The player from Morocco reported several issues with the casino, including overcharges on deposits, a lack of support, no responsible gaming system, and concerns about data theft. The player had received some refunds for duplicate deposits but was still awaiting €240 from funds deposited after requesting self-exclusion. The Complaints Team determined that without explicit communication of gambling addiction as the reason for self-exclusion, they could not pursue further refunds for lost deposits. The player was advised on how to improve future self-exclusion requests for better clarity.
RoboCat Casino - Player reports multiple issues with the casino.
Amount: €450
RoboCat Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
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2 months ago
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Overcharges on deposits, non-existent support system, non-existent responsible gaming system, data theft.
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2 months ago
Dear BX10SGIHZC_code,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with RoboCat Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?
I will be patiently waiting for your reply.
Best regards,
Veronika
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2 months ago
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I live in Spain even though I started the claim in Morocco because I was on vacation. They have no support system (more than 20 emails sent and more than 10 days waiting for a response, still without receiving any), they cancel withdrawals and these can take several days and more if the page cancels them, I have unjustified overcharges in the bank on my deposits that never reached my gaming account, the machines are not RIG, they clearly use manipulated scripts to make it impossible to win. The responsible gaming system is also conspicuous by its absence, since after requesting self-exclusion they take about 5 days to make it effective and they send you about 4 emails asking why you want to close your account making it very difficult for a person with gambling problems to stop playing. I request the return of all the money deposited since it is obviously a page fraud. They use cryptocurrency systems for deposits to make it more difficult to trace. I do not have much faith in the claim but I will also start it through a lawyer.
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2 months ago
Thank you for your reply. Could you please specify what the balance in your account was when you requested to be self-excluded? Please forward me the account closure requests you sent to the casino along with the casino's responses to veronika.f@casino.guru.
Regarding the RTP discrepancies you described, unfortunately, we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. At this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Thank you for your understanding and cooperation.
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2 months ago
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cancelled withdrawals and late account closure.Automatic translation:
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2 months ago
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Today I received the first of the refunds for the extra costs in the deposits (they charged me more than once per deposit in some cases without me realizing it...). They use payment systems independent of their page of dubious legality. I add a screenshot
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2 months ago
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I have also requested the deletion of all my data under the Spanish LOPD. I request the immediate deletion of my data.
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2 months ago
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I requested a refund for several duplicate and overcharged charges from this page and they use collection companies independent of their page. In my bank, companies such as TTL, Dsservltd, Btblm, Genguru, Buton or adonibet.com appear. I have requested by email the list of operations carried out and the relationship of each one with these payment providers and I have not received a response. I received one of the duplicate charges but not the rest and my bank requires proof of purchase that the casino refuses to give me.
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2 months ago
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The casino refuses to give me the deposit history and the relationship of each of these with its different payment providers. I have several duplicate deposits that I never received in my account, unjustified overcharges on several deposits and I do not have any possible email or ticket that proves that I have made the deposits. It is clearly a scam. I am complaining to my bank and the only solution they offer me, as they do not have emails or purchase tickets, is to complain as if I had not made any deposit on their page. I also requested the deletion of all my data by LOPD and they also refuse. THIEVES AND SCAMMERS.
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1 month ago
Thank you for your responses.
Unfortunately, when dealing with the refund of lost deposits, we are able to assist only those players who explicitly mention gambling addiction as the reason for their account closure request. Since you have not stated any reason why you wish your account to be closed, we cannot ask the casino to return the deposits you lost after requesting the closure of your account.
Regarding the deposits being charged twice, could you please specify if you deposited into any other casinos at the same time?
Have you noticed any suspicious deposits in the transaction history of your casino account?
Could you please send me a bank statement showing the suspicious transactions that were deducted from your account without your knowledge? My email address is veronika.f@casino.guru.
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1 month ago
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I declare my addiction to gambling, which is why I requested self-exclusion. Today I have received 3 more refunds of my duplicate deposits. I would still have to receive €240 of the money deposited in the days after requesting self-exclusion.
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1 month ago
Thank you for your response. I have carefully reviewed the communications provided, and it appears that you did not specifically state that you wanted to self-exclude due to gambling addiction.
To ensure clarity and effectiveness when requesting self-exclusion in the future, I strongly recommend explicitly stating the reason for your request (e.g., gambling addiction) and the desired duration of the exclusion (a minimum of six months or more). This should be included in both the body of the email and its subject line, as casinos receive a high volume of daily requests, and clear communication increases the chances of prompt action.
Here’s an example format you may use for future self-exclusion requests:
Email Subject: Self-exclusion request due to gambling addiction
Player Information:
First Name:
Last Name:
Date of Birth:
Casino Login/Account:
Email Address:
Email Body:
"Dear [Casino Name],
I am writing to request immediate self-exclusion from this casino and from receiving any gambling-related marketing materials for a minimum period of [time period].
The reason for my decision is [reason, e.g., gambling addiction].
I acknowledge that this self-exclusion request cannot be reversed or lifted before the agreed period ends. I kindly ask you to confirm the implementation of this exclusion and provide any further details necessary."
If you cannot provide evidence that you explicitly requested self-exclusion due to gambling addiction, I’m afraid we are unable to pursue a refund for your deposits. I truly empathize with your situation, and I’m sorry that we are unable to assist you further in this matter.
Best regards,
Veronika
