RoboCat Casino - La cuenta del jugador ha sido cerrada.

I had made my first deposit, I logged in, played on 4/2/25, I won 2,300, I made a withdrawal request for the 2,000, they asked for their documents, I sent them, their address confirmed it after a month, and suddenly today they sent me an email that the withdrawal was canceled and from the casino's address that my account has been permanently closed without me receiving the winnings of course.

Είχα κάνει πρώτη κατάθεση μπήκα έπαιξα 4/2/25 κέρδισα 2.300 έκανα αίτημα ανάληψης τα 2000 μου ζήτησαν εγγραφα τους τα έστειλα τα επιβεβαιώνει η διεύθυνση τους μετά από ένα μήνα και ξαφνικά σήμερα μου έστειλαν μέιλ ότι η ανάληψη ακυρώνεται και από την διεύθυνση του καζίνο ότι ο λογαριασμός μου έχει κλείσει οριστικά χωρίς να πάρω τα κέρδη φυσικά.

Dear riabaz,

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.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

I played slots specifically in the game of haksaw 1 euro with help to get in faster 5 euros I was left with 5 euros and 65 minutes and the special gave me a bonus with 4 and gave a big multiplier

Έπαιξα φρουτάκια συγκεκριμένα στο παιχνίδι τηςhaksaw 1ευρω με βοήθεια για να μπει ποιο γρήγορα 5ευρω είχα μείνει με 5ευρω και 65 λεπτά και με έβαλε μπόνους το σπέσιαλ με 4και έδωσε μεγάλο πολλαπλασιαστή

Also, since the beginning of February, they've been asking me for a bunch of documents, even a new ID card. I got it last Friday. They said the documents were confirmed and that the money would be in my account on Tuesday. Suddenly, they won't even let me enter the casino and they sent me an email saying that in the coming days they'll credit me with the 50 euros I deposited.

Επίσης από τις αρχές Φεβρουαρίου μου ζητούσαν ένα σωρό έγγραφα μέχρι και καινούργια ταυτότητα την έβγαλα Παρασκευή που μας πέρασε έλεγαν τα έγγραφα επιβαιβεωθηκαν και ότι Τρίτη θα μπουν τα χρήματα στον λογαριασμό μου και ξαφνικά ούτε να μπω στο καζίνο με αφήνουν και μου έστειλαν μέιλ ότι στις προσεχείς μέρες θα μου πιστωσουν τα 50 ευρώ που έβαλα.

I'm also including this from the last conversation with their employee.

Επίσης σας βάζω και αυτό εδώ της τελευταίας συνομιλίας με υπάλληλο τους

Also, let me tell you that in legiano for a profit of 900 euros they again told me that my account did not pass the check while they asked me for a bunch of documents and suddenly they replied

Επίσης να σας πω ότι και στο legiano για 900 ευρώ κέρδος πάλι μου είπαν ότι ο λογαριασμός μου δεν πέρασε τον έλεγχο ενώ μου ζήτησαν ένα σωρό έγγραφα και ξαφνικά απάντησαν

Thanks for your replies.

If you have an issue with a different online casino, I would recommend you file a separate complaint regarding the issue. We'll publish it as soon as possible and will try to help. Each complaint thread is meant for only one online casino. Thanks for your understanding.

I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear riabaz,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact RoboCat Casino outside this complaint thread and let you know any new information once I receive it.

Thank you very much

Σας ευχαριστώ πολύ

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you very much, we'll see if they respond.

Ευχαριστώ πολύ για να δούμε θα απαντησουν

Dear riabaz,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://verification.anjouangaming.org/validate?domain=robocat.com&seal_id=907ef57d868465bb811ad8a992f0e1eae8bbb1e021fd6a859b4cd68fb2bcc48c9d81670d59f8107a0b436d2b111f41ee&stamp=a44a028e5741f8c451da5fa1b7194120) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina Duboak

We’ve reopened this complaint at the request of RoboCat Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear RoboCat Casino,

could you please provide an update regarding this case?

Looking forward to your reply,

Katarina

Dear Katarina,

An email has been sent to you. Please confirm receipt and review it at your earliest convenience.

Thank you!

RoboCat Team

RoboCat Casino,

thank you for the email provided with the supported evidence.

Dear riabaz,

The casino has presented evidence indicating a significant violation of the terms and conditions. Regrettably, due to the compelling nature of this evidence, the case must be rejected. I apologize for this outcome.

Should you encounter any disputes with an online casino in the future, please do not hesitate to contact us for assistance. We are here to help resolve your concerns.

All the best,

Katarina