The player from Germany had requested a withdrawal two weeks ago and had since contacted support multiple times, receiving only apologies and promises of expedited processing. Despite being informed that the request had been forwarded to the finance department, she had not yet received her funds. The issue was resolved, and the player marked the complaint as resolved in the system after receiving her winnings. We appreciated her cooperation and encouraged her to reach out for assistance with any future issues.
RoboCat Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,139
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
Sensitive attachment
Sensitive attachment
5 months ago
Translation
I have already written several times and I have written to the support and they only tell me that they apologize for the delay and that I should be patient a little longer, it has been forwarded to the finance department
Then I was told they would forward a manual payout to speed things up, but nothing. To date, the money hasn't been in my account. I hope you can help me.
Kind regards
Automatic translation:
Public
Public
5 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 makes such a request, 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.
Dear Giusysun,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with RoboCat Casino. 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?
- Have you accumulated your winnings with or without an active bonus?
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.
Best regards,
Katarina
Public
Public
5 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 Giusysun,
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,
Katarina
