RoboCat Casino - Pelaajan kotiutus on estetty kasinon vahvistusongelmien vuoksi.

Good morning, I would like to report a serious problem with Robocat Casino (https://robocat-1455.com/it/).

Until a month and a half ago, I regularly deposited and played with my virtual debit card.

Then I received a notification that I needed to verify my account and upload a photo of the front and back of the card. For a month and a half, I tried to explain that since the card is virtual, it doesn't have a front or back.

In this time frame, I've sent numerous screenshots of my debit card, selfies of my face with their website in the background, and bank statements: to no avail, and they keep asking me for the front and back.

I've lost count of how many times I've explained the situation both via email and in live chat.

At this point, I really believe they're trying to unduly withhold my balance (€410.00), which I can't withdraw under any circumstances since all withdrawals are blocked. Where I come from, unduly withholding someone else's money is called "theft."

I would like to share my situation with Casino Guru, because it is important for everyone to know how unfair Robocat is.

Thank you

Buongiorno vorrei segnalare un grave problema col casinò Robocat(https://robocat-1455.com/it/).

Fino a un mese e mezzo fa ho regolarmente depositato e giocato con la mia carta di debito virtuale.

Poi mi è arrivata comunicazione del fatto che si rendeva necessaria una verifica dell'account e di caricare una foto del fronte e del retro della carta. Per un mese e mezzo ho cercato di spiegare che essendo virtuale, la carta non possiede fronte e retro.

In questo lasso di tempo ho inviato numerosi screenshot della mia carta di debito, selfie del mio volto con sullo sfondo il loro sito, estratti conto: a nulla è servito e continuano a chiedermi il fronte e il retro.

Ho perso il conto di quante volte ho spiegato la situazione sia via email, sia in ive chat.

A questo punto credo proprio che vogliano indebitamente trattenere il saldo presente (€410.00), che non posso in alcun modo ritirare poiché tutti i prelievi sono bloccati. Dalle mie parti trattenere indebitamente denaro altrui si chiama "furto".

Vorrei sottoporre a Casino Guru la mia situazione, perché è bene che tutti sappiano quanto scorretto sia Robocat.

Grazie

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.

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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Good morning, Tomas, and thank you for your interest in my case with Robocat.

Below I answer the questions you asked me.

Could you tell us how long you have been a casino player and when exactly your payments were blocked?

I signed up to Robocat on April 24, 2026 and withdrawals have been blocked for at least 2 months, which is since they required account verification.

What games did you play to build your current casino balance? (slots, live games, sports betting)

I played live casino games, especially live roulette from various providers.

Did you reach your current balance thanks to a bonus?

No, I have never used any bonuses.

Could you share your communications with the casino regarding this issue? Please send emails or chat transcripts to my email address: tomas@casino.guru or post screenshots here.

I don't have chat transcripts, but I do have some emails that I forwarded to you as attachments to the email address tomas@casino.guru I've only selected the most recent screenshots, but I have many other older communications regarding the same issue. Since this involves sensitive data, I ask you not to publish emails sent to and received from Robocat. Thank you.

Thank you

Claudia ****

Buongiorno Tomas e grazie per il tuo interessamento al mio caso aperto con Robocat.

Di seguito ti rispondo alle domande che mi hai posto.

Potrebbe indicarci per quanto tempo è stato un giocatore del casinò e quando esattamente i suoi pagamenti sono stati bloccati?

Mi sono iscritta a Robocat il 24 aprile 2026 e i prelievi sono bloccati da almeno 2 mesi, cioè da quando hanno richiesto una verifica dell'account.

A quali giochi hai giocato per accumulare il tuo saldo attuale nel casinò? (slot machine, giochi dal vivo, scommesse sportive)

Ho giocato al casinò live, soprattutto alla Roulette live di diversi provider.

Hai raggiunto il tuo saldo attuale grazie a un bonus?

No, non ho mai usufruito di bonus.

