RoboCat Casino - Pelaaja väittää, että maksu on viivästynyt.

Hello,

I am submitting a complaint regarding Robocat Casino.

I have legitimate winnings of approximately €80,000. These winnings come from my own deposited money and are not related to any bonus.

The casino informed me that:

- My withdrawal was processed

- The funds were sent

- I would receive the money within 2–3 days

However, I have not received any money.

No proof of payment has been provided, and support gives unclear and contradictory answers. At one point, the live chat was also closed without resolving my issue.

This situation is very concerning because I am being told that the money was sent, but there is no evidence and nothing has arrived.

I am requesting:

- Proof of payment (transaction ID or screenshot)

- Confirmation of the exact amount sent

- The destination of the transfer (bank or payment method)

- The exact date of the transaction

These are my real winnings, and I expect a clear and fair resolution.

I can provide all screenshots and evidence if needed.

Thank you.

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.

Dear Najae,

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

Hello Karla,

Thank you for your reply.

I understand that withdrawals can sometimes take time. However, my case is not just a normal delay.

There are several serious issues in my case:

- Support gave me contradictory information many times.

- First, I was told to wait 24 hours.

- Then I was told 72 hours.

- Later, I was told that the withdrawal had already been processed and that the funds had been sent.

- I was also told that I would receive the money within 2–3 days.

- After that, other agents were unable or unwilling to confirm the amount, the transfer date, the destination account, or provide any proof of payment.

- At some point, I was even asked to restart the process from the beginning, despite the fact that my case was already ongoing.

- Live chat was also interrupted/closed more than once without resolving the issue.

This is why I am concerned. If the casino truly sent the funds, they should be able to provide:

- the exact amount sent,

- the date of transfer,

- the destination/payment method,

- and proof of payment or transaction reference.

Instead, I received inconsistent answers and no verifiable proof.

Also, my case concerns legitimate winnings of approximately €80,000 from my own deposited money, not bonus winnings.

So my complaint is not based only on waiting time. It is based on the casino’s contradictory statements, lack of transparency, and failure to provide proof for a transfer they claim has already been made.

I can provide screenshots showing:

- statements that the money was sent,

- statements saying to wait 2–3 days,

- later contradictory answers,

- and requests to restart the process.

Thank you for reviewing my case.

Hello,

I am attaching screenshots of my conversations with the casino support.

As you can see clearly:

- The support team acknowledged that my winnings were not received.

- They apologized for the situation.

- They confirmed that my case was being checked internally.

- They did NOT deny the winnings.

- They did NOT say that I violated any rules.

This proves that my issue is real and recognized by the casino itself.

The amount involved is approximately €80,000, won using my own deposited money (not bonus funds).

Despite this:

- The winnings were not credited properly, OR

- The withdrawal has not been processed correctly, OR

- There is no clear and consistent explanation from the casino.

I am providing all evidence to support my case, including chat conversations and game history.

Please review this carefully and help resolve this issue.

Thank you.

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Hello,

I would like to clarify that this issue has already been identified and acknowledged by the casino support team.

During my previous conversations with them, their agents confirmed that they understood my case regarding winnings not received, apologized for the situation, and stated that it was being reviewed internally.

This case is not limited to a single round or a single multiplier.

It concerns multiple roulette rounds (Super Stake Roulette #69) played on 03/04/2026, including sessions around 15:24 and 15:49.

During these sessions:

- significant multipliers appeared,

- however, the corresponding winnings were not properly credited,

- and in some cases the game results are incomplete or not clearly displayed.

Because of this, I believe this is not simply a delayed withdrawal, but a potential issue with game calculation or incorrect crediting of winnings.

I have already provided all necessary information to the casino, and the issue has been acknowledged by their support.

The total amount involved is approximately €80,000, generated from my own deposited funds (not bonus money).

I kindly ask for your assistance in:

- reviewing this case,

- ensuring a proper technical investigation,

- and helping reach a fair resolution.

Thank you for your help

As shown in the sessions provided (Super Stake Roulette #69 on 03/04/2026 at different times), some of these rounds included very high multipliers, including at least one round with a x1000 multiplier.

However, despite this:

- the result is not properly displayed,

- and the corresponding winnings are not credited.

This clearly indicates that something is not working correctly in the game system.

A round with a x1000 multiplier should result in a significant payout, but this is not reflected in my balance or in the visible results.

This further confirms that the issue is not only related to withdrawal, but also to incorrect or missing game calculations.

I would like to inform you that I have contacted the casino support multiple times, but unfortunately without any real progress.

Each time, I receive the same responses, and I am repeatedly asked to provide the same information and documents, even though I have already sent everything they requested several times.

Despite my cooperation and patience, the situation remains unresolved, and no clear or final answer has been provided regarding my case.

This ongoing delay and repetition are very frustrating, especially since I have fully complied with all their requests.

