The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The Complaints Team intervened after the player reported that the withdrawal was still pending beyond the typical processing time. The issue was resolved when the player confirmed receipt of all payments, leading to the complaint being marked as 'resolved'.
RoboCat Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,250
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
1 year ago
Translation
Hello,
On March 8th and 9th, I requested three withdrawals totaling €1,250. Since then, the casino has repeatedly told me that my withdrawals are at the final stage of the approval process in the finance department.
Before these withdrawal requests, I had already requested a withdrawal from the same casino for €500, which was released within just over 24 hours.
Furthermore, I still have a balance of €2700 in my player account for which I cannot request a withdrawal, as it is only possible to request a maximum of three withdrawals at the same time.
No bonuses or anything else were used, and no verification was requested for my first withdrawal.
Best regards and thank you for your support!
Automatic translation:
Public
Public
1 year ago
Dear LarsV7,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
1 year ago
Dear LarsV7,
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.
Public
Public
1 year ago
TranslationHello everyone,
Thank you for your feedback.
Unfortunately, I still haven't received my payouts and there are no new developments.
Best regards
Automatic translation:
Public
Public
1 year ago
Thank you LarsV7 for all the information provided. I will now forward your complaint to my colleague Jana (jana.k@casino.guru), who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
1 year ago
Dear LarsV7,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite RoboCat Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
1 year ago
TranslationHello Jana,
Thank you very much for your support!
Automatic translation:
Public
Public
1 year ago
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.
Public
Public
1 year ago
TranslationHello,
The case can be closed; I have received all payments. I'll keep you updated on my remaining balance.
Thank you for your support!
Automatic translation:
Public
Public
1 year ago
Dear LarsV7,
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,
Jana
Casino.Guru
