RoboCat Casino - Player’s account closure request remains unaddressed.

Hallo, ich habe vor ein Paar Wochen schon um die Sperrung meines Kontos gebeten. Weil ich das Spielen nicht mehr unter Kontrolle habe. Dabei wurde nur geantwortet ob ich das wirklich will ein Paar Stunden später. Aber mein Spielzwang hat mich dann wieder dazu getrieben zuspielen. Ich habe bis dato ca 3,500 eingezahlt.

Zwischenzeitlich wurde ich nochmal geködert durch einen Anruf und Cashback..

zwischen durch habe ich nochmal um eine Sperre gebittet via Telegramm und ich wurde wieder nur an den Support weitergeleitet.

Deshalb habe ich gestern und heute nochmals 1000€ eingezahlt…

Ich habe heute nochmal und eine Sperrung angefragt im LiveChat da wurde ich wieder angewiesen den Support zu schrieben.

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Based on the provided screenshots, there is no indication of a gambling problem, which may explain the lack of urgency from the casino support team. Furthermore, our research suggests that self-exclusion at this casino is only possible via email. This may be why your attempts to close your account through Telegram and live chat were unsuccessful.

Are you experiencing difficulties managing your gambling habits, and is it impacting your daily routine?

Do you find yourself preoccupied with thoughts of gambling?

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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.

Ich habe gestern nochmals angefragt wegen einer Sperrung und mir wurde vom Livechat weitergeleitet, Screenshot vorhanden. Bis dato hab ich noch keine Antwort bekommen.

3 malige Sperrungsanfrage und doch wieder Einzahlen deuten schon in Richtung auf eine Sucht hin und da ist der Support seiner Fürsorge Pflicht nicht nachgekommen. Wie die Screenshots beweisen.

Das ist doch auch im GlüStV 2021

geregelt.

Hello,

thank you for your message.

After reviewing the email screenshots, I found no explicit mention of a gambling problem. This may explain why the casino support team did not prioritize your self-exclusion request. While the signs may seem obvious, it's important to consider that the casino processes a high volume of messages daily. Consequently, overlooking subtle indicators of addiction can occur, particularly if they are not clearly stated.

I would recommend that you send another 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 due to a gambling problem

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 casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

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,

Katarina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear player,

thank you for your email.

As I stated previously, because your self-exclusion requests did not mention a gambling problem, I am concerned about our ability to assist you in recovering lost funds. However, I can assist you with properly self-excluding from this casino site. Please follow the instructions in my previous message to send a self-exclusion email, and include me as a recipient (cc: [email protected]).

Looking forward to your reply,

Katarina

Anbei der Mail Verlauf. Es wurde explizit auf einen Selbstausschluss hingewiesen.

Der Inhalt dieser E-Mail entspricht sehr eindeutig einer Selbstausschlusserklärung für ein Online-Casino oder eine ähnliche Glücksspielplattform.

Die Punkte, die darauf hinweisen:

Klarer Wunsch nach sofortiger Kontoschließung („mit sofortiger Wirkung zu löschen zum Selbstschutz").

Begründung mit Spielsucht / mangelnder Selbstkontrolle („da ich das Spielen nicht kontrollieren kann").

Anweisung, keine Rückfragen oder weitere Werbung zu senden.

Forderung nach dauerhafter Sperrung der Kontodaten und auch des Namens sowie der Bankverbindung.

Bitte um endgültige Löschung und nicht nur Sperrung.

Diese Formulierungen decken sich mit den typischen Anforderungen für einen Selbstausschluss.

Hallo, es geht hier um eine neue Beschwerde bzw. um einen neuen Betrag. Ich hätte dazu eine neue Beschwerde eröffnet.

Diese Beschwerde mit oben genannten Daten, hat sich ja erledigt aufgrund von Detalierten Selbstausschluss. Diesen Selbstausschluss habe ich aber am 05.08.25 nachgeholt wie die Email belegt.

Leider wurde ich dann wiederum durch das Casino beworben mit Bonusen, Anrufen, Cashback. Was meine Situation verschlimmert hat und ich bis dato wieder rund 3.100€ eingezahlt habe. Somit kam das Casino der Spielerschutz Fürsorge nicht nach. Ich habe in der Mail explizit auf mein unkontrolliertes Spielen daraufhingewiesen und die Löschung jeglicher Daten. Ich habe explizit gebeten keine Werbe Anrufe und Mails zu erhalten.

Ich hoffe sie können mir weiterhelfen, da die Lizenz des Casinos (Anjouan Gaming Licensing Authority) behinhaltet ja den Spielerschutz.

Viele Grüße

hallo,

ich habe gerade eine Beschwerde Mail beim Casino eingereicht. Ihre Email hab ich ins CC gepackt. Wenn vom Casino keine Antwort mehr zurück kommt werde ich mich an die Lizenzbehörde wenden.

Viele Grüße

Hallo, das der Support hat wiederum nicht auf meinen Selbstausschluss Reagiert. Ich bin dem Ganzen nochmal nachgegangen. Wieder einmal verstieß der Support bzw. das Casino gegen die Lizenz Vorgaben.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jozef ([email protected]) 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.

Dear player,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hallo,

vielen lieben Dank, ich habe gestern eine Antwort auf meine Beschwerde per Mail bekommen. Ich werde diese im laufe des Tages an ihre EMail schicken beziehungsweise weiterleiten.

vg

Dear Jozef,

We have sent you an email and kindly ask you to check it at your earliest convenience.

Thank you,

RoboCat Team

Dear RoboCat Casino team,

I have responded to your email.

Dear Jozef,

Thank you for your input. We have replied to your email.

Dear srauschendorfer21,

After carefully reviewing your case, we have decided to provide you with a refund of the deposits made after your email of the 5th. This is in line with our Responsible Gambling policy, which requires that account closure requests be completed within 24 hours.

The total refund amount is €2,945.

In order proceed with the payment on your behalf, we respectfully request that you provide us with your bank details:

• Full Name (please include all names including middle names) :

• E-mail :

• Bank Account’s Owner name :

• IBAN/Account no. :

• Bank Name :

• Bank location (Country) :

• SWIFT/BIC :

Upon receiving your update, we will swiftly move forward with the refund amount.

You may send your bank details to [email protected] or, alternatively, post them here. Please note that if you choose to post them here, Casino Guru will ensure that they remain invisible to the public.

Thank you,

RoboCat Team

Hallo, ich habe soeben eine Email mit den Daten verfasst!

Lieber Jozef, ich habe sie ins CC gepackt.

Danke schon im voraus an das Casino Guru Team!

Rückzahlung ist soeben erfolgt und das Geld auf meinen Konto.

Herzlichen Dank an Casino Guru sowie an das Robocat Team für die schnelle Abwicklung meiner Beschwerde!

Fall kann geschlossen werden.

Vg

Dear srauschendorfer21,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jozef Krucay

Casino.Guru