The player from Germany had not received a payout approved on May 2, 2025, despite repeated assurances from support that it would be processed. An additional part of his winnings was canceled, leading to frustration. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player to inquiries and reminders. Consequently, the complaint was closed, but the player retained the option to reopen it in the future if he chose to resume communication.
RoboCat Casino - Player’s withdrawal is delayed and winnings are confiscated.
Closed
Our verdict
Player stopped responding
Amount: €100
RoboCat Casino
Safety Index 6.5 Above averageCase summary
Discussion
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1 year ago
Translation
Hello everyone,
I received approval for a payout on May 2, 2025, but it has still not been transferred to my account.
Support keeps saying that it will be forwarded to the finance department. Several days have passed since my last contact and so far there has been no sign of anything. The other part of the money I won cannot be withdrawn because it has been canceled by Robocats. I don't know the reason but I suspect that they don't accept the bank I chose to pay out, even though I always deposit the money with the same bank. Out of frustration I lost the 800 euros that I couldn't withdraw, so I never want to have anything to do with the site again. However, the 100 euros that were approved for me are no longer available, so I have no other choice but to hope for the money and spend it on myself. I hope you understand my frustration. I have been fighting for a long time but no one can help. Thanks for reading.
Automatic translation:
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1 year ago
Dear sinan44akdemir,
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 if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or is it related to your account only?
- Have you been advised to repeat your withdrawal requests or use another payment method instead?
- Is your withdrawal from May 2nd still pending in your account? Have you inquired about the status of that particular payout?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
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1 year ago
Dear sinan44akdemir,
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.
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1 year ago
Thanks for your reply and the submitted information.
I apologize for not replying sooner.
- Did the casino ask for the bank statement associated with the Mastercard bank card used for the payout to launch an investigation?
- Would you be able to provide the statement confirming you haven't received the 100€ since May 2nd if requested?
Looking forward to your reply.
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1 year ago
Dear sinan44akdemir,
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.
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1 year ago
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,
Tomas
Casino.Guru
