The player from Germany wanted to self-exclude from the casino due to gambling addiction but faced delays and additional verification requirements, including sending a selfie with an ID and a handwritten note. Despite requesting a permanent ban on June 18, 2026, the account remained active, and the verification process caused frustration. We engaged with the player and the casino to clarify the situation and requested relevant evidence and communication. Once the casino confirmed the account has been blocked within a day of the self-exclusion request, and the request for further KYC was sent from a different casino, the issue was marked as resolved by the player.
RoboCat Casino - Player’s self-exclusion request is delayed.
Resolved
Our verdict
Case closed
Amount: ??
RoboCat Casino
Safety Index 6.5 Above averageCase summary
Discussion
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4 weeks ago
Translation
Hello,
I want to self-exclude from this casino because I'm a gambling addict. The live chat isn't able to do it; you have to request a self-exclude via email, which I did on June 18, 2026. Initially, they offered me a self-exclude of 2 to 8 weeks, but I insisted on a permanent ban. Then I was asked to confirm that all bonus offers and any credit balance in my account would be forfeited, which I confirmed. Now it's June 20, 2026, and the account still isn't blocked, and I keep receiving emails about it.
"To close your account, we need to verify that this request is indeed from you. Please send us the following documents:"
🤳 A selfie of you holding your ID document and a piece of paper that reads: "Hello Legionbet. Please close my account. [Today's date]".
Please ensure that both your face and the note are clearly visible. To guarantee the best readability, it helps to write the note on lined or graph paper.
The time required for the account suspension is completely unacceptable. Having to take a selfie with my ID and also send a handwritten note for a suspension due to gambling addiction is also unacceptable; I've never experienced anything like this in any other online casino. And I certainly don't want to send selfies or ID documents for a suspension.
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward the account closure requests you sent to the casino, along with the casino's responses and any subsequent communication, to veronika.f@casino.guru?
- Have you previously submitted any identity documents to the casino for verification purposes?
Please note that requesting a full KYC verification is a common part of the self-exclusion process. Casinos often need to verify a player's identity to ensure that they cannot create a new account using the same personal details after being self-excluded due to gambling-related concerns. Therefore, we recommend that you cooperate with the casino's requests and provide the required photograph together with your ID document.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
TranslationHello,
I forwarded the emails to you, but the casino in question is RoboCat, not LegionBet.
The email from Casino Manager doesn't mention any specific casino, but I've only requested a closure at RoboCat in the last few weeks. My RoboCat account is still open.
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3 weeks ago
TranslationQuick update: I've asked several times in the live chat why my account hasn't been blocked. Two days ago, I was told it would be forwarded as an urgent request; today, I was told it would take longer due to unforeseen circumstances (screenshots available). Nine days ago, I confirmed that my account should be permanently blocked due to gambling addiction. After nine days, the account still isn't closed, and I'm being told I have to wait because of unforeseen circumstances. If you're a gambling addict and have lost control, you can lose everything you have within a few days. This casino doesn't care about player protection!
I sent you the screenshots of the live chats via email.
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2 weeks ago
Dear BetGG
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,
Veronika
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2 weeks ago
Hello BetGG, 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.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear BetGG,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Matej
