The player from Italy reported that her account at Robocat Casino was blocked on December 7th, with her balance of approximately €220 locked inside. Although the casino requested her withdrawal details the same day and confirmed the request was processed, she had not received any updates since December 9th. The player had mainly placed sports bets and had not completed identity verification, as it was not required by the casino. After review, it was determined that the casino likely blocked the account due to detected activity related to sports betting, but due to insufficient expertise and information, the complaint could not be fairly evaluated. Consequently, the complaint was closed.
RoboCat Casino - Player’s account has been closed.
Closed
Our verdict
Other
Amount: €220
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
Hi, this robocat casino blocked my account on December 7th for no reason with the balance locked inside.
The casino sent me an email the same day asking for my withdrawal details. I promptly responded with all the information. They confirmed they had processed my request, but I haven't heard anything since December 9th, almost two weeks ago.
I don't remember the exact amount of my balance since it's been so long, but from memory it's around €220. I'd like my money back as soon as possible. I hope you can help me.
Thanks in advance.
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4 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Had you completed verification before you lost access to the account?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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.
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4 months ago
TranslationGood morning Kristina,
- I played mostly in the sports section
- I did not perform identity verification as it was not required by the casino
- I didn't play any bonus, I only played the balance I deposited
Thanks in advance
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4 months ago
Thank you for your reply, fer3na. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.
After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.
