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

Dear team,

Unfortunately I can't change the country information, but I hope you can still help me.

I have a gambling addiction and opened an account at the casino. I haven't played for a long time, and I wasn't even aware that I shouldn't have been playing at this casino. But that's not the point. I've asked the casino several times to delete my account. To date, that hasn't happened.

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

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

Best regards

Liebes Team,

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.

Mit freundlichen Grüßen

Dear Rese989,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thanks for the tip. The casino's website states that if you submit a request, your account will be closed within 24 hours.

I forwarded the emails.

Unfortunately, there is no option to self-exclude on the website.

Danke für den Hinweis. Auf der Website des Casinos steht, dass das Konto innerhalb von 24 Stunden geschlossen wird, wenn man eine Anfrage schickt.

Ich habe die E-Mails weitergeleitet.

Auf der Website gibt es leider keine Möglichkeit einen Selbstauschluss vorzunehmen.

Dear Rese989, has your casino account been closed? If so, when exactly?

Could you please share your deposit history?

Dear Dominika,

My account is still not closed, but my complaint was responded to by asking if I really wanted to close the account because all posts would be deleted.

I will send you an overview of the deposits by email.

Best regards

rese989

Liebe Dominika,

mein Konto ist noch immer nicht geschlossen, allerdings wurde auf meine Beschwerde mit der Frage reagiert, ob ich das Konto wirklich schließen will, weil alle Beiträge gelöscht werden.

Die Übersicht der Einzahlungen schicke ich per E-Mail.

Liebe Grüße

rese989

Please help me contact them. You're not responding to my inquiries, and I've deposited a lot of money again because I can't control the game at this point.

Bitte helfen Sie mir bei der Kontaktaufnahme. Sie reagieren nicht auf meine Anfragen und ich habe erneut viel Geld eingezahlt, weil ich in den Momenten das Spiel nicht kontrollieren kann.

Thank you very much, Rese989, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 Rese989,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the RoboCat Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear RoboCat Casino,

Could you please provide detailed information regarding this case, specifically addressing why the player's account remains open despite multiple self-exclusion requests in which a gambling problem was explicitly mentioned?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

The account was finally closed on April 27th.

In the email, you write that you're committed to responsible gaming. I think it's simply taken far too long. Of course, I have a responsibility, and at the same time, I've tried many times to close the account.

Can you help me get the money I deposited back?

Many greetings

rese989

Lieber Kubo,

das Konto wurde am 27.04. nun endlich geschlossen.

In der E-Mail schreiben Sie, dass sie sich für verantwortungsvolles Spielen einsetzen. Ich finde es hat einfach viel zu lange gedauert. Klar ich habe auch eine Verantwortung und gleichzeitig habe ich oft versucht das Konto zu schließen.

Können Sie mir helfen, die eingezahlten Gelder zurückzubekommen?

Viele liebe Grüße

rese989

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 Rese989,

We are sorry to hear about for your experience.  

We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

RoboCat team.

Dear Robocat Team,

I was informed on May 3rd that my request would be forwarded to the relevant department.

How long does such a review take?

Best regards

rese989

Liebes Robocat Team,

mit wurde schon am 03.05. geschrieben, dass man meine Anfrage an die entsprechende Abteilung weiterleitet.

Wie lange dauert denn so eine Überprüfung?

liebe Grüße

rese989

Dear RoboCat Casino,

As the player has rightly noted, a significant amount of time has passed since the issue was escalated to the relevant department for further review. Could you please share any findings from their investigation, or alternatively, provide an estimated timeframe for when the review is expected to be completed?

Thank you for your attention to this matter.

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.

Hello Rese989,

We have sent an email to you.

We will wait for you to update.

Best regards,

Robocat team.

Dear Casino,

I replied to your email. Unfortunately, I haven't received a response yet.

Best regards

rese989

Liebes Casino,

ich habe auf ihre E-Mail geantwortet. Leider bisher keine Antwort erhalten.

Mit freundlichen Grüßen

rese989

Dear Rese989,

Could you please share the details of your recent email correspondence with the casino? Additionally, have there been any developments since your last communication with them?

Thank you.

Dear Kubo,

The casino has submitted a settlement offer, but the amount is less than the actual financial loss.

I have informed the casino about this, but have not received a response yet.

Best regards

rese989

Lieber Kubo,

das Casino hat ein Vergleichsangebot übersandt, jedoch ist die Summe geringer als der tatsächlich entstande finanzielle Schaden.

Ich habe das Casino darüber informiert, jedoch bisher keine Antwort erhalten.

Liebe Grüße

rese989

Dear Rese989,

I wanted to check in and ask if there have been any updates on your end. Have you already re-sent the requested information to the casino?

As far as I know, you originally submitted the same information back on May 26.

Thank you.

Dear Rese989,

Thank you for your confirmation. 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,

Kubo