RoboCat Casino - La cuenta del jugador permanece activa a pesar de la solicitud de autoexclusión.

Hello everyone,

On April 7, 2026, I explicitly informed the provider that I have a gambling addiction problem and therefore demanded the immediate and permanent closure of my player account. Despite this clear notification, the account was neither blocked nor closed.

The provider failed to take appropriate measures to protect players and continued to allow me to participate in online gambling. As a result, I have incurred losses totaling €850 since April 7, 2026.

Furthermore, on May 4, 2026, I was officially registered in the nationwide player exclusion system OASIS in accordance with the 2021 Interstate Treaty on Gambling. From this point on, participation in gambling should have been prevented by technical and organizational means. Nevertheless, the account remained active and/or continued to be used.

In my view, there are significant violations of the legal obligations of the 2021 State Treaty on Gambling, in particular of:

the obligation to protect players and those suffering from addiction,

the obligation to implement a self-exclusion immediately,

as well as the obligation to comply with the OASIS player exclusion system.

All communication with the provider, proof of the account suspension, and payment and loss documentation have been recorded and secured. Due to the aforementioned breaches of duty, I demand reimbursement of my losses amounting to €850 incurred since April 7, 2026.

Best regards,

AA

Hallo zusammen,

am 07.04.2026 habe ich den Anbieter ausdrücklich darüber informiert, dass bei mir eine Spielsuchtproblematik besteht und ich deshalb die sofortige dauerhafte Schließung meines Spielerkontos verlange. Trotz dieser eindeutigen Mitteilung wurde das Konto weder gesperrt noch geschlossen.

Der Anbieter hat es pflichtwidrig unterlassen, geeignete Maßnahmen zum Spielerschutz einzuleiten und mir weiterhin die Teilnahme am Online-Glücksspiel ermöglicht. In der Folge entstanden mir seit dem 07.04.2026 Verluste in Höhe von insgesamt 850 €.

Darüber hinaus wurde ich am 04.05.2026 offiziell in das bundesweite Spielersperrsystem OASIS gemäß Glücksspielstaatsvertrag 2021 eingetragen. Ab diesem Zeitpunkt hätte eine Teilnahme am Glücksspiel technisch und organisatorisch verhindert werden müssen. Dennoch blieb das Konto aktiv bzw. eine Nutzung weiterhin möglich.

Aus meiner Sicht liegen erhebliche Verstöße gegen die gesetzlichen Verpflichtungen des Glücksspielstaatsvertrages 2021 vor, insbesondere gegen:

die Pflicht zum Spieler- und Suchtsschutz,

die Pflicht zur unverzüglichen Umsetzung einer Selbstsperre,

sowie die Verpflichtung zur Beachtung des OASIS-Spielersperrsystems.

Die gesamte Kommunikation mit dem Anbieter, Nachweise über die Sperreintragung sowie Zahlungs- und Verlustnachweise wurden dokumentiert und gesichert. Aufgrund der genannten Pflichtverletzungen fordere ich die Erstattung meiner seit dem 07.04.2026 entstandenen Verluste in Höhe von 850 €.

Mit freundlichen Grüßen,

A.A.

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Dear branxer,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

As I understand that you are suffering from gambling addiction and your account in RoboCat Casino is still open, then it is important to request self-exclusion and not just an account closure as soon as possible. With self-exclusion, the casino agrees not to reopen the account or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

As for being registered in OASIS, its self-exclusion policy only applies to operators who obtain a German licence. This Casino does not have a German gaming licence so it is not obligated to follow the guidelines of OASIS. In this case, you'll need to take advantage of self-exclusion options offered by the casino itself to stay protected.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings RoboCat Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to RoboCat Casino and keep me informed about any further developments. Thank you in advance.

Kind regards,

Jean