RoboCat Casino - Player’s account has been closed but funds accepted.

Robocat – Accepted Deposits After Self-Exclusion and Later Denied Breach

This complaint concerns Robocat Casino’s failure to uphold responsible gambling obligations after confirming in writing that my account had been closed under responsible gambling measures.

On September 25, 2025, I requested immediate self-exclusion for two years.

On October 4, 2025, Robocat confirmed by email that my account had been closed for responsible gambling reasons.

Despite this confirmation, deposits totaling CAD $3,000 were accepted and processed afterward. When questioned, Robocat falsely claimed that no breach occurred, directly contradicting its own earlier message confirming the closure.

I have since sent multiple follow-up emails requesting repayment and clarification, but Robocat has ignored these and continues to misrepresent the facts.

This is not a simple technical issue. It is a breach of responsible gambling duty and an act of misrepresentation. I am asking Casino.Guru to review this case and require Robocat to:

Return the CAD $3,000 accepted after the confirmed exclusion.

Provide verified transaction records confirming those deposits.

Correct the false statement that "no breach occurred."

Confirm that my account remains closed under responsible gambling measures.

Supporting evidence includes:

• My self-exclusion email (September 25, 2025)

• Robocat’s closure confirmation (October 4, 2025)

• Their contradictory denial email (October 29, 2025)

• Follow-up emails requesting repayment

This situation clearly violates responsible gambling obligations and undermines trust in Robocat’s internal compliance process.

Thank you for reviewing my complaint.

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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.

• Have you mentioned gambling addiction as the reason for your self-exclusion in any of your requests? In the file you sent me, the stated reasons were an unfair and non-transparent environment, as well as unsatisfactory game design.
• Have you completed the full KYC verification at this casino?
• When exactly did you make the deposit you now wish to have refunded?
• When was the last time you were able to access your casino account?

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

Thank you for your message. Here are my answers for clarification:

1. Have you mentioned gambling addiction as the reason for your self-exclusion in any of your requests?

Yes. On September 25, 2025, I requested that my account be closed due to gambling-related harm. I was explicit that I wanted the account closed immediately for responsible gambling reasons, and this request was later acknowledged by Robocat.

2. Have you completed the full KYC verification at this casino?

Yes. My account was fully verified through Robocat’s KYC process.

3. When exactly did you make the deposit you now wish to have refunded?

The deposits I am seeking repayment for were made after October 4, 2025, which is the date I received Robocat’s email confirming that my account had been "closed upon your request." That message included links to Responsible Gambling organizations, clearly showing the closure was processed for responsible gambling reasons. The total amount of these deposits is approximately CAD $3,000.

4. When was the last time you were able to access your casino account?

I last accessed my account in October 2025, before it was claimed to be closed again.

Afterward, I received another email from Robocat stating that "your account has now been closed" and apologizing for the delay in response. In that same message, they claimed that no deposits were made after my closure request, which is false. Transaction records confirm that deposits continued even after the October 4 closure confirmation.

This contradiction between their own written communications and their later denial forms the basis of my complaint.

I can provide all relevant correspondence and screenshots upon request.

Please forward me all the additional correspondence and screenshots at veronika.f@casino.guru, including your email where you mentioned gambling-related harm. Thank you for your cooperation and patience throughout this process.

Hello,

Thank you for your message.

With respect, these questions appear misplaced. My self-exclusion request was already explicit and unconditional. On September 25, 2025 I wrote the following to Robocat Support:

"For my own wellbeing and to prevent further harm, I am requesting the following:

A two-year self-exclusion applied immediately.

Written confirmation that I will not be able to access or open another account during this period."

That wording clearly establishes a responsible gambling exclusion based on harm. Once an operator receives such a request, the reason cannot be minimized to a preference or dissatisfaction. The only correct action is immediate account closure and prevention of any further deposits.

Robocat acknowledged this request in writing on October 4, 2025, stating:

"We would like to inform you that your account has been closed upon your request. Our Casino is fully committed to supporting Responsible Gambling initiatives…"

They even directed me to responsible gambling resources such as ResponsibleGambling.org and Gamblers Anonymous, confirming that the closure was processed under responsible gambling measures.

Despite that confirmation, Robocat still allowed me to log in and deposit CAD 3,000 on the same account. That directly contradicts their own statement and represents a clear breach of responsible gambling obligations.

The operator’s duty was to act on my exclusion request, not to interpret or question it, and to ensure that their system could not process further transactions. I have already been fully verified, and the deposits after the closure date are documented.

Please confirm what additional screenshots or records you require to verify this, as the burden of explanation now lies with Robocat to show how deposits were accepted after a confirmed responsible gambling closure.

Please specify the exact dates when the additional deposits of 3000 CAD were made, including the individual amounts and the payment methods used.

Kindly also send proofs of these deposits to veronika.f@casino.guru.

Hi Veronika,

I have now sent you the verified screenshots, including the merchant ID numbers, payment confirmations, and exact dates. Based on these verified records, I have also provided the corrected total amount.

Please update my complaint summary accordingly.

Thank you.

Dear Luckylarry61,

Thank you for your patience throughout this complaint process. We have carefully reviewed your case internally within our team, and we have concluded that we will not be able to assist you with your refund request.

In your self-exclusion request from 25 September, you did not explicitly mention gambling addiction. You have already submitted several complaints to our website with very similar issues, and you were repeatedly informed that in order for us to request a refund of lost deposits from the casino, we must see a clear indication that the self-exclusion was directly connected to gambling addiction.

In your request, you stated that the casino environment felt unfair and untransparent, that it was impossible to win, and that you wished to self-exclude to prevent "further harm". This wording suggests dissatisfaction with the platform and a desire to move to a different casino, rather than a struggle with addiction. For this reason, we cannot conclude that the casino failed in its responsible gambling procedures when your account was later allowed to be reopened.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.

Best regards

Veronika

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