The player from Germany had requested a withdrawal three weeks prior after building a balance, but she had not received her funds yet. She was in daily contact with customer service, receiving minimal responses, while expressing frustration about the impact on her family's livelihood. The issue was eventually resolved, and her complaint was marked as resolved in the system after she confirmed that the matter had been addressed satisfactorily.
RoboCat Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
Hello,
I played there for the first time at the beginning of August and built up a balance pretty immediately. I played from €2,500 down to €1,000 and then cashed it out in two stages. You can only request €500 per day there. Since then, I've been in daily contact with the customer service chat and via email (I almost never get a reply there), and they tell me to wait. I've been waiting almost a month now, and they're playing with my family's livelihood! This isn't just a scam, it's more than that. It can't be right that I have to wait a month!!!
Automatic translation:
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Public
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6 months ago
TranslationHello,
No, these are my first withdrawals since it was the first time I played there.
My player account says "verified" from the start, but I also submitted my ID to the casino via chat and email without being asked. I don't know of any other KYC issues.
I played without a bonus.
I have played slot machines such as Roman Legion, Savanna Moon, etc.
I also wrote to the casino again yesterday, telling them how urgently I needed my money. I've been waiting four weeks, and nothing has changed. I read that many others are experiencing the same thing.
Automatic translation:
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6 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 Romi1503,
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,
Veronika
