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

Good bye,

I've been trying to get myself banned from RoboCat since February 21, 2025. I sent the last email on April 13. I would like to get back the stakes I've lost since February 21, 2025, due to my messages being ignored.

Last email from April 13, 2025:

"I would like a refund. Since they didn't delete my account. Due to my gambling addiction, I would like my stakes back from February 21, 2025!"

No response received and ignored!

Yesterday I was able to deposit another 350€.

It's just annoying...

In the chat, I'm repeatedly told to contact support via email. When I send an email, I get a message saying the email has been received and is being processed. Then it's ignored.

The spam SMS messages, which can't be blocked, don't stop either. Simply annoying.

Maybe you can help me.

Servus,

ich versuche mich seit dem 21.02.2025 bei RoboCat sperren zu lassen. Die letzte Mail habe ich am 13.04. geschrieben. Ich würde gerne die Einsätze zurück hätte, welche ich seit dem 21.02.2025 durch ignorieren meiner Nachrichten verloren habe.

Letzte Mail vom 13.04.2025:

„Gerne hätte ich eine Rückzahlung. Da sie mein Konto nicht gelöscht haben. Durch meine Spielsucht hätte ich gerne die Einsätze seit dem 21.02.2025 zurück! „

Keine Antwort erhalten und Ignoriert! 

Gestern konnte ich wieder 350€ einzahlen.

Es nervt einfach…

Im Chat heißt es immer wieder ich soll mich via Mail mit dem Support auseinandersetzen. Schreibe ich eine Mail bekomme ich die Meldung, dass die Mail angekommen und bearbeitet wird. Und dann wird ignoriert.

Die Spam SMS welche sich auch nicht unterbinden lassen hören auch nicht auf. Einfach nervig.

Vielleicht könnt ihr mir helfen.

Dear Thorsten67,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RoboCat Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

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.

Hello,

I sent you an email. I hope it reached you. It contains all the information.

I can still access the account,

Repeated attempts to block my account were unfortunately ignored, even after the first email.

The refund request was also mercilessly ignored.

Best regards

Hallo,

ich habe Ihnen eine Mail zukommen lassen. Ich hoffe diese hat Sie erreicht. Darin alle Informationen.

Ich kann noch immer auf das Konto zugreifen,

mehrmaliger Kontakt das Sie mein Konto Sperren sollen, leider ignoriert. Auch nach der ersten Mail.

Auch die Rückerstattungsanfrage wurde gnadenlos ignoriert.

Beste Grüße

Thanks for your reply and the information you provided.

• Do I understand correctly that you no longer have your requests from February 21st saved? Would you be able to supply earlier attempts to self-exclude?
• Have you attempted to recover deleted emails sent to the casino?
• When was the last time you were allowed to deposit in the casino?
• Have you sent another self-exclusion request as I advised earlier? Have you contacted live chat after your requests haven't been granted? What response have you received?

Looking forward to your reply.

Unfortunately these are not saved.

However, I have collected some that will not be processed further.

Are there other ways to send you the email?

I tried to send you an email. Unfortunately, it bounced back.

I was able to make the last deposit on April 23rd, but apparently I could still do so.

I have contacted the live chat several times, but they refer me to email support and apparently cannot process these blocking requests.

Leider sind diese nicht gespeichert.

Ich habe aber dennoch einige gesammelt, welche weiter nicht bearbeitet werden.

Gibt es andere Möglichkeiten Ihnen die Mail zu senden?

Ich habe versucht Ihnen eine Mail zu senden. Diese kam leider zurück.

Die letzte Einzahlung konnte ich am 23.04 tätigen, könnte ich aber offensichtlich immer noch.

Den Live-Chat habe ich mehrfach kontaktiert doch diese verweisen mich auf den EMail Support und können angeblich diese Sperranträge nicht bearbeiten.

Emails available:

April 13, 2025

Repayment request - further reference to gambling addiction and blocking request

April 14, 2025

reminder to Robocat no response

April 18, 2025

reminder again no response

April 24, 2025

Not blocked, another opportunity to deposit €350 on April 23rd.

