The player from Italy found her Robocat account suspended and had provided the requested details for withdrawing her remaining balance. However, she did not receive any further communication from the casino regarding her request. The complaint was marked as resolved after the player confirmed the issue had been addressed. The Complaints Team acknowledged the resolution and offered continued support for any future issues.
RoboCat Casino - Player's account has been closed.
Resolved
Our verdict
Case closed
Amount: €230
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello, on December 8th, I noticed that my Robocat account was suspended. That same day, casino support sent me an email requesting my details to withdraw my remaining balance:
I promptly responded to their email providing the necessary information to withdraw my remaining balance:
I received a generic response saying my request had been received, but unfortunately I haven't heard anything since from the casino.
I hope you can help me recover my funds.
Thank you
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
- Have you submitted all of the information truthfully during the registration process?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
TranslationHI,
- I played slots with my balance
- I didn't use any VPN to access the site.
- Yes, I provided all the information correctly during registration.
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2 weeks ago
TranslationToday, after a very long wait, the casino finally paid my withdrawal.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear nancy74,
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,
Veronika
