RoboCat Casino - La solicitud del jugador para bloquear la cuenta es ignorada.

Good day,

I requested an account blocking in the Robocat online casino on February 27, 2025. I wrote several emails saying that I wanted the account blocked due to a gambling addiction, and also made a request in the live chat. Unfortunately, nothing has happened to date. And since then, due to my gambling addiction, I have unfortunately deposited and lost an amount of €765 there.

Unfortunately, I don't have the chat history from the live chat as proof, but I do have the emails.

I have two more screenshots of the payment receipts, but unfortunately I can't add any more attachments.

Guten Tag,

ich habe am 27.02.2025 eine Kontosperre in dem Onlinecasino Robocat beantragt. Ich habe sowohl mehrere Mails geschrieben, dass ich aufgrund einer Spielsucht möchte, dass das Konto gesperrt wird, als auch im Livechat eine Anfrage gestellt. Leider ist bis heute nichts passiert.Und ich habe seitdem, aufgrund meiner Spielsucht leider einen Betrag von 765€ dort eingezahlt und verloren.

Die chatverlauf aus dem Livechat, habe ich leider nicht als Beweis, aber dafür die Emails.

Ich hätte noch zwei Screenshots von den Zahlungsbelegen, leider kann ich keine Anhänge mehr hinzufügen.

Dear clemens1992,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you received any responses from this casino to your self-exclusion requests? If so, kindly forward them to me at veronika.f@casino.guru.

What was the response from live chat agents when you informed them of your addiction?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika, thank you for the quick message. I have sent you an email with the correspondence.

The answer from the live chat was that I should contact the casino via email, which I had already done.

I was unable to complete a KYC check on the site as it said it was not necessary.

I have also had a withdrawal there in the past, and no verification was necessary.

kind regards

clemens

Hallo Veronika, vielen Dank für die schnelle Nachricht. Ich habe dir eine E-Mail mit dem Schriftverkehr geschickt.

Die Antwort aus dem Livechat war, dass ich mich per E-Mail an das Casino wenden soll, was ich bereits getan hatte.

Eine KYC-Prüfung konnte ich auf der Seite nicht durchführen, dort stand: diese sei nicht notwendig.

Ich habe auch bereits in der Vergangenheit eine Auszahlung dort gehabt, bei dieser war ebenfalls keine Verifizierung notwendig.

freundliche Grüße

clemens

Thank you very much, clemens1992, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello clemens1992,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Michal

Hello Michal,

Thank you very much for your help. I also hope that we can find a solution together.

kind regards

clemens

Hallo Michal,

vielen Dank für deine Hilfe. Ich hoffe auch, dass wir gemeinsam eine Lösung finden.

freundliche Grüße

clemens

Unfortunately, my account is still not closed and I can still make deposits. Should I contact the casino again? It can't be that you have to write three emails and also get fobbed off in the live chat.

Leider ist mein Konto immernoch nicht geschlossen, ich kann weiterhin einzahlen. Soll ich mich noch ein weiteres Mal an das Casino wenden? Es kann ja nicht sein, dass man 3 Mails schreiben muss und zusätzlich im Livechat abgewimmelt wird.

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.

What is it now?

Was ist denn jetzt?

Dear clemens1992,

I contacted the casino representative outside of this thread, and I am expecting the casino to reply here in the thread soon. Due to this fact, I am setting another timer. Your patience is greatly appreciated.

Great, thank you for your efforts!

Prima, vielen Dank für Ihre Bemühungen!

Unfortunately, the account is still not blocked. I've lost over €1,000 since the request to block my account.

Leider ist das Konto immernoch nicht gesperrt. Ich habe seit der Anfrage mein Konto zu sperren, über 1000€ verloren.

Dear clemens1992,

I am in contact with the casino representative, and we need more time to investigate. I appreciate your patience.

Understood.

Alles klar.

Dear all

Thank you for your patience.

