RoboCat Casino - Player claims that payment has been delayed.

I have won a total of $10,000 as of 14th June 26’

It is now the 26th June and I am getting told the same automated response that they are having delays and have not seen one cent of my money.

I am only limited to $1,000 withdrawals and a total of $3,000 at one time.

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.

Dear Calforpope,

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

Ok as of 5 minutes ago 7pmNZT 26th June they have officially cancelled my 3 withdrawals. They have claimed that it was due to the provider declining the payments and nothing to do with them.

What steps do I now need to take? As I have read that this has been untrue for a few other complainants who have had the same issue occur as I am now currently going through.

Ok update. Total balance is $40k. I have submitted another $1k transfer again as of 2amNZT 27th June 26'. What information do i need to be collecting for you and the case as well

Additional update:

RoboCat has repeatedly confirmed to me that I do not need to submit KYC verification documents at this stage. I have not uploaded any KYC documents because they have told me they are not required.

I have now asked RoboCat to confirm in writing whether there are any outstanding KYC, source of funds, source of wealth, payment ownership, bonus, wagering, rollover, compliance, risk, security, or account restriction issues preventing my withdrawals.

This is important because my withdrawals were cancelled after 12 days due to an alleged payment provider technical error, not due to KYC or missing documents.

Dear Calforpope,

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.

Hi Karla,

Thank you for following up.

The issue has not been resolved yet. No withdrawal funds have reached my bank account.

The original three NZD $1,000 withdrawals, submitted from 14 June 2026 approximately 24 hours apart, were later declined/cancelled 12 days after.

To clarify, two of those withdrawals were submitted by Bank Transfer and one was submitted by card withdrawal, as I was trying to determine whether either method would process successfully. RoboCat advised that the previous failed withdrawals were caused by a technical error from the payment service provider / payment provider.

Since my last update, RoboCat has also confirmed in writing that verification is not currently required and that my account is on track.

I have contacted my bank directly to check whether any of the cancelled withdrawals reached them. My bank has confirmed in writing that neither they nor their Global Payments team can see anything inbound for me. They also confirmed there are no notes showing that an incoming payment was blocked.

My bank advised that, if the payments were sent internationally, they would need a UETR tracker number to investigate further. They explained that this would need to be obtained by the sending bank completing a trace on the payments. They also advised that if the payments were returned, RoboCat / the sender should contact their own bank or payment provider to confirm why the payments were returned.

I have also reconfirmed with my bank that the bank details I entered for the Bank Transfer withdrawal method appear correct.

Following RoboCat’s recommendation, and after also confirming with my bank, I am now submitting the new withdrawals strictly by Bank Transfer only. These are currently pending / under review:

• NZD $1,000 submitted by Bank Transfer on 27 June 2026
• NZD $1,000 submitted by Bank Transfer on 28 June 2026
• NZD $1,000 to be submitted by Bank Transfer today, once available, which would bring me to RoboCat’s maximum of three pending NZD $1,000 withdrawals at one time

For clarity, my current RoboCat real balance is approximately NZD $48,017.87. Once the third NZD $1,000 Bank Transfer withdrawal is submitted today, I expect the displayed real balance to reduce to approximately NZD $47,017.87. I will then leave the balance untouched until the three pending Bank Transfer withdrawals are reviewed and successfully completed.

The original complaint amount was NZD $10,000 because that was the initial amount I was attempting to withdraw. However, the withdrawal issue affects access to the wider real balance, subject to RoboCat’s withdrawal limits.

At this stage, I am not asking RoboCat to do anything outside its normal withdrawal limits. I am simply asking for the withdrawal process to continue clearly and for the previous cancelled withdrawals to be clarified.

Could Casino Guru please ask RoboCat to:

1. Confirm what happened to the three cancelled NZD $1,000 withdrawals;
2. Confirm whether those payments were ever sent to my bank or whether the issue occurred before reaching my bank;
3. Provide the UETR tracker number for each payment, if the payments were sent internationally;
4. Provide any available transaction ID, trace ID, ARN/RRN/SWIFT reference, payment provider reference, or provider decline/return reason; and
5. Continue processing the currently pending Bank Transfer withdrawals within RoboCat’s stated timeframe.

The new Bank Transfer withdrawals were submitted because RoboCat recommended this method after the earlier cancellations. I am providing this update so the previous cancelled withdrawals and the currently pending Bank Transfer withdrawals can be reviewed as part of the same ongoing withdrawal issue.

