RoboCat Casino - La cuenta del jugador fue reactivada incorrectamente.

I requested self-exclusion from RoboCat Casino in September 2025.

RoboCat confirmed by email that my account was closed upon my request.

This was a responsible gambling self-exclusion.

In January 2026 my account was reopened without my knowledge and without my consent.

I was able to log in, deposit and gamble even though my self-exclusion was still active.

Because of this unlawful reopening I lost a total of €2,150.

This is a serious violation of responsible gambling and player protection rules.

A self-excluded account must never be reopened unless the player explicitly requests it.

I am requesting:

- A full refund of €2,150

- Confirmation of the date my account was reactivated

- Permanent re-exclusion of my account

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Ali99,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Thank you for your emails. Could you please forward me your original self-exclusion request from September 2025? So far, I have only received the response from the casino, but not your account closure request. Thank you for your cooperation.

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

Dear Ali99,

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,

Veronika