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.

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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