Potresti condividere con me le tue comunicazioni con il casinò in merito al problema? Invia email o trascrizioni di chat al mio indirizzo email: tomas@casino.guru oppure pubblica qui gli screenshot.

Non ho trascrizioni di chat, ma ho alcune email che vi ho inoltrato in allegato all'indirizzo email tomas@casino.guru : ho scelto solo gli screenshot più recenti, ma sono in possesso di molte altre comunicazioni meno recenti sempre riguardanti lo stesso problema. Dal momento che ci sono dati sensibili, vi chiedo di non pubblicare le email inviate a Robocat e ricevute da Robocat, grazie.

Grazie

Claudia ****

Thanks for your patience and the information provided.

• Could you please confirm that the screenshot of your virtual card contains your name and that the screenshots you shared with the casino had the relevant information visible?
• Could you please confirm that you uploaded the screenshot of the card to the depository on the casino's website as the support suggested?

Please let me know.

Good morning Tomas

yes I confirm everything:

Could you confirm that the screenshot of your virtual card contains your name and that the screenshots you shared with the casino show all the relevant information?

Yes I confirm

Could you confirm that you uploaded the screenshot of the card to the casino website, as suggested by customer support?

Yes I confirm

Thank you

Claudia

Buongiorno Tomas

sì confermo tutto:

Potrebbe confermare che lo screenshot della sua carta virtuale contenga il suo nome e che gli screenshot che ha condiviso con il casinò mostrino tutte le informazioni pertinenti?

Sì confermo

Potrebbe confermare di aver caricato lo screenshot della carta sul sito web del casinò, come suggerito dall'assistenza clienti?

Sì confermo

Grazie

Claudia

Thanks for the confirmation.

• Did the casino approve the screenshot of your virtual card since your last post?
• Could you please specify when you uploaded the screenshot of your card to the casino's website?

Looking forward to your reply.

As I explained in my previous posts, Robocat has never approved screenshots of my virtual card because it always requires proof of the physical card, which doesn't exist.

My last attempt was about 10 days ago.

In total, I've tried uploading the card screenshot at least 10 times, always without success.

Dear cla70,

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, Samuel (samuel.s@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

Thank you very much for your attention and your commitment.

Claudia

Vi ringrazio molto per la vostra attenzione e per il vostro impegno.

Claudia

Dear cla70,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from RoboCat Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear RoboCat Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear cla70,

We kindly request to upload a proof of ownership showing the account holder's name and details in pdf format, in order to complete your account verification and proceed with the payment.

Bear in mind that screenshots can't be accepted.

Thank you for your cooperation and patience.

Kind Regards,

Robocat Casino Team

I've already uploaded the PDF document certifying ownership of my virtual bank account/debit card with IBAN at least 10 times.

In any case, I re-uploaded it to the Robocat's website (pdf file).

Hello everyone,

thank you for the update.

Dear RoboCat Casino,

thank you for joining the complaint and for clarifying what document is currently required. I appreciate your cooperation.

However, according to the player's latest message, they have already uploaded the requested PDF proof of account ownership multiple times, including once again after your reply.

Could you therefore please clarify what exactly is missing or insufficient in the previously submitted document(s)? If the PDF provided does not meet your verification requirements, I would appreciate it if you could explain specifically why it was rejected and what information or format is required so the player can successfully complete the verification.

Providing more detailed instructions should help avoid further unnecessary delays.

Thank you both for your cooperation.

Dear cla70,

We would like to inform you that we received the uploaded document but can't be approved as is modified.

We kindly request to provide the required proof of ownership of CC *6644 PDF not modified.

Thank you for your cooperation.

Kind Regards,

RoboCat Casino Team

Good morning, The non-editable PDF/A document downloadable from "Buddy Unicredit" contains the IBAN of the current account and not the debit card number.

It would also be fine for me to proceed with the withdrawal via IBAN.

I can't retrieve any other documents because the bank doesn't provide them: the only option is the screenshot of the virtual card, which I've already sent you several times.

I uploaded the PDF/A certifying ownership of the "Buddy Unicredit" account to the Robocat website.

Buongiorno, Il documento in formato PDF/A non modificabile e scaricabile da "Buddy Unicredit" riporta l'indicazione dell'iban del conto corrente e non il numero della carta di debito. 

Per me andrebbe bene anche procedere al prelievo tramite IBAN.

Altri documenti non posso recuperare perché la banca non ne fornisce: l'unica possibilità è lo screeenshot della carta virtuale, che vi ho già inviato svariate volte.

Ho caricato sul sito Robocat il PDF/A attestante la titolarità del conto "Buddy Unicredit".

Hello everyone,

thank you both for the updates.

Dear cla70,

thank you for clarifying the situation and for explaining what documents are available to you from UniCredit. I understand that the PDF/A document you provided confirms ownership of your bank account and contains the IBAN, but does not contain the number of the debit card ending in *6644.

Dear RoboCat Casino,

could you please clarify how the player should proceed in this situation?

The player states that UniCredit does not provide them with a separate PDF document confirming ownership of the virtual/debit card ending in *6644 and that the only available proof specifically showing the card is a screenshot from the banking application, which they have already provided several times.

You have also stated that the previously submitted PDF cannot be accepted because it appears to have been modified. Could you please clarify what specifically indicates that the document was modified and whether the PDF/A document provided by the player could be accepted as proof of bank account ownership, even though it does not identify the card itself?

Most importantly, please let us know *what exact document or alternative form of evidence you would accept to verify ownership of CC 6644 in these circumstances. If a screenshot of the virtual card is acceptable, please confirm this. If not, please explain what alternative documentation the player should obtain from UniCredit.

I would like to make sure the player has a realistic way to complete the requested verification and that we are not asking for a document that their bank does not provide.

Thank you both for your cooperation.

Dear all,

We would like to clarify that the document is modified indicates that the PDF is not authentic document.

A financial institution would never use an obscure, open-source Linux text editor to generate customer bank statements.

Furthermore, the player has uploaded photos of herself holding front and back of the card which confirms that the CC***6644 is not virtual.

We hope that this clears up the matter.

cla70,

We kindly request to provide photos of your physical card ***6644 front and back.

Thank you for your cooperation.

Kind Regards,

RoboCat Casino Team

As already mentioned, the first PDF I sent a week ago wasn't in PDF/A format and hadn't been "modified by an obscure open-source Linux text editor to generate customer bank statements." It was simply a plain PDF from the bank's app with the linked debit card information inserted.

In response to your subsequent inquiry, six days ago I uploaded the non-editable PDF/A document I downloaded from my bank's app. This non-editable PDF/A (as I noted six days ago in my previous post) does not contain the virtual debit card number. A simple comparison of the two PDFs (the plain PDF and the non-editable PDF/A) reveals that the plain PDF simply contains the debit card number. Nothing was generated by "an obscure open-source text editor for Linux used to generate customer account statements," but everything comes from the bank's official app.

In any case, the non-editable PDF/A I uploaded to Robocat 6 days ago cannot be interpreted differently or in a biased way: it is an official, non-editable document issued by the bank and downloaded from the official app.

Over the past 2 months, I have uploaded and emailed all the requested documents directly to your website several times, always without success.

I've contacted Robocat customer support via live chat countless times, always explaining that I don't have a physical card. After numerous inquiries, I was told via live chat that Robocat doesn't accept virtual cards. Really absurd. However, when you deposit money into your Robocat account, the casino accepts virtual cards without any problems...

Since Robocat still wouldn't accept screenshots of my virtual debit card, I had to request a physical copy from my bank. When it arrived, I uploaded both photos of the physical copy and a selfie of me holding the card to Robocat.

