives. I've written countless emails to viprobocat. I can't take this lack of responsibility from the supposed assistant anymore. They encourage you not to complete the withdrawal and to cancel it, giving you the runaround by saying they'll escalate the case. And this happens in the 24-hour customer service chat—it's a disgrace. I requested payment and account closure via chat; I have everything in writing. Ms. Niky told me it would be done, a lie. They haven't paid me, nor have they closed my account. What they do to people is make them desperate. A VIP level 4 member waiting for their money, when the maximum is 5 levels, is a real disgrace. I'm very, very disappointed. I've asked them to pay me my €900 and close my account, and nobody has done anything. They pretend they don't know anything, that they won't close the account. They told me to wait. Nooooo! Gentlemen, if someone requests the closure of their account, they pay it and close the account immediately. PERIOD. I request my €900 withdrawal plus the €400 deposit that you blocked on my card, which you do remove instantly, as well as the shameful advertising you send me in my emails about Santa Claus spins granting free spins when depositing, and to release that bonus it's x1. Well, NO ONE has given me any bonus. I also said this in the chat, and they were going to escalate everything, but nobody says anything. I've had several problems with this casino and I will never play here again. I requested the account closure and they laughed at me. If you don't return my money, I will speak to the bank tomorrow. I will report it as a scam and fraud because that's how I feel, and I will go to court to file the corresponding complaint. You are inciting people and not fulfilling your promises. I expect my €1300 back.

Después de múltiples correos electrónicos a atención al cliente de Robocat a mi supuesto asistente Santiago que nunca me atiende de escalar mi tema al departamento pertinente diecen.. el dinero nunca llega les he escrito una multitud de email a viprobocat no aguanto mas esta falta de responsabilidad del supuesto asistente te incitan a que la retirada no la hagas efectiva y que la canceles te dan largas que escalan el caso y esto en el chat de 24 horas de átencion al cliente es una vergüenza he solicitado que se me pague en el chat y se me cierrre la cuenta lo tengo todo por escrito y la señorita niky me dijo que si que se iba hacer mentira ni me han pagado ni me han cerrado la cuenta lo que hacen con la gente es que se desespere una persona esperando al dinero siendo un nivel 4 de vip que lo máximo son 5 niveles es una auténtica vergüenza estoy muy muy decepcionada les he solicitado pagarme mis 900€ y darme de baja la cuenta y nadie ha hecho nada se hacen los que no saben nada que no cerrará la cuenta me decían que me esperara nooooo señores si una persona pide el cierre de su cuenta la pagan y la cierran la cuenta de inmediato PUNTO solicito mis 900€ de retiro de dinero más los 400€ de depósito que me habéis bloqueado de mi tarjeta que eso sí que lo quitáis al momento como también la vergüenza de publicidad que me mandan al correos los giros de santa claus depositando te otorgan giros gratis y para liberar ese bono sería x1 pues Ami NADIE me ha dado ningún bono también lo dije en el chat y también iban a escalar todo pero nadie dice nada he tenido varios problemas con este casino y jamás volveré a jugar aquí he solicitado el cierre de la cuenta y se han reído de mí si no me devuelven el dinero automáticamente hablo con el Banco mañana lo merco como estafa y fraude porque así me siento y voy al juzgado a poner la denuncia correspondiente están incitando a las personas y no cumpliendo con lo que se dice espero que me devuelvan mis 1300€

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How many pending withdrawal requests are currently in your account? Please specify the amounts and the dates you submitted these withdrawal requests, and kindly post a screenshot of your withdrawal history here, if possible.
• Could you please specify the reason for closing your account?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello again, I received several withdrawal requests on December 21st, and being a VIP, when I sent an email to Vip@robocat.com Withdrawals are supposed to be expedited and instant, but that wasn't the case. In the end, I contacted them for the fourth time via live chat, and they still ignored me. They supposedly escalated my case, but nobody did anything—not my account manager, nobody. After more than three hours, I canceled the withdrawal because the chat representatives told me it would take a long time, that I'd have to be in a queue and wait several days, which has never happened before. The truth is, months ago, I requested withdrawals and they were processed within an hour. This time, they weren't. I feel terrible because my account manager showed up the next day saying he wasn't in the office, even though he never answers. But since I filed a complaint… they filed one… They offered me €100 the next day, but with the condition that I had to gamble it several times. I haven't even replied because I feel completely cheated. However, I insist on withdrawing my money, both in live chat and by email. I mentioned several times via chat and email that I want to please withdraw my money and close my account, but they ignore me. They tell me to wait and that when I receive the money, I can write to them and try to close it. It's horrible to do this to someone with a gambling problem, to encourage them to keep playing, to not pay them the money, and on top of that, not close their account by my own decision. I'm attaching here the email that justifies when I made the withdrawal, and also a letter that a friend who is a lawyer wrote for me. I hope they return at least the €400 I deposited, since they haven't returned the €900. All I have are emails encouraging me to gamble, from today, the 24th, and yesterday, the 23rd, but nobody gives anything. They just encourage you to deposit, and nobody gives you the money when you withdraw. I'm asking for your help, thanks to the Casino Guru website.

Hola buenas de nuevo tuve varias solicitudes de retiro el día 21 de diciembre y al ser VIP y al enviar un correo a Vip@robocat.com se supone que se aceleran los retiros y van al momento pero no fue el caso al final me puse en contacto por 4 vez por chat en vivo y tampoco me hicieron caso supuestamente elevaron mi caso Pero nadie hizo nada ni mi gestor ni nada a más 3 horas cancele el retiro ya que me dijeron los del chat como que iban a tardar que tenía que estar en cola y esperar varios días cuando nunca antes había pasado esto la verdad que meses atrás yo he solicitado retiradas y a la hora se hacían efectivas esta vez NO yo me siento muy mal ya que mi gestor al día siguiente apareció diciendo que no estaba en la oficina cuando nunca contesta pero como le puse una reclamación…. Se la hicieron …. Y me ofreció 100 euros al día siguiente pero con condiciones de jugarlos varios veces no ni le contestado porque me siento engañada por completo, no obstante yo insisto en retirar mi dinero tanto en el chat en vivo como por correo electrónico y mencione en varias ocasiones por chat y por correo que quiero porfavor retirar mi dinero y cerrar mi cuenta y no hacen caso me dicen que me espere y que cuando reciba el dinero ya les escriba y intente cerrarla horrible hacer esto a una persona con problemas de ludopatia que vea que esa página no está bien la animen a seguir jugando no la paguen el dinero y encima no la cierren la cuenta por decisión mía Propia les adjunto aquí el correo que justifica cuando hice el retiro y también un escrito que me ha redactado un amiga que es abogada espero que me devuelvan al menos el dinero que deposite que fueron 400€ ya que los 900€ no me lo han devuelto no tengo más que correos incitando al juego de hoy día 24 y de ayer día 23 pero nadie da nada solo te animan a depositar y nadie te da el dinero cuando retiras les pido ayuda gracias página casino Guru.

Hello sagredo,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the details regarding your case.

Could you please confirm that you cancelled the withdrawal requests less than 24 hours after you submitted them?

Have you informed the casino of your gambling addiction and requested that your account be closed? If so, kindly specify when exactly.

Is your account still open, or has it been closed in the meantime?

Look, I cancelled the withdrawal because they told me to cancel it if I wasn't sure about withdrawing it, and I insisted that I was sure and that I wanted my money back and my account closed immediately, which they didn't do. They ignored me. All of this happened on December 21, 2025, when I deposited the money and when I requested the withdrawal. Withdrawals on this site were supposedly fast, even though I sent multiple emails to viprobocat, none of which were answered. They didn't fulfill my request to close the account, nor did they send me the money. I told them about my gambling addiction, and they didn't care at all. A few days later, I received an email from my supposed advisor telling me that they had closed my account on December 25, 2025. Of course, this was after I sent a letter, which I've attached above this thread, explaining my gambling addiction, my concerns, and asking for my money back. It's a disgraceful casino, completely unethical and immoral. They're only interested in you playing, depositing money, and only when you want it. They keep giving me the runaround when I try to withdraw or close my account, and on top of that, they encourage me to cancel the withdrawal. Tell me what I can do about this; it's all very frustrating. Thank you.

