RoboCat Casino - Pelaajaa uhkaa viivästynyt kotiuttaminen kasinolta.

I have made a profit of 1500€, made three withdrawal requests and none of which is paid out till this day. Did not play bonus of anykind or accepted a bonus of anykind. It says in my account that no verification is needed. 1. withdrawal is through bitcoin wallet other 2. are through revolut bank. Wrote them an email 2x and spoke with them 2x via live chat and got nothing but excusses and promises that it will be paid out shortly. They even called me last week from a Slovenian phone number and spoke with and agent called Luka offered me free spins and I refused. In that conversation he said my withdrawals will be proccessed within 48 hours and that was 12 days ago. Tried to call that number but it's an extension so no one picked up. All relevant screenshots and screen recordings are in the attachment. Please provide assistance.

Dear machek001,

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, please let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

I have asked the casino support if there is a need for verification and they replied there isn't. However I have sent them all the documents needed for KYC 12 days ago. So that is not an issuse.

Dear Veronika,

Are there any updates?

It has been 15 days now since my first withdrawal request. The customer service stated that it should not take much longer but they keep saying that for the past 5 days.

Thank you for your responses. Have you made any successful withdrawals from this casino before?

Please forward me all the communication between you and the casino regarding the delay in the processing of your payments at veronika.f@casino.guru, or post screenshots here.

Those were my first withdrawals.

I will send everything to mail.

Dear machek001,

Thank you for your emails. We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru