RoboCat Casino - Player's withdrawals are delayed.

Good morning..I had requested the first withdrawal of 500 which I received on the 4th business day.. after that I have 3 withdrawal requests which I have not received yet.. and the 3 requests equal 1400 euros.. 500 500 and 400.. especially the first of the 3 requests is from the 3rd of the month without receiving a response. In support they constantly tell me the same excuses.. you will receive your money soon.. and there is a large volume of payments.. your money is safe. and such differences.

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.

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.

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Did you accumulate your winnings with or without a bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

When was the last time the casino customer support communicated with you regarding the delay in processing your payments?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Good morning.. listen to see how the situation is now.. some data has changed.. the games I played were exclusively in the casino.. no bonuses.. pure money.. as for identification.. I was not asked for anything but it shows that I am verified and my account is ok.. I had requested 3 withdrawal requests.. 500 500 and 400... last Sunday I received 2 emails that the 2 requests of 500 and 500 euros were completed.. from these emails only 500 euros were added to my account.. nothing else.. the second 500 were not added while the email said completed.. as for the request of 400 euros, it is in processing status.. thank you very much.

Hey, will you help me.. I've lost myself every minute, every hour with these bums... they make fun of me and torture me.. until I lost the 400 ..... I'm waiting for the 500 that I don't see myself ever getting.

Thank you for the updates. I would like to clarify a few points regarding your account:

1. Am I correct in understanding that you played through the €400 you initially wanted to withdraw?
2. Have you received the €500 withdrawal in the meantime? If not, could you please specify the exact date you requested this withdrawal?
3. Kindly forward all communication between you and the casino’s customer support regarding the delay in processing your payment to veronika.f@casino.guru, or you may post screenshots here.

Thank you very much for your patience and cooperation.

1. yes, I played the 400 correctly..the 500 that they said were in my account..it had come that the payment was made.. in the meantime I didn't get any money.. I sent them screenshots of my account to support that the money didn't go in.. after that..they returned the 500 to my robocat account. In the end I couldn't withdraw it.. they told me that they want to roll it over even though it was rolled over..in the end I rolled it over..and I got a withdrawal on the 20th of the month. Since Thursday I've been waiting for payment. And I don't see any progress.

Good evening..despite repeated attempts with support to make the withdrawal I requested from the 20th of the month, Thursday, of 500 euros, they continue to write to me saying I'm sorry and such.

Dear Lostre13

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, Martin (martin.l@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

Hello Lostre13,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to advise you not to play your balance any further.

I would also like to invite the RoboCat Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the issue to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Lostre13 can expect his withdrawal to be processed?

Dear Lostre13,

Thank you for reaching out to us.

We would kindly like to apologize for the delay of your withdrawal request.

Please be informed that your payment has been forwarded with priority and we expect the finalization in the nearest time.

We thank you for your patience and understanding.

Kind regards,

Robocat Casino Team

Dear casino representative,

thank you for your response.

Dear Lostre13,

please let us know when you receive your funds.

I received the withdrawal of 500 euros..now it is in waiting status for the withdrawal of 400 euros...I hope they credit the money soon..

Hello Lostre13,

I am happy to hear things are moving in the right direction. I will leave this complaint open for now. Please keep us updated on any new developments.

Thank you very much for everything you did to help me..in the end I canceled the 400 withdrawal and lost it...robocat is so tragic that it forces you to play your money again...since in order to get the money credited, they literally make you sick..

Dear Lostre13,

thank you for your message. Would you please clarify the whole situation and timeline once more?

Have you managed to receive any funds on your account since opening this complaint? In your last message, are you referencing the 400 Euros you have lost before or have you lost an additional 400? Are there any funds outstanding in your account?

no, there is no more money in my account, neither for withdrawal nor for anything...thank you for everything...also please do your best to close this crappy company called robocat...it ruined my entire December financially and not only that...thank you

Dear Lostre13,

Thank you for the updates and for cooperating throughout the process.

I fully understand your frustration and dissatisfaction with the delays. However, since all remaining funds have been played and there is no longer any unpaid balance or active withdrawal request, there is unfortunately nothing further we can pursue with the casino. For this reason, I will now have to close this complaint.

If you experience any new issues in the future or have another case you would like us to review, please feel free to submit a new complaint. We will be happy to assist.

Kind regards

Martin