RoboCat Casino - La cuenta del jugador ha sido cerrada.

Hi, this robocat casino blocked my account on December 7th for no reason with the balance locked inside.

The casino sent me an email the same day asking for my withdrawal details. I promptly responded with all the information. They confirmed they had processed my request, but I haven't heard anything since December 9th, almost two weeks ago.

I don't remember the exact amount of my balance since it's been so long, but from memory it's around €220. I'd like my money back as soon as possible. I hope you can help me.

Thanks in advance.

Salve, questo casino robocat mi ha bloccato il conto il 7 dicembre senza alcun motivo con il saldo bloccato dentro.

Il casino mi ha inviato un'email il giorno stesso chiedendo i miei dati per il prelievo del saldo. Ho risposto puntualmente indicando tutti i dati, mi hanno confermato di aver preso in carico la mia richiesta ma non ho avuto piu aggiornamenti dal 9 Dicembre, quasi 2 settimane fa.

Non ricordo la cifra esatta del mio saldo dato che è passato tanto tempo, ma a memoria sono circa 220€, vorrei che mi vengano restituiti i soldi al piu' presto, spero possiate aiutarmi.

Grazie in anticipo.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

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.

Good morning Kristina,

• I played mostly in the sports section
• I did not perform identity verification as it was not required by the casino
• I didn't play any bonus, I only played the balance I deposited

Thanks in advance

Buongiorno Kristina,

• ho giocato soprattutto nella sezione sport
• non ho effettuato la verifica dell'identità in quanto non richiesta dal casino
• non ho giocato nessun bonus, ho giocato solo il saldo che ho depositato

Grazie in anticipo

Thank you for your reply, fer3na. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.