The player from Greece had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player reported that her account had been closed due to alleged violations of casino terms related to connecting from different IP addresses. After investigating, the casino stated that the withdrawal had been canceled by the player and the funds had been played. Due to the lack of response from the player to our inquiries, the complaint was closed; however, the player could reopen it in the future if she chose to resume communication.
RoboCat Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €323
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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10 months ago
Translation
I played at this casino 2 days ago with real money and won the amount of 323 euros. The casino told me that withdrawals are not processed on weekends and today, Monday, they sent me a message that my winnings are being canceled because I have played from different internets, that is, from different IPs. Please resolve the issue!!! I will wait for news immediately, thank you!!!!
Automatic translation:
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10 months ago
Dear Blackdiamond,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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10 months ago
TranslationHello again!!! The issue is not about a late payment. As I told you in the original message, I requested a withdrawal of my 323 euros. Because it was the weekend, they told me it would be processed on Monday. And when I went in on Monday to talk to them to ask what stage the withdrawal was at, they told me in the chat that it had been seen that I had connected to my account from different IPs and they heard my winnings and closed my account because in their opinion I had violated the casino's terms because I had connected from different IPs. Since when and until now am I allowed to connect from only one internet????? This does not exist anywhere and I have been a member of all online casinos for years. No such terms exist anywhere!!! Please intervene so that I can figure something out. This is not possible. I have already filed a complaint against the casino!!! From what I've been informed, they have a system and have done this to 4 other people!!! I'll be waiting for news soon, thank you!!!!
Automatic translation:
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10 months ago
Dear Blackdiamond,
Can you please advise if you have ever used VPN to access the casino website or any game which were not available in your country of registration?
Additionally, please forward the communication between you and the casino related to the case to nikolas.b@casino.guru for further review.
Regards,
Nick
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10 months ago
TranslationNo, I never used a VPN because this particular casino can be accessed from everywhere in my country, I can enter normally!!! The communication was via live chat and unfortunately I have no communication, I did not have time to pull something because they have angered me!!!! This cannot happen anywhere!!! It is unacceptable and such a condition does not exist in Greece. If each company makes its own conditions to eat profits from players as this particular one has done to me and 4 other people that I have been informed about!!!! I beg you very much to intervene because things will get worse with the complaints I have filed!!! I am waiting for news immediately, thank you!!!
Automatic translation:
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10 months ago
Thank you for your message.
Please note that the casino operates under its own rules and regulations, which are determined by its licensing authority, regardless of the country of residence of the player.
Additionally, the use of VPNs is commonly restricted across most online casinos, so this is not an unusual policy.
We will reach out to the casino to request evidence of login activity in order to determine whether any prohibited software may have been used.
I am now forwarding your complaint to my colleague Kubo (jakub.m@casino.guru), who will be taking over and assisting you further from this point on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Dear Blackdiamond,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the RoboCat Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear RoboCat Casino,
Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?
Thank you in advance for your response!
Best Regards,
Kubo
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10 months ago
Dear Blackdiamond,
After investigating your request, we noticed that the particular withdrawal request that you are refering to, was cancelled by you and played.
Please, keep in mind that withdrawal requests need 3-5 working days to be completed according to Terms and Conditions of our casino. In that case, the situation is correct from our side.
Thank you for your understanding on the matter.
Kind regards,
RoboCat Casino Team
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10 months ago
Dear RoboCat Casino,
Thank you for your clarification regarding the matter.
Dear Blackdiamond,
Could you kindly confirm whether you have indeed canceled the withdrawal request that was the subject of your complaint and subsequently played through the remaining balance? If there are any outstanding issues or concerns on your end, please let me know so we can assist you further.
I look forward to your response.
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9 months ago
Dear Blackdiamond,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kubo
Casino.Guru
