RoboCat Casino - Player requests refund after account closure issue.

Hallo,

ich habe am 20.03.2025 dem Casino mit geteilt das sie sofort mein Konto sperren bzw. schliessen sollen. Ich sollte darauf hin eine Mail an den Support schreiben und um Schließung bitte. Es passiert nichts.

Ich habe natürlich wieder weiter gespielt und 600 Euro eingezahlt. Jetzt möchte ich diese 600 Euro erstattet bekommen.

Dear Uschi,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

In the communication you provided there is no reason given for the account closure.

• Could you please specify the reason for closing your account?
• Have you requested a refund from casino support already? Have you received any response?

Thank you very much in advance for your reply and cooperation.

Best regards,

Tomas

Hallo,

nein ich habe das Geld noch nicht erstattet bekommen.Ich wollte einen Selbstausschluss.Und wollte mein Konto sperren lassen.

Thanks for the explanation.

• Could you please share your self-exclusion attempts you sent to the casino with me? My email is [email protected]
• Have you unsubscribed from the casino's marketing communication?

If your account is not yet closed, please send a new self-exclusion request, but this time, include me in the copy of the message.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RoboCat Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is related to my gambling problems / unrelated to any gambling problems (choose what applies)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments. Thank you in advance.

hier ist der Email Verlauf .

Bis heute keine Reaktion.

Viele Grüße

Michaela

Dear Uschi,

We would like to kindly apologize for the delay and confirm you that your account has been permanently closed.

Moreover, we would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, pursuant to the aforementioned article, there is no refund available for your account.

We wish you all the best for your future activities.

Kind Regards,

RoboCat Casino Team

Dear Uschi,

If we can't conclude the casino should have protected you, we can't ask the casino for a refund. From the communication you provided we couldn't determine you are eligible for a refund of the lost funds. To be protected in an online casino, from our point of view, the most sure option is to request a self-exclusion due to gambling problems. In this way you signal to the casino you can't control your gambling and need protection. Requesting a simple account closure won't mean the casino will act to protect you, unfortunately.

Could you please confirm the casino closed your account?

Ja das Konto ist jetzt geschlossen.

Thanks for the confirmation.

If you have accounts open in any other online casino, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously, and it is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

This and other tools and information are available in our responsible gambling guide section, found here: https://casino.guru/responsible-gambling-guide

Since there is no further action that can be taken, the complaint will be closed.

Please do not hesitate to contact us if you run into issues with any online casinos in the future.