The player from Germany faced issues with the casino Robocat, claiming unfair treatment and lack of support regarding his problematic gambling behavior. He had deposited approximately €25,000 since November 2025 and encountered problems such as uncredited winnings and unresponsive support, while his requests for assistance in limiting his gambling were ignored. We reviewed the case and concluded that the casino closed the account shortly after the player informed them about his gambling issues, which was considered acceptable. Since no evidence was provided that the casino failed to protect the player before self-exclusion, and responsible gambling features mentioned were not mandatory, the complaint was rejected. The player was encouraged to provide further evidence if available for future assistance.
RoboCat Casino - Player seeks resolution for withdrawal issues and unfair treatment.
Other
Amount: €25,000
RoboCat Casino
Safety Index:Above averageCase summary
Translation
Subject: Unfair Treatment by Robocat – Lack of Transparency, Lack of Support, and Problematic Gambling Behavior Dear Casino-Guru Team, I would like to file a complaint against the online casino Robocat, as I feel unfairly treated as a player and the provider offers no support despite multiple notifications of my problematic gambling behavior. Since November 9, 2025, I have deposited approximately €25,000 there. During this time, there have been repeated problems that were not resolved by support: – Winnings from free spins were not credited or only partially credited.
Bonus rounds were cancelled without any winnings being transferred.
– My account balance has changed inexplicably several times without me receiving a comprehensible overview.
The support team is either not responding or only providing boilerplate responses, even though I requested a full breakdown of my transactions. I also mentioned to the casino that I'm having difficulty controlling my gambling and asked for assistance (e.g., limits, self-exclusion, or counseling). Unfortunately, this was completely ignored, and I was able to continue depositing large sums without any restrictions. I find this behavior unfair, opaque, and irresponsible, as a casino should at least respond to indications of problematic gambling behavior and offer support. I therefore request your mediation so that Robocat can finally provide me with a complete and comprehensible overview of my transactions and explain why my inquiries and requests have been ignored. Thank you for your assistance. Sincerely,
Manuel ****
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Hello,
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 we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues, where you asked for help due to concerns about gambling problems? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request via email at support@robocat.com, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings RoboCat Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
Thank you very much in advance for your reply.
Best regards,
Tomas
TranslationHello Tomas,
Thank you for your feedback.
I raised the issue of gambling addiction via live chat at the time, but I don't have a screenshot of it, as I didn't expect to need proof later. I explained to support that I was having trouble controlling my gambling and that I needed help.
Despite this warning, I was still able to make numerous deposits in a short period of time without any restrictions (often €50 and €100). The VIP system even actively tracked these deposits and sent me offers based on them.
The casino did not respond, set no limits, and offered me no protective measures.
I hope this information is helpful.
I will also send you the email regarding self-exclusion, in which you are CC'd.
Best regards
Manuel ****
TranslationHello Tomas,
I wanted to give you some brief feedback:
I have now received a response from the Robocat VIP team to my initial refund request. I replied directly and copied you on the email so you can follow the entire conversation.
Important for context:
My initial message to Robocat focused solely on the refund request and the lack of a German license. The aspect of my problematic gaming behavior was not yet included.
However, in my recent communication, I clearly pointed out that I had already mentioned in the chat that I have difficulty controlling my gambling behavior. Robocat should also have recognized this based on my deposit history (many €50 and €100 deposits in a very short period, VIP tracking, personalized offers).
Robocat did not address these points in its response and merely quoted general terms and conditions without addressing the issue of player protection.
I will keep you updated on any responses.
Thank you for your support.
Best regards
Manuel *****
TranslationHello Tomas,
I would like to add an important point to my case.
My concern in this context is not about the casino's lack of a license, but solely about player protection.
My deposit behavior was clearly problematic over a longer period. I made numerous €50 and €100 deposits in a very short time, which the casino could clearly detect through VIP tracking and the personalized offers based on it.
Despite these clear warning signs, no player protection measures were implemented. There were no limits, no notifications, no contact attempts, and no account suspension. Instead, I was able to continue depositing without hindrance, and the casino even sent me offers that directly referenced my losing streak.
In my view, this constitutes a clear violation of player protection obligations, especially since the casino itself highlights corresponding measures on its website, but these were not applied in my case.
I will keep you updated on any response from the casino and thank you very much for your support in this matter.
Best regards
Manuel ****
TranslationAs of today, my account is still not blocked.
Thanks for your reply.
I went over the communication you provided via email.
Please note, we believe the online casinos are obligated to provide a mechanism of self-exclusion to players suffering from gambling addiction.
We may only assist you with a refund of money that was lost if you informed the online casino about your gambling issues and the casino didn't act to protect you.
Without this evidence, we are powerless in pursuing the complaint in the direction arguing the casino failed to protect you. Please let me know when the last time the casino allowed you to deposit was.
Looking forward to your reply.
TranslationHello Tomas,
Thank you for your feedback.
My last deposit at Robocat was made on: 05.03.2026.
I have already reported my gambling addiction to the casino several times via chat. Furthermore, my gambling behavior was clearly problematic over a longer period and readily apparent to the casino. I made numerous €50 and €100 deposits in a very short time, immediately gambled away any winnings, and was simultaneously being actively tracked by the VIP system and contacted with personalized offers that directly referenced my losing streaks.
In my view, the casino should have recognized these warning signs and implemented appropriate player protection measures. However, this did not happen.
I hope this information helps you in further evaluating the case.
Thank you for your support.
Best regards
Manuel ****
TranslationFurthermore, the casino has no way to set a limit or activate self-exclusion independently via the account, and emails are only answered several days later. Moreover, I have repeatedly informed the casino that I have a gambling addiction problem; as I said, this is also evident from the many deposits in a short period of time.
TranslationI can also send you the notifications from the VIP program regarding my losses and my deposit history if you don't already have it.
Thanks for your patience.
I went over the communication you shared several times; however, there is little for us to assist you with based on the available information.
From our perspective, the casino closed your account shortly after you informed them about your gambling issues, which we consider an acceptable outcome. We can't ask them to refund you for deposits spent shortly before the self-exclusion was processed. As such, we can't pursue a refund on your behalf further. The other responsible gambling features you mention are not mandatory from our point of view, and we can't ask the casino to implement them or penalize them if they don't implement them.
Without further evidence, the complaint will be closed. If you happen to recover your chats, feel free to contact us again, and we'll try our best to assist you.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
