RoboCat Casino - Player's account has been closed.

The Robocat website said it would ask me for documents after I tried to log into my account and couldn’t because it was under review. Later, they said the account was closed by administrative decision. On the site, I played live casino, casino and sports. I was never a very frequent gambler and was returning to use the site after a considerable time away. I have USD 1,636 on the site, sent emails, and still haven’t received any responses. I didn’t use bonuses, only real money.

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Dear elbetor,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether the casino requested any specific documents in order to verify your account?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

When I first contacted them to ask why I couldn’t log into my account, I was told via live chat that it was related to document verification (KYC). However, when I followed up by email, I did not receive any response. On my second contact through live chat, I was informed that my account had been closed due to an administrative decision.

I only played on Robocat using my mobile phone, never used a VPN, and accessed the account exclusively through my mobile internet connection..

Dear elbetor,

Thank you for your reply. Could you please forward the documentation you have submitted prior to losing access to your account? Additionally, if you have any additional communication with the casino, could you please forward that as well? You can reach me via email at attila.g@casino.guru.

Thank you for your patience and cooperation.

I did not send any documents because they did not specify what I needed to submit. I will share the conversation with them again here for your review. However, I did receive the following reply from them:

''Dear player,

Please kindly send us an email to kyc@robocat.com

with clear photos of your ID document (both sides), a selfie of you, and another selfie of you holding the front side of your document, with the first page of the Robocat casino website visible on your computer screen behind you when you enter the site.

Thank you very much for your cooperation.

Best regards,

Robocat Team''

The problem is that I do not currently have my national ID with me; at the moment, I only have my driver’s license.

Dear Elbetor, I would like to kindly remind you that a personal ID is an essential document for the verification of your account at the casino. Without it, it may be challenging for us to proceed. Could you please share the reason for not having your ID on hand?

Thank you in advance for your reply.

I misplaced my ID during the most recent sports event I took part in. I handed it over to the team staff, and by the end of the tournament it was considered lost.

Robocat advised me that my driver’s license could be reviewed instead. I have submitted the requested documents accordingly, and I am currently waiting for their reply.

Dear Elbetor,

Thank you for your response. I would like to ask you whether you have applied for a new personal ID. If you have, have you been provided with a timeline regarding its expected arrival? Additionally, could you please provide me with the communication from the casino indicating that your driver's license may be submitted as an alternative to the ID?

Thank you very much for your cooperation.

Can you close this complaint so that I can reopen it when I update my document? I noticed that even my driver’s license has expired. I spoke to the department in my city to schedule an appointment to renew my document this Friday, but since it’s a small town, things take time here. I was informed that it may take around one and a half months to receive the new document. After that, I will verify my account. Can I come back here to mediate this issue once I have the document in hand?

We’ve closed this complaint in accordance with the player’s explicit request. .

Dear elbetor,

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

If you reconsider or feel that you would like to reopen this complaint, please know that we are always here to assist you.

Best regards,

Attila