RoboCat Casino - Player’s account closure was delayed.

Dear Casino Guru Team,

I would like to file a complaint against Robocat Casino regarding their failure to act on my repeated requests for account closure due to gambling-related concerns.

I first contacted the casino on 26 May 2026, clearly asking them to close my account. As I did not receive a proper response or an immediate closure, I contacted them again on 27 May 2026, repeating my request in clear terms.

When my account was still open, I sent a third request on 29 May 2026, again asking for my account to be closed.

Despite these repeated and unambiguous requests, Robocat Casino did not close my account until the evening of 30 May 2026.

During this period, my account remained fully accessible, allowing me to continue depositing and gambling. This would not have been possible if the casino had acted promptly on my first request.

I have copies of all emails sent on 26, 27, and 29 May, as well as the casino's confirmation that my account was finally closed on 30 May.

I believe that a responsible gambling request should be handled without unnecessary delay, especially when it is repeated several times over multiple days.

I respectfully ask Casino Guru to investigate this matter and request that Robocat Casino refund the deposits I made after my first self-exclusion request on 26 May 2026, as these losses occurred only because the casino failed to close my account in a timely manner.

Thank you for your time and assistance.

Kind regards,

Elis ****

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Dear elvi97;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

• Is there any previous communication between you and support suggesting that the casino should have protected you from depositing and playing?
• If there is any further evidence to support your complaint, forward it to my email at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

Dear elvi97,

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.

Guten Tag, danke für ihre Nachricht.

Ja, wie schon oben geschrieben habe ich am 26. Das erste mal geschrieben das sie meinen Account löschen sollen.

Am 27. Habe ich wieder geschrieben das ich wieder geld einbezahlt habe und sie mich endlich löschen sollen und das geld mir zurückzahlen sollen.

Am 29. Habe ich es klar und deutlich geschrieben, nachdem ich wieder einbezahlt habe, das sie mein Account sperren sollen, da ich ein Problem habe und immer wieder einzahle.

Thanks for your patience.

I went over the communication you provided. According to my observation, you informed the casino of your gambling issues in your email on May 29th, and the casino closed your account the next day. From our perspective, the casino acted correctly to protect you within a reasonable time. We believe that the casino is obligated to protect players from further gambling when they inform them of their gambling issues.

Please let me know if there is any instance where you informed the casino earlier of your gambling issues, and provide evidence. My email is tomas@casino.guru

Looking forward to your reply.

Dear elvi97,

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.