I kindly ask for your assistance in reviewing my case and helping to resolve this issue.

Dear Najae,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

There have been no updates on my side.

I am still in contact with the casino, but unfortunately there has been no progress or new information regarding my case.

I am still waiting for a resolution, as the issue remains unresolved.

Thank you for your assistance.

Dear Najae, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear Karla,

Thank you for your response.

Here are my answers:

– Yes, I have made deposits and played normally, but I have not received the winnings related to my issue. 

– My account verification (KYC) has not been completed. I have requested multiple times to verify my account, but the casino did not proceed with it. I also have screenshots proving that I asked for verification without any result. 

– My winnings were accumulated without using any active bonus. 

– I played casino games, specifically roulette.

My issue is not about withdrawal delay, but about missing winnings from roulette sessions since 03/04.

I have contacted the casino many times, and they keep repeating the same responses without giving any real explanation. Recently, they claimed there was "no problem" and offered me a bonus instead, which I refused.

Additionally, despite my requests, my account has not been verified, which raises further concerns.

I will upload all screenshots (chat conversations, emails, and verification requests) to support my case.

Thank you very much for your help.

Dear Karla,

I would also like to apologize for the large number of screenshots I have sent.

I have shared many pieces of evidence to make sure my case is fully clear. However, if you need any specific document, screenshot, or additional information, please let me know and I will provide it immediately.

Thank you again for your time and assistance.

Best regards,

Jamal

Dear Karla,

Thank you for your assistance.

I would like to provide an important update regarding my case.

After more than one month of waiting (since 03/04), I have contacted the casino multiple times via live chat and email. Unfortunately, I have only received repetitive and contradictory responses.

Today, I received a final answer from the casino stating that:

– "No problem was found"

– "All rounds were correctly settled"

– And that the decision is final

However, they did not provide:

– Any detailed explanation

– Any game history (timestamps, bets, results)

– Any proof of their investigation

Additionally:

– My account verification (KYC) has been repeatedly requested but not properly handled

– I have provided all requested information multiple times

– I have screenshots of all conversations and inconsistencies

Instead of resolving the issue, they even offered me a bonus, which I refused, as it does not solve the missing winnings problem.

At this point, I strongly believe my case has not been properly investigated.

I am asking for your help to:

– Review this situation independently

– Request full game logs and evidence from the casino

– Help me recover my missing winnings

I am ready to provide all screenshots and communications as proof.

Thank you in advance for your support.

Best regards,

Jamal

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Dear Karla,

Thank you for your assistance.

Here are the answers to your questions:

– I have not received the winnings in question. 

– I have already provided all requested information multiple times (ID, dates, hours, amounts). 

– I requested account verification (KYC), but it was never properly finalized despite my cooperation. 

– The winnings were obtained from casino games (roulette). 

– I did not intentionally violate any bonus terms.

The main issue is the contradiction in the casino’s responses.

Since 03/04, I have been repeatedly informed that my case was still under review. For example, their support told me:

"Votre demande est en cours de traitement auprès du département concerné."

and also:

"Notre équipe travaille actuellement sur votre problème."

However, after more than one month, I suddenly received a completely different and final response:

"À la suite d'une vérification complète… aucun problème n'a été constaté et les manches ont été correctement réglées. La réponse est définitive."

And again in live chat:

"Oui, c’est bien le résultat obtenu."

This shows a clear contradiction:

– First, the case was "in progress" for weeks 

– Then suddenly it became "final" without any detailed explanation 

Additionally:

– No evidence was provided (game history, timestamps, bet results) 

– I repeatedly asked for details but received only generic responses 

– They even offered me a bonus instead of resolving the issue 

– I sent multiple emails but did not receive a clear or helpful reply 

I have attached screenshots of these conversations as proof.

I kindly ask for your help to obtain:

– A clear explanation of the missing winnings 

– Full details of the investigation (game rounds, bets, results) 

– A fair resolution of my case 

Thank you very much for your support.

Best regards, 

Jamal

Dear Najae,

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, Martina, (martina.b@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,

Karla Mayfly

Dear Karla,

Thank you for your support and for moving my case to the next stage.

I will wait for the resolver’s update.

Best regards,

Jamal

Dear Najae,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RoboCat Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not received their winnings?

Thank you in advance for providing the information.

Dear Martina,

Thank you very much for your assistance.

I confirm that I have not received the winnings in question.

As mentioned before, I have been receiving contradictory responses from the casino since 03/04 — first that my case was "under review", and later that it was "final" without any detailed explanation or evidence.

I am ready to provide any additional information if needed.

Thank you again for your supp

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We would like to kindly inform you that we are checking the matter with our relevant team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Robocat Team

Dear Najae,

Thank you for your patience while we conducted a thorough review of your account.

We would like to inform you that our technical department has completed a detailed investigation into your gameplay history. After cross-referencing our server logs and the information provided, no missing wins or technical errors were found. All rounds were recorded correctly, and all winnings were accurately credited to your balance at the time of play.

