The player from Italy had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. The player reported that the casino had stopped replying to emails and had blocked chat communication, despite claiming the withdrawal and bank transfer were made. We had advised patience due to common processing delays and had requested further information to assist. The complaint was then marked as resolved after the player confirmed the issue had been settled.
RoboCat Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €290
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Translation
Delayed Withdrawals – RoboCat Casino
HI,
I am filing a complaint regarding several unprocessed withdrawals from RoboCat Casino.
I currently have the following pending withdrawals:
170 requested on March 23, 2026 (already beyond the timeframe stated by the casino)
20 requested on March 23, 2026
100 requested later (this Sunday)
For a total of approximately 290 in withdrawals not yet received.
The casino claims processing times of 3–5 business days, but none of the payments have been completed. The first withdrawal has already gone well beyond that time.
I've contacted customer support several times, but I only get generic responses like "your withdrawal is being finalized" or "please wait," with no specific date. Additionally, my access to live chat has recently been limited.
My account is fully verified (KYC completed) and I have complied with all terms and conditions. I have not been given any valid reason for these delays.
I have already filed a complaint with the Curaçao eGaming regulator, but have not yet received a response.
I kindly ask Casino Guru to:
examine the case
contact the casino
help unlock and process my withdrawals
Casino Details:
Name: RoboCat Casino
Total pending withdrawals: 290
Payment method: Mastercard
Verified Account: Yes
I remain available to provide any additional proof (screenshots, emails, transaction history).
Thank you for your attention. And please help.
Best regards,
Antonio
Automatic translation:
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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.
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3 weeks ago
Dear Antmad23,
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
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3 weeks ago
TranslationThey don't reply to emails anymore and they blocked my chat so it's not normal
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2 weeks ago
Dear Antmad23,
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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2 weeks ago
TranslationThey say they made the withdrawals, then the bank transfer, but nothing arrived
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1 week ago
Dear Antmad23, thank you for your response. 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?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.
Karla
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Antmad23,
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,
Karla
