RoboCat Casino - Pelaajan tilin sulkemispyyntöä ei oteta huomioon.

Dear Casino Guru team,

I am writing to express my strong dissatisfaction regarding Casino Robocat. Since May 14th, I have repeatedly sent emails requesting the closure of my account due to gambling addiction issues, but unfortunately, I have received no response and no action has been taken on their part.

During this period, I deposited a total of 54 euros, which I believe should be refunded as my request for account closure and protection was ignored.

I kindly ask for your intervention to resolve this matter, to have my account closed immediately, and to have the deposited funds returned to me, as the casino’s inaction has prevented proper consent on my part.

Thank you in advance for your assistance.

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.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Katarina,

Thank you for your prompt response.

I have just forwarded the self-exclusion requests to your email (katarina.d@casino.guru) as requested.

Yes, I have contacted RoboCat Casino again recently, and they informed me that they are currently in the final stages of processing my request to close the account. However, I would like to emphasize that it has now been approximately 2.5 months since my initial request on May 14th, and the issue remains unresolved.

I hope this information helps clarify the situation, and I truly appreciate your support in resolving this matter.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Mardock, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of RoboCat Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Mardock,

Thank you for bringing this to our attention.

We kindly inform you that your account has been closed per your request.

Kindly be informed that request for self exclusion is not sufficient enough for the gaming account to be closed immediately. We acknowledge your email indicating a desire to close your account; however, we replied ten minutes after we received your email asking you to confirm and unfortunately we did not receive a follow-up response from you. 

Thank you for your cooperation.

Kind Regards,

RoboCat Casino team

As you can see i have replied to you since 14 of May.

Dear Mardock, can you please tell me what was the casino request? Did they ask you only to confirm the account closure, or did they say closure will void any outstanding credit you have on your account? Thank you.

Dear RoboCat Casino, can you please confirm reception of the player's response mentioned above? Thank you.

As you can see from the email, they asked me to confirm the account closure, and I agreed.

Dear Matej,

We kindly inform you that we had no response after asking the player to confirm. We sent an email to you yesterday, providing the relevant evidence.

Kind Regards,

RoboCat Casino team

Dear Mardock, did you receive any automated notification after confirming the account closure? The typical Zendesk robot message informing you about your case number and that the request has been updated? And have you inquired with the live chat or via another e-mail, since you never heard back from the support regarding the account closure? Thank you.

I did try to contact support via live chat initially, and they instructed me to send an email to request account closure. I followed their instructions and sent the email. Then, I replied to their message to confirm the closure, as requested.

However, I never heard back after that—there was no follow-up email, not even an automated Zendesk notification or a case number.

I see. And after you confirmed the account closure and never got any response back - not even the robot updating the ticket ID - did you try to contact the casino again?

No, I didn’t contact the support chat again after replying to the follow-up email from the casino to confirm my account closure.

My responsibility was to follow the instructions given—contact support and send an email requesting account closure due to gambling addiction—which I did. It’s not my job to "chase" the casino to ensure the account is closed. Once I clearly stated that the request was due to gambling addiction, the responsibility falls entirely on the casino to take immediate and appropriate action.

But instead, they chose to ignore my request—likely hoping I’d deposit more money—which is highly unprofessional for a casino. It shows a complete lack of accountability and ethical responsibility, and it makes the platform untrustworthy, especially for vulnerable users.

Thank you for the clarification. I have messaged the casino regarding this situation, and currently am waiting for their response. I will post an update and suggest the best next steps once I hear back from them.

Dear Mardock,

We kindly inform you that we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.

Thank you for your understanding and patience.

Kind Regards,

RoboCat Casino team

Dear Mardock, I am still waiting for the RoboCat's decision and to reply to my last e-mail. Once I have it, I will update you on the progress here.

Dear Mardock,

We would like to inform you, that as a gesture of goodwill, we are happy to return 54 EUR (amount of deposits after closure request on 14/05).

Kindly be informed that an email was sent to your account, in order to provide us with your bank details to initiate the refund.

Thank you for your cooperation.

Kind Regards,

RoboCat Casino team

This is great news, and I would like to thank the RoboCat Casino team for the gesture. Much appreciated. :)

Dear Mardock, please let me know once you receive the money, so we can close this complaint as resolved. Thank you.

Dear All,

We kindly inform you that the refund request was successfully completed.

Kind Regards,

RoboCat Casino team

Thank you very much for the confirmation, dear RoboCat Casino team! Much appreciated.

Dear Mardock, please let me know once you receive the money, so we can close this complaint as resolved. Alternatively, you can press the "Resolved" button within this thread, that will do the same, automatically. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mardock,

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,

Matej