The player from Germany has been waiting over two weeks for a withdrawal and has received no updates despite being told by support that he is at the top of the list for processing.
RoboCat Casino - Player's withdrawal is delayed.
Opened
Current status
Waiting for player to reply
3d 3h 32m 52s
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello,
Unfortunately, I've been waiting for my payout for over two weeks. For the past week, support has been telling me I'm at the top of the list, but nothing has happened.
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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
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 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,
Attila
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3 weeks ago
TranslationHello,
KYC verification was not required. No bonus. Yes, it was my first withdrawal, but I've never had any problems with withdrawals on other sites from the same group/provider.
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3 weeks ago
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Here is the open request
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3 weeks ago
TranslationHello Casino Guru Team,
I would like to give an update on my case.
My payment of €500 via IBAN has still not been processed and has been in "processing" status for over 16 days.
The casino simply repeats that I'm "at the top of the list," but no progress is made. There's no concrete reason given for the delay.
Since the usual processing time has already been exceeded, I have the impression that the payment is being deliberately delayed.
I urge you to actively investigate the case and contact the casino directly.
Thank you so much for your support.
Best regards
[Redacted]
Edited by a Casino Guru admin
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3 weeks ago
TranslationI then requested proof of the transaction, and received a copy-pasted version of the above message... Following this, I again asked the casino to send me proof of the failed transaction and/or to pay out my money, but since then nothing has happened... no answer, just silence 🙁...
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2 weeks ago
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, Samuel (samuel.s@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,
Attila
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2 weeks ago
Dear Sveniii,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from RoboCat Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear RoboCat Casino,
Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
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2 weeks ago
TranslationHello,
Initially, there were various excuses, but I was now asked to complete a KYC check. My data was uploaded the day before yesterday and I'm now waiting for verification.
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2 weeks ago
TranslationThe KYC check is dragging on... I was supposed to provide transaction records for the credit card... which I did... but I redacted my account balance... I don't think they need it... but it was rejected anyway... I also asked for a selfie with my ID card because the website wasn't visible in the background... but I don't have a computer... how am I supposed to do that then??
I've never had such a strange KYC exam before...
I have no idea what to do now... it's starting to get incredibly annoying.
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2 weeks ago
Dear Sveniii,
We would like to kindly inform you that we are checking the matter with our Verification team and we will have updates for you as soon as possible.
Thank you for your patience and understanding.
Best regards,
Robocat Team
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2 weeks ago
TranslationHello and thank you,
Do I need to upload something again? Or are the files you have sufficient for now?
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1 week ago
TranslationHmm, hello? Would a withdrawal to the Visa card be easier? I don't really understand the problem.
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1 week ago
Hello Sveniii,
thank you for your updates. I understand that the verification process has been frustrating.
At this stage, please wait for the casino to confirm whether the documents you have already provided are sufficient or if any additional documents are required.
RoboCat Casino, could you please clarify what exact documents are still needed from the player (if any), and whether the current submission is sufficient to proceed with the verification?
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1 week ago
Dear Sveniii
Thank you for your patience.
We kindly inform you that the transaction history was rejected because it was not submitted in the original PDF format. Please download the document directly from your provider and upload it again without taking a screenshot or changing the file type. Moreover, we are waiting a clear selfie of yours holding the front side of your id document.
Thank you for your cooperation.
Best regards,
Robocat Team
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4 days ago
Hello everyone,
Thank you, RoboCat Casino, for the clarification regarding the required documents. Your guidance on the original PDF and the selfie with the ID is appreciated.
Dear Sveniii,
Please follow the instructions provided by the casino and submit the original PDF of your transaction history along with a clear selfie holding the front of your ID. Once you’ve done so, the verification process can move forward.
