RoboCat Casino - Player's account is closed despite a large winnings.

Dear Sir or Madam,

I am writing to formally raise a serious concern regarding my account on Robocat casino.

Around March 1st, I won a jackpot totaling approximately $80,000 CAD on the website. However, the very next day, my VIP level was suddenly changed and my account was restricted from making withdrawals, allegedly for verification purposes.

Since then, their team has repeatedly requested documents from me—over 8 times—and has rejected every submission without providing clear or consistent explanations. Despite my full cooperation and willingness to comply, the process appears arbitrary and unnecessarily prolonged.

Most concerning, I have been asked to provide an Apple Pay transaction statement for the month of February. This document does not exist, as Apple does not provide such statements. Since they allow to see only recent transactions on their app,they referred me to my bank statements, which I have already submitted as requested.

Additionally, their customer support response times are extremely delayed, often taking up to two weeks to receive a reply. When responses are received, they lack clarity and do not explain why my documents are being rejected or what exactly is required to complete the verification process.

At this point, it is difficult not to conclude that unnecessary obstacles are being placed to prevent me from withdrawing my legitimate winnings.

I hope you can help me with that issue.

Best regards,

[Redacted]

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.

Hello.

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila