The player from Nova Scotia, a Level 5 VIP, had attempted to close their account several times but had received no response from the casino, which led to an unsuccessful account closure. The Complaints Team clarified the difference between account closure and self-exclusion to the player and requested details about the closure attempts and the casino’s responses. The player later marked the complaint as resolved, and the issue was closed by the Complaints Team after confirming the resolution. The team remained available for future assistance free of charge.
RoboCat Casino - Player's account closure has failed.
Resolved
Our verdict
Case closed
Amount: C$2,200
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Level 5 vip , tried to close account several times, due to issues no response . Still failure to communicate. Account closure not successful
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1 month ago
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1 month ago
Dear Md2022,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Attila
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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 Md2022,
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
