The player from Germany had an account with Robocat that remained active despite his explicit request for permanent closure due to his gambling addiction, which he had communicated multiple times. He believed that the casino's actions had violated responsible gaming principles and had incurred losses of approximately €2,010 since his initial request for closure on February 14, 2025. The complaint was rejected because the player had not provided sufficient evidence of a self-exclusion request made through the official email linked to his account, and the casino confirmed that there was no record of such a request on the specified date. The casino's self-exclusion policy required requests to be sent from the registered email, and no confirmation had been received by the player. Therefore, the complaint could not be upheld. Later, the casino permanently closed the player's account and refunded €200 of his net losses after reopening his account led to additional deposits. The complaint was closed due to the player's lack of response to further communications.
RoboCat Casino - Player's account remains active despite closure request.
Player stopped responding
Amount: €200
RoboCat Casino
Safety Index:Above averageCase summary
Translation
Dear Casino Guru Team,
I hereby submit an official complaint against the online casino Robocat.
Due to my gambling addiction, I am registered in the German OASIS exclusion system and therefore banned from gambling nationwide. Despite this active ban, I was able to open a player account and play at Robocat.
On February 14, 2025, I explicitly requested the permanent closure of my account. I contacted customer service and clearly stated that I am a gambling addict and that my account must therefore be permanently closed. I also sent a confirmation email to support in which I again explicitly requested the permanent account closure. I have documentation of this communication.
Despite this clear notification, my account wasn't closed. Instead, it remained active, and I could continue playing without restrictions. I kept relapsing. I even kept receiving bonus emails and phone calls. I felt like my addiction was being exploited. The live chat just brushed me off, and eventually, I lost hope that it was even possible to block the account. I felt like it was an illegal site exploiting my addiction despite the OASIS ban.
Subsequently, I contacted live chat several times and repeatedly pointed out that I am a gambling addict and that my account must be permanently blocked for my own protection. These repeated and clearly stated requests were ignored. Robocat never blocked my account.
Since my first blocking request on February 14, 2025, I have lost a total of approximately €2,010.
In my view, this behavior constitutes a serious violation of the principles of responsible gaming. If a player explicitly discloses their gambling addiction and requests permanent account suspension, the provider is obligated to act immediately. The failure to take this action allowed me to continue losing money, even though I actively requested protection.
I therefore request that you examine this case and support me in recovering the losses incurred since February 14, 2025, amounting to approximately €2,010.
Best regards
Jobin *****
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru. Include any responses you received to your requests.
- When was the last time the casino allowed you to deposit?
If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@robocat.com, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings RoboCat Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling addiction.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
TranslationHello Tomas,
I just sent another email to block it, as described.
Yes, I still have access to my account and I already made another deposit yesterday since it's still possible.
Unfortunately, I only have the screenshot I attached where I explicitly blocked my account via email. I don't know how to regain access to the live support chats, as I've repeatedly described my problem there.
Thank you for your help, and I hope that an agreement can be reached with the casino and that I will receive prompt assistance.
Best regards
Ettehadi
TranslationHello,
They wanted to inform me that I no longer have access to my account. I don't understand why I had to open this case for it to happen. I've gambled away over €2000 since I blocked my account there and was simply ignored multiple times.
Therefore, I don't see the problem as solved yet; is there any way to get a refund?
TranslationHello,
I wanted to ask how things are going? Could someone from the Robocat team comment on this?
Best regards
Thanks for the update.
We can only ask the casino for a refund of money lost on gambling if we can conclude that the casino should have protected you. In order to do so, kindly share any communication where you disclosed your gambling problems to the casino in the past. Forward this evidence to my email at tomas@casino.guru
TranslationHello Tomas,
I just sent the email. Unfortunately, I don't have all the live chat messages. Robocat must have them.
Thank you
Dear Jobin_ett,
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, Igor (igor.p@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,
Tomas
Dear Jobin_ett,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the RoboCat Casino and I hope that together we will come to a successful resolution of your issue.
Now I would like to invite a RoboCat Casino representative to join this conversation and participate in resolving this complaint.
Dear RoboCat Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
Dear Jobin_ett,
Thank you for contacting us.
We would like to inform you after a thorough review of your case, we were unable to identify any email or chat correspondence requesting account closure on 14 February 2026 related to gambling addiction.
We did, however, receive your request on 27 February 2026 to close your account due to gambling addiction. Your account was promptly closed by our team the same day.
Please if you have evidence regarding the email from 14.02 that you refereeing you can provide.
Thank you for your cooperation.
Kind regards,
Robocat Casino Team.
TranslationDear Robocat Team,
Thank you for your reply, but that can't be right. I've already sent the evidence to the Casino Guru team.
I request a refund of the amounts paid since my suspension request and my failure to comply with the OASIS gambling ban.
They only blocked my account after I added the Casino Guru team to the CC field in the email.
Thank you very much and best regards
Ettehadi
Dear Jobin_ett,
Please note that on February 14th, you did not mention self-exclusion or any gambling-related problem.
However, I found another email in the files you provided, dated February 16th, in which you mentioned a gambling problem.
Could you please let me know whether you received any confirmation ticket or email in response to that message?
