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

Hallo,

Ich spiele seit einiger Zeit im Robocat Casino. Seit ca 1 Jahr habe ich auf Grund von Spielsucht einen Sebstausschuss beantragt. Ich habe also eine komplette Glücksspiel Sperre, was von Robocat nicht überprüft wurde und ich problemlos ein Spielerkonto eröffnen konnte. Auch Ein und Auszahlungen tätigen konnte. Das Casino verweißt in seinen AgBs auf verantwortungsvolles Spielen. Mehrmals wollte ich bereits mein Spielerkonto löschen. Jedesmal wurde mir ein Bonus angeboten, damit ich mein Konto nicht schließe, welches ich auf Grund der Spielsucht annahm. Einmal wurde meiner Bitte auch nachgegeben. Dann bat ich um wieder eröffnung und es wurde sofort gemacht.

Ich verlore in dem gesamten Jahr über 20000 euro, welche ich nicht verloren hätte, wenn mich das Casino vorher auf mögliche Sperrungen beim Glücksspiel überprüft hätte und auch wenn sie meiner Bitte um Schließung nachgegangen wären.

Ich habe mich bei meinem Rechtsanwalt beraten lassen, welcher mir ebenfalls zugestimmt hat, das ich das Recht darauf habe, meine Verluste zurück zu erhalten.

Ich habe Robocat angeboten, mir einen Betrag von 5000€ zu erstatten und mein Konto zu schließen ( ohne Möglichkeit auf Wieder Eröffnung ). Bisher abet keine Antwort erhalten. Damit würde sich das Casino einen großen Betrag sparen, mein Konto wäre endlich gesperrt und beide Seiten ersparen sich einen Gerichtsprozess.

Robocat hat seine Pflicht mit Spielsucht umzugehen, so wie es auch in den AGB steht, mehrmals verletzt.

Ich wende mich deshalb hier nochmal an Sie.

Screenshorts im Anhang

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Dear Kathie1992,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced.

To better understand the situation and determine how we can proceed with this case, I kindly need to ask you for some additional clarification and evidence:

• You mentioned that you applied for self-exclusion due to gambling addiction about a year ago. Could you please provide all evidence related to this request, such as emails, chat transcripts, or confirmations from the casino showing that you informed them about your gambling problem or requested self-exclusion on that basis?
• Based on the materials currently attached, the only email we can see is dated September 22, 2025, in which you asked for account deactivation. In this message, there is no mention of a gambling problem or gambling addiction. Could you please clarify whether you explicitly mentioned your gambling addiction to the casino at any point, and if so, when and how?

• Please confirm the exact dates when:

you first requested self-exclusion

your account was closed

your account was later reopened at your request

• If you received any responses from RoboCat Casino regarding your requests, bonus offers, or account status, please forward those communications as well.

You may forward any relevant communication directly to petronela.k@casino.guru if that is more convenient.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Vielen Dank für die schnelle Antwort,

Ich habe eine allgemeine Casino, bzw Glücksspiel Sperre, auf Grund des Selbstausschusses. Screenshorts sende ich Ihnen zu.

RoboCat hätte es prüfen müssen, da ich gar nicht berechtigt war, an Glücksspielen teil zu nehmen.

Bei robocat wollte ich mehrmals das Konto schließen. Nach langen Reaktionszeiten wurden mir dann Bonuse angeboten, um weiter bei dem Casino zu bleiben, welche ich annahm.

Spielsucht hatte ich nicht explizit erwähnt. Jedoch hätte das Casino reagieren müssen.

Einmal wurde mein account geschlossen und paar Tage später auf meinen Wunsch wieder aufgemacht. Das hätte gar nicht passieren dürfen, laut AGB. Wenn man einmal Selbstausschuss durgefüht hat, darf der Spieler nicht mehr die Möglichkeit haben, wieder zu spielen.

Alle screenshort sende ich Ihnen zu.

Vielen Dank für die Unterstützung

Doch, ich hatte die spielsucht bereits am 10.03.2025 erwähnt und um schließung gebeten. Darauf kam keine antwort. Im mai wurde mir dann cashback angeboten, um zu bleiben. Siehe screenshorts

Dear Kathie1992,

Thank you for the additional clarification and screenshots.

After carefully reviewing the materials you provided, I need to clarify a few important points so that expectations are aligned.

First, requesting an account closure is not the same as requesting self-exclusion.

