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 

Hello Jean,

Thank you for your reply. As already described, I arranged for the closure of my account on April 7, 2026. The necessity of the terms "self-exclusion" and closure is unclear to me.

I have not received a reply since April 7, 2026. In my email of April 7, 2026, I also wrote that I suffer from gambling addiction.

The fact that the email was not processed is not my problem and cannot be justified by the term "self-rejection".

Furthermore, I provided my exact address and residence in Germany in my account details. The company does not appear on the whitelist of the German gambling authority. Therefore, I assume that operating Robocat in Germany is illegal.

Nevertheless, please address my request and contact Robocat. My application from April 7, 2026, should finally be processed and the money refunded starting from April 7, 2026.

Hallo Jean,

vielen Dank für die Antwort. Wie bereits beschrieben habe ich bereits am 07.04.2026 eine Schließung meines Kontos vereinbart. Die Notwendigkeit des Begriffes "Selbstausschuss" und Schließung ist mir dabei nicht klar.

Seit dem 07.04.2026 habe ich keine Antwort erhalten. In meiner E-Mail vom 07.04.2026 habe ich auch geschrieben, dass ich an Spielsucht leide.

Dass die E-Mail nicht bearbeitet wurde, ist nicht mein Problem und ist nicht durch den Begriff "Selbstausschuss" zu rechtfertigen.

Außerdem habe ich in meinen Kontodetails meine genaue Adresse und Wohnsitz in Deutschland angegeben. Das Unternehmen taucht in der Whitelist der deutschen Glücksspielaufsicht nicht auf. Deswegen gehe ich auch davon aus, dass der Betrieb von Robocat im Deutschland illegal ist.

Nichtsdestotrotz gehen Sie bitte auf mein Anliegen ein und kontaktieren Sie Robocat. Mein Antrag vom 07.04.2026 soll endlich bearbeitet wurden und das Geld ab dem 07.04.2026 zurückerstattet werden.

Thank you for the update.

You mentioned that the casino did not respond to your message of April 7. Do I understand correctly that you did not receive a confirmation or a ticket number from the casino?

And after you sent that urgent request, did you try to contact the casino again through email or live chat support? If so, please provide copies of any follow-up messages, chat transcripts, or additional evidence showing your attempts to reach them. You can post it here or forward them to jean.s@casino.guru.

This documentation is necessary to verify the timeline and determine whether the casino had sufficient opportunity to act on your request.

I will await your supporting evidence.

Hello Jean,

Thank you very much for your feedback.

No, unfortunately I have not received a reply to my email of April 7, 2026, in which I requested the closure of my account and informed you that I suffer from gambling addiction.

I played regularly at this CXasino until May 18, 2026. I always thought, "Only 50 euros" or "Only 20 euros." Unfortunately, the losses increased over the course of the evenings. I have sent you the transaction history by email. Since April 7, 2026, I have incurred losses totaling 850 euros. Of course, the losses were higher before I requested account closure on April 7, 2026. But I don't want those losses back. I am specifically only concerned with the losses I incurred after April 7, 2026.

On May 18, 2026, another email was sent to Robocat requesting compensation for losses incurred since April 7, 2026, and again requesting account closure.

I repeatedly tried to block the account via chat, even after April 7th, 2026. However, I was told I had to do it by email. I don't have any screenshots of this because I couldn't access my robocat account in the meantime.

I don't know if my account has been deleted or if I can somehow recover my losses, or at least some of them. I haven't received any email from robocat about this. There's nothing in my spam folder either.

Best regards,

Branxer

Hallo Jean,

vielen Dank für deine Rückmeldung.

Nein, ich habe leider auf meine E-Mail vom 07.04.2026, wo ich auf Schließung meines Kontos bitte und der Mitteilung, dass ich an Spielsucht leide keine Antwort erhalten.

ich habe bis zum 18.05.2026 regelmäßig an diesem CXasino gespielt. Immer mit dem Gedanken "Nur 50 Euro" oder "Nur 20 Euro". Leider wurde es im Verlauf der Abende immer mehr. Ich habe Ihnen den Zahlungsverlauf per E-Mail gesendet. Seit dem 07.04.2026 sind mir Verluste in Höhe von 850 Euro entstanden. Vor dem Antrag auf Kontoschließung am 07.04.2026 natürlich mehr. Aber die will ich auch nicht zurück. Es geht mir explizit nur um die Verluste, die mir nach dem 07.04.2026 entstanden sind.

Am 18.05.2026 erging nochmal eine E-Mail an Robocat mit der bitte um Verlustausgleich seit dem 07.04.2026 und der erneuten Bitte um Kontoschließung.

