The player from Germany had been attempting to withdraw his winnings of approximately €32,000 since February 18th, but the casino had not taken any action, and support had been unhelpful. After multiple communications, the player's account was eventually opened and verified, allowing him to request withdrawals. However, the player encountered further issues with account blocking and verification processes, which were escalated by the casino. Ultimately, the casino claimed that the account was open and the player could request withdrawals, but the player failed to confirm this within the given timeframe. As a result, the complaint was rejected.
RoboCat Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €32,000
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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11 months ago
Translation
Hello, I've been trying to make withdrawals since February 18th. I've won around 32,000 EUR (without a bonus or free spins). The casino hasn't done anything to date and support isn't helping me either.
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11 months ago
Dear muellerdenis1984,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Could you please share a screenshot of your withdrawal request with the status visible?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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11 months ago
Translation
Hello, thank you for your help. So far I have only made deposits (around 1000 EUR), I have not received any withdrawals. The casino has not yet carried out a KYC check, I cannot do it manually, the site says "no verification is necessary at the moment".
I am unable to upload the screenshots. Can I please send you the images via email?
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10 months ago
Thanks for your reply.
I apologize for not replying sooner.
Kindly forward the relevant information to my email at [email protected]
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10 months ago
Dear muellerdenis1984,
Based on the information available to us the casino is licensed under Anjouan Gaming.
We provide information regarding every casino's license status to the best of our knowledge in our casino reviews here:
I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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10 months ago
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The casino processed the withdrawal request on March 17th. This complaint has therefore been resolved. The withdrawal period was 6 weeks.
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10 months ago
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Yesterday, the casino blocked my account and canceled all pending withdrawals. An email address unknown to me was added to my account yesterday. I was able to change my password. I reported this to the casino immediately. We'll see how this plays out.
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10 months ago
Dear muellerdenis1984,
I'm Kubo, and I will be taking care of your complaint from now on.
Do I understand correctly, that you have successfully withdrawn the full amount of €32,000, which has been followed by the blocking of your account?
Thank you.
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10 months ago
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Hello. No, I received two payouts of 500 each. After that, a different email address was registered, and my account was blocked. I immediately notified support so I didn't change my email address.
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10 months ago
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The casino is now verifying my account. I've sent them all the necessary information.
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10 months ago
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Good day.
I submitted this case to the licensor. A lawyer was immediately assigned to assist me.
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10 months ago
Dear muellerdenis1984,
Could you please forward me the email from the Anjouan Gaming Licensing Authority confirming the receipt of your complaint? Kindly send it to my email address at [email protected].
Thank you.
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10 months ago
Dear muellerdenis1984,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
Dear muellerdenis1984,
We would kindly request to upload the transaction history of the full month of February in order to complete your account verification.
Thank you in advance.
Kind Regards,
RoboCat Casino Team
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9 months ago
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Hello, the account is still being verified, and I can't log in to Robocat. There hasn't been a response to my emails to support yet. Where should I upload the data? I'll provide them with all the documents.
I noticed that a different email address had been entered into my profile and immediately contacted support.
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9 months ago
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Nothing happens.
I received an email from Robocat—they can't find my account. I sent screenshots—no response.
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9 months ago
Dear muellerdenis1984,
Thank you for your update.
Dear RoboCat Casino,
Could you please provide the current status of the player's case? Have you received the requested documents? Additionally, could you clarify the situation regarding the change of the email address in the player's profile?
Thank you for your cooperation.
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9 months ago
Translation
I sent the complete list for February to Robocat in pdf format on April 4th and again on April 16th.
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9 months ago
Dear muellerdenis1984,
Thank you for your patience.
We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.
We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.
Kind Regards,
RoboCat Casino Team
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9 months ago
Dear muellerdenis1984,
Thank you for your patience.
Kindly be advised that from the provided documents from your side there is no holder name visible.
For this reason, please provide us with the same information but the documents to be .PDF format.
Thank you for understanding and have a great day.
Kind Regards,
RoboCat Casino Team
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9 months ago
Dear muellerdenis1984,
We would kindly request to upload the transaction history of the full month of January .PDF file in order to complete your account verification.
Thank you in advance.
Kind Regards,
RoboCat Casino Team
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9 months ago
Dear muellerdenis1984,
Thank you for provided information.
In order to complete the verification and reopen your account, kindly advise you to reset your password with a new one due to security reasons.
You can do that when you go into our site, select LOGIN and on the bottom there is a section (Forgot your password).
Then fill the information needed, and you will receive a new password into the email you registered into our site .
Please inform us in this forum once this procedure is done, and you have a new password.
Thank you in advance.
Kind Regards,
RoboCat Casino Team
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9 months ago
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Hello.
When I click "Forgot password" and enter my email address, I get a message saying that this process isn't possible because my account is currently being verified.
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9 months ago
Dear muellerdenis1984,
Thank you for provided information.
We are sorry for this issue. The relevant department checked the issue and this procedure to set up new password will be sorted.
Kindly asking you to reset your password with a new one due to security reasons now.
You can do that when you go into our site, select LOGIN and on the bottom there is a section (Forgot your password).
Then fill the information needed, and you will receive a new password into the email you registered into our site .
Please inform us in this forum once this procedure is done, and you have a new password.
Thank you in advance.
Kind Regards,
RoboCat Casino Team
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9 months ago
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I can log in again.
The details are correct, but the withdrawal is blocked. So I can't withdraw any money yet.
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9 months ago
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My VIP status is back to 1. I was at level 3.
Deposits and withdrawals are blocked
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9 months ago
Dear muellerdenis1984,
Thank you for provided information.
We escalated the situation to the relevant department and they are working on your account in order to enable the all actions into your account.
Kindly asking you for little patience.
Thank you.
Kind Regards,
RoboCat Casino Team
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9 months ago
Dear muellerdenis1984,
Kindly be advised that your account is open, verified and you can request a withdrawal requests.
Thank you for understanding and have a great day.
Kind Regards,
RoboCat Casino Team
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9 months ago
Dear RoboCat Casino,
Thank you for this valuable update.
Dear muellerdenis1984,
Could you please confirm this and let me know once you have successfully withdrawn the amount in question?
Thank you.
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9 months ago
Dear muellerdenis1984,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kubo
Casino.Guru