I have attached key evidence showing:

• RoboCat confirming verification is not currently required and the account is on track.
• RoboCat confirming the previous failed withdrawal issue was caused by a payment provider technical error.
• My bank confirming no inbound payments can be seen and that a UETR tracker number / sending bank trace is required.
• RoboCat recommending Bank Transfer.
• My current real balance.
• My current pending Bank Transfer withdrawals. (I will attach this in further evidence in next reply)

Please keep these threads private where I have attached evidence.

Kind regards,

Calvin

Here is further evidence:

Including:

1. My original declined withdrawals and time stamps.
2. My two current standing withdrawals.

Please let me know if there is any further evidence you require.

Dear Calforpope, 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?
• 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.

Karla

Hi Karla,

Thank you for your reply.

Please see my answers below:

I have not had any successful withdrawals from my RoboCat account.

The winnings were accumulated without an active bonus. My complaint relates to my real-money balance, not bonus funds.

I played casino games only. I did not place sports bets.

Regarding my communication with RoboCat, I will email the relevant evidence to you directly now, including the email threads and live chat screenshots showing the cancelled withdrawals, RoboCat’s explanation that the previous failed withdrawals were due to a payment provider technical error, their confirmation that verification is not currently required, and the current pending Bank Transfer withdrawal status.

Please let me know if you require anything else from me.

Kind regards,

Calforpope

Dear Calforpope,

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,Matej L., (matej.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

Hello Calforpope, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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 please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear CasinoGuru Team, dear Calforpope,

Thank you for bringing this to our attention.

We understand how timely withdrawals are important to our players. Please accept our sincerest apologies for any sentiments of dissatisfaction this situation may have caused. 

Kindly be informed that we have forwarded your request to our relevant department and is currently under review. As soon as we have more information, we will update you promptly.

Kind regards,

RoboCat Team

Hi Matej,

Brief update: RoboCat has now formally requested account verification documents through the Verification section of my account.

I have completed the request and submitted all documents currently requested by RoboCat, including:

• Proof of identity
• Proof of address
• Proof of bank account ownership
• Credit/debit card verification
• Proof of the payment method listed under "E-Wallet Ownership"

All five categories are now showing as "Under review" in my RoboCat account.

I have fully cooperated with the verification request and will provide any further specific documents promptly if requested.

I will update the thread once RoboCat provides the verification outcome or any further requirements.

I have provided evidence for the current status update. This was completed 4:45pm NZT Friday 10th July. Please keep this photo private.

Kind regards,

Calforpope

Dear Calforpope, thank you for the update both here and via e-mail. This is a good sign that the payment process has moved to the next stage - payment method verification. Usually, if this part goes smoothly, withdrawals should be approved and processed shortly.

Dear Calforpope,

Kindly be informed that we forwarded your request to relevant department, and we will inform you as soon as there are further updates regarding the uploaded documents.

We truly appreciate your patience and swift cooperation.

Kind regards,

RoboCat Team

Hi Matej,

Verification update from me. I have now submitted what appears to be the final verification document requested by RoboCat.

My Verification page no longer shows any individual document sections as required or under review, and no further document upload sections are currently visible on my side. Refer to my attached screenshot.

For clarity, I have submitted the requested documents for:

- Proof of identity

- Proof of address

- Proof of bank account ownership

- Credit/debit card verification

- Payment method / "E-Wallet Ownership" verification

I contacted RoboCat live chat after uploading the final document. Live chat advised that my request is under review with the relevant department and that I will be updated by email once there is an update.

When I asked for the usual review timeframe, no timeframe was provided. Could RoboCat please confirm through this thread, or directly to you:

1. Whether all requested verification documents have now been received;

2. Whether any documents remain rejected, missing, or outstanding;

3. Whether my verification is now awaiting final review / approval; and

4. Once verification is completed, whether my pending withdrawals will continue to be processed.

For clarity, I remain fully willing to cooperate with verification. I am simply trying to keep the process clear and avoid any further back and forth or repeated document resets without specific reasons.

Kind regards,

Calforpope

Hi Matej,

Further to my previous verification update, I now have an additional payment update.

RoboCat live chat has since confirmed that my account is verified from their end. My Verification page also now states that my account does not require verification.

On that basis, my previous questions about which verification documents remain outstanding appear to have been largely resolved. Unless RoboCat says otherwise, my understanding is that verification is no longer the current blocker.

However, I have now received an email from RoboCat stating that one NZD $1,000 withdrawal was cancelled. I did not cancel this withdrawal myself.

