The player from Germany had requested two withdrawals of €500 each two weeks ago, but the funds had not been paid out yet. Despite using the same payment method and not claiming any bonuses, the casino had not responded to his emails and had only advised him to be patient in live chat. After the Complaints Team intervened, the casino acknowledged the delay and took immediate action to process the pending withdrawals. The player subsequently confirmed that the funds had arrived, and the complaint was marked as resolved.
RoboCat Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
8 months ago
Translation
I requested two withdrawals of €500 each two weeks ago. The money hasn't been paid out to me yet.
The casino does not respond to my email inquiries, and I am repeatedly asked to be patient in live chat.
I played without a bonus and used the same payment method as usual. I still haven't received my money.
Automatic translation:
Public
Public
8 months ago
Dear kzkh6wtxhm,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal process.
To better understand your situation and assist you effectively, I would like to ask you a few questions:
- What types of games did you play?
- Have you made any successful withdrawals from this casino before?
- Could you please confirm if you passed the full KYC verification?
Your cooperation in providing these details will help us investigate and work toward a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
8 months ago
Translation
Hello, thank you for the answer:
I played regular slots from providers like Pragmatic Play, Yggdrasil, etc.
I've never had any problems with withdrawals in the past. The money always arrived in my account within 3-5 business days.
KYC was completely normal. I signed up with my details. The page then said, "It looks like your account doesn't need to be verified. Enjoy our games."
Automatic translation:
Public
Public
8 months ago
Translation
In the meantime, I contacted live chat and email support several more times. In the live chat, I was still asked for patience, but without receiving any concrete reasons for the delayed payout. The email response was also very vague and didn't specify a processing time or anything similar. It was very similar to the response in the live chat.
Automatic translation:
Public
Public
8 months ago
Thank you very much, kzkh6wtxhm, for providing all the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
8 months ago
Dear kzkh6wtxhm,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite RoboCat Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
8 months ago
Translation
I've attached screenshots of the withdrawals below. These prove that they were "real" funds and not bonus funds. 
Automatic translation:
Public
Public
8 months ago
Dear all
Thank you for your patience.
We're deeply sorry for the inconvenience caused. Rest assured, we're taking immediate action to process the pending withdrawals as soon as possible.
Best Regards
Robocat Team
Public
Public
8 months ago
Translation
The money (all of it) just arrived. Thank you very much!!
Automatic translation:
Public
Public
8 months ago
Dear kzkh6wtxhm,
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,
Jana
Casino.Guru
