The player from Germany had three outstanding €500 withdrawals from the casino RoboCat since March 10, 2025, and had been in regular contact with support without receiving any updates. Despite a previously swift first withdrawal, he had faced delays and was considering legal action due to the lack of communication. The issue was resolved as the entire amount was paid out that day. The Complaints Team confirmed the case was closed and appreciated the player's cooperation.
RoboCat Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
8 months ago
Translation
Hello, since March 10, 2025, there are three outstanding withdrawals of €500 each with the casino operator RoboCat.
I'm in regular contact with the online live support. Unfortunately, they just keep me waiting, and they don't give any reasons for the wait times or delays.
Since March 18, 2025, I have been contacting RoboCat's email support daily, with no response to date.
My first withdrawal of €500 was processed within 24 hours.
Now there are open questions:
Can I file a report with the local police?
Is it worth consulting a lawyer?
Automatic translation:
Public
Public
8 months ago
Dear Axe1,
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 that I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you passed the full KYC verification?
Have you accumulated your winnings with or without an active bonus?
Regarding your questions about contacting the police or a lawyer, I would recommend waiting for now. This casino has received multiple complaints about delayed payments, and while they process withdrawals slower than we would all prefer, most players eventually receive their winnings.
I understand how frustrating this situation can be, but patience is key. In the meantime, I strongly advise against gambling with the pending winnings before the payout is processed, as this could complicate the withdrawal process.
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,
Veronika
Sensitive attachment
Sensitive attachment
8 months ago
Translation
Hello Veronica,
It's nice to get a response from you so quickly.
Now to the open questions.
On March 9, 2025, I received €500. The whole process took about 24 hours, so everything went pretty quickly.
I then initiated the payments that were still outstanding.
Can you please explain to me how and, more importantly, what exactly KYC verification is and how it works?
I verified my identity through an online provider. No further verification is required on the casino operator's website. I'll try to attach a photo.
The profit was generated with active bonuses.
I deposited €100 and received €200 in bonus money, so I had a total of €300. Of course, I had to wager this amount. I don't know how this is calculated, but the total amounted to over €10,000. I wagered this amount, and the money was converted into real money. The first €500 also came from my winnings.
I would like to have the €1500 paid out and will not reinvest it.
The casino has no right to drag out the withdrawal process like this. In your experience, how long do such delays usually take?
And what can you do to help?
Best regards
Axel N.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
8 months ago
Thank you for your response and for providing additional details.
Regarding KYC verification, it typically involves verifying your identity, payment method, and sometimes proof of address. If you completed verification through an online provider and the casino has not requested further documents, it seems your account should be verified. However, some casinos may request additional checks before processing withdrawals, especially for larger amounts or bonus-related winnings.
Since your winnings were accumulated with an active bonus, it’s crucial to check whether all bonus terms were fully met, including wagering requirements and any withdrawal limits. Could you please send me a link or a screenshot of the bonus you activated and played with?
As for the delay, based on similar complaints, some players report waiting anywhere from a few days to two weeks for withdrawals to be processed. While this is frustrating, the fact that you successfully withdrew €500 before is a positive sign. Could you please send me a screenshot of your transaction history showing your pending withdrawal requests?
Sensitive attachment
Sensitive attachment
8 months ago
Translation
Hello Veronica,
I remember taking an online exam. This is repeated at regular intervals.
My ID was checked there; further documents were sometimes not required. I had attached a photo to my last message.
All bonus terms and conditions were met. The wagering requirement for the bonus funds was over €10,200. I wagered this amount, and the bonus funds were converted into real money.
I took pictures of the bonus I had back then and my current active bonuses and have attached them.
Now I've been waiting for much longer than 2 weeks.
I am also attaching pictures of the payout processes.
Best regards
Automatic translation:
Public
Public
8 months ago
Translation
Hello Veronica,
the entire amount was paid out today.
The case can therefore be closed.
Automatic translation:
Public
Public
8 months ago
Dear Axe1,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
