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.