The player from Germany had been waiting for three payouts for two weeks and was frustrated with the lack of meaningful support responses. After expressing his frustration, his account was blocked for self-protection reasons, further delaying the payout. The player confirmed that he received €1,500 after 14 working days and the remaining amount after a month. The player decided to mark the complaint as resolved.
RoboCat Casino - Player’s account has been blocked after payout delay.
Resolved
Our verdict
Case closed
Amount: €2,200
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
Translation
I've been waiting for three payouts for two weeks now and support is literally putting me off. I keep getting the same script as an answer, which says nothing except to wait. In the end, I relied on the terms and conditions and am now dependent on the money. I wanted to express my frustration and explained that it was a psychological burden for me not to be able to pay my bills because I trusted them. This frustration is then used to my downfall and my account is blocked for reasons of self-protection, so that I now have even less overview than I already did. Furthermore, I am certain that this will delay the payout even further. I have lost all trust in them and just want my money back, and I am happy to keep the block in place. But to wait 14 days for a payout and then be blocked for expressing frustration?! I am certain that I was blocked because support was fed up with my constant inquiries. My email has remained unanswered for four days. Form your own opinion.
Automatic translation:
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5 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino.
If the casino decided to exclude you for your protection, we might not argue for the casino to reopen your account.
Please allow me to ask you a few questions so I can better understand the situation.
- Did you achieve your current balance with the help of a bonus?
- Is your account verified?
- When was the last time you received an update regarding the payout?
If you believe you are losing control of your gambling or are suffering from any gambling-related issues, please check our guide and implement the tips and strategies found within: 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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5 months ago
TranslationI won the money through a deposit bonus. I had to wager €7,350 to be able to withdraw. According to RoboCat, no verification is necessary for me. They belong to a chain that has already paid me out, just not as Robocat. Even though my account is blocked, I write to support every day, but they tell me to write an email, which I did a week ago. My account being blocked isn't important to me; it can stay that way, but it's annoying because I've already had to wait a long time, and now I can't even check the status of my withdrawal.
Status Update: I have received the 1500€ that I had already applied for today, exactly after 14 working days. Now it is about the remaining balance of my credit which amounts to 729€.
Edited
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5 months ago
Thank you very much for the update.
We will keep this complaint open until you confirm your withdrawal has been successful.
Please keep me informed about any further developments.
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5 months ago
TranslationAfter two more emails and a two-week wait, a VIP manager contacted me, requested my personal information, and paid me the money. 725 were released for withdrawal today and paid out immediately. The payout was not split. In total, I've now waited four weeks.
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Oemer,
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,
Tomas
