RoboCat Casino - Player’s winnings haven’t been received yet.

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Dear Zero89,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Vielen Dank für Ihre Rückmeldung. Zur Bestätigung der genannten Voraussetzungen: Mein Konto ist seit dem 11.07.2026 vollständig verifiziert. Mein aktueller Auszahlungsantrag wurde am 17.07.2026 gestellt (Betrag: 500 €). Ich werde die 14-Tage-Frist abwarten, die am 31.07.2026 abläuft.

Bitte beachten Sie jedoch den größeren Zusammenhang: Meine früheren Auszahlungsanträge blieben bereits über mehrere Wochen unbearbeitet. Zudem wurden 1.500 €, die ich über den angebundenen Wallet-Anbieter PlayID ausgezahlt hatte, einbehalten, nachdem mein PlayID-Konto gesperrt wurde – unter Berufung auf eine AGB-Klausel, die nachweislich nicht existiert. Auf Nachfrage wechselte PlayID die Begründung vollständig aus. Ich habe daraufhin Beschwerde eingelegt. Eine Antwort von PlayID darauf habe ich seid 6 Tagen auch noch nicht bekommen.

Ich werde diese Beschwerde aktualisieren, sobald die 14 Tage verstrichen sind.

Dear Zero89,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hallo Jean,

vielen Dank für die Nachfrage.

Es gibt keine Änderung. Ich habe bis heute keinerlei Auszahlung erhalten. Mein Konto bei PlayID ist weiterhin gesperrt.

Seit über 14 Tagen hat das RoboCat-Casino in dieser Sache nichts unternommen: keine Zahlung, immer wieder nur Nachrichten wie diese: "Soweit ich das jetzt sehe, Andy, wird deine Auszahlung gerade bearbeitet. Es kann zwar gelegentlich zu Verzögerungen kommen, aber ich möchte Ihnen versichern, dass ab sofort alles wie erwartet abläuft. 

Sie werden über Ihr Profil benachrichtigt, sobald der Vorgang abgeschlossen ist. Ich danke Ihnen für Ihr Verständnis und Ihre Geduld bis jetzt."

Oder diese: Andy, Vielen Dank für Ihre Geduld und Ihre Zeit. I will first me for the made unances. Ich kann gut nachprüfen, wie frustrierend diese Verzögerung sein muss. I have check this with the team, and it seems, that the verzögerung is caused on a außergewöhnlich high number of agreement questions to this time, what the processing times has longer. Desweiteren führen wir grundlegende Sicherheitsprüfungen durch, um die Sicherheit jeder Transaktion zu gewährleisten.

Ihr Fall wurde nun an unsere Finanzabteilung weitergeleitet und wird mit hoher Priorität bearbeitet. Sie erhalten eine E-Mail, sobald Ihr Widerruf bearbeitet wurde. This situation is rather rarely, and in der Regel schließen wir Abhebungen innerhalb des erwarteten Zeitrahmens ab. Wir schätzen Ihre Geduld sehr und tun alles, um das Ereignis schnellstmöglich zu lösen. Sollten Sie weitere Fragen haben, zögern Sie bitte nicht, uns zu kontaktieren.

Nochmals vielen Dank für Ihre große Geduld, und wir entschuldigen uns aufrichtig für die entstandenen Unannehmlichkeiten.

Jeden Tag keine klärenden Worte. Und nun auch erneute 14 Tage Frist verstrichen. Bitte Helfen sie mir.

Ich bitte Sie, die Beschwerde entsprechend weiterzuführen. Alle Unterlagen – Auszahlungsbelege, Chatverläufe und E-Mails – kann ich Ihnen jederzeit zusenden, falls noch etwas fehlt.

Vielen Dank für Ihre Unterstützung.

Viele Grüße

Zero89

Please note that we don't handle complaints regarding payment providers, as our platform primarily focuses on issues involving online casinos. We recommend contacting the relevant payment provider directly for your confiscated funds and blocked account.

Regarding your pending withdrawals at RoboCat Casino, please allow me to ask some questions to better understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Aside from PlayID, what other payment methods did you use for withdrawing your funds?
• Could you let us know when you made your last successful bank transfer withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Thank you very much in advance for your reply.

Dear Zero89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Vielen Dank für Ihre Rückfragen, gerne beantworte ich alle Punkte:

1. Bonus: Ich habe bei meiner Einzahlung einen Bonus erhalten. Die Umsatzbedingungen habe ich vollständig erfüllt, bevor ich die Auszahlungsanträge gestellt habe. Das Guthaben ist im Konto als auszahlbares Echtgeld ausgewiesen.

2. Zahlungsmethoden: Neben PlayID steht mir als Auszahlungsmethode 'Bank Transfer' (Banküberweisung) zur Verfügung. Mein aktueller Auszahlungsantrag vom 06.08.2026 über 500€ läuft per Banküberweisung. Wo ich bis heute jeden Tag gesagt bekomme ist in Prüfung.

3. Meine letzte erfolgreiche Banküberweisung erfolgte am 12.08.2026 und dauerte 25 Tage.0

4. Gewählte Methode: Für die aktuelle Auszahlung nutze ich Bank Transfer. Zuvor hatte ich drei Auszahlungen à 500 € über PlayID versucht – diese wurden zwar dem PlayID-Konto gutgeschrieben, dort jedoch nach sofortiger Kontosperrung einbehalten. Eine Auszahlung über PlayID ist mir daher nicht mehr möglich; ich bitte darum, die Auszahlung ausschließlich per Banküberweisung abzuwickeln.

Mfg Zero89

Thank you very much for your reply, Zero89.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Dear Zero89,

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, Samko, (samuel.s@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

Dear Zero89,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from RoboCat Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear RoboCat Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Leider immernoch hingehalte und keine Auszahlung in sicht.....

Dear all,

Thank you for reaching out and sharing your concerns with us.

We truly understand how important timely withdrawals are to our players. Please accept our sincere apologies for the delay and for the frustration this waiting period has caused you.

We would like to inform you that your request has been forwarded to our specialized department, and they are currently investigating the issue.

We appreciate your patience and understanding while our team works through this.

Kind regards,

RoboCat Team

Das ist genau der Text, den ich jedesmal bekomme! Und das jetzt schon seid knapp 2. MONATEN. Was will man darauf Antworten!? Ist zum Kot*** ehrlich

Hello everyone,

Dear RoboCat Casino,

thank you for your response and for confirming that the case has been forwarded to your specialized department.

However, I would appreciate a more detailed update regarding the actual status of the investigation and the withdrawals.

If I understand the situation correctly, the player has not received any withdrawal payments since 6 August, meaning that by now the delay has been approaching a month. Considering the length of the delay, I believe it would be helpful to provide more specific information.

Could you please clarify:

• what is currently causing the delay;
• whether there is any specific issue preventing the withdrawals from being processed;
• what stage the investigation is currently at; and
• whether the player will continue to have access to withdrawals while the investigation is ongoing.

I would also appreciate clarification regarding the withdrawals already processed during the past month. If I understand the situation correctly, the player has received approximately €500 in withdrawals during the last month. Please confirm whether this is correct and explain what the player can currently expect regarding the remaining withdrawals.

Given that the case has already been ongoing for a considerable period, I would appreciate as concrete an update as possible.

Dear Zero89,

could you please confirm your current VIP level at RoboCat Casino?

Also, approximately how much do you still have remaining to withdraw from your current balance?

This information will help me better understand the current situation and assess the impact of the ongoing withdrawal delays.

Thank you both for your cooperation. I look forward to a more detailed update from the casino.

hallo,hier der Screenshot mit meinem Guthaben und VIP Level

Dear all,

Thank you for your patience.

First, we want to sincerely apologize for the longer-than-expected wait time regarding your withdrawals. We fully recognize that waiting for your payment to arrive is stressful and inconvenient. Occasionally, processing times may be extended due to payment provider delays or routine internal reviews of all payments.

Upon review of player's account, please be informed that there was one completed withdrawal in the amount of 500.00 EUR in August.

We would like to inform you that all three withdrawals have been completed and sent from our side yesterday, in total amount of 1500.00 EUR. Kindly note that it may take between 3 and 5 business days for the amount to reflect on the bank account.

Kind regards,

Robocat Team

Hallo Samuel, ich bestätige den Eingang der 3 × 500 € (1.500 €) per Banküberweisung; auch die im August genannten 500 € kann ich bestätigen. Damit sind insgesamt 2.000 € ausgezahlt.

Auf meinem Spielerkonto verbleiben jedoch weiterhin 40500€. Ich habe bereits neue Auszahlungsanträge gestellt am 3.09 und an 04.09.2026 zu je 500€ (1000€ Gesamt). Ich bitte das Casino, verbindlich zu bestätigen, dass das gesamte Restguthaben ausgezahlt wird, welche Limits pro Antrag/Woche gelten und in welchem Zeitrahmen die vollständige Auszahlung erfolgt. Die Beschwerde bleibt bis zur vollständigen Auszahlung offen.

Hello everyone,

Thank you both for the updates.

Dear Zero89,

thank you for confirming that you have received the three €500 payments, as well as the €500 payment from August. I understand that you still have a significant balance remaining and that you have submitted further withdrawal requests.

Dear RoboCat Casino,

thank you for the clarification and update regarding the withdrawals.

Could you please also clarify the player's questions regarding the remaining balance? In particular, please confirm the applicable withdrawal limits and, if possible, provide some information regarding the expected timeframe for processing the remaining withdrawals.

Thank you both for your cooperation.

Dear all,

Thank you for your patience.

Regarding account level, please be advised that it is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level. To track your account level progress, please go to our main page -> menu on the left side of the screen -> section "VIP LEVELS", under "Guide", and next to "Wheel of Fortune".

Your current status (Level 1) allows you to withdraw up to 500.00 EUR every 24 hours up to a maximum of 3 active withdrawal requests, up to 7000.00 EUR per month.

We would also kindly inform you that another three withdrawals were completed and sent from our side: two withdrawals requested on September 3rd and 4th were completed and sent from our side on September 5th, and one requested on September 5th was completed and sent on September 9th. 

Kind regards,

Robocat Team

Hello everyone,

thank you, RoboCat Casino, for the clarification and for the update regarding the withdrawals already processed.

Dear Zero89,

please continue submitting the withdrawals according to the applicable limits and the casino's instructions.

As the casino has confirmed, your current limit is €500 every 24 hours, with a maximum of three active withdrawals and a monthly limit of €7,000.

Please keep us updated on the progress and let me know how much you receive from the casino and how much remains to be withdrawn.

Thank you both for your cooperation.