RoboCat Casino - A conta do jogador foi encerrada apesar dos grandes ganhos.

Dear Sir or Madam,

I am writing to formally raise a serious concern regarding my account on Robocat casino.

Around March 1st, I won a jackpot totaling approximately $80,000 CAD on the website. However, the very next day, my VIP level was suddenly changed and my account was restricted from making withdrawals, allegedly for verification purposes.

Since then, their team has repeatedly requested documents from me—over 8 times—and has rejected every submission without providing clear or consistent explanations. Despite my full cooperation and willingness to comply, the process appears arbitrary and unnecessarily prolonged.

Most concerning, I have been asked to provide an Apple Pay transaction statement for the month of February. This document does not exist, as Apple does not provide such statements. Since they allow to see only recent transactions on their app,they referred me to my bank statements, which I have already submitted as requested.

Additionally, their customer support response times are extremely delayed, often taking up to two weeks to receive a reply. When responses are received, they lack clarity and do not explain why my documents are being rejected or what exactly is required to complete the verification process.

At this point, it is difficult not to conclude that unnecessary obstacles are being placed to prevent me from withdrawing my legitimate winnings.

I hope you can help me with that issue.

Best regards,

[Redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello.

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Hello, thank you for your prompt response.

We have submitted the following documents: my driver’s license along with a selfie on March 6, 2026. A proof of residence (a municipal tax bill) on March 7, 2026. Proof of transactions made with Apple Pay, linked to our credit card—we therefore provided the statement for the month of February and up to early March on March 13, 2026.

We also submitted proof of Interac e-Transfers from my bank account made in February, as requested, on March 13, 2026.

In addition, we uploaded all these documents in the verification section of the website. We also sent screenshots of our deposits made using my bank account (Interac e-Transfer) and my credit card (Visa) since the beginning of March. And in pdf when they’re asking for.

thanks for your help

[Redacted]

Hello,

An agent from the Robocat team named Mark assisted me and helped unlock my account verification. I am now able to withdraw my wins. I need help now to know how I can give my VIP level 5, to withdraw fast as possible my wins? Can you help me?

thanks for your help!

Dear Player, thank you for the update. Please be advised that we can only request the casinos to process payments in accordance with their policies, and we do not have the ability to influence the casino's VIP tier systems. Could you kindly inform us if you have any pending withdrawals at this time? If so, I would appreciate it if you could attach a screenshot of your pending withdrawals.

Thank you for your understanding and cooperation.

Hello,

Okay I understand. Do you know if there is some ways to withdraw big winnings as fast as possible? I give you screenshots of my pending withdrawals. Thanks for your help!

Hello Melimarc23,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

okay thanks I’ll await your reply. I just want to inform that I also received no money of my pending withdrawal, since 10 business days.

Best regards

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Melimarc23,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RoboCat Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not received his money yet?

Thank you in advance for providing the information.

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.

Dear all,

kindly informing you that we are currently checking the case with our relevant department to see what is the issue with the uploaded documents by the customer. We will keep you posted once there is update.

Thank you for the understanding.

Best Regards,

Team Robocat

Dear RoboCat Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

We kindly informing you that we are currently checking the case with our relevant department to see what is the issue with the uploaded documents by the customer. We will keep you posted once there is update.

Thank you for the understanding.

Best Regards,

Team Robocat

Hi,

our account has been verified since the beginning of this month. Our issue is that since then we made 3 withdrawals that are still pending. We are trying to withdraw our winnings since March 1st and still haven’t received anything, we lost a month and a half of vip level 5 that we could have withdrawn the maximum amount of our jackpot.

Thanks in advance for your support

Hi Martina, Robocat it’s not even addressing the real issue here. Our account has been verified at the beginning of this month. We have three pending withdrawals totalling $4500 that are yet to be processed since the beginning of the month… they also just copy and pasted their previous answer. We spent 10 of thousands of dollars on their website and they never had any problem accepting our money but now they don’t want to give us our winning winnings totalling $80,000… I’m feeling I’m being scammed here.. is that the case?

Thanks for your support and have a great day.

melissa

Dear RoboCat Casino,

are there any news, please?

Hello Robot Cat,

I want to know why my withdrawals our blocked? Do

you have any news, please?

Dear all,

thank you for the response.

Kindly note that customer's account was never verified, only proof of ID and proof of address were verified as documents until now however transaction history was declined several times(mostly due to customer not uploading what exactly is required from him(the specific payment method and the period requested by the relevant department)).

There is ongoing investigation by the relevant department, we have asked them for update regarding the case, once there is one we will also update here.

Thank you for the patience and understanding!

Best Regards,

Team Robocat

Dear Melimarc23,

Could you kindly provide the casino with all the necessary documents at your earliest convenience? It would greatly assist us in moving forward. Additionally, I would appreciate it if you could let me know once this has been completed.

Thank you very much in advance for your assistance!

Hello,

I don’t understand the exact documents your asking. As I already explained, the ApplePay document your asking for don’t exist. All already gave you my bank account of the transactions I’ve made AND screenshot of history transactions with AND without specification. Can you please tell me exactly what’s exactly the problems of the documents I’ve already gave you.

Also, I’ve already talked at one of your employee Mark. He helped me with the verification and since, I was able to ask withdrawal, but I didn’t received the money. Since I’ll write you emails at VIP and Support and 1 had just 1 answer who said: Il’l gave the information to the "relevant department ".

I’m feeling so tired of this situation and I’m so afraid to never have my money…

please can you resolve my case

Melissa

Dear RoboCat Casino,

Could you please kindly inform the player about the documents required? Thank you very much for your assistance!

Dear all,

thank you for contacting us.

Apologies for the delay, we have now asked the relevant department for updates regarding the case. Once there is one you will be informed as soon as possible.

Thank you for the understanding!

Best Regards,

Team RoboCat

We do not accept your apologies. You have said the same thing last week and still nothing. It has been two months since you have blocked our account can you refuse to give us our money under the pretext that we did not give you the right documents and we did for the last two months multiple times. You are deliberately and knowingly trying to stop us to get our money that we legitimately won on your casino. Are you waiting for us to kill ourselves and keep our money???

Dear RoboCat Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

we appreciate the patience regarding the case.

The case was checked by our relevant department and we can now confirm that the limits were lifted from the account as it is now verified.

Thank you for the understanding!

Best Regards,

Team RoboCat

Hello RobotCat

My account has been unlocked and I received the pending transfer. I appreciate that you resolved my case.

Best Regards

Dear Melimarc23, I am so glad!

I'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.