Thank you for your understanding.

Best regards,

Robocat Team

Hello,

please look closely at the pictures. I haven't received my earnings correctly.

Hello,

Thank you for your response.

However, your reply remains very general and does not specifically address the discrepancies shown in the screenshots and gameplay records I provided.

My concern is not based on assumptions. I provided visual evidence showing that the displayed multipliers, rounds, and credited balances do not match correctly.

Please provide a detailed explanation for the specific rounds I reported, including:

- the exact calculation of the payouts,

- the credited amount for each round,

- and how the final balance was determined.

Simply stating that "no issue was found" is not sufficient without addressing the exact rounds and screenshots submitted.

I kindly ask Casino Guru to carefully compare the screenshots and gameplay data before closing this complaint.

Thank you

Dear RoboCat Casino Team,

Could you please be more specific and clarify whether the winnings have already been sent to the player?

Dear Najae,

I would also kindly like to ask if you could provide a screenshot of your current balance. I may have overlooked it, but I have not been able to find it in the thread so far.

Thank you both very much in advance for your cooperation.

Hello Martina,

Please find attached the screenshot of my current balance showing 0.00€.

OK, thank you.

Could you please explain what makes you believe that you won 80K?

Hello Martina,

Here are additional screenshots showing several winning rounds with very high multipliers (x175, x200, x250, x1000).

As you can see, the game history displayed winnings such as:

- €2,400

- €1,650

- €1,350

- €900

- €750

This is why I believed my total winnings were extremely high. However, despite these displayed results, the funds never appeared correctly in my final balance, which later became 0.00€.

Thank you.

OK, now I understand! Thank you, Najae,

Dear RoboCat Casino, can you please explain how this works? Thank you so much in advance

Dear all,

Thank you for bringing this matter to our attention.

We would like to inform you that we are currently looking into the details of the matter. Our relevant department is conducting a thorough review of the specific issue raised.

We will provide further updates and a formal response as soon as possible. Thank you for your patience in the meantime.

Best regards,

Robocat Team

Dear RoboCat Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Martina,

We kindly inform you that we have collected proof regarding the matter, after checking with our relevant team.

Could we kindly communicate with you our findings via e-mail ?

Thank you for your cooperation.

Best regards,

RoboCat Team

Dear RoboCat Casino Team,

Of course, please send me all the supporting evidence to my email: (martina.b@casino.guru).

Thank you so much

Dear all,

we just wanted to let you know that we need a bit more time, once it is done you will be notified as soon as possible.

Thank you in advance!

Best regards,

Team RoboCat

Dear all,

Thank you for your patience.

Dear Martina,

We kindly inform you that we have provided to you via e-mail proof regarding the case. Please, kindly check your inbox.

Thank you for your cooperation.

Best regards,

RoboCat Team

Dear RoboCat Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Najae,

I wanted to ask whether the normal winnings from the bets we discussed, meaning the non-multiplied winnings, have been added to your balance.

Thank you in advance for your clarification.

Dear Martina,

Thank you for your message.

The normal winnings were credited correctly. My complaint concerns the large winnings shown in the game history with multipliers such as x175, x200, x250 and x1000.

These winnings appeared in my game history and were displayed as successful winning rounds, but they were not reflected correctly in my final balance and were not available for withdrawal.

The multipliers shown in my screenshots are:

x1000

x250

x200

x200

x175

x175

This is the reason for my complaint.

Thank you for your assistance.

Best regards,

Najae

Dear Martina,

Thank you for your assistance.

I would also like to point out that when I contacted RoboCat support directly, I was told that my case was closed and that I had no winnings to claim.

Now, after all the screenshots and evidence provided, RoboCat states that they have collected proof and completed their investigation.

This raises an important question: if they already investigated the matter and had the evidence available, why did they previously tell me that the case was closed and that there were no winnings? And if the evidence has existed all along, why has there been such a long delay in providing a clear explanation?

Despite all the screenshots showing the multiplier rounds, I still have not received a clear explanation regarding these winnings.

Thank you for your time and assistance.

Best regards,

Najae

Dear Najae,

I have discussed the matter with the casino, and they provided an explanation supported by evidence. According to the information shared, the Super Stake wager was not placed by pressing the Super Stake button. This option would have increased the bet by 50%.

Because the Super Stake wager was not placed, you were unfortunately not eligible to participate in the Money Wheel bonus round, even though the Golden Number was the winning number.

For this reason, only the normal winnings were credited to your balance, based on your original bet and the standard base game payouts, without the Super Stake feature included.

I completely understand that this is not the outcome you were hoping for, and I am sorry for the disappointment and the negative experience this may have caused. However, based on the information and evidence available to us, there is unfortunately nothing further we can do from our side.

For this reason, I will now close the complaint.