RoboCat Casino - Player claims that payment has been delayed.

Hello I’m writing today because I have won a fair chunk of money from Robocat and they are refusing to pay me. It’s been nearly six days I have three pending withdrawals of 750 and I keep getting the same response from there support team. I have put lots of money into their site over the last year and half never had a problem with one withdrawal now all of sudden I hit big they don’t wanna pay out

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 Ruen92,

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

Okay thankyou very much, I’ll wait that time.

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

Dear Ruen92,

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,

Attila

We’ve reopened this complaint at the request of Ruen92.

Dear Ruen92, do you have any updates in relation to this complaint?

Yeah I got screenshots. whatever you guys need but yeah still waiting for my withdrawals from the 16th. Support told me so many different things. Never had a problem when I got withdrawals and had nothing left in my account afterwards. They obviously don’t want people to win. Seems like they don’t have the financials to even pay people. I’ve taken no bonuses my account says it’s all good and support even says in emails everything looks good. But yeah nothing

Hey is anyone there?

I still haven’t been paid from Robocat.

withdrawals from the 16th and 18th

I currently have 3 withdrawals pending totalling the amount of $2250 previous to these withdrawals I received 2 in the normal timeframe the amount of $1500

i still have to this date 5k I also need to withdraw. Like I have seen in other complaints you can’t make the withdrawal limit monthly of 10,500 because they just stall payment and make you get them in $750 withdrawals 3 at a time. It’s mega stalling, I’ve also contacted support this morning and they sent me an email to upload documents for verification but my account says it does not need to be verified. I also got another email again saying my payment are coming after that email so I emailed Robocat back saying what’s the go I want a concrete answer if I need to upload documents or not because you are sending me 2 different emails that say the opposite. I also can’t upload documents.

Dear Ruen92, thank you for the information.

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

• Have you received a confirmation from the casino whether the uploading of additional documents is needed?
• Could you please confirm how much do you currently need to withdraw in total?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

No I have not been given any confirmation on if I need to supply verification. Support said my account looks good and even my account says no verification required. I need withdraw a total of $7250

I also asked support if I needed to upload verification because they give me 2 different answers and I get this reply.

They are stalling, I’ve withdrawn from Robocat heaps of other times and never had a problem I can send you my withdraw history if you like. This is the first time I’ve hit big on this site and I’ve been playing for over a year, I’ve deposited thousands of dollars.

Update: Robocat just loaded my profile with the verification stuff so I uploaded it all perfect so we will wait to hear from them I guess

Dear Ruen92, thank you for the information. Please let us know of any further developments.

So I uploaded all documents, now they reckon they want my bank proof in PDF format even though there site says screenshots accepted. I’ve uploaded in PDF format so will wait and see.

update: I have not been verified yet I used a screenshot for proof of account verification and they said they don’t accept it even though there site says screenshots accepted. I’ve provided the pdf they wanted 48hours ago, also messaged support asking what’s going on now there telling me it will take 3-5 business days to look at one part of verification even though there site says 24-48 hours, I can’t wait to get my withdrawals and be done with this casino

Dear Ruen92, thank you for the update. Please let us know whether the uploaded documents have been approved by the casino.

Thank you in advance for your reply.

Document still hasn’t been approved by Robocat. Thanks

I still have not been reviewed, only one document I sent them the pdf last Thursday and still nothing. They keep telling me to send the pdf but I already have.

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

Hello Ruen92,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. First of all, i would like to strongly encourage you not to play your balance any further at this point. I would also 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? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Ruen92 can expect his withdrawal to be processed? Alternatively, is there an issue with the verification process? Please let us know how to proceed.

I Have not played any balances and won’t be until the matter is sorted out. Thanks Martin

They have made me do the proof of bank ownership again. I’m getting over this site. It’s shocking. I uploaded pdf format last week now they have made me do it again just so they get another 5 days. I won’t be playing my balance so they can play me around all they want. Horrible casino if anyone is reading this

Are you able to get Robocat in here and find out the reason why they have made me re-upload my proof of bank account ownership! I understand the first time I sent a screenshot but last Thursday I sent the pdf and it’s as if knowone even looked at it. Now this Thursday they make me reupload it again the same file. They don’t tell you anything, communication is poor. There live chat never works. You get the same automated emails.

Hello Ruen92,

we have already contacted the casino representative who can hopefully give us more information about the matter. I understand your frustration, but all we can do now is wait. Please note, that all of your communication is noted, not ignored.

Thankyou.

Thankyou Martin.

It’s not frustrating it’s more to the point feels unfair, they take your deposit quick. as but then when they have to pay you it’s always an issue. I literally have an issue I’ve screenshotted where I’ve won 78 dollars after all this on a game called trump mania it froze and they still haven’t fixed that to the point I couldn’t be bothered chasing it up

There’s like 120 complaints about delayed payments from Robocat and there index is still at high. You get your money faster from less reputable casinos

Oh and also there vip system is shot man I was nearly vip 3 then I withdrew and they put me back to a level one vip

So what to be a level 3 vip you just got to keep dumping money in the casino and losing, that’s a scam in itself. You can’t expect people to just loose all the time. Vip level 4 gives you more withdraws but you wouldn’t even be able to get there, just like there monthly withdraw limit of 10,500 you can’t even reach that, because the withdrawals are so slow. One withdrawal at $750 dollars every 24hours then each of them is three days and your not payed the next one until 24 hours after the first.

update: so I’ve just been verified and payed one of my $750 withdrawals I will close the case as soon as I am payed a further 5 payments over the next 5 days excluding weekend I understand, obviously they are reading these messages so yeah.

Might even start trusting them to keep playing there.

Hello Ruen92,

I am happy to hear things are moving in the right direction. I will of course leave this complaint open until you receive your funds. I would also like to ask you not to play your balance any further at this point in time, and withdraw the funds first.

thanks Martin yes I will not touch my account I withdrew another 750 that’s all but I refuse to play myself until I receive the funds

Dear Martin,

We were waiting for our customer’s documents to be verified, and they have now been approved.

We’re pleased to inform you that we are now processing the client’s withdrawal request.

It has been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Once it is completed we will reply back.

Thank you for your patience and understanding.

Kind Regards,

RoboCat Casino Team

Update: Robocat has rectified the problem I now only have a balance of $1250 the withdrawal have been quick, got 3 in payment last night. More then happy to close the case now Martin

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

Dear Ruen92,

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