RoboCat Casino - Player faces delayed withdrawal and account verification issues.

Had a terrible experience with this casino. it took me over 1 month to be verified. it was because they took so long + because every time I sent a doc they wanted something else. This is the first casino that has asked me. Id, bank statement, proof of my revolut card, proof of my card adding to revolut, a selfie with me, a new selfie with me + robocat's website in the background with my id.

when all this was finally finished, I thought that I would finally be able to withdraw some money. first send withdrawal 01.12.2024. Nothing has happened to it yet. been in live support 3 times. they immediately see that it is finished but nothing happens. 0 help to get from their email too.

I canceld my withdrawal now and asked for a new one, maybe that helps

Dear kristoffergulheim, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals before?

Am I correct in understanding that you have successfully passed the full KYC verification?

Did you accumulate your winnings with or without a bonus? 

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

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

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Heiii

No this is the first time i tryed to withdrawal money from robocat.

yes your understanding right, my acc was fully verfied 01.12.2024. It was the worst experiance i had with trying to verdig, becuse they want 3 diffrent selfi of me.

yes i won the money with the welcomebonus mid november.

i did only play slots and i played the same value almost all the time, never going abov 2 euro.

i hope so too, soon its 2 months since i won the money, and i Get 0 help from live supp or by email.

Thank you for your replies. Before we proceed with the investigation, please forward me all the communication with customer support regarding your problem at veronika.f@casino.guru. Also, kindly send me a screenshot of your withdrawal history from your casino account.

Hi, looks like everything is going well now. my first withdrawal has been approved. just took an incredibly long time and incredibly weird KYC verification. thanks for reply :)

Thank you for letting me know. Could you please clarify if you received your winnings yet? Please specify how many active withdrawal requests are currently in your account, and when exactly you submitted them.

Dear kristoffergulheim,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.