RoboCat Casino - Player’s winnings haven’t been received yet.

Won't pay my winnings, keep saying they are sorry for the delay when reach out to live support, My 3 x withdrawal requests of 750 have been longer than the 3 days as per there terms and conditions. Wrote an email and they haven't responded.

Dear ChelseaAus,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I have received a payment of 750 however previously which was requested on a Friday and they processed payment on a Saturday. However they have not processed my other 3 x withdrawal requests.

I am verified with them and the withdrawal requests say they are checking my account details when they have already made 1 x payment to my account. They said it would take 3 to 5 business days and provided me with the email address in which I haven't received a response. Every time I ask they give me a different excuse and there terms and conditions say all withdrawals will be paid with in 3 business days.

Thank you for your assistance with the matter, I really appreciate the work you and your team does.

Dear ChelseaAus,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Nick, I can confirm that I have still not received my winnings nor have i heard anything from robocat. The status of my 3x withdrawal requests are "checking your account details". Thank you for your help, i really appreciate it

I ca confirm i have received my winnings in total. Than you for your assistance with my complaint. Hopefully the casino can improve its player experience with withdrawal processing time and communication as it a good casino to my play.

Dear ChelseaAus,

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,

Nick Bacon

Casino.Guru