The player from Spain reported a serious breach of responsible gambling rules by RoboCat casino and requested a refund of €700 after her account was permanently closed on September 25th. Despite the closure, she continued to receive unsolicited communications that contributed to her gambling relapse, prompting her to seek an investigation into the casino's actions and the removal of her data from promotional databases. The complaint was resolved after RoboCat Casino agreed to refund €1,100, including deposits made after the account was reopened without her consent. The refund process was confirmed by the casino, and the funds were successfully received by the player. The case was closed with recommendations provided to the player for responsible gambling protection.
RoboCat Casino - Player's account has been closed but still receives promotions.
Case closed
Amount: €1,100
RoboCat Casino
Safety Index:Above averageCase summary
Translation
I am filing this dispute to report a serious breach of responsible gambling rules by RoboCat casino, and to request a refund of deposited amounts.
I had a RoboCat account and, due to issues with the game, I requested its closure. On September 25th, I received written confirmation that my account was permanently closed. I have a copy of that confirmation.
Despite this, even after the casino's closure, I continued to receive phone calls, emails, and promotional messages. I tried to stop these communications by blocking emails, marking them as spam, and ignoring calls, but without success.
In one of these emails, I was offered a €100 bonus, which I accepted, although it was never credited to my account and it was never officially reopened. However, the promotional messages continued.
This persistent contact following a permanent closure had a direct negative impact on my gambling addiction. I believe that basic obligations regarding responsible gambling and the protection of vulnerable individuals were violated.
After months of receiving these communications, and during a moment of personal weakness, I relapsed and started gambling again, making deposits totaling €700. I understand that this relapse was a direct consequence of the casino's continued encouragement to gamble, despite a previous permanent closure.
For all the above reasons, I request:
The full refund of the €700 deposited
RoboCat's actions should be investigated
I request that my data be permanently removed from any promotional database.
I can provide evidence of the permanent closure and subsequent contact if necessary.
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Dear Annagarcia69,
Thank you very much for submitting your complaint. We are sorry to hear about the difficulties you have experienced.
To help us better understand the situation and investigate your case effectively, we kindly ask you to provide clarification on the following points:
- Can you log in to your account now?
- Can you provide a copy of your self-exclusion or permanent account closure request, submitted due to gambling-related problems, as sent to the casino?
- Please confirm whether the €700 in deposits were made on the same account that was permanently closed, or on a new account created after the closure.
- After your account was permanently closed, did you explicitly request that all marketing and promotional communications be stopped, or assume that marketing would stop automatically as part of the permanent closure?
Your cooperation in providing this information will assist us in reviewing the matter thoroughly and working toward a resolution.
We appreciate your time and look forward to your response.
Best regards,
Petra
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.
TranslationDear Petra,
Thank you for your message. Below, I respond to the points raised in complete clarity:
Can you log in to your account now?
Yes. Despite having received written confirmation of the immediate and permanent closure of my account on September 25, 2025, I was subsequently able to access the same account again, without being informed of any formal reactivation or the cancellation of said closure.
Can you provide a copy of the self-exclusion or permanent closure request?
I no longer have the initial message I sent. However, I do have the official RoboCat email explicitly confirming the immediate and permanent closure of the account, which I can provide as evidence.
Were the €700 deposits made into the same closed account or into a new account?
The €700 was deposited into the same account that had been confirmed as permanently closed. I did not create any new accounts after the closure.
Following the permanent closure, did you explicitly request a cessation of marketing communications?
Yes, verbally, during phone calls received from the casino, I expressly requested that they stop contacting me and leave me alone.
Furthermore, I reasonably understood that the permanent closure of the account automatically implied the cessation of any promotional communication, without the need to make additional written requests.
Despite this, I continued to receive promotional calls and emails, including reactivation messages and offers with cash bonuses.
I believe that the fact that I was able to regain access to the account, along with the persistence of commercial contact despite my express refusal, demonstrates that the permanent closure was neither respected nor effectively applied.
I am available to provide copies of the permanent closure email and subsequent promotional communications, if required.
Thank you for your reply and for providing the previous details, Annagarcia69.
- Could you please send me the above-mentioned copies of the permanent closure email and any follow-up promotional communications?
- Please also confirm the exact date when the self-exclusion request was submitted and the subsequent date on which the bonus was allegedly granted.
- Finally, at the time you accepted the €100 bonus offer, did you still have technical access to your account, or was the bonus offered despite the account not being officially reopened?
You may send all relevant documents to petra.h@casino.guru or upload your screenshots directly to the thread.
Dear Annagarcia69
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
Hello Annagarcia69, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of RoboCat Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationHello, there's something I don't understand. After reading a lot here, I've seen that this situation I'm experiencing is very common with this casino. They almost always drag things out. I wanted to give an update on the latest developments. My account is now closed, and I no longer receive marketing communications. I tried contacting the casino privately, but they responded with something I didn't quite understand, or perhaps something completely unrelated to my complaint. How can a casino have a rating above 7 if this is how they operate? Why, when I request account closure due to addiction, do they offer me a temporary suspension of an account that was PERMANENTLY CLOSED in OCTOBER?
Another very serious situation is that after begging them to close my new account because I was addicted and couldn't stop gambling (that's what I said), they respond by offering me a €100 bonus. What kind of madness is this? This is beyond the pale.
Dear Annagarcia69,
First and foremost, please accept our sincerest apologies for the distress and frustration this situation has caused you. We take all matters related to Responsible Gambling and data privacy with the highest level of priority.
We have reviewed your case and are prepared to proceed with the refund of your €700. To ensure this transaction is handled securely and that your funds reach you safely, please provide the following banking details:
• Full Name (please include all names including middle names)
• IBAN or Bank Account Number
• BIC
• Bank name & location city
• Country of where bank is
If you have any further questions or require assistance, please don’t hesitate to let us know.
Kind regards,
RoboCat Casino Team.
TranslationHello, could you please check that since my account was reopened, €1100 has been deposited? Thank you, I await confirmation.
Dear Annagarcia69, could you tell me at what date you have realised your account has been reopened, then send me an extract from your payment provider's history showing all the deposits made between the reopening of the account after 25th September until now? It will help me determine the refund amount. Thank you.
Dear Annagarcia69,
Thank you for the clarifications.
Please note that we have not received any email from your side with the bank details requested.
Thank you so much for your cooperation to the matter!
Best regards,
RoboCat Casino Team.
TranslationHello,
I requested confirmation of the exact refund amount before providing my bank details. Since then, I haven't received a response, either in this thread or to the emails I sent to support@robocatcasino.com
.
I reiterate my willingness to collaborate and provide the necessary data immediately after confirmation of the total amount (€1,100 according to the documentation sent).
I request that the casino respond and confirm the amount so that we can close this matter.
Thank you.
Dear Annagarcia69,
Thank you for your patience while we finalized the review of your account history.
We hereby confirm the total refund amount of €1,100. To proceed with the processing of these funds, please provide the following bank details as requested.
Once we receive this information, the transfer will be initiated by our finance department. Please note that depending on your banking institution, it may take 3 to 5 business days for the funds to reflect in your account once processed.
We look forward to receiving your details so we can resolve this matter promptly.
Best regards,
RoboCat Casino Team.
TranslationI've already sent the email to supportrobocat and viprobocat, I'm waiting for confirmation.
I have amended the disputed amount for this complaint as 1,100 EUR, as that is the refund amount agreed to by both sides. Once RoboCat Casino confirms payment being processed on their end, I will swap the timer towards the player. Dear Annagarcia69, please let us know once the money have been received, or alternatively you can use the "complaint resolved" button. If you have any further questions or issues, please od not hesitate to ask.
Dear Annagarcia69,
Thank you for your patience.
We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.
We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.
Best Regards,
RoboCat Casino Team.
TranslationI don't understand. Didn't they say they were waiting for my account? I sent my bank details a week ago. And now they're saying they're reviewing it? I don't understand.
Dear RoboCat Casino, in your previous message you have agreed with the refund of 1,100€. Is there a reason for further delays or are you backing up on the promise? If needed, you can send me the details over the e-mail, but I would prefer to follow the agreed steps and close this complaint as resolved shortly. Thank you for your understanding.
Dear all,
Thank you for your message and for your patience while we finalize this process.
We would like to reassure you that we are not "backing up" on our agreement. We have confirmed the refund of 1,100€, and the request is currently with our Finance Department for final processing.
Manual transfers and security audits can sometimes take a little longer than automated withdrawals, and we are currently waiting for the transaction to be cleared and dispatched from their side.
We sincerely apologize for the inconvenience this delay has caused. We kindly ask for your continued patience for just a short while longer as we work to close this complaint as resolved.
We will provide you with a confirmation as soon as the funds have been sent.
Best regards,
RoboCat Casino Team.
Thank you, RoboCat Casino, for the explanation, now it all makes sense. Please let us know once the payment has been processed on your end, so I can swap the timer towards the palyer to confirm the reception.
Hey all,
We are pleased to inform you that the refund request has been successfully processed.
The funds may take 3 to 5 working days to appear in the player's account, depending on the payment method used and your bank’s processing times.
Kind Regards,
RoboCat Casino Team.
This is great news, thank you for the confirmation, RoboCat Casino. :)
Dear Annagarcia69, I am swapping the timer your way. Once you receive the refund, please either let me know in this thread, or click the "complaint resolved" button - either way works. Just a note - banks and some payment processors do not work on weekends, so please allow time up to mid week next week for the money to be credited on your end. Thank you very much!
Dear Annagarcia69,
I am very happy to hear that your issue has been resolved, and would like to thank RoboCat Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
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Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
