The player from Spain requested the closure of his account due to severe gambling problems, but the casino did not comply despite his repeated requests and communication with the management. He feared falling back into gambling and accumulating more debt. The Complaints Team concluded that they could not assist further since the player's account was closed, and no evidence of a self-exclusion request had been provided. They advised on proper procedures for future self-exclusion requests and encouraged seeking professional help for gambling addiction. The complaint was then closed.
RoboCat Casino - Player’s account closure request is ignored.
Closed
Our verdict
Insufficient evidence from player
Amount: €1,210
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Translation
Person with severe gambling problems registered in the Spanish registry of inmates.
After six months of abstaining from gambling, this casino opened its doors for me to play. I told them about my gambling problem and asked for my account to be closed indefinitely, but they didn't.
I also told my problem to the manager who contacted me from here in Spain and I also told him my circumstances.
But they won't close my account and I want to play more and more debt.
I hope you can help me.
Automatic translation:
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1 year ago
Dear janquel,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please note that according to our information, RoboCat Casino is licensed by Anjouan Gaming. I also did not find any information regarding the Spanish license in the Register of Licensed Operators.
If the casino does not operate with a Spanish license, they do not have access to the register of the self-excluded persons valid in Spain.
Could you please specify if you informed this casino of your gambling problem directly and requested to be self-excluded? If so, please forward me the account closure request at dominika.l@casino.guru.
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
Dominika
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1 year ago
TranslationHello, I informed the Spanish manager about my problem, and then I did so by email and through online support.
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1 year ago
TranslationAfter going through the hospital emergency room with self-harm and suicidal thoughts due to said relapse and the stress caused by not being able to stop playing and repeatedly warning that they would close my account and no one paid attention to me, I notified the Spanish manager via live chat, who contacted me by phone and email. On the 17th, I was admitted to a psychiatric hospital.
When I reported my extreme situation in this casino's chat on March 19, they immediately closed my account.
But a week after repeatedly requesting my indefinite closure and the reason.
I can provide you with reports and events about everything I tell you.
Surreal.
Automatic translation:
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1 year ago
Dear janquel, you have mentioned sending multiple emails requesting your account closure, but I have only received one.
Could you please forward the other emails you sent to the casino regarding this matter?
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1 year ago
TranslationI've sent them to your email.
I want to tell you that I've played in all of this same owner's casinos, and my accounts are closed in the database due to gambling addiction.
And another thing I want to tell you is that when a person asks for an indefinite closure, you just have to look and see if the person is playing day and night, it's because the person has an addiction problem.
In my case and in all cases where there is an addiction the person cannot stop playing. You know very well when the person requests the closure of the portal, they know if they want the reason for the closure, another thing is that they want to take advantage of the vulnerability of
The person with gambling addiction.
I take responsibility for my part, as I have a serious gambling problem, but these websites can't shirk their responsibility for responsible gaming by ruining people's lives by looking the other way.
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1 year ago
Dear janquel, we regret to inform you that we cannot assist with this matter. Since your account is closed, we are unable to process further actions, including refund requests. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Additionally, there is no specific mention in their terms and conditions that indicates that closing an account at one casino owned by the owner means that you cannot open an account at another casino under the same ownership. I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
