The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The delay had been due to pending Level 2 verification requested by PlayID after 19 days, which the player completed. The casino had initially claimed withdrawals were paid, but no funds had been received by the player, and the verification status had been unclear. After intervention by the Complaints Team and communication with the casino, the withdrawals were confirmed as paid, and the player subsequently marked the complaint as resolved.
RoboCat Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Hello dear team, on January 28th and 29th, 2026, I requested withdrawals of €500.00 each. The withdrawals were immediately credited to my PlayID account. I opened a player account with RoboCat through PlayID. I am aware that PlayID is a virtual payment service provider. Since PlayID is not processing or disbursing the funds – specifically, my winnings from RoboCat – I have repeatedly asked RoboCat to provide me with proof of an actual payment to PlayID.
The proof of payment should also assure me that PlayID "simply does not pass on" the funds.
All deposits and withdrawals at various online casinos via PlayID have been completely trouble-free so far. Only this casino is having problems. It was my first win/withdrawal at RoboCat. Verification is automatic with PlayID. I hope you can help me find proof of both €500 withdrawals to my PlayID account. Thank you in advance. Best regards.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear KatjaM,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
Dear KatjaM,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
TranslationGood morning, no. We haven't received any payment to date. Unfortunately.
LG
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2 months ago
Dear KatjaM, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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2 months ago
TranslationHello dear team,
Yesterday, 19 days after requesting a withdrawal, I was asked by (mind you) PlayID to submit Level 2 verification. The following documents were requested:
- Proof of address, such as a utility bill, bank statement, or other official document. The document must include your full name and current address and must not be older than 180 days.
- Proof of account ownership as a PDF file containing the names of the account holders.
- Double-sided copies of the card *****, showing only the first 6 and last 4 digits, the expiry date and the cardholder's name.
- The transaction history of the bank account ending in ***** for the period from 30.01.2025 to 30.1.2026 as a PDF file.
- A selfie showing your identity card or passport, with our website in the background.
I submitted everything by email yesterday.
The really important/curious point: this morning I finally received a response from the RoboCat complaints department to my request for "proof of the payments actually made to PlayID":
Dear Katja, thank you for your reply and your patience. We would like to inform you that your withdrawal request is currently being reviewed. Please note that your account must be verified in order to release the withdrawal. We therefore ask you to upload all requested documents to your profile.
Once your account is verified, your withdrawal will be completed. We hope this helps. Sincerely, your Robocat Team
My RoboCat account shows "no verification required." However, since my account was registered via PlayID, it seems they're referring to the required PlayID verification. RoboCat's response indicates they haven't processed any withdrawals yet. This contradicts their emails of January 28th and 29th, 2026, stating they had successfully paid out €500 each time.
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1 month ago
TranslationI would like to add that verifications are correct and important.
But that has nothing to do with fair play:
- Payment requests will remain unprocessed here for 19 calendar days.
- Only then will documents be requested for reverification.
- Now another waiting period begins for the review of the documents – the duration is uncertain.
Today marks three weeks since the withdrawal requests were submitted. There is no justification for the delay of day 1 to 19. By reviewing the documents, the casino is once again creating an uncertain period before the withdrawal requests are even processed.
After so much time, apologies are worthless.
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1 month ago
Dear KatjaM,
Thank you for your detailed update. To proceed, I still need to clarify a few points:
- What is the exact current status of both €500 withdrawals in your RoboCat account? Please provide a screenshot of your withdrawal history.
- Did RoboCat provide any transaction ID or proof that the funds were actually sent to PlayID? If yes, please share it.
- Has PlayID confirmed in writing that they did not receive the funds? If so, please provide a screenshot.
- Were your €1,000 winnings obtained with or without an active bonus?
These details are essential for us to properly assess the situation.
Karla
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1 month ago
TranslationGood morning Karla,
Here are my answers to the questions:
- What is the current status of the two €500 withdrawals in your RoboCat account? Please send us a screenshot of your withdrawal history.
I'll send it by email
- Did RoboCat provide a transaction ID or proof that the funds were actually sent to PlayID? If so, please share it.
Only confirmation by email - the request for precisely this proof has so far been made, despite
RoboCat has not responded to multiple requests - I have already sent several emails in response to the correspondence.
- Has PlayID confirmed in writing that they have not received the funds? If so, please send a screenshot.
I had already forwarded the email containing this information to you by email.
- Was your €1000 win achieved with or without an active bonus?
Bonus in the background = real money; bonus was cancelled before withdrawal request; one request
This only works if the bonus is cancelled.
I will send everything again in one email.
Kind regards, Katja
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1 month ago
TranslationBrief addition: in the RoboCat account, they are listed as "Completed", which was also confirmed by email.
PlayId: open;
I had already submitted the screenshots via email.
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1 month ago
TranslationPerhaps you could have a representative from RoboCat join us here.
The withdrawal requests were submitted almost 4 weeks ago and despite asking, I have not received any current information on the processing status.
Furthermore, I was informed that the payments had been made, even though it is now well known and confirmed that this has not happened. Thank you very much.
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1 month ago
TranslationI received an email from the Robocat complaints team today.
It informed me that I should submit documents for verification.
This already happened on February 16, 2026, and an investigation has been ongoing ever since. The response shows that the casino is not addressing the complaints at all and is giving dismissive answers without any internal review.
However, this also means that the matter, which has already been dragging on for 4 weeks, is not being addressed at all.
I really need your help with this. I've exhausted all my options. Best regards.
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1 month ago
TranslationPerhaps someone here can shed some light on this. I was just asked by RoboCat to upload my ID card and a selfie with the website open to my RoboCat account.
If they had already paid out to PlayID, a subsequent verification without requesting a new withdrawal would be pointless. The same applies to the restriction of my gaming account.
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1 month ago
Dear KatjaM,
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, Martin, martin.l@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,
Karla Mayfly
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1 month ago
Hello KatjaM,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the RoboCat Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? Thank you in advance for providing us with your view of the issue.
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1 month ago
Hello everyone!
Dear KatjaM,
We would like to kindly inform you that your account has been verified successfully.
Moreover, we are checking the matter with our relevant team regarding the withdrawals and we will have updates for you as soon as possible.
Best regards,
Robocat Team
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1 month ago
TranslationGood morning,
You informed me by email yesterday that you have paid out to PlayID.
I can't confirm that yet. I still haven't received any money, five weeks after submitting my application. Best regards.
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1 month ago
Dear casino representative,
thank you for your response. We will now be awaiting your updates.
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1 month ago
Dear KatjaM,
We had information from the relevant team that your withdrawals have been paid.
Best regards,
Robocat Team
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1 month ago
Dear RoboCat Casino representative,
thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until KatjaM confirms his withdrawals have been paid out.
Dear KatjaM,
could you please confirm whether your funds have been successfully paid out now?
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1 month ago
TranslationDear team, I can confirm that the money was received today.
Thank you very much for your efforts and support.
LG
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear KatjaM,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martin