The card is therefore always virtual, because it was born in virtual format, but now I have a physical copy: everything has already been uploaded to the Robocat portal.

If Robocat now admits to having my selfie, it has everything that proves ownership of the account and debit card, including photos of the front and back of the debit card, which I have already uploaded to your website.

I also expressed via email (and also 6 days ago in my previous message) my desire to withdraw via bank transfer, to the details indicated in the same non-editable PDF/A document I sent you. The non-editable PDF/A document certifies beyond any doubt that the bank account is in my name (and it is from that very bank account associated with my virtual debit card that the funds I then legitimately used to gamble were deposited into my Robocat account). A bank transfer is only successful if the IBAN and the account holder match exactly.

After more than 2 months of requests and a significant amount of documents submitted, Robocat continues to unnecessarily hold my money, since any type of withdrawal is still blocked.

Come già specificato, il primo pdf che ho inviato una settimana fa non era in formato PDF/A e non era stato "modificato da un oscuro editor di testo open-source per Linux per generare gli estratti conto dei clienti". Semplicemente era un PDF semplice proveniente dall'app della banca in cui è stata inserita l'indicazione della carta di debito collegata.

In risposta alla vostra successiva richiesta, ho caricato 6 giorni fa il documento PDF/A non modificabile che ho scaricato regolarmente dalla app della mia banca: su questo PDF/A non modificabile non c'è (come ho già avvertito 6 giorni fa nel mio precedente messaggio) l'indicazione del numero della carta di debito virtuale. Basta comparare i due pdf (cioè il PDF semplice e il PDF/A non modificabile) per rilevare che nel PDF semplice è stata semplicemente inserito il numero della carta di debito. Nulla è stato generato da "un oscuro editor di testo open-source per Linux per generare gli estratti conto dei clienti", ma tutto deriva dall'app ufficiale della banca.

In ogni caso, il PDF/A non modificabile che ho già caricato 6 giorni fa su Robocat non può dare adito a interpretazioni diverse o tendenziose: è un documento ufficiale non modificabile emesso dalla banca e scaricato dall'app ufficiale.

Nel corso degli ultimi 2 mesi, ho caricato direttamente sul vostro sito e inviato via email tutti i documenti richiesti, svariate volte, sempre senza successo.

Ho contattato innumerevoli volte l'assistenza clienti di Robocat in live chat, sempre spiegando che non possedevo la carta fisica. Dopo un numero elevato di richieste, mi è stato detto in live chat che Robocat non accetta carte virtuali. Davvero assurdo. Quando però si procede con un versamento sul conto Robocat, il casinò accetta le carte virtuali senza alcun problema...

Dal momento che Robocat continuava a non accettare gli screenshot della mia carta di debito virtuale, ho dovuto fare richiesta alla banca di una copia fisica. Quando mi è arrivata, ho provveduto a caricare su Robocat sia le foto della copia fisica, sia un mio selfie con in mano la carta.

La carta è dunque sempre virtuale, perché nasce proprio nel formato virtuale, ma ora ne ho una copia fisica: tutto è già stato caricato sul portale Robocat.

Se ora Robocat ammette di avere il mio selfie, ha in mano tutto ciò che comprova la titolarità del conto e della carta di debito, comprese le foto del fronte e del retro della stessa carta di debito, che ho già provveduto a caricare sul vostro sito web.

Inoltre ho anche espresso via email (e anche 6 giorni fa nel mio precedente messaggio) la mia volontà di procedere al prelievo tramite bonifico bancario, sulle coordinate indicate nello stesso PDF/A non modificabile che vi ho inviato. Il documento in formato PDF/A non modificabile certifica senza possibilità di errore che quel conto corrente è regolarmente a me intestato (ed è proprio da quel conto corrente associato alla mia carta di debito virtuale che sono stati versati sul mio account Robocat i soldi che ho poi lecitamente utilizzato per giocare): un bonifico va a buon fine solo se c'è l'esatta corrispondenza tra IBAN e titolare del conto.