RoboCat’s email states that if I did not cancel the withdrawal, the failure may be due to a technical error with the payment service provider. The email also says that bank transfer can be used for withdrawals.

I have checked with my bank again today. My bank has confirmed in writing that they have not received any NZD $1,000 overseas payment into my account. They also advised that if the sender arranged the payment, a UETR number would be required so the payment can be located from my bank’s end.

My RoboCat Payment History currently shows two NZD $1,000 Bank Transfer withdrawals still processing. However, the newly cancelled withdrawal is not clearly showing as cancelled in the visible Payment History.

Could RoboCat please confirm:

1. Which specific withdrawal was cancelled, including the transaction ID;

2. Why the withdrawal was cancelled;

3. Whether the payment was ever sent to my bank or failed before being sent;

4. If it was sent, the UETR / trace reference for the payment;

5. Why the cancelled withdrawal is not clearly showing in my Payment History;

6. Whether my remaining pending Bank Transfer withdrawals will now continue processing, given that my account is verified; and

7. Whether any action is required from me at this stage.

For clarity, I am not cancelling any withdrawals myself and I am not asking for anything outside RoboCat’s normal withdrawal process. I am simply asking for the withdrawal process to continue now that verification appears complete, and for the cancelled payment to be properly explained.

Please keep my attached evidence private.

Kind regards,

Calforpope

Small supplementary update:

As one NZD $1,000 Bank Transfer withdrawal was cancelled and I did not cancel it myself, I have submitted a replacement NZD $1,000 Bank Transfer withdrawal.

Real balance sits currently: $47,017.87 as of 15th July 5:33pm NZT with x3 $1,000 NZD withdrawals processing.

Update as of 15th July 9:19pm NZT: I have had another of my older withdrawals decline as well. So that is x2 of the long standing withdrawals that have now cancelled.

I have kept the withdrawal method consistent as Bank Transfer, which RoboCat previously advised can be used for withdrawals.

I have not cancelled any existing pending withdrawals.

Kind regards,

Calforpope

Thank you for the updates, dear Calforpope, much aprpeciated. One possibility that comes to mind is the daily withdrawal limit of 1,000 NZD. Ensure you are requesting only one withdrawal per 24hrs as in another complaint I was dealing with recently, any requests above the daily limits were cancelled by the system and that created confusion.

Dear RoboCat Casino, since the KYC has been done, could you pelase provide a explanation of the cancelled withdrawal requests? Thank you.

Hi Matej,

Small supplementary update for the record.

The last of my three NZD $1,000 Bank Transfer withdrawals has now also been declined/rejected.

For clarity, I have kept my withdrawal requests within RoboCat’s NZD $1,000 per day / 24-hour withdrawal limit. I have not exceeded this limit with the last three withdrawals that have now been declined/rejected.

Following the latest rejection, I submitted a new NZD $1,000 Bank Transfer withdrawal yesterday 15/07 17:22pm NZT, and another NZD $1,000 Bank Transfer withdrawal today, 16/07 at approximately 20:22 NZT. Both were submitted using the same Bank Transfer method to keep the process consistent.

I have not cancelled any withdrawals myself.

As previously provided, my bank has confirmed that it has not received any incoming NZD $1,000 overseas payments during this period. This is relevant because RoboCat has previously indicated the withdrawals have failed due to the payment provider / provider rejecting the payment.

At this stage, I am simply asking RoboCat to confirm why these Bank Transfer withdrawals continue to be declined/rejected now that my account is verified, and what exact action is required from me, if any, so the withdrawals can proceed successfully.

I contacted RoboCat live chat again for clarification regarding the rejected/cancelled Bank Transfer withdrawals.

They have confirmed the withdrawal requests were cancelled by their payment provider and advised that I should continue using Bank Transfer to avoid the issue recurring.

However, when I asked whether the issue was from my side or the payment provider’s side, they advised they are currently unable to confirm the exact cause and that the relevant department is working on the withdrawal. I have attached the live chat screenshots for reference.

At this stage, my understanding is:

- My account verification is complete;

- I have followed the advised Bank Transfer method;

- I have stayed within the withdrawal limits;

- The remaining issue appears to be understanding why the payment provider is rejecting/cancelling the withdrawals and ensuring the current pending withdrawals are processed successfully. 

Kind regards,

Calforpope

Dear Calforpope,

Kindly be informed that we have forwarded your withdrawal that was requested today for expedited processing, however it was declined by your payment provider.

