RoboCat Casino - Player's account closure request has been ignored.

I have faced a problem with the robocat casino while I had requested exclusion and I thought it had been closed due to addiction, I had emphasized this more than once and other times in the past, they ignored me normally until I lost about 2000 euros yesterday without being able to control myself because I am sick, it is really unfair, criminal and anti-commercial to have such behavior towards the customer, in any casino I have requested exclusion due to addiction, I did not have a problem only with robocat, it is unfair that there is not even the minimum protection of the player from this bad addiction, you will see it in the attachment that I sent you on June 16 I desperately requested closure due to gambling addiction and they wrote me, these 2000 euros were taken unfairly and I will act in any way legally I can, thank you I also have another older file with a request for closure and they wrote to me again.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino.

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you please specify when was the frist time you asked the casino to protect you from further gambling?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is still open, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RoboCat Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@robocat.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

If you have issues with a self-exclusion from other online casinos, first, I would recommend you check and use our Self-exclusion assistance tool: https://casino.guru/global-self-exclusion-initiative/assistance-tool

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good evening, finally today they closed my account while I was talking in their chat and they kicked me out of the conversation while I was making my complaints, really sad, now it's too late, I've lost about 2000 euros completely unjustly. They let me make a deposit, how much yesterday on July 7th and this resulted in me losing this amount, while on June 16th as you saw in their screenshot I had declared the reason for closing my account due to addiction, and they didn't even send me a message back to confirm that I really want my account closed, they simply ignored me, extremely criminal, and irresponsible towards the customer, I have sent two other messages in the past, one on February 27th and another on April 27th in which I declare a serious addiction again, I don't remember if they sent me back for confirmation then in those but definitely in the recent one on June 16th and almost a month has passed months since then they haven't sent me confirmation of closure. Look sir, I've played in too many casinos as an addict, believe me I know what's going on, I didn't face any problems with anyone in the exclusion, I just sent them that due to addiction I want it to close quickly and they did it very quickly, it's not possible for me to inform them, I've sent in the past where I declare a serious addiction, there are so many signs, I think it's closed and they're making fun of me in my face, no, guys, especially the last e-mail on June 16th, they're unjustified!!! It should be closed from the first message I send them, after all. I've of course sent them a complaint by e-mail about this very subject and they wrote to me as they did before, and God knows if they'll ever answer me. I'm uploading the screenshots as proof, one thing is this which I have already uploaded to you on June 16th and the other is February 27th and April 27th. I have truly never felt a greater injustice in my life. This money has been taken unfairly. Instead of helping us, they are looking to harm us.

Thanks for the detailed explanation and the update.

Could you please forward the emails from February and April so that the recipient and the sender of the emails are identifiable? Forward the emails to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Mr. Tomas, I have forwarded your e-mails, and I am waiting, thank you very much. I would only ask that if possible, the information not be publicly visible. If it is easy from the screenshots, I hope only you and I can see them.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), 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.

I hope so, Mr. Thomas, because I am outraged by the addiction and exploitation by betting companies. They no longer protect the player. They only look to take money. I hope my voice is heard because it is something I am 100% entitled to. I have valid evidence that I have been wronged to the maximum and I will not let it go like this. I hope I do not get to the point of pulling it and I hope the company does not show irresponsibility and we can find a solution together, whatever it is. Thank you for your help.

Dear masta93,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from RoboCat Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear RoboCat Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Good evening, I am in contact with Robocat casino and we will probably resolve the issue. I will inform you when it is resolved and if so..thank you very much

Dear masta93,

We will inform you regarding the case as soon as possible.

Thank you so much for your patience and your cooperation.

Best regards,

RoboCat Casino team

I'm already talking to you via email, I don't know if you're the same person, so there's no need to talk further for now. Robocat support is keeping me informed and helping me. I'm just waiting for news via email. It's been a few days. Please keep me informed via email in the conversation we're already having. Thank you.

Dear masta93,

I’m glad to hear that you’re in contact with the casino and that it seems you’re moving toward a satisfactory resolution. As you mentioned, please keep me updated on any developments.

Should you encounter any issues along the way, don’t hesitate to reach out - I’ll be happy to assist in addressing the situation.

Thank you for keeping me informed.

Good evening, okay, the problem has been solved, with constant communication with Robocat casino and with their help we found the solution. Thank you very much for all the help you provided, and may you and Robocat casino be well.

Dear masta93,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo