The player from Germany files a complaint against Robocat Casino for unlawfully reactivating her account despite her documented gambling addiction, which was acknowledged by the casino. She seeks a full refund of her net losses due to serious violations of player protection laws and data protection breaches, as the casino has ignored her requests for information.
RoboCat Casino - Player's account has been unlawfully reactivated.
Opened
Current status
Waiting for player to reply
6d 15h 55m 19s
RoboCat Casino
Safety Index 6.5 Above averageCase summary
Discussion
Public
Public
yesterday
Translation
Serious violation of player protection / Unlawful reactivation of a known gambling addict by the casino
Description of the facts :
I am hereby filing an official complaint against Robocat Casino for a systematic failure of player protection and the deliberate exploitation of a known, documented gambling addiction. Despite a permanent ban, the casino actively reactivated my account in order to generate financial profit.
Chronology and facts :
August 29, 2025: I explicitly informed Robocat via email that I am severely addicted to gambling and am risking my life. As proof, I attached my official medical discharge report from a specialized clinic.
August 29, 2025 (same evening): Robocat officially acknowledged my addiction and confirmed in writing that my account was closed for responsible gaming reasons (Zendesk tickets 34266794 and 34275827).
April 15, 2026: Although the casino was medically aware of my life-threatening illness, Robocat's marketing system deliberately reactivated me. I received a personalized VIP promotional email ("A private invitation just for you"). This aggressive marketing immediately triggered a severe and financially devastating relapse.
July 2026: The casino has further increased the pressure by launching automated promotional calls directly to my mobile phone number to urge me to make further deposits.
Serious data protection breach (GDPR):
On July 28, 2026, I also submitted a formal request for information pursuant to Article 15 of the GDPR, demanding my complete transaction history. To this day, the casino has completely ignored this legal obligation and refuses to provide me with my data in order to conceal the true extent of my losses.
My demand:
The casino internally offered me a completely inadequate partial settlement of €2,500 to bury the case. However, since the casino deliberately and grossly negligently violated fundamental player protection laws after my clinical addiction became known, I demand a full refund of all my net losses (total deposits minus total withdrawals) since opening the account, based on tort liability for intentional and immoral harm (§ 826 BGB).
I am in possession of the email chains, the Zendesk ticket numbers, and the 2025 clinic report, and I will immediately provide this evidence to the Casino.Guru complaints team as PDF attachments.
Automatic translation:
Public
Public
8 hours 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.
Public
Public
8 hours 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 forward me the original communications between you and the casino customer support regarding your self-exclusion? Please include the full, uncropped emails or chat transcripts, rather than pasted screenshots. My email address is veronika.f@casino.guru.
- Additionally, please forward me the communications you had with the casino after your account was reopened, as well as any communication regarding the compensation they offered you for part of your deposits.
- Am I correct in understanding that you are requesting a refund of all deposits you made since August 29, 2025, when you first disclosed your gambling problems to the casino?
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
