The player from Germany had requested an account blocking due to gambling addiction on February 27, 2025, but the casino had not acted on this request. Despite multiple emails and a chat request, he continued to deposit and had lost €765 since then. After further communication with the Complaints Team, the casino was contacted for clarification and eventually requested the player's bank details to process a refund. The player received the refund and confirmed that his account had been successfully closed. The issue was marked as resolved by the Complaints Team.
RoboCat Casino - Player’s request for account blocking is ignored.
Amount: €765
RoboCat Casino
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
yesterday
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1 month ago
Translation
Good day,
I requested an account blocking in the Robocat online casino on February 27, 2025. I wrote several emails saying that I wanted the account blocked due to a gambling addiction, and also made a request in the live chat. Unfortunately, nothing has happened to date. And since then, due to my gambling addiction, I have unfortunately deposited and lost an amount of €765 there.
Unfortunately, I don't have the chat history from the live chat as proof, but I do have the emails.
I have two more screenshots of the payment receipts, but unfortunately I can't add any more attachments.
Automatic translation:
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1 month ago
Dear clemens1992,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you received any responses from this casino to your self-exclusion requests? If so, kindly forward them to me at veronika.f@casino.guru.
What was the response from live chat agents when you informed them of your addiction?
Have you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Hello Veronika, thank you for the quick message. I have sent you an email with the correspondence.
The answer from the live chat was that I should contact the casino via email, which I had already done.
I was unable to complete a KYC check on the site as it said it was not necessary.
I have also had a withdrawal there in the past, and no verification was necessary.
kind regards
clemens
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1 month ago
Thank you very much, clemens1992, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
Hello clemens1992,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear RoboCat Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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1 month ago
Translation
Hello Michal,
Thank you very much for your help. I also hope that we can find a solution together.
kind regards
clemens
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1 month ago
Translation
Unfortunately, my account is still not closed and I can still make deposits. Should I contact the casino again? It can't be that you have to write three emails and also get fobbed off in the live chat.
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1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 weeks ago
Dear clemens1992,
I contacted the casino representative outside of this thread, and I am expecting the casino to reply here in the thread soon. Due to this fact, I am setting another timer. Your patience is greatly appreciated.
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3 weeks ago
Translation
Unfortunately, the account is still not blocked. I've lost over €1,000 since the request to block my account.
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2 weeks ago
Dear clemens1992,
I am in contact with the casino representative, and we need more time to investigate. I appreciate your patience.
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1 week ago
Dear all
Thank you for your patience.
Kindly be informed that we are checking your request with relevant department and we would get back to you as soon as we have any news from them.
Best Regards
Robocat Team
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1 week ago
Dear clemens1992,
We would kindly request to provide us your bank details requested via email in order to proceed with your payment.
Thank you for your cooperation.
Kind Regards,
RoboCat Casino Team
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1 week ago
Translation
Hello dear Robocat team,
I have just sent an email with the necessary information to your support.
Greetings
Clemens
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5 days ago
Dear all
Thank you for your patience.
Kindly be informed that customer refund has been complete and paid out on our side.
Best Regards
RoboCat Casino Team
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5 days ago
Translation
I received the refund and the account was successfully closed. Thank you.
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yesterday
Dear clemens1992,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