Dopo oltre 2 mesi di richieste e una mole importante di documenti inviati, Robocat continua a trattenere senza motivo i miei soldi, dal momento che qualsiasi tipo di prelievo risulta ancora bloccato.

Hello everyone,

thank you both for the detailed updates and explanations.

Dear RoboCat Casino,

thank you for the additional clarification.

I understand your concern regarding the PDF previously submitted by the player and the indication that the document appears to have been modified. However, I would like to clarify this point further before proceeding with the assessment.

The fact that a PDF contains information indicating that it was processed or modified using particular software does not, by itself, necessarily establish that the underlying bank document or the information contained in it is fraudulent. If you have specific technical evidence indicating that the document was fabricated or that its contents were altered, I would appreciate it if you could explain what exactly was identified as inconsistent or manipulated.

More importantly, you have now stated that the player has provided photographs of the physical card ending in 6644, including both sides, together with a photograph of themselves holding the card.

Could you please confirm whether you have received these documents and, if so, whether they are sufficient to verify the player's ownership of the card and complete the verification?

If the photographs are not sufficient, please specify exactly what additional document or information is still required.

I would also like to ask you to address the player's alternative proposal regarding withdrawal by bank transfer. The player has provided a non-editable PDF/A document downloaded directly from their banking application which confirms ownership of the bank account and contains the relevant IBAN.

If the player's identity and ownership of the bank account can be verified through this document, could the remaining withdrawal be processed directly to this bank account instead of requiring separate verification of the card?

Dear cla70,

thank you for your detailed explanation and for providing the additional documents. Please also let me know if the casino confirms that the photographs of the physical card and the selfie you submitted are sufficient for verification.

For now, I would like to give the casino an opportunity to clarify these points and confirm whether the documents already provided are sufficient to complete the verification.

Thank you both for your cooperation.

Good morning Samuel, I confirm that the non-editable PDF/A contains all the information needed to certify account ownership.

I also confirm that when I sent the selfie, I attached 4 photos in the same shipment: selfie 1 (with debit card front) + selfie 2 (with debit card back) + debit card front + debit card back front.

Robocat actually has everything I could send to prove ownership of my account and card.

Robocat ultimately never responded to my request to proceed with the withdrawal via bank transfer (to the same IBAN details present in the non-editable PDF/A that I sent more than once).

Finally, I confirm that withdrawals are currently blocked and the balance in my account amounts to €410.

Buongiorno Samuel, confermo che il PDF/A non modificabile contiene tutte le informazioni che servono per attestare la titolarità del conto.

Confermo inoltre che quando inviai il selfie, nello stesso invio allegai 4 foto: selfie 1 (con fronte carta debito) + selfie 2 (con retro carta debito) + fronte carta debito + retro fronte.

Robocat ha davvero tutto quello che potevo inviare per attestare la titolarità del mio conto e della mia carta.

Robocat non ha infine mai risposto alla mia richiesta di procedere al prelievo tramite bonifico bancario (sulle stesse coordinate IBAN presenti nel PDF/A non modificabile che ho inviato più di una volta).

Confermo infine che a oggi i prelievi sono bloccati e la giacenza sul mio account ammonta a 410€.

Dear cla70,

Kindly be informed that the last document uploaded in your account was on 11th of August.

We kindly request to re-upload the required documents.

Thank you for your cooperation.

Kind Regards,

RoboCat Casino Team

The front and back of the debit card were once again uploaded to the Robocat website today.

Il fronte e il retro della carta di debito sono stati ancora una volta caricati sul sito Robocat in data odierna.

Hello everyone,

Thank you both for the updates.

Dear cla70,

thank you for letting us know that you have re-uploaded the requested documents.

Dear RoboCat Casino,

could you please let us know whether the newly uploaded documents have been received and what the current status of the player's verification is?

Thank you both for your cooperation.