Si mire yo cancelé el retiro porque me dijeron que lo cancelara si no estaba segura de retirarlo y yo insistí en que si estaba segura y que quería mi dinero y el cierre de mi cuenta de inmediato lo cual no se llevó a cabo no me hicieron caso todo esto ocurrió el 21 de diciembre de 2025 cuando deposite el dinero y cuando solicité el retiro cuando en esta página los retiros supuestamente eran rápidos enviando un correo a viprobocat y mandé múltiples correos de lo cuales no se me contestó ni cumplieron con mi deseo de darla de baja la cuenta ni me mandaron el dinero les conté el tema de mi ludopatia y les dio exactamente igual ….. a los próximos días recibo un correo de mi supuesto asesor diciéndome que habían cerrado mi cuenta a fecha de 25 de diciembre de 2025 claro después de enviar un escrito que se lo he adjuntado arriba de este hilo de conversación alegando mi ludopatia mis inquietudes y pidiendo que me dieran mi dinero una auténtica vergüenza de casino sin ética ni moral solo les interesa que juegues que deposites dinero y cuando lo quieres retirar y cerrar la cuenta te dan largas y encima te animan a cancelar la retirada dígame qué puedo hacer con este tema es muy doloroso todo esto gracias

Please forward me the full uncropped self-exclusion request you sent to the casino, along with the casino's responses, at veronika.f@casino.guru. Thank you for your cooperation.

Dear sagredo,

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.

Hello Veronika, good evening again. I've sent you the emails from this company to your email address. I've forwarded them exactly as you asked me to, without cutting them. The only way to forward them is to send you what these people send me. I should mention that they responded in English, even though my language is Spanish. The other emails were in Spanish, but the last one, which was the response to my complaint, was sent in English. I should also mention that they closed my account after six days, which shows they are not committed to responsible gaming. I tried to express my anger and explained the situation when I asked them to please give me my winnings and close my account, and of course, they didn't. They kept me on the site longer, and I haven't even been able to recover the money I deposited. So please tell me what I can do to get my money back. Do I have to sue, or what else can I do? Thank you very much.

Hola veronika buenas noches de nuevo te enviado a tu correo electronico los correos electronicos de esta empresa te los he reenviado tal y como me comentas que te lo envie sin recortar la unica manera es reenviarte lo que estas personas me ponen y comentarte que me han respondido en ingles sabiendo que mi idioma es Español los demas de correos en Español pero el ultimo que es la respuesta a la reclamación y queja que les puse la enviaron en ingles comentarte tambien que el cierre de la cuenta lo realizaron despues de 6 dias lo cual no estan comprometidos con el juego responsable ni mucho menos yo intente hacerles llegar mi enfado les comente si situacion cuando les pedi que porfavor me dieran mis ganncias y procedan al cierre de mi cuenta y por supuesto no lo hicieron me tuvieron mas tiempo en la pagina y ni tan siquiera he podido recuperar el dinero que deposite asi que porfavor digame que puedo hacer para que me devuelvan mi dinero depositado si tengo que demandar o que puedo hacer muchas gracias

Thank you for your emails.

I have reviewed your communication with the casino’s customer support, and according to the available records, you mentioned a self-exclusion request for the first time on 11 December. The casino replied and asked you to confirm your decision to self-exclude. However, in your subsequent response, you asked for a bonus instead.

Could you please let me know whether the casino sent you any further messages regarding the closure of your account or self-exclusion due to gambling problems after this exchange?

Additionally, have you received any other emails from VIP support since 12 December? If so, I kindly ask you to forward them to me, as they may be relevant to our investigation.

Thank you for your cooperation.

Dear sagredo,

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,
Veronika
Casino.Guru