An account closure (or temporary blocking) is a standard account management request and does not automatically trigger responsible gambling measures. A self-exclusion request must clearly state gambling addiction or the need for responsible gambling protection so the casino can apply irreversible restrictions and prevent reopening.

Based on the evidence you shared:

• Your earlier messages primarily requested account closure or blocking,
• They did not explicitly mention gambling addiction or a self-exclusion request at the time they were sent,
• The casino therefore treated them as standard closure requests, which explains why the account could later be reopened at your request.

Regarding your statement that a general gambling ban existed elsewhere:

Casinos are generally not able to automatically verify external or third-party self-exclusion registers unless they are legally required to do so under a specific national scheme. In practice, the responsibility lies with the player to clearly notify the casino directly.

If a formal self-exclusion due to gambling addiction had been requested more than a year ago, there was also sufficient time to follow up, clarify, or escalate the request when no confirmation was received. Without a clear and explicit self-exclusion request acknowledged by the casino, we unfortunately cannot establish that the casino knowingly breached its responsible gambling obligations.

For these reasons, we currently do not have sufficient grounds to pursue recovery of losses in this case.

That said, if you believe there is any communication where you clearly and explicitly stated gambling addiction or self-exclusion, and which we may have overlooked, please forward it to petronela.k@casino.guru, and we will review it again carefully.

Thank you for your understanding.

Vielen Dank für ihre Antwort,

Selbstausschuss und Kontoschließung sind tatsächlich desselbe, laut meinem Anwalt. Sperrung wurde nicht durchgegührt, obwohl ersichtlich war, das ich über 10 versucht hatte, das Konto zu schließen und die Gründe dafür deutlich genug waren. Nicht jeder kennt den Begriff selbstausschuss, den lernte ich erst durch diese Seite kennen. Es gibt auf der Seite keine Möglichkeit, einen sofort zu machen, wir bei anderen Casinos und auch keine Sperre über die Seite. Dazu muss man dem Support schreiben.

In meinem Schreiben schrieb ich auch, das ich zuviel Geld und Zeit investiere, was bedeutet, das eine Sucht bereits vorliegt. Defenetiv ist es ein Warnzeichen, und darauf müsste das Casino eingehen. Einige Gerichtsbeschlüsse bestätigen dies auch. Auf meine Nachricht wurde mir ein Bonus angeboten, was eine strategische Manipulation ist.

Menschen mit Spielsucht können das nicht kontrollieren, weshalb ich aucg mehrmals versucht hatte, das Konto zu schließen.

Tatsächlich benutzte ich sogar das wort, selbstausschuss, siehe Screenshort vom 29.04.2025

Hi Kathie1992,

Thank you for your detailed response and for explaining your perspective. I’d like to clarify how we approach these cases at Casino Guru, as our role and methodology differ from that of a private lawyer.

While your lawyer may consider account closure and self-exclusion to be equivalent, in practice (and in most online casinos’ internal processes), they are not treated the same way. This distinction is precisely why misunderstandings like this happen so often.

Because the term "self-exclusion" is not consistently defined or clearly implemented across casinos, and because many players are understandably unfamiliar with the terminology, we at Casino Guru always strongly encourage players to explicitly state that they have a gambling problem or addiction when requesting an account closure. We do this for one key reason: it leaves no room for interpretation and obliges the casino to apply responsible gambling measures immediately and irreversibly.

We fully understand—and acknowledge—that:

• Not every person who asks for account closure has a gambling addiction
• Admitting a gambling problem is not easy, emotionally or personally
• Statements such as "investing too much money and time" can indeed be warning signs

However, in complaint resolution, we must work with what can be clearly and provably established from the communication at the time it was sent. Casinos often treat general statements about time or money spent as dissatisfaction or a budgeting concern unless gambling addiction or self-exclusion is stated explicitly.

Regarding the bonus offer you mentioned: if it was made after a clearly stated self-exclusion request due to gambling addiction, that would indeed be a serious concern. That is why the timing and wording of each message are critical for our assessment.

Our approach is evidence-based and case-specific. We are not dismissing your experience, nor are we suggesting that your concerns were not genuine. We simply need to apply a consistent standard that allows us to determine when a casino can be considered to have knowingly failed its responsible gambling duties.

If there is any additional communication—especially where gambling addiction or self-exclusion is clearly stated and acknowledged by the casino—please do forward it to petronela.k@casino.guru, and we will reassess the case carefully.

Thank you for your understanding.

