RoboCat Casino - Player’s account is improperly reopened post self-exclusion.

Asunto: Reclamación contra Robocat Casino por violación de autoexclusión y juego responsable

Nombre de usuario en el casino: [hidden by Casino Guru]

Correo electrónico registrado en el casino: [hidden by Casino Guru]

Casino: Robocat

Descripción de la queja:

Me dirijo a ustedes para presentar una reclamación formal contra Robocat Casino, por una grave negligencia en el cumplimiento de medidas de juego responsable, lo que ha tenido consecuencias económicas y psicológicas negativas para mí como jugador.

En 28 de marzo de 2025, solicité y obtuve la autoexclusión voluntaria indefinida de la plataforma Robocat, alegando y documentando mi situación clínica de ludopatía diagnosticada.

Sin embargo, en Julio de 2025, Robocat me permitió volver a acceder, depositar más de 400 € y jugar con normalidad, violando directamente su propia política de exclusión y su deber de protección al jugador vulnerable.

Cuando reclamé el reembolso, el casino se limitó a responder con condiciones genéricas sobre términos y condiciones, sin asumir responsabilidad alguna sobre el hecho de que yo nunca debí haber tenido acceso a mi cuenta nuevamente. Esto es una violación de las buenas prácticas del juego responsable, las recomendaciones de la EGBA y puede incluso contradecir los requisitos mínimos de su licencia internacional (Curaçao).

Por todo ello, solicito:

El reembolso íntegro de 1000 €, por el dinero depositado mas daños y prejuicios.

Una resolución favorable que refleje la responsabilidad del operador.

Cierre definitivo de mi cuenta en el casino.

Adjunto capturas y pruebas si es necesario, y estoy disponible para cualquier aclaración adicional.

Muchas gracias por su ayuda.

Atentamente,

[hidden by Casino Guru]

Hello,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Have you specifically mentioned that you wish to self-exclude due to gambling addiction? Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Pedí la autoexclusión varias veces vía chat live siempre comunicando mi ludopatia y también por correo, lo que nose porque solo se me ha guardado el correo que envié el 28 de marzo de 2025.

Thank you for the screenshot. However, in this email, you did not mention a reason for your self-exclusion request. Do you have any more records of your communications with the casino regarding the account closure request?

Lo mencioné muchísimas veces el chat live y en más correos que no se porque no están guardados ( como paso con muchos otros casinos, no entiendo).

Igualmente se puede ver en mi correo la desesperación para cerrar la cuenta ya que lo llevaba pidiendo muchos días.

Porfavor ayudarme porque es muy grave

Mirad que me responden, alegan que solo me comunique via chat live y que segun sus terminos y condiciones debe ser por correo electronico. Pero como os comente y que vuelvo adjuntar en este correo, envie varios correo electronicos.

Dear Josep, 

We hope you find this email in good health!

Subsequent to a review of your account in relation to your concern, we wish to bring to your attention the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:

On March 28, 2025, you communicated your desire for self-exclusion through a live chat. 

3.8 :- Self-exclusion request: you can contact the customer service via e-mail: support@robocat.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.


We can also confirm there were multiple no deposit bonus request from you until July 6, 2025. Where you received 5 EUR as per your request of no deposit bonus. 

Later, on July 6, 2025, you sent an email informing us self-exclusion for reasons of gambling. And your account was closed within 24 hours.  

Therefore, all Responsible Gambling procedure were followed correctly by us.


In reference to your additional concerns, kindly be informed of the following points from the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:

2.2 :- The Company does not provide any assurances or warranties with regards to the legality of your use of the Website, particularly in case gambling is prohibited, regulated or unregulated in your jurisdiction. It is solely your responsibility to know the laws of your country concerning online gambling and the use of the Website, at all times. Before attempting to open an account with the Website and thereafter each time before using it you must verify whether online gambling is legal in your particular jurisdiction. By using this Website, you warrant that you are legally allowed to gamble online. If at any time online gambling in your jurisdiction becomes illegal or otherwise restricted, you must immediately close your account with the Website and stop using its services.

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.        

Therefore, according to the aforementioned article, there is no refund available for your account.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,

RoboCat team. 

Thank you for your update. Unfortunately, without any saved copies of your email requests, we are unable to assist you further.

Please note that we can only request a refund of lost deposits in cases where the player can clearly demonstrate that they informed the casino about their gambling addiction and explicitly requested account closure. If the casino then failed to act on this request and allowed further deposits and gameplay, we would be able to intervene.

In your case, the casino instructed you to submit self-exclusion requests via email, as account closures cannot be processed through live chat. Since your request did not mention gambling addiction as the reason for account closure, we are unable to proceed with your refund claim.

Thank you for your understanding. If you find any new evidence or need further assistance in the future, please don’t hesitate to contact us—we’re here to help.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.