The player from Italy is facing difficulties withdrawing her funds of €410.00 from Robocat Casino due to ongoing verification requests for a physical card, despite using a virtual debit card. She has provided numerous documents but has not received a resolution.
RoboCat Casino - Player's withdrawal is blocked by casino’s verification issues.
Opened
Current status
Waiting for player to reply
5d 22h 7m 17s
RoboCat Casino
Safety Index 6.5 Above averageCase summary
Discussion
Public
Public
2 days ago
Translation
Good morning, I would like to report a serious problem with Robocat Casino (https://robocat-1455.com/it/).
Until a month and a half ago, I regularly deposited and played with my virtual debit card.
Then I received a notification that I needed to verify my account and upload a photo of the front and back of the card. For a month and a half, I tried to explain that since the card is virtual, it doesn't have a front or back.
In this time frame, I've sent numerous screenshots of my debit card, selfies of my face with their website in the background, and bank statements: to no avail, and they keep asking me for the front and back.
I've lost count of how many times I've explained the situation both via email and in live chat.
At this point, I really believe they're trying to unduly withhold my balance (€410.00), which I can't withdraw under any circumstances since all withdrawals are blocked. Where I come from, unduly withholding someone else's money is called "theft."
I would like to share my situation with Casino Guru, because it is important for everyone to know how unfair Robocat is.
Thank you
Automatic translation:
Public
Public
yesterday
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.
Public
Public
yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
