RoboCat Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

Hi dear team,

I closed my account due to gambling addiction via email using the Casino Guru template. No one responded, and the account is still open. I didn't stick with it and lost €315, which I would like to be refunded. Thank you for your help.

Hi liebes Team,

ich habe mein Konto wegen Spielsucht via Email und mit der Vorlage von Casino Guru schließen lassen, es reagiert keiner, dass Konto ist nach wie vor offen. Habe es nicht durchgehalten und 315 EUR dadurch verloren, die ich erstattet haben möchte. Danke für Eure Hilfe

Dear Kikidoof,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@robocat.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance.

Best regards,

Kristina

Hello everyone, I would like to take back the money, I won 420 EUR and also had it paid out, it arrived directly, I'm only concerned about the closure, because of self-exclusion

hallo Zusammen, den Geldbetrag möchte ich zurück nehmen, habe 420 EUR gewonnen und auch auszahlen lassen, es kam direkt an, es geht mir nur noch um die Schließung, Wegen Selbstausschluss

Hi, unfortunately, I'm still not deactivated, and because I didn't persevere, I've now lost 255 euros through further deposits. I urgently request closure and a refund.

Hi, leider bin ich immer noch nicht deaktiviert und dadurch, dass ich nicht durchgehalten habe, ist mir durch weitere Einzahlungen ein Schaden von 255 Eur nun wieder entschaden. Ich bitte dringend um Schließung und Erstattung

Thank you for your reply, Kikidoof. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Kikidoof, 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.

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 you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

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.

Dear Kikidoof,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

RoboCat Casino Team

Thank you for looking into this issue for us, RoboCat Casino Team. Please, let us know as soon as you have more details available.

Dear All,

We apologize for any inconvenience this may have caused.

We have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Kind regards,

Robocat Casino Team

Thank you for looking into this for us, Robocat Casino Team. Please, let us know once you have more information, so we can progress with the complaint further.

Hi everyone, this is dragging on quite artificially

Hi Zusammen, dass zieht sich aber ganz schön künstlich in die Länge

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.

Dear Kikidoof,

We would like to kindly inform you that after a careful review, we can confirm that you've provided us the closure request on 22.03.2025 and from 23.03.2025 since 26.03.2025 that your account was closed were no financial losses in your account.

Therefore, we must regard your refund request as invalid.

We trust this clarifies our position and we thank you for your understanding in this matter.

Kind regards,

Robocat Casino Team

These are St. tactics and nothing happens

Das sind St. doch Taktik und es passiert nichts

Dear Robocat Casino Team, according to the messages sent by the player, the self-exclusion has been requested on 19th March, then subsequently on 21st March. According to your own Responsible Gambling section, the account should have been closed within 24 hours. Could you please confirm if there were any deposits made since 20th March until the account closure?

hi, yes with my Visa card, you have a PM

hi, ja mit meiner Visakarte, Du hast eine PN

Dear Matej,

We would like to inform you that the player deposited 615 EUR with net profit 204 EUR from 20.03. 2025 until his account closure.

However, 24h after his account closure confirmation on 22.03.2025 the player deposited 255 EUR with net profit -155 EUR until his account closure.

If you have any additional questions don't hesitate to contact us.

Kind regards,

Robocat Casino Team

Dear Robocat team, I have also stated the profit above, so that it must be deducted, but there is still a large refund from you in my favor.

Liebes Robocat Team, den Gewinn habe ich auch oben angegeben, also dass dieser abgezogen werden muss, trotzdem bleibt eine hohe Rückzahlung von Ihnen, zu meinen Gunsten übrig.

615 - 204

255 - 100

There is no balance left for me

615 - 204

255 - 100

Bleibt für mich kein Ausgleich

Dear Robocat Casino Team, could you please provide more details regarding the deposits?

We would like to inform you that the player deposited 615 EUR with net profit 204 EUR from 20.03. 2025 until his account closure.

However, 24h after his account closure confirmation on 22.03.2025 the player deposited 255 EUR with net profit -155 EUR until his account closure.

From my understanding of the above: the player has deposited 615€ and won additional 204€ since 20th March. Then, deposited again 255€ on 22nd March, and lost 155€. Taking into account the original SE request from 19th March, the account should have been closed on 20th March (according to your own terms and conditions regarding self-exclusion). So depending on the time of the request, seems like the player should be refunded the whole 255€ from the second deposit, and whatever was deposited after the 24 hour period out of the sum of 615€. The winnings of 204€ should not be paid out - since the player should not be able to play at this time anyway - as well as deducting any withdrawals made in that time.

Unless I misinterpreted some information, seems like the player is eligible for a refund of approximately 800€ ?

Hi Matej, a total of 160 euros arrived with the date 25.03. I don't know what they mean by 204 and -155 euros.

Hi Matej, es kamen insgesamt 160 Eur mit Datum 25.03. an, ich weiß nicht, was diese mit 204 und - 155 EUR meinen.

Dear Matej,

We would like to kindly clarify the above report. The amount of funds mentioned are related to the performance of a specific timeframe. They're not the amount of specific deposits.

Please bear in mind that the net profit is related to the player's deposits, withdrawals and bonus received. When is minus as the one in player's performance means that they're not any losses to be refunded in that timeframe.

If you have any additional questions don't hesitate to contact us.

Thank you for your cooperation!

Kind regards,

Robocat Casino Team

Hello dear team, I shouldn't have been allowed to deposit and play at all. What are your standard answers? What bonus would I get if I hadn't played at all? Please finally refund my money?

Hallo liebes Team, ich hätte überhaupt nicht einzahlen und spielen dürfen, was sollen Ihre Standart- Antworten? Welcher Bonus, wenn ich gar nicht hätte spielen? Bitte erstatten Sie mir endlich mein Geld?

In addition, a bonus that has to be wagered 30 or 40 times cannot be considered credit

Zusätzlich kann ein Bonus, der 30 oder 40 mal umgesetzt werden muss, wohl nicht als Guthaben bezeichnet werden

Thank you for the amount confirmation, Kikidoof, much appreciated. :)

Can you also let me know, if you ever received any acknowledgement of the casino receiving your messages? Both from 19th and 21st March? You should have received an automated message with ticket ID number. Do you have anything like that, and if so, can you share it here, please?

Dear Robocat Casino Team, maybe my morning coffee still did not kick in, but even after re-reading your explanation numerous times, it makes no sense to me. But let's focus on the important stuff, so we can hopefully close this complaint very soon:

The player has requested self-exclusion on 19th and 21st March. Even if you did not receive the first request, according to the casino's own responsible policy, the account should have been closed since 22nd March the latest. Could you please let us know how much has the player deposited between 22nd and 26th March? Or ideally - could you e-mail me the player's cashier history (showing both withdrawals and deposits) from 19th March until the account closure at matej.l@casino.guru, please? We just need to clearly establish the correct refund amount, that's all. Thank you.

Hi Matej, I'll send you the items. Best regards

Hi Matej, schicke Dir die Sachen zu. Liebe Grüße

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.

I have not had any reaction so far

Bei Mir gab es auch keine Reaktion bisher

Dear Matej,

We would like to inform you that we are looking into your request, we will provide you the player's cashier history via email as soon as possible.

Thank you for your cooperation!

Kind regards,

Robocat Casino Team

Thank you. I will wait for the casino e-mail, then post the update in this thread.

The Casimo is artificially delaying everything

Das Casimo zögert alles künstlich in die Länge

Dear Matej,

We kindly apologize for the delay. 

We would like to assure you that you will receive the player's cashier history as a matter of urgency.

Thank you for your cooperation!

Kind regards,

Robocat Casino Team

Dear Matej,

We would kindly request to check the player's cashier history provided via email.

If you have any additional questions don't hesitate to contact us.

Thank you for your cooperation!

Kind regards,

Robocat Casino Team

I would like to thank the Robocat Casino Team for providing the cashier history.

Dear Kikidoof, according to the details sent by the casino - and taking into consideration that your account should have been closed since 20th March - after checking the deposits and subtracting the two withdrawals you have made before the account closure, it comes to a final sum of 215€ that should be refunded. Please, let me know if this is correct, so we can proceed with the next step. Thank you.

Correct, that is the amount

Richtig, dass ist der Betrag

Thank you for the quick response!

Dear Robocat Casino Team, could you please let us know if you are willing to proceed with the refund as stated in the posts above, or if there is anything else that needs to be cleared out first? Thank you.

Dear Kikidoof,

We would kindly ask you to provide us your bank details requested via email in order to proceed with the payment.

Thank you in advance.

Kind regards,

Robocat Casino Team

Dear Kikidoof, feel free to CC me into the mailing conversation so I can stay up to date. Thank you.

Hi, I have informed you everything and will let you know when the amount has arrived

Hi, habe alles mitgeteilt und sage Bescheid, wenn die Summe angekommen ist

Nothing has been received yet

Bisher ist noch nichts eingegangen

Dear Robocat Casino Team, can you please confirm if the payment details have been received on your end and what is the status of the pay out? Thank you.

Hi Matej, there has been no response yet

Hi Matej, bisher gab es noch keine Reaktion

Dear all,

We are pleased to inform you that the player's refund is in process.

Thank you for your cooperation.

Kind regards,

Robocat Casino Team

Hi, the money arrived. Thanks.

Hi, dass Geld ist angekommen. Danke

Dear Kikidoof,

I am very happy to hear that your issue has been resolved, and would like to thank RoboCat Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru