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.
Waiting for casino to reply
4d 17h 6m 35s
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.
We’ve reopened this complaint at the request of Manzzazz.
We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Player's message: (translated)
Hi Tomas,
You’ve already closed my case, but perhaps something can still be done about it – even though my account has been closed, I’m still receiving promotional emails.
Maybe you could look into my case again.
Best regards,
Manuel
Dear Manzzazz,
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, Matej (matej.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,
Tomas
Hello Manzzazz, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.
I’d like to invite a representative of RoboCat Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the invitation to join online gambling club sent to a known gambling addict shortly after their successful self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
Dear Player,
Thank you for contacting us. We are writing to confirm that your account has been officially and permanently closed, and to provide you with the results of our internal investigation regarding your refund request.
Following your complaint, we conducted a thorough audit of your account activity and communication history. Here is a summary of our findings:
February 9 – March 2, 2026: During this period, all your communications with our VIP and Support teams focused strictly on promotional inquiries, bonus eligibility, and cashback calculations. Our team promptly addressed your questions regarding your weekly cashback and deposit bonuses.
March 2, 2026: You submitted a complaint regarding the validity of our license, to which our team responded with the relevant Terms and Conditions.
March 4, 2026: You explicitly mentioned a gambling addiction (GA) issue for the first time. In response to this disclosure, our team promptly directed you to independent support organizations that offer professional assistance to gamblers.
March 6, 2026: In strict accordance with our Responsible Gambling protocols, your account was immediately and permanently closed upon review of your March 4th message.
Our audit concluded that prior to March 4, 2026, you provided no evidence or explicit mention of a gambling problem. Our VIP and Support teams acted appropriately and in accordance with our procedures based on the information you provided at the time.
Additionally, please note that our Responsible Gaming resources are always available to players to assist them in managing their actions. These resources are accessible at any time via the following link: https://robocat.com/en/responsible-gaming.
Furthermore, we kindly remind you of the General Terms and Conditions you agreed to upon registration:
Section 4.1: By opening an account on our Website and by using our Website you warrant that you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances.
Section 6.6.2: No refund can be issued once the deposit in question (or the associated bonus) has been used to place a bet.
Because the funds and associated bonuses were fully utilized for gameplay prior to your declaration of a gambling issue, there is no basis for a refund.
Therefore, your request for a refund has been declined.
Hope this help to clarify the matter.
Kind regards,
Robocat Casino Team
TranslationUnfortunately, I still haven't received a statement of my deposits and general transactions. This concerns the re-invitation of a gambling addict to your VIP club. Furthermore, I already disclosed my gambling addiction via chat beforehand. Do you still have the chat logs? Thank you.
TranslationHello Matej, hello Robocat team,
Thank you very much for the feedback so far.
I would like to clarify a few points, as the casino's portrayal is not entirely accurate:
1. I was unaware of my gambling addiction before registering on the site. Therefore, referring to the terms and conditions is pointless.
The problem only developed on your side as the game progressed.
In retrospect, my deposit frequency, the amount of the deposits, and the short intervals between transactions clearly show that my gambling behavior was already problematic before.
In my view, these patterns should have been recognized as warning signals.
2. I already gave hints in the chat before March 4th that I was losing control and having problems.
I therefore ask you once again to provide me with the complete chat logs so that this can be verified.
3. To date, I have not received a complete list of my deposits and transactions.
I request these again.
This data is absolutely necessary for the assessment of the case.
4. Despite my self-exclusion, I was invited to a VIP club again.
This is a serious breach of responsible gaming standards and shows that my self-exclusion was not implemented correctly.
I ask Casino Guru to include these points in the review.
I remain cooperative and want to resolve the case transparently and fairly.
Best regards
Dear Manzzazz, before I continue mediating this case, I would like to clarify some things from the Casino Guru point of view, to ensure there are no misunderstandings later on.
1. I was unaware of my gambling addiction before registering on the site. Therefore, referring to the terms and conditions is pointless.
Casino Guru is aware of the fact that the gambling addiction can be developed after starting engaging with the casino website. This term is only rarely taken into account, especially in case of first gambling-related issue that we know of.
2. I already gave hints in the chat before March 4th that I was losing control and having problems.
We do not take "hints" as a proof. Support staff are not trained professionals in psychology. Unless the gambling addiction is openly mentioned, or the distress and player trying to stop is clearly visible from the conversation, we tend to dismiss this kind of proof, as it can be easily dismissed by the casino.
3. To date, I have not received a complete list of my deposits and transactions.
The casino representative mentioned you have first mentioned your addiction on 04/03 and the account has been closed on 06/03. If this is correct, the account has been closed within the reasonable amount of time, and I will not request a refund on your behalf. This is because the casino has to do some checks beforehand, and not giving them enough time for account closure, would also invite all kinds of frauds to attempt free betting.
4. Despite my self-exclusion, I was invited to a VIP club again.
This is the main issue here, that I will focus on.
I know the above does not sounds like much, but I believe it is better to know these things beforehand, so you know exactly what will happen and to manage your expectations accordingly.
Dear RoboCat Casino, can you please explain why a known gambling addict has been invited to your private VIP gambling club? Thank you.
Dear Matej,
Thank you for your correspondence.
We would like to reiterate that the player did not disclose or explicitly mention any gambling addiction (GA) concerns before March 4th. Upon receiving his communication on that date, we took immediate action and closed his account.
In regard to the inquiry about his VIP level, we kindly direct your attention to Section 6.12 of our Terms and Conditions, which clearly outlines how VIP statuses are calculated and maintained:
Section 6.12: The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.
We trust this provides the necessary clarification. Please let us know if you require any further information.
Kind regards,
Robocat Casino Team
TranslationThe casino has misunderstood the accusation. It's about your invitation to a VIP club, not about my VIP status, which I had due to my numerous deposits. It's about the explicit invitation, even though I stated in my account closure email that I no longer wish to receive any advertising or anything else. I'm still waiting for my transaction history of all my deposits, which I still haven't received. Furthermore, I find it unacceptable that, similar to my emails directly to the casino, my questions aren't being addressed. I haven't received any replies to my emails to date.
Dear RoboCat Casino, as Manzzazz pointed out, the question is not about the Casino VIP club membership. The problem we are trying to point out is that after the casino management knew the player is gambling addict and closed the account to prevent further harm, the same player has received an invitation to your "members only" special club, to gamble even more.
Dear Player,
Could you please clarify the exact date you received the VIP event invitation? We have reviewed our records and cannot locate any such communication sent to you after March 4th, the date you first disclosed your gambling addiction.
Please note that immediately following your disclosure, our team provided you with resources for independent professional support organizations. Your account was then formally closed on March 6th.
We look forward to your clarification.
Kind regards,
Robocat Casino Team
To speed things up, I can provide the required information:
Von: Robocat <noreply@robocat.com>
Date: Thu March 26, 2026 at 4:42 PM
Subject: 🐝 A private invitation just for you
The message itself offers the player to join your VIP Hive gambling club. It was sent to the same e-mail address the player used to register at Robocat and stated in this complaint too.
Dear Matej,
We apologize, but our communication records do not show any email from March 26th. The last recorded communication was from March 18th, a player complaint.
Kind regards,
Robocat Casino Team
TranslationThe email is definitely from you.
Dear RoboCat Casino, please see the above. The player has forwarded me the message as well.