Habe Ihnen Screenshorts mit der Bemerkung geschickt.

Würde Ihnen gerne noch den Verlauf der Einzahlungen durchschickt, mein Koto wurde aber auf Grund der Überprüfung bon RoboCat geschlossen. Hatte mich auch an Robocat gewandt, aber noch keine Rückmeldung erhalten, auf meine Nachricht mit den Screenshorts als Beweise.

Hätte das casino am 31.03 meinen account auf meinen Wunsch:

"Ich möchte bitte einen sofortigen Selbstausschuss, weil ich zuviel Geld und Zeit investiere" gesperrt, wären alle weiteren Verluste gar nicht enstanden.

Weiterer Versuch mit Selbstausschuss wurde am 30.04. Übersandt. Daraufhin wurde mir am 01.05 ein bonus angeboten, obwohl es offensichtlich ersichtlich und deutlich kommuniziert war, das ich ein Suchtproblem habe, nur damit ich weiterhin bei diesem casino bleibe.

Empfangsbestätigung vom 31.03 gibt es ebenfalls. Darauf bekam ich aber keine Antwort und auch keine Sperre vom Casino. Screenshorts alle beigelegt.

Hi Kathie1992,

Thank you for the additional explanations. I can see how frustrating this situation is, and I appreciate the effort you’ve put into collecting and sharing the screenshots.

However, after reviewing all the information one more time, I need to clarify our position and next steps very clearly.

How to Properly Request Self-Exclusion

For future reference — and to avoid this situation at other casinos — a responsible gambling / self-exclusion request must be communicated clearly, in one statement, for example:

"I have a gambling addiction. I request permanent self-exclusion with immediate effect. Please block my account and confirm in writing. I must not be able to reopen it under any circumstances."

This wording does three things:

1. Identifies gambling addiction
2. Activates responsible gambling obligations
3. Removes any option for voluntary reopening

This is the standard that allows us to intervene effectively.

Why We Are Unable to Help Further

Statements such as "closing my account" or "investing too much money and time" show discomfort, but they are not enough on their own to establish that the casino knowingly ignored a responsible-gambling request.

Because of this:

• We cannot prove that the casino intentionally violated a confirmed self-exclusion request at the time it was made
• We do not have a clear basis to request a refund of losses retroactively

For these reasons, we are unable to take this case any further through our Complaint Resolution Center.

This does not mean your experience is invalid, or that your concerns are not real. It only means we cannot pursue mediation or pressure the casino under our current standards of evidence.

Final Recommendation

To protect yourself going forward, please send this message to RoboCat immediately:

"I have a gambling addiction. I request permanent self-exclusion with immediate effect. Please close and block my account now. I must not be able to reopen it. Please confirm in writing."

This protects you and creates a clear record.

Thank you for your cooperation and for sharing your situation openly.

I truly hope the next steps bring you clarity and closure.

Dear Kathie1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hallo,

Vielen Dank für Ihre Antwort.

- Das Casino schickte mir eine Bestätigung, das meine Bitte um Selbstausschuss auf Grund von Spielsucht einging. Antwortete jedoch nie darauf. Das ist meiner Meinung nach, Beweis genug, das es bewusst ignoriert wurde.

- Meine zweite Bitte um Selbstausschuss ( das Wort ist deutlich genug ) wurde zwar beantwortet, jedoch wurde mir ein Bonus angeboten.

- aktuell ist mein Konto in Überprüfung. Ich habe Robocat darum gebeten, mir einen Auszug meiner Ein und Auszahlungen zu schicken, damit mein Anwalt sich um weiteres kümmern kann. Diese habe ich bis heute auch nicht bekommen. Lediglich nur eine Nachricht, das alles sorgfältig überprüft wird.

Ich werde weiterhin ignoriert. Zu diesem Auszug ist Robocat jedoch verpflichtet. 1x jährlich kann ich mir diesen kostenlos holen. Da mein Konto ja überprüft wird, kann ich meinem Anwalt nicht einmal den Zahlungsverlauf vorlegen.

- Ich habe kürzlich geschaut, ob es weitere Fälle mit Robocat gab und konnte einige finden.

Auch auf Ihrer Seite hatte ein Spieler genau desselbe Problem, wie ich. Bekam sein Geld dann auch zurück. Mir ist auch nicht bekannt, das er andere Wortwahl nutzte, wie ich.

