RoboCat Casino - general discussion (page 23)

According to the complaint that’s available, it does seem that the player was paid, albeit with a delay.

How long have you been waiting for your money? Have you been verified yet? I know it can sometimes take longer at this casino, so I’m asking. 

Hi Jaro, I've been waiting for my money since yesterday. I know casinos usually give me two weeks to get it.

I was not asked to confirm my identity or upload any documents.

The amount in question is €5,900, and I'm processing two withdrawals of €500. I'll forward the third one tomorrow.

As you well know, they definitely take more than 3-5 business days for each withdrawal and they will definitely try to delay.

We are currently waiting but I believe there will be a need to open a complaint.

I'm afraid it will take too long to withdraw the entire amount that I absolutely don't want to touch or play with.

Can you help me?

Jaro

Well, if you’re waiting a day, you’re basically just at the beginning. You’re estimating how long it might take pretty accurately, and we also give casinos two weeks to pay out the player. Of course, since I mentioned that with this particular casino it sometimes takes longer, if it goes past two weeks, then we can definitely help. But until then, even our complaint team would have to wait.

So if you don’t need to verify yourself just yet, try to be patient. When the time comes, come back here and give me an update.

I lost everything. I'm devastated. I asked to be excluded.

Oh, that could be a problem. Just yesterday you wrote that you didn't want to gamble, so I thought you had it under control.

But if what you wrote actually happened, unfortunately we can't help you in that situation.😕

They violated the rules. This morning at 8:16, I requested immediate account closure due to gambling addiction, but they continued to send me promotional emails and text messages.

I ended up losing 600 euros.

I have requested closure several times but the account is still open.

Help me

I attach a screenshot

This is all shameful. I may have been weak given my fragility, but they continue to take advantage.

I looked at your screenshots. Based on what you sent me and the entire timeline, we can help by assisting you in closing your account, and that’s about it. According to the screenshots and the casino’s messages, you also requested the bonus yourself. One day you wrote to me that you had a delay in your withdrawal that lasted a day, and the next day you lost the money, and then you wrote that you have a gambling addiction. I’m sorry, but casinos sometimes can’t close an account immediately. But I see that they replied to you fairly quickly, and you were supposed to confirm it. So did you do that and tell them you wanted to close the account? 

I assume that if they’re sending you offers and the like, you should try to unsubscribe from those offers. Alternatively, you could write to them via live chat or email to say you don’t want to receive these offers. 

I confirmed the closure exactly a few hours later. Even today, they continued to send me multiple promotional emails and texts, despite my clearly requested account closure and my gambling disorder.

They are clearly violating the code by disrespecting a player who is clearly in difficulty. This situation could have gone differently if they had responded to my email immediately.

I therefore ask for your help and the opening of an investigation into my account and the full refund of the lost sums.

In addition, of course, to the immediate closure of my account, which hasn't yet occurred after three very clear emails explicitly referring to my distress and more than 48 hours have passed. Plus, even more promotional offers continue to arrive every day via various channels. ALL OF THIS IS VERY SERIOUS.

I attach a screenshot from today

Yes, since you wrote to the casino yesterday saying you wanted to close your account due to a gambling problem, they shouldn’t be sending you any more promotional emails. I asked if you had confirmed that you wanted to close it. After all, you also requested a bonus before you wrote about your gambling problem and account closure.

As for the process itself, I think it’s normal for it to take about three days for the casino to close the account. They won’t reply as soon as you write to them. Do you know how many players they’d have to deal with if it were as you want? On the other hand, it shouldn’t take them long—that’s clear.

As for the complaint, we probably won’t be able to help with that since you lost the money first and then told the casino about your gambling addiction. It doesn’t work that way. 

Jaro, I requested self-exclusion via email at 8:16 AM on Tuesday, April 13th. I didn't play any money until 5 PM. Within 9 hours, they should have immediately closed my account as requested given my gambling addiction.

So I first asked the casino to close the account (Without success)

And then gambled the money.

Despite everything, yesterday and today I also received several promotions and offers for top-ups with bonuses both via email and SMS.

The situation is really serious, we have a complaint.

You can't be treated like this.

I'm deeply saddened by not being able to wait and withdraw my supposed winnings, but I'm even more saddened by having lost 650 euros despite having requested immediate account closure that very morning.

They closed the account just today, after a full 60 hours. I'm counting on your help.

Here is further evidence of my communications

Good evening, Yes I managed to get my money after 2 months all transfers were completed as there is a limit of 3 transfers of 500€. And all this with daily email and daily chat communication and threats of a complaint to the EEEP which is the license for the operation of every casino in Greece. Therefore I threatened them that I would file a complaint and they would be forced to change their domain name as the provider would block their access to Greece as it happened in the past. After being informed about the complaint they started paying me

I totally get it. As for the bonuses they send you, I’ve already commented on that.

As for self-exclusion, I think that as long as the casino closes your account within about three days, it’s not really a bad thing. You have to keep in mind that very few casinos would close your account immediately. There are even casinos that won’t close your account if you have money in it.

So if you feel like filing a complaint, you can, but I don’t think it will be successful.

Please file a complaint immediately.

For me it is very negative and I think for anyone with a gambling addiction.

It's not that easy to ask for help and request self-exclusion before gambling with your own money. This alone would be enough to report Robocat.

You should protect me since I sent the email at 8.16 and (unfortunately) I played my own money at 5pm.

9 hours would have been enough to close an account.

In addition to this, they continued calmly with various emails and text messages.

VERY SERIOUS THING

And yet it took them another 48 hours to close the account.

On the contrary, I don’t think that’s much. When a casino receives dozens or even hundreds of similar reports, they can’t address every single one immediately. I understand your point of view, but in 99% of casinos, they simply won’t close your account right away.

It's also very serious for me that I've continued to receive emails and text messages with bonus offers.

I've already won a complaint against another site for the same reason. I'm kindly asking if @matej can help me, or if it's still possible to file a complaint.

You can open a complaint if you need help closing your account. I can't promise it will get to Matej, though.

But if you think the whole process should take less than half a day, I probably won't be able to help you with that.

In any case, feel free to go ahead with it.

Dear Jaro

Can you help me file a complaint given the evidence I have and your expertise?

They continued to leverage bonuses

A thousand thanks