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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

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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