The player from Germany has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet.
RoboCat Casino - Player’s winnings haven’t been received yet.
Opened
Current status
Waiting for player to reply
3d 1h 16m 45s
RoboCat Casino
Safety Index 6.5 Above averageCase summary
Discussion
Public
Public
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.
Public
Public
3 weeks ago
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
Public
Public
2 weeks ago
Translation
Thank you for your feedback. To confirm the aforementioned requirements: My account has been fully verified since July 11, 2026. My current withdrawal request was submitted on July 17, 2026 (amount: €500). I will wait out the 14-day period, which expires on July 31, 2026.
Please consider the broader context: My previous withdrawal requests had already gone unprocessed for several weeks. Furthermore, €1,500, which I had withdrawn via the linked wallet provider PlayID, was withheld after my PlayID account was blocked – citing a terms and conditions clause that demonstrably does not exist. When I inquired, PlayID completely changed their explanation. I subsequently filed a complaint. I still haven't received a response from PlayID after six days.
I will update this complaint once the 14 days have passed.
Automatic translation:
Public
Public
1 week ago
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.
Public
Public
1 week ago
TranslationHello Jean,
Thank you for your inquiry.
There has been no change. I have not received any payout to date. My PlayID account remains blocked.
For over two weeks, RoboCat Casino has done nothing about this: no payment, just repeated messages like this: "As far as I can see now, Andy, your withdrawal is currently being processed. While there can occasionally be delays, I want to assure you that everything will proceed as expected from now on."
You will be notified via your profile as soon as the process is complete. Thank you for your understanding and patience so far.
Or this: Andy, thank you for your patience and your time. I will first apologize for the unrest. I can well understand how frustrating this delay must be. I have checked this with the team, and it seems that the delay is caused by an exceptionally high number of agreement questions at this time, which has longer processing times. Furthermore, we conduct basic security checks to ensure the security of every transaction.
Your case has now been forwarded to our finance department and is being processed with high priority. You will receive an email as soon as your withdrawal has been processed. This situation is rather rare, and we usually complete withdrawals within the expected timeframe. We greatly appreciate your patience and are doing everything we can to resolve the issue as quickly as possible. Should you have any further questions, please do not hesitate to contact us.
Thank you again for your great patience, and we sincerely apologize for any inconvenience caused.
No clarification every day. And now another 14-day deadline has passed. Please help me.
Please continue with your complaint accordingly. I can send you all the relevant documents – payment receipts, chat logs, and emails – at any time if anything is missing.
Thank you for your support.
Best regards
Zero89
Automatic translation:
Public
Public
4 days ago
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.
