RoboCat Casino - Player's account closure leads to a disputed refund.

Hello Casino Guru team,

I would like to file a complaint against the online casino Robocat.com.

I previously requested the closure of my casino account because I am struggling with a gambling addiction. Unfortunately, the casino did not close my account immediately, which allowed me to continue playing and losing money during that period.

After some time, the casino finally closed my account and refunded the deposits that I had lost during the time when my account should have already been closed. However, the refund amount was incorrect — it was lower than the total amount I lost due to their failure to close my account on time.

Several months later, I was finally able to calculate the exact amounts, and it is clear that the refund was incomplete. I contacted the casino, but they refused to return the remaining balance.

I would like to request your assistance in resolving this issue. I believe the casino should refund the full amount I lost after asking for my account to be closed.

Thank you for your help.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you submit your account closure request for the first time? Could you please forward the email you sent to the casino, along with the casino’s replies, to veronika.f@casino.guru?
• When exactly was your account closed?
• Could you also send me a list of all deposits made between your initial self-exclusion request and the moment the casino blocked your account?
• How much money did you receive from the casino as your refund, and how much would you have liked to have received?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I’m very sorry, but at the moment I’m unable to provide the bank statements because they are only available for the past three months. I have already requested them from the bank, but I will receive them within 30 days. Please contact the casino, as my account is blocked. The amount they should refund has been calculated precisely by me and is stated in the dispute title. The casino is not responding to my messages.

I am only asking for an honest recalculation and the return of my own money.

I have not requested the bank statement from you, this is most likely a request you received from the casino. I need other documents from you, including:

• Your account closure requests along with the casino’s replies
• A list of all deposits made between your initial self-exclusion request and the moment the casino blocked your account
• How much money did you receive from the casino as your refund, and how much would you have liked to have received?

Please send the requested information to me at veronika.f@casino.guru. Thank you for your cooperation.

I replied to the email

Thank you for your email. Am I correct in understanding that your account was closed back in March? When did you receive your refund from this casino?

Yes, but I received the refund in May

I requested a recalculation and payment. I'm waiting for a response, but nothing.

Hello Aguuuuul,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.