The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. After multiple communications with the casino and the Complaints Team, it was confirmed that the player had a pending withdrawal request which was ultimately executed. The player received the funds and marked the complaint as resolved.
RoboCat Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €1,500
RoboCat Casino
Safety Index 6.4 Below averageCase summary
Discussion
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9 months ago
Translation
I registered at the casino in question and made a deposit. After winning €1,500, I wanted to withdraw it. Since my status as a new customer only allows withdrawals of up to €500 within 24 hours, I requested €500 withdrawals on August 12, 13, and 14. Since then, nothing has happened, and I'm constantly being fobbed off with pre-written answers. When I delve deeper into the matter, the support staff ends the chat.
I have already sent a complaint email to support@robocat.com I also attached screenshots of the requested withdrawals, as requested. They promised to respond within 48 hours, but again, nothing happened.
The provider itself states that withdrawals are processed within 3 business days (excluding weekends and holidays). Support told me that in the worst case scenario, it would take between 3-5 business days. We're already well over that.
Please support 🙏🏽!
I have attached screenshots
I sent this email to the casino...of course without any response
Subject: Final payment request – missed deadline / delay
Ladies and Gentlemen
On August 12, 13, and 19, I requested three withdrawals of €500 each from your casino. According to your terms and conditions, you guarantee processing within three business days (excluding weekends and holidays). This deadline has now been significantly exceeded. To date, I have received neither a withdrawal nor a comprehensible explanation for the delay.
I hereby expressly declare you in default for the final time (Section 286 of the German Civil Code). You are contractually obligated to make the payment immediately. Your previous conduct constitutes a clear violation of your own terms and conditions as well as applicable contract law.
If the full amount of €1,500 is not credited to my account within 48 hours of receiving this letter, I will take the following steps without further notice:
1. Formal complaint to the relevant gambling authority in your license state,
2. Engaging a lawyer to enforce my claims, including possible claims for damages under §§ 280, 286 BGB,
3. Initiation of legal action for breach of contract and notification to relevant consumer protection bodies,
4. Publicly share my experiences on relevant complaint portals and forums to warn other players.
Please consider this letter as your final out-of-court request. I therefore urge you once again to make the payment immediately and to provide me with written confirmation of the transfer order.
Best regards
What next steps do I need to take? The deposit was made via credit card, and the withdrawal should also be made to this account.
Verification is not necessary according to the casino site
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9 months ago
Dear player,
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 the 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
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9 months 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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9 months ago
TranslationThanks for the info. I'll wait and see and get back to you with an update. Thanks
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9 months ago
TranslationAfter contacting the casino again today, I was redirected to the support@robocat.com I was referred to the complaint email address. After that, the chat was terminated by support. The complaint email, which was sent days ago, has not yet been responded to. What happens next?
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9 months ago
Dear player,
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.
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9 months ago
TranslationHello, unfortunately, nothing has happened, and the withdrawals have not yet been paid out. I already described today's contact with the casino in the previous post.
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9 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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9 months ago
Translation
Hello,
to answer your questions:
I haven't requested any withdrawals before, so this was my first attempt at a withdrawal.
No bonus was used.
According to support, KYC wasn't necessary, and this is also clearly visible on the casino's website. I've already provided a screenshot above.
I sent you the chat transcripts that were still available to me by email.
Thanks
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9 months ago
TranslationHello, attached are screenshots of today's contact with the casino
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8 months ago
Dear player, have you received any of your withdrawals yet, or are they all still pending?
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8 months ago
TranslationHello, I got nothing but excuses...simply ridiculous what is going on there
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8 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
Dear Lester81,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a RoboCat Casino representative to join this conversation and participate in resolving this complaint.
Dear RoboCat Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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8 months ago
Dear Lester81,
We understand your concern regarding the withdrawal timeframe.
Please note that you currently have one pending withdrawal request, which is scheduled to be executed today.
As per our Terms and Conditions (Section 6.14), "The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors."
We thank you for your patience and cooperation.
Kind Regards,
Robocat Casino Team
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8 months ago
TranslationThe money arrived today. Thank you for that. However, the casino's reputation suffered considerably, which I find very unfortunate, as the casino itself is great. Was this an outlier, or can we expect payouts this long in the future?
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8 months ago
Dear Lester81,
Do I understand the situation correctly that you have received all the funds from the casino, and the complaint can be closed as resolved?
I'll be awaiting your reply.
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8 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Lester81,
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,
Stefan
