RoboCat Casino - Player's self-exclusion request is ignored.

Casino will not apply self exclusion. I have sent 7 emails asking for help and to self exclude me from this site and I’ve stopped receiving replies. They keep sending me promotional emails for deposit bonuses. Totally unethical. I’ve asked for help and I’m being ignored!

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Dear Chichi1591,

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 accoun 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 specify the reason for closing your account? Additionally, 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

Hi Veronika, I have sent 2 emails to you. Please help me recover the deposits I have made. I’m in a very bad financial situation.

i have not requested account closure - I have been requesting self exclusion in all emails.

thank you

Hello Veronika, I have CC’d you in a reply to Robocat Casino regarding the self exclusion. This will now be the 8th time requesting/confirming I want self exclusion.

I have also requested a refund of the deposited funds since August 27th, 2025. I have deposited a total amount of $5,095 since August 27th.. sometimes $700-$1000 per day at times. I feel sick! As of today I can still access my account and make deposits!!! Despite telling them of my problem gambling they have no problem letting me send more deposits. It’s disgusting.

please let me know how you can help or if you can arrange for a Robocat representative join the conversation.

thank you

Hi Veronika, I’m on my 3rd email back to Robocat now.

It appears as though my account has been ‘deactivated’ NOT self excluded, as my 9 emails have asked for. Not to mention I have received another 5 marketing emails over the course of the weekend which drew me to deposit another $20!

I don’t even know how to deal with this. I laterally have no money left and have to survive until next month. I asked for help and self exclusion so many times and Robocat did nothing. Even now my account is ‘deactivated’, not self excluded.

Thank you for your emails. I have reviewed the full correspondence between you and the casino’s customer support. While you requested the closure of your account several times, you did not provide a reason for your request until September 18. In that email, you explicitly stated that you were struggling with a gambling problem. The casino then permanently closed your account on September 22.

Please note that we are able to request a refund of lost deposits only in cases where a player clearly mentions gambling addiction and the casino fails to act by excluding them, thereby allowing additional deposits and losses. In your situation, you declined to provide a reason despite being asked by the casino, and therefore, the deposits you made after August 27 cannot be claimed back.

According to the evidence, the proper self-exclusion request was submitted on September 18, and the casino closed your account on September 22. Please keep in mind that in most casinos, such requests are processed manually by the responsible department, which may take a few days to complete. From our perspective, RoboCat Casino acted within a reasonable timeframe and properly restricted your account once the gambling problem was clearly stated. Unfortunately, you are therefore not eligible for a refund. Regrettably, I must reject your complaint as unjustified.

Best regards

Veronika

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