April 28, 2025

Email from Robocat request closed

03.05.2024

Robocat asked me why I wanted to close my account. Seriously????

This site is catastrophic. As I said. I'd be happy to send you screenshots if you have another email. Emails to come back.

Edit: Last possible deposit today 200€

Mails vorhanden:

13.04.2025

Rückzahlungsanfrage - nochmaligen Hinweis auf Spielsucht und Sperranfrage

14.04.2025

reminder an Robocat keine Rückmeldung

18.04.2025

reminder wieder keine Rückmeldung

24.04.2025

Nicht gesperrt erneute Möglichkeit am 23.04. wieder 350€ einzuzahlen.

28.04.2025

Mail von Robocat request closed

03.05.2024

Rückfrage von Robocat, warum ich mein Konto schließen will. Ernsthaft????

Diese Seite ist katastrophal. Wie gesagt. Gerne sende ich Ihnen Screenshots, wenn sie eine andere Mail besitzen. Mails an [email protected] kommen zurück.

Edit: Letztmögliche Einzahlung Heute 200€

Yesterday, May 6, 2025, RoboCat closed my account. Unfortunately, only after I received another email. The self-exclusion took 3 days. The refund request is being reviewed, and I hope for a quick response.

Amounts since February 21, 2025:

200€ 5.5.2025

350€ 23.04.2025

650€ 8.04.2025

125€ 7.04.2025

400€ 28.03.2025

Maybe you can speed things up so I can finish the topic.

Gestern den 06.05.2025 hat RoboCat mein Konto geschlossen. Leider erst nachdem ich eine andere Mail erhalten habe. Bei der vip@robocat hat der Selbstauschluss 3 Tage gedauert. Die Rückzahlungsanfrage wird geprüft und ich erhoffe mir eine schnelle Antwort.

Beträge seit dem 21.02.2025:

200€ 5.5.2025

350€ 23.04.2025

650€ 8.04.2025

125€ 7.04.2025

400€ 28.03.2025

Vielleicht können Sie die Sache beschleunigen, damit ich das Thema beenden kann.

Thank you very much, Thorsten67, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.

Thank you very much.

Dankeschön.

Today I received a message that you'll probably refund me the €1,725. I hope I get the refund soon.

I'll still comment here as soon as I receive the payout. Thank you for your effort, though. I ask that you leave the complaint open until then.

Heute habe ich die Nachricht erhalten, dass Sie mir die 1725€ wohl wieder ausbezahlen. Ich hoffe ich bekomme die Rückzahlung zeitnah.

Ich werde hier trotzdem kommentieren, sobald ich die Auszahlung erhalte. Ich danke trotzdem für die Mühe. Ich bitte darum, solange die Beschwerde offen zu lassen.

Hello Thorsten67, 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. Can you please confirm that you are happy with the refund amount proposed by the casino and will sign the waiver and provide banking details as requested by them?

I’d like to invite a representative of RoboCat Casino to join the conversation and confirm the following:

• the account has been closed
• the account has been marked as "closed due to gambling addiction, do not reopen ever" or something similar
• the player will not be able to reopen this account or register a new one with the same details
• the marketing communication via e-mail and phone will cease going forward

Thank you for your patience and cooperation in advance.

Yes, I agree to the €1,725. You're welcome to bring in a representative if that speeds things up. I'm overjoyed that this has been resolved, even if it took longer.

Ja mit den 1725€ bin ich einverstanden. Gerne können Sie einen Vertreter dazu holen. Falls dies die ganze Situation beschleunigt. Ich bin überglücklich, dass es zu dem Ergebnis gekommen ist. Auch wenn es nun länger gedauert hat.

I request that this complaint be closed as resolved. No further action is required.

Ich bitte darum, die Beschwerde als gelöst zu schließen. Kein weiteres Eingreifen erforderlich.

Dear Thorsten67,

I am very happy to hear that your issue has been resolved, and would like to thank RoboCat Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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,

Matej

Casino.Guru