Ich habe per Chat auch immer mal weider versucht das Konto zu sperren, auch nach dem 07.04.2026 Mir wurde aber gesagt, dass ich das per E-Mail machen muss. Screenshots davon liegen mir nicht vor, weil ich zwischenzeitlich nicht auf mein Konto bei robocat zugreifen kann.

Ich weiß nicht, ob mein Konto jetzt gelöscht wurde oder ich irgendwie meine Verluste oder ein Teil davon wieder kriege. Ich habe dazu keine E-Mail von robocat erhalten. In dem Spam-Ordner ist auch nichts.

Mit freundlichen Grüßen,

Branxer

Hello Casino Guru,

What do you think? If you can't help me, I'll have to go through a lawyer.

Furthermore, I received confirmation from the Joint Gambling Authority of the German Federal States (AöR) that Robocat is an illegal casino in Germany. Normally, I should receive all my money back. I will then pursue this privately.

VG,

Alija A.

Hallo Casino Guru,

Wie sieht es aus? Wenn Sie mir nicht helfen können, muss ich das über einen Anwalt machen.

Außerdem habe ich von der Gemeinsame Glücksspielbehörde der Länder (AöR) die Bestätigung erhalten, dass es sich bei Robocat um ein illegales Casino in Deutschland handelt. Normalerweise muss ich mein ganzes Geld bekommen. Das wird dann von mir privat weiterverfolgt.

VG,

Alija A.

Do I understand correctly that you are not sure if your casino account was properly blocked after your email on May 18? Did you try to access your account after that? Did you not get any confirmation from live chat or email support? This confirmation from the casino that your account is permanently blocked for self-exclusion is vital to ensure protection from gambling and reopening your account in the future.

Hello,

I have already answered your questions several times.

Do I understand correctly that, following your email of May 18th, you are unsure whether your casino account was properly blocked?

Yes, I haven't received any confirmation. I haven't received any replies to my emails. Every normal company responds to emails or account suspension requests. It's not that complicated.

Did you try to access your account after that?

Yes, I have!

Have you not received a confirmation from live chat or email support?

No I haven't!

Hallo,

Ich habe Ihnen doch die Fragen mehrmals beantwortet.

Verstehe ich das richtig, dass Sie sich nach Ihrer E-Mail vom 18. Mai nicht sicher sind, ob Ihr Casino-Konto ordnungsgemäß gesperrt wurde?

Ja, ich habe keine Bestätigung erhalten. Ich jabe keine Antworten auf meinen E-Mails erhalten. Jede normale Forma antwortet auf E-Mails oder Anträgen zur Kontosperrungen. So kompliziert ist dss jetzt nicht.

Haben Sie danach versucht, auf Ihr Konto zuzugreifen?

Ja, habe ich!

Haben Sie keine Bestätigung vom Live-Chat oder E-Mail-Support erhalten? 

Nein, habe ich nicht!

Dear branxer

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, Igor, (igor.p@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,

Jean

Dear branxer,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the RoboCat Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a RoboCat Casino representative to join this conversation and participate in resolving this complaint.

Dear RoboCat Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear branxer,

Thank you for reaching out to us.

Please be informed that your case is currently under investigation and you will be informed as soon as possible with further information.

Thank you for your understanding.

Kind regards,

Robocat Team

Dear RoboCat Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear branxer,

Thank you for your patience.

We would kindly ask you to check your emails where we send you a refund offer.

However, please be informed that all of our recent attempts sending you emails have been failed with an error: Recipient server rejected email

Kindly check your emails inbox as we are not able to send you any emails.

The following offer was send:

We would like to extend our sincerest apologies for any inconvenience that may have arisen due to the delayed closure of the account. 

We would like to resolve this issue in a manner that is acceptable to both parties concerned.

As a goodwill gesture we would like to offer you a refund in the amount of 850 EUR.

If you agree, please provide us with your bank details to perform the refund.

Full Name (please provide all names including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

Thank you for your understanding.

Kind regards,

Robocat Team

Dear RoboCat Casino,

Thank you very much for your quick reply and for informing us that you will refund the player. Your cooperation throughout this case is much appreciated.

Dear branxer,

In order to proceed with your refund of €850, the casino kindly asks you to share your bank details.

You can either send them to the casino via email or post them in this conversation. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear RoboCat Casino,

The player provided their bank details in the message above.

Please let us know once there is any update regarding the refund.

I confirm receipt of the payment. Thank you to everyone involved.

Ich bestätige den Eingang der Zahlung. Vielen Dank an alle Beteiligten.

Dear All,

We are happy to inform you that the payment has been successfully complete.

We thank you for your understanding and wish you all the best.

Kind regards,

Robocat Team

Dear branxer,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P