Wenn das Casino einfach nicht antwortet, auf einige Nachrichten, was gibt es dann für ein besseren Beweis, das die Nachrichten ignoriert werden?

Dear Kathie1992,

Thank you for your message and for the additional explanation.

Before we can determine any next steps, I need to clarify one important factual point that is currently missing from your replies:

• Is your RoboCat account currently open, or has it already been closed / permanently blocked?

Regarding the statement of deposits and withdrawals you mentioned, I also need to clarify our role:

Casino Guru’s Complaint Resolution Center does not assist with obtaining deposit or withdrawal histories for legal or court purposes, nor can we compel a casino to provide such statements for a player’s lawyer. Matters related to legal proceedings, evidence collection for lawsuits, or enforcement of statutory rights fall outside the scope of our mediation services.

I would also like to address your comparison with other complaints you may have seen on our website. Please note that no two cases are the same. Each complaint is assessed individually based on the exact wording, timing, and content of the communication, as well as the supporting evidence exchanged privately between the player and the casino, which is not publicly visible. For this reason, reviewing or comparing your case to other users’ complaints is not a reliable way to assess the outcome, as you do not have access to the full case files or internal correspondence.

Once you confirm whether your account is currently open or closed, we can determine whether any further review from our side is possible within the scope of the Complaint Resolution Center.

Thank you for your cooperation.

Mein Konto ist weiterhin nicht geschlossen, sondern nur in Überprüfung.

Ich bekomme auch keine Antworten.

Weder auf meine Beschwerden, noch auf Kontoschließung, noch auf die Forderung oder den Auszug ein und Auszahlungen.

Hi Kathie1992,

Thank you for your message. I’m sorry for replying only now and for the one-week delay.

At this point, I need to clarify one very specific and decisive point, as it is essential for determining whether we can take any further steps in your case.

Self-exclusion request – clarification needed

Earlier (25.12.2025), I explained what constitutes a proper self-exclusion request based on a gambling problem, and why the exact wording matters.

Please confirm the following:

1. Did you send a clear self-exclusion request that explicitly mentioned a gambling problem?
2. If yes, did you receive any written confirmation or response from RoboCat acknowledging this request (email, live chat transcript, or message)?
3. If not, I strongly recommend that you send such a request immediately, clearly stating the gambling problem and requesting permanent self-exclusion, and ask for written confirmation.

This clarification is crucial. If a proper self-exclusion request was never clearly submitted, or if there is no confirmation that the casino acknowledged it, we unfortunately cannot treat the situation as a confirmed responsible-gambling breach.

Thank you for your cooperation.

Ja, das habe ich. Mehrmals. Screenshots in der Email. Die Bestätigungen bekomme ich jedesmal. Bisher wurde mir 2 mal geantwortet. 1 mal das mein Fall sorgfältig überprüft wird und das andere mal, das es an zuständige Abteilung weiter geleitet wird.

Ansonsten werde ich ignoriert.

Konto ist in Überprüfung.

Egal in welcher Form ich es formulieren, es passiert nix.

Werde auf keinen Fall irgendjemanden empfehlen, dort ein Konto zu eröffnen.

Nach sorgfältiger Recherche stieß ich auf viele solche Fälle hin und das Casino antwortet ebenfalls einfach nicht.

Hello Kathie1992,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela 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 Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kathie1992,

Thank you for sharing the screenshot and for your explanation. I have reviewed the content carefully and would like to clarify how this affects the assessment of your complaint.

Regarding the request dated 31.03.2025:

Based on the wording visible in the provided material, this request does not qualify as a formal self-exclusion due to a gambling problem. While it expresses dissatisfaction and concerns about time and money spent, it does not clearly and explicitly state a gambling addiction, loss of control, or a responsible-gambling self-exclusion request in a way that would obligate the casino to immediately apply self-exclusion measures.

Such wording is typically treated as a general account or access request rather than a responsible-gambling declaration.

Regarding the request dated 30.04.2025:

At this time, we do not have verifiable evidence showing how this request was worded or communicated. Without seeing the exact text used, we are unable to determine whether it met the criteria for a responsible-gambling self-exclusion request.

To proceed further, I therefore need to ask you the following:

• On which exact date was the email shown in your screenshot sent?

• Please forward the original email to my email address, rather than screenshots. This is necessary so we can verify the wording, date, and context accurately.

Please understand that our assessment must be based on verifiable, written evidence.

Once this information is provided, I will review it carefully and update you on the next steps.

Dear Kathie1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru