The player from Germany reports that RoboCat Casino unlawfully reopened his self-excluded account without consent, allowing him to deposit and gamble, resulting in a loss of €2,150. He requests a full refund, confirmation of the account reactivation date, and permanent re-exclusion from the casino.
RoboCat Casino - Player's account was improperly reactivated.
Opened
Current status
Waiting for Casino Guru to reply
3d 23h 47m 16s
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
4 days ago
I requested self-exclusion from RoboCat Casino in September 2025.
RoboCat confirmed by email that my account was closed upon my request.
This was a responsible gambling self-exclusion.
In January 2026 my account was reopened without my knowledge and without my consent.
I was able to log in, deposit and gamble even though my self-exclusion was still active.
Because of this unlawful reopening I lost a total of €2,150.
This is a serious violation of responsible gambling and player protection rules.
A self-excluded account must never be reopened unless the player explicitly requests it.
I am requesting:
- A full refund of €2,150
- Confirmation of the date my account was reactivated
- Permanent re-exclusion of my account
Public
Public
3 days 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.
Public
Public
3 days ago
Dear Ali99,
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).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