TranslationDear Igor,
I searched my email inbox and unfortunately found nothing. I don't understand why Robocat doesn't provide this information.
I realize the casino is obviously lying here, claiming I never contacted them, not even via live chat. I'm losing hope anyway; I just hope this at least results in a bad review for the casino.
The casino knows full well that my gambling addiction was exploited and that I was even called by Robocat representatives despite my account being blocked.
Thank you
Best regards
Ettehadi
Dear Jobin_ett,
You mentioned that you contacted the casino via live chat, but you do not have any screenshots or evidence from those conversations.
Could you please describe what was discussed during your communication with the casino and provide the dates when this took place?
Thank you for your cooperation.
TranslationHello,
That was a year ago, I don't remember the exact dates. I kept playing because I'm addicted, and during my gaming sessions I repeatedly asked them to please block my account. They said it would be done immediately and then I ended the chat.
I also forwarded you my three emails to Robocat. I first contacted them by email on February 14th, and then at least two more times. I also forwarded those to you.
The casino deliberately ignored my inquiries, knowing I would continue playing! Only now, after I contacted them via email, has this been taken into account.
I can't say more than that, and I hope that the Robocat team, from both a legal and a human perspective, recognizes that mistakes were made by the casino.
Thank you very much and best regards
Ettehadi
Dear Jobin_ett,
After a thorough review of this case, I have come to the following conclusion:
In the emails from 14/02/2025 and 21/05/2025, no self-exclusion or gambling-related problem was mentioned.
The request from 16/02/2025 was sent from a @web.de email address and not from @yahoo.de, which is the email address you use for your account in the casino. Additionally, you did not receive any confirmation ticket or email for this request.
Since the casino offers self-exclusion only via email, as clearly stated in their responsible gambling section, I cannot consider your effort to self-exclude to be sufficient.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards,
Igor
TranslationHello dear Casino Guru team and thank you for the reopening,
Yesterday I sent an email to Tomas with all the relevant information.
Thank you
Best regards
Ettehadi
We’ve reopened this complaint at the request of Jobin_ett. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Jobin_ett,
You indicated in your reopening request that your account remains active and that you have received an additional bonus.
In addition to the attempts you mentioned previously, have you tried to self-exclude from the casino on any other occasions?
Kindly note that any relevant evidence should be sent to me via email at igor.p@casino.guru. Thank you for your cooperation.
TranslationHello Igor,
I just sent you an email with all the relevant information, and unfortunately, there's no self-exclusion function on the Robo-Cat website. That's why I've tried countless times to block my account via live chat over the past year and a half. Even email didn't work. Robo-Cat recently blocked my account simply because I added you to their mailing list, and even after the case was closed, they lifted it again six days later. They even added a bonus to my account and sent me a bonus, and now I'm going to gamble away money again because I'm addicted. I've told them a hundred times already; please help me get a refund. That's the only way this casino will stop exploiting my gambling addiction. Thank you and best regards.
jobin
TranslationI'm asking you to help me; I've already gambled away another €160 since then.
Dear RoboCat Casino,
According to the player’s message, their account was reopened despite the fact that it had been closed due to gambling-related problems.
Could you please comment on this?
Additionally, is it possible to close the player’s account as soon as possible?
TranslationHello dear Casino Guru Team,
I lost €240 because Robocat Casino deliberately reopened my account, which was blocked due to gambling addiction. I demand a refund of the amounts this casino knowingly exploited a gambling addict.
I would appreciate your help with this.
Thank you very much and best regards
Jobin
Dear all,
Thank you for contacting us.
We kindly inform you that we reviewing your case.
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Kind regards,
Robocat
Dear Jobin_ett,
Thank you for reaching out.
We kindly inform you that your account has been permanently closed.
We kindly apologize for any inconvenience .
We kindly inform you to provide Bank details in order to refund the amount of 200 eur of your net losses.
To proceed with the refund, kindly provide us with the details of your bank account in the following format:
• Full Name (please include all names including middle names)
• IBAN or Bank Account Number
• BIC
• Bank name & location city
• Country of where bank is
Kind regards,
Robocat Team
Dear RoboCat Casino,
The player provided their bank details in a previous message. However, the player also mentioned that the total amount of deposits was €240.
Could you please clarify the matter regarding the disputed amount?
Additionally, I would appreciate it if you could forward me a document showing all of the player’s deposits made after the account was reopened.
Thank you for your cooperation.
Dear Igor,
Thank you for the reply.
We kindly ask you to check your email as we provide evidence regarding the matter.
Kind regards,
Robocat Team
Dear Jobin_ett,
The casino has provided screenshots showing that the total value of your deposits after the reopening of your account was €200, as previously mentioned.
Therefore, the disputed amount will be adjusted to this value.
Dear RoboCat Casino,
The player has already provided their bank details in the message above. Please let us know once the refund has been processed on your side.
Thank you.
Dear Jobin_ett,
Thank you for the patience.
We kindly inform you that you refund is successfully completed.
Kind regards,
Robocat Team
Dear Jobin_ett,
According to the casino’s message, your withdrawal has been processed.
Please let us know whether this information is correct.
You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.
Dear Jobin_ett,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Igor
Casino.Guru
