RoboCat Casino - Player's withdrawal and account closure are delayed.

After multiple emails to Robocat customer service, specifically to my supposed assistant Santiago, who never responds to my claims about escalating my issue to the relevant department, they say... the money never arrives. I've written countless emails to viprobocat. I can't take this lack of responsibility from the supposed assistant anymore. They encourage you not to complete the withdrawal and to cancel it, giving you the runaround by saying they'll escalate the case. And this happens in the 24-hour customer service chat—it's a disgrace. I requested payment and account closure via chat; I have everything in writing. Ms. Niky told me it would be done, a lie. They haven't paid me, nor have they closed my account. What they do to people is make them desperate. A VIP level 4 member waiting for their money, when the maximum is 5 levels, is a real disgrace. I'm very, very disappointed. I've asked them to pay me my €900 and close my account, and nobody has done anything. They pretend they don't know anything, that they won't close the account. They told me to wait. Nooooo! Gentlemen, if someone requests the closure of their account, they pay it and close the account immediately. PERIOD. I request my €900 withdrawal plus the €400 deposit that you blocked on my card, which you do remove instantly, as well as the shameful advertising you send me in my emails about Santa Claus spins granting free spins when depositing, and to release that bonus it's x1. Well, NO ONE has given me any bonus. I also said this in the chat, and they were going to escalate everything, but nobody says anything. I've had several problems with this casino and I will never play here again. I requested the account closure and they laughed at me. If you don't return my money, I will speak to the bank tomorrow. I will report it as a scam and fraud because that's how I feel, and I will go to court to file the corresponding complaint. You are inciting people and not fulfilling your promises. I expect my €1300 back.

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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.

• How many pending withdrawal requests are currently in your account? Please specify the amounts and the dates you submitted these withdrawal requests, and kindly post a screenshot of your withdrawal history here, if possible.
• Could you please specify the reason for closing your account?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello again, I received several withdrawal requests on December 21st, and being a VIP, when I sent an email to Vip@robocat.com Withdrawals are supposed to be expedited and instant, but that wasn't the case. In the end, I contacted them for the fourth time via live chat, and they still ignored me. They supposedly escalated my case, but nobody did anything—not my account manager, nobody. After more than three hours, I canceled the withdrawal because the chat representatives told me it would take a long time, that I'd have to be in a queue and wait several days, which has never happened before. The truth is, months ago, I requested withdrawals and they were processed within an hour. This time, they weren't. I feel terrible because my account manager showed up the next day saying he wasn't in the office, even though he never answers. But since I filed a complaint… they filed one… They offered me €100 the next day, but with the condition that I had to gamble it several times. I haven't even replied because I feel completely cheated. However, I insist on withdrawing my money, both in live chat and by email. I mentioned several times via chat and email that I want to please withdraw my money and close my account, but they ignore me. They tell me to wait and that when I receive the money, I can write to them and try to close it. It's horrible to do this to someone with a gambling problem, to encourage them to keep playing, to not pay them the money, and on top of that, not close their account by my own decision. I'm attaching here the email that justifies when I made the withdrawal, and also a letter that a friend who is a lawyer wrote for me. I hope they return at least the €400 I deposited, since they haven't returned the €900. All I have are emails encouraging me to gamble, from today, the 24th, and yesterday, the 23rd, but nobody gives anything. They just encourage you to deposit, and nobody gives you the money when you withdraw. I'm asking for your help, thanks to the Casino Guru website.

Hello sagredo,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the details regarding your case.

Could you please confirm that you cancelled the withdrawal requests less than 24 hours after you submitted them?

Have you informed the casino of your gambling addiction and requested that your account be closed? If so, kindly specify when exactly.

Is your account still open, or has it been closed in the meantime?

Look, I cancelled the withdrawal because they told me to cancel it if I wasn't sure about withdrawing it, and I insisted that I was sure and that I wanted my money back and my account closed immediately, which they didn't do. They ignored me. All of this happened on December 21, 2025, when I deposited the money and when I requested the withdrawal. Withdrawals on this site were supposedly fast, even though I sent multiple emails to viprobocat, none of which were answered. They didn't fulfill my request to close the account, nor did they send me the money. I told them about my gambling addiction, and they didn't care at all. A few days later, I received an email from my supposed advisor telling me that they had closed my account on December 25, 2025. Of course, this was after I sent a letter, which I've attached above this thread, explaining my gambling addiction, my concerns, and asking for my money back. It's a disgraceful casino, completely unethical and immoral. They're only interested in you playing, depositing money, and only when you want it. They keep giving me the runaround when I try to withdraw or close my account, and on top of that, they encourage me to cancel the withdrawal. Tell me what I can do about this; it's all very frustrating. Thank you.

Please forward me the full uncropped self-exclusion request you sent to the casino, along with the casino's responses, at veronika.f@casino.guru. Thank you for your cooperation.

Dear sagredo,

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.

Hello Veronika, good evening again. I've sent you the emails from this company to your email address. I've forwarded them exactly as you asked me to, without cutting them. The only way to forward them is to send you what these people send me. I should mention that they responded in English, even though my language is Spanish. The other emails were in Spanish, but the last one, which was the response to my complaint, was sent in English. I should also mention that they closed my account after six days, which shows they are not committed to responsible gaming. I tried to express my anger and explained the situation when I asked them to please give me my winnings and close my account, and of course, they didn't. They kept me on the site longer, and I haven't even been able to recover the money I deposited. So please tell me what I can do to get my money back. Do I have to sue, or what else can I do? Thank you very much.

Thank you for your emails.

I have reviewed your communication with the casino’s customer support, and according to the available records, you mentioned a self-exclusion request for the first time on 11 December. The casino replied and asked you to confirm your decision to self-exclude. However, in your subsequent response, you asked for a bonus instead.

Could you please let me know whether the casino sent you any further messages regarding the closure of your account or self-exclusion due to gambling problems after this exchange?

Additionally, have you received any other emails from VIP support since 12 December? If so, I kindly ask you to forward them to me, as they may be relevant to our investigation.

Thank you for your cooperation.

Dear sagredo,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru