The player from Italy had requested self-exclusion due to gambling addiction shortly after signing up at Robocat, but his account had remained open for over 60 hours, during which he lost an additional 650 euros. Despite his request, he had continued to receive promotional emails and offers, which led to concerns about the casino's response. After reviewing the communication, it was found that the player had not confirmed the account closure immediately after the initial self-exclusion request, effectively not finishing the process and instead deposit had been made several hours later. The account was closed promptly after the player sent another request a daay later, this time confirming the decision and having his account closed shortly after. Since no balance had been voided and the closure procedure was conducted within a reasonable timeframe, the complaint was rejected. The player was advised to use external tools like BetBlocker and block promotional contacts for further protection.
RoboCat Casino - Player’s account closure is delayed.
Unjustified complaint
Amount: €650
RoboCat Casino
Safety Index 6.5 Above averageCase summary
Translation
Good morning,
I need your help guys.
I signed up to Robocat on April 12th. I deposited 50 euros and, by pure chance, I had virtually won a large sum, around 6,000 euros.
Money that I then lost during the night between April 13th and 14th, despite myself.
Suffering from a gambling addiction, I requested self-exclusion from the site via email at 8:16 AM on Tuesday, April 14th. I didn't play any money until 5 PM while I waited for my account to be closed.
Within 9 hours they should have immediately closed my account as requested given my gambling addiction.
So I first asked the casino to close the account (Without success)
Between 5pm and 6pm I gambled a whopping 650 euros.
Despite everything, on both April 14th and 15th I received several promotions and top-up offers with bonuses both via email and SMS.
The situation is really serious.
You can't be treated like this.
I'm deeply saddened by not being able to wait and withdraw my supposed winnings, but I'm even more saddened by having lost 650 euros despite having requested immediate account closure that very morning.
I had clearly stated my problem before depositing further money.
What happened is a negative thing for me and I think for anyone with a gambling addiction.
It's not that easy to ask for help and request self-exclusion before gambling with your own money. This alone would be enough to report Robocat.
You should protect me since I sent the email at 8.16 and (unfortunately) I played my own money at 5pm.
9 hours would have been enough to close an account.
In addition to this, they continued calmly with various emails and text messages.
VERY SERIOUS THING
And yet it took them another 48 hours to close the account.
They closed the account only on April 16th, after a full 60 hours. I'm counting on your help.
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino. Please note that none of the screenshots you submitted are legible. Kindly provide us with legible screenshots or forward the original chat transcripts or emails exchanged to my email at tomas@casino.guru
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that the entire balance on your player's account was played down?
- How fast did the casino respond to your requests, and what was their approach?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
TranslationIn the meantime, I'm forwarding some screenshots.
TranslationI confirm that the entire balance has been used to play
The casino took a full 60 hours to close my account and despite my request for self-exclusion with the specified reason GAMBLING ADDICTION, they continued to send me numerous emails and text messages to encourage me to deposit.
The approach was certainly not correct and respectful.
They took advantage of it
Dear Aabbaa,
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 (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,
Tomas
Hello Aabbaa, nice to meet you!
My name is Matej, and I will be assisting you with this case. 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 possibly provide additional information regarding the issue with self-exclusion and clarify the situation? 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 all,
thank you for contacting us.
We have double checked the requests from the customer and can confirm:
-initial email closure request was made on 14 Apr 09:16 UTC(we must note that as per our T&C we can only proceed closure requests via email).
-second email was sent by the customer on 16 Apr 00:05 UTC and on this date the account was closed.
After the first email request by the customer there were no deposits made into the account therefore the refund request by the customer is insufficient.
We can confirm that the account is closed because of the Responsible Gambling reasons and all communications are now stopped.
For any further questions please do not hesitate to contact us.
Best regards,
Team RoboCat
TranslationLiars. I topped up my account on April 14th between 4:30 PM and 6:00 PM with a whopping €650.
SHAME
The email had already been sent 9 hours ago as documented with the screenshots.
TranslationAnd multiple emails had already been sent. You violated and failed to protect a player who disclosed his gambling addiction.
Thank you for the explanation, RoboCat Casino, much appreciated.
Dear Aabbaa, the casino has responded to your self-exclusion request at 10:55, asking for confirmation of the account closure. Have you responded to that message and confirmed the account closure? If you did, please upload a screenshot to this thread, or forward me the confirmation via e-mail at matej.l@casino.guru. In case you have not replied, can you please let us know why not? Thank you.
TranslationCould it be clearer?
Thanks guys
Dear Aabbaa, could you please forward me thw whole conversation at matej.l@casino.guru, please? The one that shows your request for self-exclusion, the casino's response then your confirmation of the account closure. Thank you.
TranslationI'll forward everything to you right away via email Matej
Thank you very much, Aabbaa, I have received our message and reviewed the evidence provided.
From the conversation between yourself and the support team, I can see you have requested self-exclusion on 14/04, however seems like you have not confirmed the account closure after the support staff replied back.
Next day, 15/04, you have sent another self-exclusion request, this time confirming the account closure the next day on 16/04, and your account has been closed within couple of minutes.
Either way, even if considering the 14/04 as a set date of the self-exclusion request, the account has been closed within reasonable time frame, and as per our Fair Gambling Codex and player potection rules, the procedure has been executed properly, without mistakes.
However, I have one more important question to ask - did the casino void any kind of real money balance you had on your account, at the time of the closure? If so, please let me know, as Casino Guru believes this shouldnt happen in cases of self-exclusion and gambling addiction. If no money were voided, then there is nothing more I can mediate on your behalf.
As for the refund request - I am unable to ask for a refund of anything deposited shortly after the self-exclusion request, or during the period reserved for the account closure. This is to prevent fraudulent behaviour from certain players, who might be trying to engage in so-called free betting. In no way I am insinuating this was your intent, just trying to provide context to why I will not be asking for the refund.
Please, let me know if your balance has been voided upon account closure, or if you have any further questions/issues, so I can address them before closing the complaint. Thank you.
TranslationThe balance was zero.
I'm really annoyed.
I HAD ASKED FOR THE ACCOUNT TO BE CLOSED LONG BEFORE LOADING AND LOSING 650 EUROS.
The context is wrong because I objectively kept the account open for a short time and immediately asked for its closure.
Help me guys
I promptly reported my gambling addiction and Robocat waited several days before closing my account.
I don't think your decision is right
Dear Aabbaa, to clarify the situation further, the casino is required to make several checks before account closure - regular or self-exclusion. That takes some time and since every casino operates on different procedure (some require extensive KYC to be done, some focus on other ways to verify the request) and we have to allow them reasonable amount of time to make the necessary steps.
You have requested self-exclusion at 8AM, not responded to the casino's message sent an hour later, then deposited money after 4PM.
Yet when you requested another self-exclusion on 15/04, you have not made any deposit. Afterwards. you replied with confirmation a day later on 16/04, and the account has been closed within couple of minutes. This suggests that if you confirmed the account closure on 14/04, it would be closed by 10AM the latest, before you made the deposit.
This not only shows that this casino can close an account within minutes of receiving the confirmation, but if I requested any kind of refund on your behalf, this would create a dangerous precendense as well. It would allow fraudsters to create an account, send a self-exclusion request, then quickly deposited lots of money and play. In case they win - winnings would have to be paid out before account closure. And in case of loss they would be refunded all their deposits.
Since you have confirmed no balance has been voided. and due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding.
Before you go, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
