The player from Portugal had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player was informed that delays could have been due to KYC verification or a high volume of requests, and he was advised to wait for the process to complete. The complaint was later marked as resolved by the player, indicating that the issue had been satisfactorily addressed.
RoboCat Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
Good morning, I registered at Robotcat and used the first registration bonus with a deposit of 50 euros, when I got close to a thousand euros, I had a bonus balance of 1000 euros and a real balance of 950 euros. I canceled the Bonus and was left with 950 euros, I played up to 500 euros and made a withdrawal request, realizing that verification was not required and that this was the maximum withdrawal amount. After several attempts via chat, my withdrawal has still not been processed. I've spoken to them several times in the chat and they've always replied automatically that I should wait and that my request was about to be processed. In the meantime I've sent them an email, support@robotcat and to my amazement the email is invalid, it doesn't exist, my message was forwarded to me saying that the email was unknown.
I would like you to try to resolve this situation for me, as your site has a good score.
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8 months ago
Dear player,
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 the 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.
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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8 months ago
TranslationMy account said that I didn't need verification and that I could withdraw up to 500 euros, to which they say that the maximum useful withdrawal time is 3 days, but yes, I'm going to wait another 5 days.
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8 months ago
TranslationGood morning, the withdrawal has already been processed. Thank you. Claim concluded.
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8 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