Our team looked into your recent withdrawal attempts that were cancelled by the payment provider to see why they were unsuccessful. Our system received error messages indicating 'Invalid account/card number' and 'Invalid creditor account.'

We would kindly please advise you to check the input data carefully and try again. If available, our team advised to also use an alternative method that you have used for previous deposits.

Thank you for your understanding and patience.

Kind regards,

RoboCat Team

Dear RoboCat Team,

Thank you for confirming the payment provider error.

My bank details have been checked and confirmed as correct. My bank has also confirmed that no payment reached them (evidence provided multiple times), meaning the issue appears to be occurring before the funds reach my bank.

To resolve this, I need RoboCat to confirm where exactly the error is occurring so I can remedy it immediately.

Please confirm the exact New Zealand bank account format your payment provider requires.

Specifically, on the withdrawal form:

1. Should the "Account Number" field include the full New Zealand bank account number, including bank / branch / account / suffix?

Or:

2. Should the "Bank Clearing System ID" contain the bank / branch number, with the "Account Number" field containing only the remaining account number and suffix?

If my verified New Zealand bank details are correct but your payment provider still cannot process them, please confirm whether RoboCat’s finance team can manually process the withdrawal using my verified bank details.

I am ready to cooperate, but I need a clear payment solution rather than repeating the same failed Bank Transfer process.

Kind regards,

Calforpope

Dear RoboCat Casino, you can send me screenshots of the error messages for evidence at matej.l@casino.guru. Also, if you can confirm whether this payment method has been used by the player in the past, and what alternatives you can offer for payment processing to speed the resolution of this complaint, that will be very helpful.

In the meantime, dear Calforpope, can you let me know if you have used this payment method before? If so, was it for depositing, withdrawals or both? Do you have any alternative payment methods at your disposal? Thank you.

Hi Matej,

Thank you.

To answer your questions: I used my registered and verified EFTPOS/debit card for deposits. That card is linked to the same bank account I am currently trying to withdraw to by Bank Transfer.

I have not had any successful withdrawals from RoboCat so far.

For withdrawals, I have only been using Bank Transfer. I have kept using Bank Transfer because RoboCat’s cancellation emails specifically say that Bank Transfer can be used for withdrawals, and I wanted to keep the method consistent.

I have now received another NZD $1,000 withdrawal cancellation email as well. I did not cancel this withdrawal myself. (Evidence attached)

At this stage, the issue appears to be that Bank Transfer withdrawals keep being cancelled, even though my account appears verified, the bank details have been checked, and I have been staying within the NZD $1,000 per day / 24-hour withdrawal limit.

I do not currently have another previously used withdrawal method available.

I am happy to cooperate with any reasonable solution, but the priority is to identify why my Bank Transfer withdrawals are being rejected before starting a new payment process.

At this stage, I would like RoboCat to confirm the actual cause of the rejection, which exact detail or field their payment provider is rejecting, and whether the existing Bank Transfer issue can be fixed using my verified bank details.

If RoboCat believes Bank Transfer genuinely cannot be processed, then I would need them to confirm the approved alternative method for my verified account and confirm upfront whether that would involve any further verification, wagering, or delay requirements.

Kind regards,

Calforpope

Thank you for the details, dear Calforpope. Seems weird that the casino keeps cancelling your withdrawal requests, however we had cases like this before, and I think I know the reason. I hope this is not such a case.

Dear RoboCat Casino, as the issue seems to be on your side, we would like to ask for the explanation and providing the player with quick options how to fix the issue, to initiate withdrawals. We are also swithcing to reduced timers, as this problem needs quick resolution. Thank you for your understanding.

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.

Dear Matej, dear Calforpope,

Thank you for your patience.

We believe that the error is stemming from 15-digit number being incorrectly put into fields. Could you kindly please resubmit your request by entering only the last 9 digits in the account number field, and the first 6 digits as the bank clearing system ID? You may leave the BIC and bank name fields exactly as they were previously entered.

Regarding the available payment methods, all available payment methods can be visible on the bottom of our page - please select your location and the website will list all the available methods for that location, for both deposits and withdrawals. Please note that a payment method must be used at least once to make a deposit, in order to successfully submit a withdrawal on it. For example, to make a withdrawal with a credit card, that credit card must be used at least once to make a minimum deposit. Please, also keep in mind that, when selecting a new payment option, double-check if the same is available for both deposits and withdrawals on the list.

We would kindly ask of you try and request a withdrawal with a different payment method or, if possible, with bank transfer as per instructions above.

Thank you for your patience and understanding.