Kindly be informed that we are checking your request with relevant department and we would get back to you as soon as we have any news from them.

Best Regards

Robocat Team

Dear RoboCat Casino,

We are looking forward to a timely answer from you.

Thank you.

Vielen Dank.

Dear clemens1992,

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

Thank you for your cooperation.

Kind Regards,

RoboCat Casino Team

Hello dear Robocat team,

I have just sent an email with the necessary information to your support.

Greetings

Clemens

Guten Tag liebes Robocat-Team,

ich habe soeben eine Email mit den notwendigen Angaben an Ihren Support geschickt.

Grüße

Clemens

Dear all

Thank you for your patience.

Kindly be informed that customer refund has been complete and paid out on our side.

Best Regards

RoboCat Casino Team

I received the refund and the account was successfully closed. Thank you.

Ich habe die Rückerstattung erhalten und das Konto wurde erfolgreich geschlossen. Vielen Dank.

Dear clemens1992,

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, 

Michal V

Casino.Guru 

We’ve reopened this complaint at the request of clemens1992. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear RoboCat Casino,

I have received an email from the player saying that the account was reopened without their consent. Could you comment on this?

Dear clemens1992,

Could you tell me how much money you have lost due to the reopening of your account?

Hello Michal,

Unfortunately, I lost approximately €3326 during that period. I can prove this with receipts.

I don't understand why someone would reopen a player account when it's clear they have a gambling addiction. Emails were sent immediately, with bonus offers, etc.

Hallo Michal,

leider habe ich in dem Zeitraum ca. 3326€ verloren. Ich kann dies durch Belege nachweisen.

Ich verstehe es nicht, dass man ein Spielerkonto wiedereröffnet, obwohl es klar ist, dass eine Spielsucht vorhanden ist. Es wurden direkt Emails geschickt, mit Bonusangeboten etc.

Dear clemens1992,

We hope you are doing well.

We would like to sincerely apologize for any misunderstanding. Please rest assured that your account has been officially and permanently closed as requested. Communication programs associated with your account are also closed.

We are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Kind regards,

RoboCat Casino Team

Dear robocat team,

Thank you very much for the prompt communication. If you require any further information from me, please do not hesitate to contact me.

Liebes robocat-Team,

vielen Dank für die schnelle Kommunikation. Falls sie noch Informationen von mir brauchen, stehe ich ihnen jederzeit zur Verfügung.

Dear RoboCat Casino,

Thank you for the reply. We are waiting to hear from you.

Dear clemens1992,

After reviewing your case and consulting thoroughly with the relevant department, we would like to formally offer you a refund of 4,223 EUR.

If you accept this offer, please reply directly to the separate email we have sent you requesting your bank details. Once we receive the necessary information, our finance team will process the payment as quickly as possible.

Thank you for your patience and cooperation throughout this process.

Kind regards,

RoboCat Casino Team

Dear Robocat Team,

Thank you so much for your quick and helpful support. I have replied to your email and included all the necessary information.

Thank you very much.

Best regards

Clemens

Liebes Robocat-Team,

vielen Dank für Ihren schnellen und hilfreichen Support. Ich habe auf Ihre E-Mail geantwortet und alle benötigten Daten eingefügt.

Dankeschön.

Liebe Grüße

Clemens

Did you receive my email?

Haben Sie meine Email erhalten?

Dear clemens1992,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

RoboCat Casino Team

Thank you so much, the payment has arrived. I also want to thank you for the excellent communication and quick processing 🙂

Vielen Dank, der Betrag ist angekommen. Ich muss mich auch für die super Kommunikation und die schnelle Bearbeitung bedanken 🙂

Dear clemens1992,

We are also pleased to confirm that your refund transaction has been successfully completed.

We wish you all the best moving forward.

Kind Regards,

RoboCat Casino Team

Dear clemens1992,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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.

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,

Michal V

Casino.Guru