The player from Germany reported that despite having notified the casino of his gambling addiction and requested immediate account closure on April 7, 2026, his account had remained active, leading to losses of €850. The complaint was investigated and the casino acknowledged the delayed account closure. The player was offered and subsequently received a refund of €850 for the losses incurred after his initial closure request. The issue was resolved with the casino completing the payment and the complaint being closed by the Complaints Team.
RoboCat Casino - Player’s account remains active despite self-exclusion request.
Resolved
Our verdict
Case closed
Amount: €850
RoboCat Casino
Safety Index 6.4 Below averageCase summary
Discussion
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1 month ago
Translation
Hello everyone,
On April 7, 2026, I explicitly informed the provider that I have a gambling addiction problem and therefore demanded the immediate and permanent closure of my player account. Despite this clear notification, the account was neither blocked nor closed.
The provider failed to take appropriate measures to protect players and continued to allow me to participate in online gambling. As a result, I have incurred losses totaling €850 since April 7, 2026.
Furthermore, on May 4, 2026, I was officially registered in the nationwide player exclusion system OASIS in accordance with the 2021 Interstate Treaty on Gambling. From this point on, participation in gambling should have been prevented by technical and organizational means. Nevertheless, the account remained active and/or continued to be used.
In my view, there are significant violations of the legal obligations of the 2021 State Treaty on Gambling, in particular of:
the obligation to protect players and those suffering from addiction,
the obligation to implement a self-exclusion immediately,
as well as the obligation to comply with the OASIS player exclusion system.
All communication with the provider, proof of the account suspension, and payment and loss documentation have been recorded and secured. Due to the aforementioned breaches of duty, I demand reimbursement of my losses amounting to €850 incurred since April 7, 2026.
Best regards,
AA
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1 month 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.
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1 month ago
Dear branxer,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
As I understand that you are suffering from gambling addiction and your account in RoboCat Casino is still open, then it is important to request self-exclusion and not just an account closure as soon as possible. With self-exclusion, the casino agrees not to reopen the account or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).
As for being registered in OASIS, its self-exclusion policy only applies to operators who obtain a German licence. This Casino does not have a German gaming licence so it is not obligated to follow the guidelines of OASIS. In this case, you'll need to take advantage of self-exclusion options offered by the casino itself to stay protected.
When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.
Example:
Email subject: Self-exclusion due to gambling addiction
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings RoboCat Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is gambling addiction.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to RoboCat Casino and keep me informed about any further developments. Thank you in advance.
Kind regards,
Jean
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1 month ago
TranslationHello Jean,
Thank you for your reply. As already described, I arranged for the closure of my account on April 7, 2026. The necessity of the terms "self-exclusion" and closure is unclear to me.
I have not received a reply since April 7, 2026. In my email of April 7, 2026, I also wrote that I suffer from gambling addiction.
The fact that the email was not processed is not my problem and cannot be justified by the term "self-rejection".
Furthermore, I provided my exact address and residence in Germany in my account details. The company does not appear on the whitelist of the German gambling authority. Therefore, I assume that operating Robocat in Germany is illegal.
Nevertheless, please address my request and contact Robocat. My application from April 7, 2026, should finally be processed and the money refunded starting from April 7, 2026.
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1 month ago
Thank you for the update.
You mentioned that the casino did not respond to your message of April 7. Do I understand correctly that you did not receive a confirmation or a ticket number from the casino?
And after you sent that urgent request, did you try to contact the casino again through email or live chat support? If so, please provide copies of any follow-up messages, chat transcripts, or additional evidence showing your attempts to reach them. You can post it here or forward them to jean.s@casino.guru.
This documentation is necessary to verify the timeline and determine whether the casino had sufficient opportunity to act on your request.
I will await your supporting evidence.
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1 month ago
TranslationHello Jean,
Thank you very much for your feedback.
No, unfortunately I have not received a reply to my email of April 7, 2026, in which I requested the closure of my account and informed you that I suffer from gambling addiction.
I played regularly at this CXasino until May 18, 2026. I always thought, "Only 50 euros" or "Only 20 euros." Unfortunately, the losses increased over the course of the evenings. I have sent you the transaction history by email. Since April 7, 2026, I have incurred losses totaling 850 euros. Of course, the losses were higher before I requested account closure on April 7, 2026. But I don't want those losses back. I am specifically only concerned with the losses I incurred after April 7, 2026.
On May 18, 2026, another email was sent to Robocat requesting compensation for losses incurred since April 7, 2026, and again requesting account closure.
I repeatedly tried to block the account via chat, even after April 7th, 2026. However, I was told I had to do it by email. I don't have any screenshots of this because I couldn't access my robocat account in the meantime.
I don't know if my account has been deleted or if I can somehow recover my losses, or at least some of them. I haven't received any email from robocat about this. There's nothing in my spam folder either.
Best regards,
Branxer
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2 weeks ago
TranslationHello Casino Guru,
What do you think? If you can't help me, I'll have to go through a lawyer.
Furthermore, I received confirmation from the Joint Gambling Authority of the German Federal States (AöR) that Robocat is an illegal casino in Germany. Normally, I should receive all my money back. I will then pursue this privately.
VG,
Alija A.
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2 weeks ago
Do I understand correctly that you are not sure if your casino account was properly blocked after your email on May 18? Did you try to access your account after that? Did you not get any confirmation from live chat or email support? This confirmation from the casino that your account is permanently blocked for self-exclusion is vital to ensure protection from gambling and reopening your account in the future.
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2 weeks ago
TranslationHello,
I have already answered your questions several times.
Do I understand correctly that, following your email of May 18th, you are unsure whether your casino account was properly blocked?
Yes, I haven't received any confirmation. I haven't received any replies to my emails. Every normal company responds to emails or account suspension requests. It's not that complicated.
Did you try to access your account after that?
Yes, I have!
Have you not received a confirmation from live chat or email support?
No I haven't!
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1 week ago
Dear branxer
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,
Jean
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1 week ago
Dear branxer,
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.
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6 days ago
Dear branxer,
Thank you for reaching out to us.
Please be informed that your case is currently under investigation and you will be informed as soon as possible with further information.
Thank you for your understanding.
Kind regards,
Robocat Team
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6 days ago
Dear RoboCat Casino,
Thank you for your response and for informing us that you are looking into this case.
Please reply when there is any update regarding this complaint.
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5 days ago
Dear branxer,
Thank you for your patience.
We would kindly ask you to check your emails where we send you a refund offer.
However, please be informed that all of our recent attempts sending you emails have been failed with an error: Recipient server rejected email
Kindly check your emails inbox as we are not able to send you any emails.
The following offer was send:
We would like to extend our sincerest apologies for any inconvenience that may have arisen due to the delayed closure of the account.
We would like to resolve this issue in a manner that is acceptable to both parties concerned.
As a goodwill gesture we would like to offer you a refund in the amount of 850 EUR.
If you agree, please provide us with your bank details to perform the refund.
Full Name (please provide all names including middle name)
Name of the owner of the bank account
IBAN
BIC
Bank name
Bank location (country)
Thank you for your understanding.
Kind regards,
Robocat Team
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5 days ago
Dear RoboCat Casino,
Thank you very much for your quick reply and for informing us that you will refund the player. Your cooperation throughout this case is much appreciated.
Dear branxer,
In order to proceed with your refund of €850, the casino kindly asks you to share your bank details.
You can either send them to the casino via email or post them in this conversation. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.
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4 days ago
Dear RoboCat Casino,
The player provided their bank details in the message above.
Please let us know once there is any update regarding the refund.
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4 days ago
TranslationI confirm receipt of the payment. Thank you to everyone involved.
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yesterday
Dear All,
We are happy to inform you that the payment has been successfully complete.
We thank you for your understanding and wish you all the best.
Kind regards,
Robocat Team
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yesterday
Dear branxer,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Igor P
