RoboCat Casino - Player's account remains open despite closure request.

Hallo, am 23.03.2026 bat ich das robocat casino mein konto zu löschen bzw dauerhaft zu schließen. Daraufhin sollte ich nach einem hin und her die Schließung bestätigen. Trotzdem ist mein konto noch offen und ich habe wieder geld verloren.

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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
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

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 problems.

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

Ich schicke alles per Mail. Die letzte Einzahlung konnte ich am 11.07.26 vornehmen. Mittlerweile habe ich keinen Zugriff mehr auf mein konto. Och habe noch keine Rückerstattung vom casino bekommen.

Hallo, ist alles per Mail angekommen?

Dear Peppino0511,

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, Matej (matej.l@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

Hello Peppino0511, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of RoboCat Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Robocat

Danke fürs kümmern.

Dear Peppino0511,

Thank you for the patience.

We kindly inform you that your account has been permanently closed.

We kindly apologize for any inconvenience .

Please be assured that all communications from our side have been discontinued.

We are happy to return the amount of 130 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)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Best regards

Robocat team

Hallo robocat Team. Eine E mail.mit meinen Daten habe ich an support@robocat.com gesendet. Danke

@robocat ist alles angekommen? ☺️

Dear RoboCat Casino team,

Thank you for confirming the permanent closure of the player’s account and agreeing to refund €130. Please, let us know once the payment has been processed on your end. Thanks.

Dear Peppino0511, in case you get the refunded amount before the casino confirmation, please let me know in this thread, and whether you consider this complaint resolved to your satisfaction. Thank you.

@matej noch ist keine Zahlung angekommen. Ich gebe bescheid falls sie da ist.

Mazej zählen Gewinne die ich beim Spielen mit den 130 euro gewonnen habe und dann auch verloren habe auch zu den Verlusten ?

Dear Peppino0511, according to our own player protection rules, anything you have won after the account should has been closed is non-refundable. This is because the same way you should have not been able to lose money (therefore we would request deposits to be refunded) you should also not be able to win (hence any winnings should be confiscated).

However, the situation is reversed during the reasonable time period between the self-exclusion request and account closure - anything lost is non-refundable but winnings should still be credited. Hope this helps to clarify the situation.

Dear all,

Thank you for the patience.

We would like to inform you that the refund of the player is successfully completed.

Kind regards,

Robocat

Rückerstattung wurde erfolgreich abgeschlossen

Dear Peppino0511,

I am very happy to hear that your issue has been resolved, and would like to thank RoboCat Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru