The player from Austria faced restricted access to the casino after wagering a bonus, with the casino stating it was forbidden for his region despite the player claiming otherwise. The player reported that he had regained access to the site, leading to the resolution of the issue. The Complaints Team marked the complaint as resolved, appreciating the player's cooperation throughout the process.
RoboCat Casino - Player is facing restricted access to the casino.
Amount: €240
RoboCat Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
RoboCat Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Hello. I am submitting complaint about restricted acces to casino. I have been playing this casino for a month,a today after I have bonus wagered they blocked me acces to casino page saying it's forbidden for my region even it's not forbidden.
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1 month ago
Dear jovanbabic17,
Thank you very much for submitting this complaint. I’m sorry to hear about the issues you're experiencing. To better understand the situation, could you please answer a few questions?
- Have you tried clearing your cookies and cache, deleting your browser history, and accessing the casino website using a different web browser or device to see if the problem persists?
- Have you passed the full KYC verification process?
- Have you contacted customer support to inquire about why you are unable to access your account? According to the casino’s Terms and Conditions, Austria should not be restricted, and there shouldn’t be any issue with choosing Austria in the registration form.
We hope to assist you in resolving this situation as quickly as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 month ago
Thank you for the screenshot and for your patience. Have you contacted customer support via email as suggested in the screenshot you posted here? What was their response? Please forward me this communication at veronika.f@casino.guru.
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1 month ago
Dear jovanbabic17,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