Kind regards,

RoboCat Casino

Hi Matej,

Small supplementary update for the record.

Following RoboCat’s clarification on the required Bank Transfer format, I have now submitted withdrawals using the corrected format they instructed:

- Account Number field: last 9 digits only

- Bank Clearing System ID: first 6 digits

- BIC and bank name left as previously entered

The corrected-format Bank Transfer withdrawals submitted so far are:

1. NZD $1,000 Bank Transfer withdrawal submitted on 19/07/2026 at 00:18:56

2. NZD $1,000 Bank Transfer withdrawal submitted on 20/07/2026 at 19:58:36

I have kept the method as Bank Transfer, used the corrected format provided by RoboCat, and stayed within the NZD $1,000 per 24-hour withdrawal limit.

Given RoboCat previously advised that one of my withdrawals had been forwarded for expedited processing, could RoboCat please confirm whether these corrected-format withdrawals can now be expedited as well, as they have been submitted using the exact format RoboCat instructed?

Cheers,

Calvin

Hi Matej,

Small update — RoboCat has now confirmed that both NZD $1,000 withdrawals have been successfully processed after using the corrected Bank Transfer format.

This is positive progress, but I would appreciate keeping the complaint open for now.

I would like to wait until the funds have actually cleared into my bank account and we can confirm that the corrected Bank Transfer format is continuing to work for further withdrawals, rather than closing the complaint immediately after one processed withdrawal.

My concern is that if the complaint is closed too early and further withdrawals begin to delay or cancel again, I may end up back in the same position without the current complaint process active.

Kind regards,

Calforpope

Kind regards,

Calforpope

I would like to thank both sides for the swift responses.

Dear Calforpope, please continue withdrawing the way it works, and as with all withdrawal issues cases, I will keep it open until you confirm all the money are safely in your bank account. I will be swapping the timer your way now, let me know once it's all done or if you encounter more issues. Thank you.

Hi Matej,

Thank you, I really appreciate your help and the quick follow-up.

I will continue submitting withdrawals using the corrected Bank Transfer format that RoboCat confirmed, and I will monitor whether the funds clear into my bank account.

I’ll update the thread once the processed withdrawals arrive, and I’ll also let you know if any further withdrawals are delayed or cancelled.

Kind regards,

Calforpope

Dear Calforpope,

Thank you for your prompt update.

We are happy to confirm from our side as well that both withdrawals are completed and sent. It should take about 3-5 business days for the amount to show up in the payment method.

We really appreciate your patience, understanding and cooperation in this situation, and we apologize for any inconvenience caused.

Kind regards,

RoboCat Team

Hi Matej,

Quick update for the record.

RoboCat confirmed that two NZD $1,000 Bank Transfer withdrawals were completed and sent on 20/07/2026 at approximately 9pm NZT.

As of Friday evening NZT, no funds have arrived in my bank account.

I understand RoboCat advised that the funds may take 3–5 business days to appear, so I am not saying the payments have failed at this stage. However, it has now been approximately 4 business days since RoboCat marked the withdrawals as completed/sent.

If the funds have not arrived by Monday afternoon NZT, I will update the thread again and would ask RoboCat to provide the payment confirmation, payment reference, and UETR/trace number for each of the two completed withdrawals so my bank can locate them if required.

Separately, I also want to note that I have submitted 3 further NZD $1,000 Bank Transfer withdrawals using the corrected format RoboCat confirmed:

- Account Number field: last 9 digits only

- Bank Clearing System ID: first 6 digits

- BIC and bank name left as previously entered

My concern is that these further withdrawals do not become delayed or cancelled in the same way as the earlier withdrawals, now that the correct Bank Transfer format has been identified and used.

I am continuing to follow RoboCat’s confirmed format and stay within the NZD $1,000 per 24-hour withdrawal limit.

Kind regards,

Calforpope

Hi Matej,

Further update.

As of Monday evening NZT, the first two NZD $1,000 Bank Transfer withdrawals that RoboCat confirmed as completed/sent on 20/07/2026 have still not arrived in my bank account.

The advised 3–5 business day timeframe has now passed for those two withdrawals. Could RoboCat please provide the payment confirmation, payment reference, and UETR/trace number for each of those two processed withdrawals so my bank can locate them if required?

I have also now received confirmation today at approximately 18:19 NZT that one more of my corrected-format NZD $1,000 Bank Transfer withdrawals has been processed.

