The player from Spain had requested a withdrawal of winnings on October 11, 2025, but the withdrawal remained pending two months later despite prior profile verification. The casino repeatedly requested his ID, a selfie, and a photo of him holding his ID with the casino visible, which he resubmitted multiple times, yet he only received evasive replies and no progress. We intervened by communicating with both the player and the casino, reviewing the photos submitted by the player to assess their compliance with the casino's requirements. After multiple submissions and verifications, the casino confirmed completion of the account verification and escalated the withdrawal for priority processing. The transaction was ultimately successfully completed, and the player was asked to confirm receipt of the funds before the complaint was closed due to his lack of response.
RoboCat Casino - Player’s withdrawal is delayed.
Player stopped responding
Amount: €500
RoboCat Casino
Safety Index:Above averageCase summary
Translation
I am opening this dispute as a last resort, since I have been waiting for the withdrawal since October 11, 2025. During all this time, they have not requested any documents from me, even though my profile was verified before I requested the withdrawal.
After complaining several times via chat and email, they finally requested several documents. I sent them, specifically a picture of my ID. Subsequently, they requested a picture of me holding the ID with the casino visible on a screen, all in the same photograph, which I sent.
Having received no response, I complained again and was told they hadn't been able to view the image correctly, requesting another photo of my ID, a selfie, and yet another photo showing me with my ID and the casino in the same image. I resent all the requested documentation, but only received evasive answers.
I have attached several emails as proof and, to this day, my account remains in a pending state, with no progress.
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.
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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.
- Which of your documents are currently pending verification?
- When was the last time you sent a document to the casino for KYC?
- Have any of your documents been successfully approved so far?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- Did you accumulate your winnings with or without a bonus?
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
TranslationWhich of your documents are currently pending verification?
They don't tell me, but in theory they should all be there.
When was the last time you submitted a document to the casino for KYC?
The last time, this being the 5th time I sent it, was on December 6th
Have any of your documents been successfully approved so far?
Before I tried to withdraw my documents, they were approved, and I tried to verify this with the chat. Later, they verified my selfie, but then they asked me for it again.
What kind of games did you play? Slots, live casino games, or sports betting?
Slot machines
Did you accumulate your earnings with or without the bonus?
I think I remember it being with a bonus, the Playid welcome bonus.
TranslationHello, I'd like to get some more information because my pending withdrawal was cancelled yesterday, and since I can't request a refund again, I can't do anything. This is a fairly common practice that has happened to me before with this casino, including a €500 withdrawal that was cancelled. I understand they do this to encourage you to gamble or feel tempted to do so.
Hello Tyleex,
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 your patience while I was out of the office.
Please forward me the most recent communication between you and the casino regarding the cancellation of your withdrawal request at veronika.f@casino.guru.
Have you selected the same payment method for your withdrawal as you previously used for depositing?
TranslationHi Veronica, I hope you had a good vacation. I'm desperate to get your help. I just forwarded the communications I had with the casino, and I'm sending you the notification that the withdrawal was cancelled in another email.
Regarding your question, I withdrew in the same way I deposited.
Dear Tyleex
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite RoboCat Casino representative to join this conversation.
Dear RoboCat Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
Dear Tyleex,
To maintain the highest security standards and comply with our regulatory requirements, we must complete a brief verification of your account before we can finalize the transaction.
For this process, we require a good-quality selfie that shows you holding your ID next to your face. In the same photo, we also need to clearly see our casino logo. Please ensure that your face is fully visible, the details on your ID are legible, and the logo on the background screen is clear and unobstructed.
You can submit this photo by uploading it through the document portal in your account settings. Once this information is received and reviewed by our team, we will proceed with your withdrawal as quickly as possible.
Best regards,
Robocat casino Team
TranslationHello Mirka and Casino Guru, I have already sent that photo 5 times both through the platform as requested and through email as requested on several occasions, where the only response I get is that they need time; we are talking about withdrawals requested in October 2025
Dear Alvaro,
To ensure the security of your account and to proceed with the processing of your funds, we require a successful completion of our verification process. The relevant department has reviewed your submission and informed us that the selfie provided was not eligible for acceptance due to insufficient image quality.
To continue with your withdrawal, please provide a new, high-quality selfie.
As soon as the updated photo is verified, we will prioritize the processing of your withdrawal.
Thank you for your cooperation and understanding in keeping your account secure.
Best regards,
RoboCat casino Team
TranslationGood morning, I have just uploaded a new image to the platform for the fifth time, as requested. It clearly shows the casino's website along with my face and an identification document. If it is rejected, I can attach it to this same conversation so that Casino Guru can review it.
Dear player,
Could you please send me your last submitted photos to miroslava.d@casino.guru for review?
Thank you.
Dear Alvaro,
Thank you for providing your verification documents.
Upon review, the relevant department was unable to accept your recent selfie. To complete the security process and ensure the safety of your account, we require a new high-quality photo that meets the following criteria:
You must be holding your official ID document next to your face. All details on the ID, including your name and photo, must be perfectly legible and in focus. The Website Name homepage must be clearly visible on a screen in the background of the photo.
Please ensure the lighting is sufficient and that no parts of the ID are covered by your fingers or glare.
We appreciate your cooperation.
Best regards,
RoboCat Casino Team
TranslationGood morning, I'm sending the file again, Mirka. Since I'm uploading the image through the platform, can I send it to your email?
TranslationI've uploaded the image again. Please, to avoid further delays on this matter, as it's been 6 months, let's try to expedite it as much as possible.
Dear player,
Feel free to send me your last submitted photos to miroslava.d@casino.guru for review.
Thank you.
TranslationI just sent you the last two photos I sent them. Keep in mind that my account was already verified, but they decided to ask me to verify it again as soon as I tried to withdraw. I'm sending you these last two, although I've actually uploaded six to the platform.
Dear Tyleex,
Unfortunately, our verification department was unable to accept the selfie provided.
Please be assured that as soon as a valid selfie is received and approved, we will proceed with your withdrawal as soon as possible.
To help ensure your next photo is accepted, please make sure that the quality is good, and where we can clearly see the name of our website in the background.
We appreciate your patience and cooperation as we work to keep your account secure.
Best regards,
RoboCat Casino Team
Dear Tyleex,
Please try to retake the mentioned selfie in the best quality possible according to casino's requirements.
Thank you.
TranslationI find this insulting. I understand you've been able to see the quality of the photos I sent you. The images I attached are in 4K resolution, taken with an iPhone 15 Pro. Each image is two megabytes, so I understand the problem isn't the photo quality, as I've made sure that aspect is also met. To try and resolve this as soon as possible, I've uploaded a new image. Thank you very much.
TranslationHello, I haven't received a response yet.
Dear player,
Based on the photos you sent me, I understand casino's concern with the quality. If you believe, your newly submitted photo should meet the requirements, and still are not accepted, please send them to me for review.
Thank you.
TranslationBut I've sent you the same photos directly to your email so you could assess it.
Dear Tyleex,
We are pleased to inform you that your account verification process is now complete.
Regarding your current pending withdrawal of 500 EUR, we have escalated your request for priority processing.
While standard processing times may vary depending on your chosen payment method, our finance team is now fast-tracking the transaction to ensure the funds reach you as quickly as possible.
Best regards,
Robocat Casino Team
Dear All,
We hope this message finds you well.
We are pleased to inform you that players transaction has been successfully completed.
Kind Regards,
RoboCat Casino Team
Dear Tyleex,
Could you please confirm, if you have received the full disputed amount by now?
Thank you.
Dear Tyleex,
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,
Mirka
Casino.Guru
