RoboCat Casino - La cuenta del jugador no ha sido cerrada.

I had my account closed in January 2025! However, this was never done, and I kept depositing even though I have a gambling addiction problem, which I disclosed to this casino at the time.

Therefore, I hope for a possible agreement with this casino.

Ich habe im Januar 2025 mein Konto schließen lassen! Das wurde aber nie gemacht und ich habe immer wieder einbezahlt obwohl ich ein Spielsucht Problem habe das habe ich aber damals angeben bei diesem Casino.

Daher hoffe ich auf eine mögliche Einigung mit diesem Casino.

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If anything seems suspicious, contact us directly.

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Dear Lukas261,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling section, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@robocat.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Hello Kristina

Unfortunately, I cannot change the country setting, but I hope you can still help me.

I'm a gambling addict and I opened an account at that casino. I hadn't gambled for a long time; I wasn't even aware that I wasn't allowed to play at that casino. But that's not the point. I've asked the casino to delete my account several times. It still hasn't happened.

I would also like to have my deposits back that were made after the request to close the account.

I would like to protect myself, but the casino simply won't block my account.

Therefore, I demand my money back from 10683, which I gambled away after the ordered closure.

Hallo Kristina

leider kann ich die Länderangabe nicht ändern, ich hoffe ihr könnt mir aber dennoch helfen.

Ich bin spielsüchtig und habe ein Konto bei dem Casino geöffnet. Ich habe eine lange Zeit nicht gespielt, mir war gar nicht bewusst, dass ich hätte in diesem Casino nicht spielen dürfen. Aber darum geht es nicht. Ich habe mehrfach das Casino gebeten mein Konto zu löschen. Das ist bis heute nicht passiert.

Ich hätte auch gern meine Einzahlungen zurück, die nach der Anfrage der Kontoschließung, getätigt wurden.

Ich möchte mich gern schützen, aber das Casino sperrt mein Konto einfach nicht.

daher fordere ich mein Geld von 10683 zurück, was ich nach der veranlassten Schließung verspielt habe.

Unfortunately, I no longer have any emails from 2025 in which I requested the closure.

The casino didn't send me a transaction list either. Therefore, I added up the deposits, and that's where the amount comes from.

Leider habe ich aus dem Jahr 2025 keine emails mehr wo ich die Schließung beantragt habe.

Das Casino hat mir auch keine Transaktionsliste geschickt. Daher habe ich Einzahlungen zusammgerechnet und daher kommt der Betrag.

Thank you very much for your reply, Lukas261. Could you please clarify if your account is still accessible?

Good day

Yes, I still have access to my account.

Guten Tag

ja ich habe immernoch Zugriff auf mein Konto

Dear Lukas261,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Lukas261, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of RoboCat Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

You are more than welcome to do that!

Unfortunately, written communication is no longer possible!

I contacted them repeatedly but received no response.

Unfortunately, there is no longer any written communication!

Sehr gerne können sie das machen!

leider gibt es keinen Schrift Verkehr mehr!

ich habe mich immer wieder gemeldet und keinen Antwort bekommen.

Aber leider gibt es keinen Schriftverkehr mehr!

Dear Lukas261,

We are writing to formally notify you that your Robocat account has been closed, effective immediately. This action follows a review of your recent statements here at the forum.

Regarding your recent claims, we have conducted a thorough internal investigation of our support records. We were unable to locate any prior communication via email, even live chat, or our internal ticketing system indicating that you have an active gambling addiction or requesting an account self-exclusion based on those grounds.

To help us investigate this further and ensure we haven't missed a previous interaction, we kindly ask that you provide the specific date the request was made or provide the actual email you sent informing us of the above.

Once we receive these details, we will be able to verify your history and work toward a swift resolution. We appreciate your cooperation in this matter.

Kind regards,

Robocat Casino Team

Thank you for the quick account closure, RoboCat Casino.

Dear Lukas261, I'm afraid without any kind of original e-mail or at least a ticket ID number, I won't be able to confront the casino about any self-exclusion request made before lodging this complaint. Please let me know if you are able to gather any kind of evidence, or if you consider the issue resolved, since the account has been now closed. Thank you.

I requested account closure multiple times in January, using live chat, the VIP area, and regular email communication. My request was never acknowledged!

I'm already glad my account was blocked.

I would be very grateful for an agreement regarding the money.

I understand that I won't get everything back! But I think a partial refund would be fair since their casino never responded.

Ich habe mehrfach mein Konto im Januar schließen lassen habe dem Livechat sowie dem vip Bereich und den normal email Verkehr gewählt. Nie wurde meine Anfrage war genommen!

Ich bin schobmal glücklich das mein konto gesperrt wurde.

Über eine Einigung mit dem Geld wäre ich ihnen sehr verbunden.

Ich verstehe auch das ich nicht alles zurück bekommen werde! Aber ein Teil fände ich nur fair da ihre Casino nie darauf geantwortet hat.

Dear Lukas261, as mentioned in my previous post, without any proof of sending messages mentioning gambling addiction in the past, I won't be able to negotiate a refund, not even a partial one. If I asked the casino to refund your deposits without any proof - and if they actually did it - it would create an extremely dangerous precedence, when anyone could lodge a complaint, claim they asked for self-exclusion few years ago, and demanded refund.

Because of that, we do our best to only deal with facts and provable evidence. Since you confirmed you have no screenshots or original messages, ticket ID numbers or any other evidence, closing the account was the only thing available for me to mediate.

Since that was now done, the only thing that is left for me to do is to strongly advise you installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As I think you will not be entirely happy with this outcome, I will close the complaint as "rejected", since Casino Guru does not recognise complaints where the player is not 100% satisfied as successfully resolved. In case you actually are satisfied, you can shoot me a quick message at matej.l@casino.guru and I can change the status afterwards.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.