The player from Greece experienced frustration as the casino refused to close his account despite his repeated confirmation of intent. He expressed intentions to take legal action for mental anguish due to the casino's behavior. The Complaints Team concluded that the player's complaint would be rejected, stating that the casino's policies allowed for account inactivity to lead to a block, and a proper self-exclusion request was necessary for permanent closure.
RoboCat Casino - Player is facing difficulties closing his account.
Closed
Our verdict
Other
Amount: €500
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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10 months ago
Translation
They do not close my account and mock me with questions like confirm how you want to close your account. While I confirm my intention in advance. I will take legal action seeking compensation for mental anguish. You know that they do not close accounts, they have no limits on deposits and they are rated 8.9
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10 months ago
Hello Biskoto,
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, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
Thank you very much in advance for your reply.
Best regards,
Nick
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9 months ago
Translation
I have been asked to permanently close my account from the casino, which I consider a scam. I do not agree with the way the benefits work, the wins are marginal and I am talking about the lower stakes. It is my right to close my account not because of addiction but because of my opinion. I have been playing for ten years and I also have accounts at other casinos. This is the first time I have seen a casino not respond to emails for a week, basically they never respond earlier and in the chat they apologize and say that I am right. It is a regular scam that will soon be revealed. I am already talking to a lawyer who deals with online scams. It is my legal right to close my account forever, there is no question about it or apology.
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9 months ago
Translation
When I sent an email from another email that is not linked to an account at the casino, the support team responded immediately, saying that they cannot find the account corresponding to this email. So they deliberately do not respond and refuse to close the customer's account forever. This is a scam, to say the least. No casino has ever provoked me as much as this lie that has a rating of 8.9 without meeting the legal requirements.
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9 months ago
Dear Biskoto,
As explained previously, a simple account block may sometimes have no effect at the casino at all. Unless you have a gambling problem, you can simply refrain from logging into the casino, and the account will eventually be blocked due to inactivity after a period of time.
Please keep in mind that unless a proper self-exclusion is requested, the casino may still contact you with various offers to encourage you to return to the site.
Is there anything else we could assist you with?
Regards,
Nick
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9 months ago
Dear Biskoto,
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.
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9 months ago
Translation
Casinos that operate and behave in cunning ways and use tricks and methods like this one, I completely erase them from the map. This exclusion means never going back to give them even 10 euros, knowing that this place doesn't even exist. I achieved it with difficulty and I dealt with this casino badly. Far away as I say in my evaluation.
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