The player from Austria had requested three withdrawals of €500 each, which had been processing for two weeks without resolution. He had not received a response to his email and was facing access issues with his account due to service availability in Austria. The issue was resolved as the player confirmed that he had received the two remaining payouts. We marked the complaint as 'resolved' in our system and appreciated his cooperation.
RoboCat Casino - Player’s withdrawal request is delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
10 months ago
Translation
I have requested 3 withdrawals of €500 each and these have been in processing for 2 weeks now. I contacted the live chat and was told that my withdrawals were delayed. I received no response to my email to support and when I try to log into my account I get the information that this service is not available in my country (Austria).
Automatic translation:
Public
Public
10 months ago
Dear stefanxn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
Public
Public
10 months ago
Translation
Hello Kristina,
Yes, I have already received several successful withdrawals.
I passed the KYC verification.
This win was made without a bonus.
Automatic translation:
Public
Public
10 months ago
Thank you for your reply, stefanxn. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
Public
Public
10 months ago
Translation
In the meantime, a withdrawal was made even though I no longer have access to my account. It took about 3 weeks. Before that, withdrawals were processed in 3-5 days. Payments were made by bank transfer and the method was always the same.
Automatic translation:
Public
Public
10 months ago
Do I understand correctly that you have received all the remaining winnings from your casino account before it was closed?
Public
Public
10 months ago
Translation
No, I received a payout of €500 and another 2 payouts of €500 are still being processed and I no longer have the option to access my account from Austria. I logged in with my girlfriend's cell phone because she is from Germany and was able to log into my account and see that the other 2 payouts are still being processed.
Automatic translation:
Public
Public
10 months ago
Alright, I understand. When did you request these withdrawals, please? Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
Public
Public
10 months ago
Translation
I received the two missing payouts today. 👍🏻 This resolves the matter. Thank you very much.
Automatic translation:
Public
Public
10 months ago
Dear stefanxn,
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,
Kristina
Casino.Guru
