The player from Germany has requested to close his account since March 17, 2025, due to gambling addiction, yet has received no response to his three emails. He seeks immediate account closure and a refund of his recent deposits.
RoboCat Casino - Player’s account closure request is delayed.
Amount: €800
RoboCat Casino
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Opened
Current status
Waiting for Casino Guru to reply
6d 21h 59m 50s
Case summary
1 hour ago
Public
Public
3 days ago
Translation
I've been trying to close my account there since Monday. I've already sent three emails since Monday, March 17, 2025, pointing out my gambling addiction. I also have support numbers (26142226, 26066867).
Chat tells me to contact me via email.
I did that on Monday, Thursday, and today, March 22nd. I asked for immediate closure and a refund of the deposits made from March 17th.
Unfortunately all 3 times without a reply except for the automatic reply.
Automatic translation:
Public
Public
2 days ago
Dear Matze392,
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 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 the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
Public
Public
2 hours ago
Translation
Hello,
I have forwarded the documents as discussed.
Automatic translation:
Casino Guru is examining the case