For clarity, I have continued using the corrected Bank Transfer format confirmed by RoboCat:

- Account Number field: last 9 digits only

- Bank Clearing System ID: first 6 digits

- BIC and bank name left as previously entered

I have also submitted another NZD $1,000 withdrawal tonight to my verified EFTPOS card, while remaining within the NZD $1,000 per 24-hour withdrawal limit.

So at this stage, my main concern is that RoboCat is marking withdrawals as completed/sent, but the funds from the earlier completed withdrawals have not yet arrived in my bank account. I would appreciate RoboCat providing the trace/payment references for the first two completed withdrawals so this can be properly followed up with my bank.

Kind regards,

Calforpope

Dear RoboCat Casino, could you pelase let us know what seems to be the issue with banking transfers? I was under the impression the issue has been resolved and as long as the player is using the confimed, shortened version of the bank account number, there should be no more issues. Thank you.

Hi Matej,

Small update.

I have now received NZD $1,000 into my bank account. Based on the amount and timing, I believe this is from one of the RoboCat Bank Transfer withdrawals.

Once I see further payments arrive with similar references, I will be able to confirm this more clearly.

This is positive progress, and I would like to keep the complaint open while the remaining withdrawals continue to be processed and received. My main concern is making sure the process now stays consistent and that the remaining withdrawals do not become delayed, cancelled, or returned again.

For clarity, I will continue using the corrected Bank Transfer format confirmed by RoboCat:

- Account Number field: last 9 digits only

- Bank Clearing System ID: first 6 digits

- BIC and bank name unchanged

Separately, I can see that my account has been included in the Novomatic Golden Cup tournament. I do not wish to participate in this tournament or any promotion connected to it.

Could RoboCat please remove / opt me out of this tournament and confirm that:

1. My existing real-money balance and current withdrawal requests will not be affected;

2. No tournament prize, bonus, promotional credit, or reward will be applied to my account;

3. No wagering, bonus, promotional, or tournament conditions apply to my current balance or withdrawals.

I am only trying to withdraw my real-money balance and do not want any tournament or promotion to interfere with the withdrawal process.

Kind regards,

Calforpope

Dear Matej,

Regarding the funds returned to the balance: this was for a withdrawal request submitted on July 18th, prior to our team providing updated instructions on how to process bank transfers. On July 20th, we sent the player the necessary guidelines for submitting a correct request. The subsequent withdrawal submitted on July 20th was processed successfully, and the corresponding transaction reference code has been provided to the customer.

Dear Calforpope,

Please note that one withdrawal was completed and sent today morning - the withdrawal that was requested on 21st of July. We would still kindly advise you to reach out to your bank with the bank reference code we provided above for the withdrawal that was requested on 20th of July.

Regarding the tournament, please note that this tournament is automatic, there is no exit button and it doesn't incur any additional costs beyond standard gameplay. For each 2 NZD wagered on the qualifying games, the player will earn 1 point towards the tournament leaderboard. To stop accumulating points, players just simply need to stop playing the promotional slots. The list of the slots can be found on our website, under section Tournaments -> Novomatic Golden Cup -> Terms and Conditions.

Kind regards,

RoboCat Team

Thank you for the explanation, dear RoboCat Casino, this is helpful information.

Dear Calforpope, with the cancellation issues being explained, I am switching the timer back to yourself. Please, keep withdrawing the balance as per the latest, working instrucitons, as well as feel free to check the slots eligible for the tournament, to avoid them should you not wish to participate in said tournament.

Let me know once the balance has been fully withdrawn or if more issues arise. Thank you.

Dear Calforpope,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Matej,

its safe to say the delay tactics have been successful for RoboCat. Kudos to them.

all the balance has now been gambled unfortunately.

I am still waiting for 1 $1,000 withdrawal that I would like an update on.

otherwise appreciate all your help Matej

I am sorry to hear that, Calforpope. :(

Although, I will keep the complaint open until the last 1,000 is received.

Can you please ask RoboCat for clarification on their end?

I will sum up the information we have here:

• The reason for previous withdrawal cancellations has been explained as issue with incorrect banking details being used - you have used long version of the international code while the casino is accepting the shorter ones. Once the shorter, European version of the code has been used, the payments went through.
• You have been submitting withdrawals of 1,000 NZD, which is the maximum daily limit allowed at RoboCat. Any withdrawals above this limit would be cancelled or queued up until the daily reset.
• Last cancelled withdrawals were acknowledged by the casino as the remaining "wrong code" requests.

If you let me know what is still unclear, we can ask the caisno for further details.

Thank you for the additional details, dear RoboCat Casino.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Calforpope,

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,

Matej