RoboCat Casino - Jogador relata vários problemas com o cassino.

Overcharges on deposits, non-existent support system, non-existent responsible gaming system, data theft.

Sobrecostes en los depósitos, inexistente sistema de soporte, inexistente sistema de juego responsable, robo de datos.

Dear BX10SGIHZC_code,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with RoboCat Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?  

I will be patiently waiting for your reply. 

Best regards, 

Veronika

I live in Spain even though I started the claim in Morocco because I was on vacation. They have no support system (more than 20 emails sent and more than 10 days waiting for a response, still without receiving any), they cancel withdrawals and these can take several days and more if the page cancels them, I have unjustified overcharges in the bank on my deposits that never reached my gaming account, the machines are not RIG, they clearly use manipulated scripts to make it impossible to win. The responsible gaming system is also conspicuous by its absence, since after requesting self-exclusion they take about 5 days to make it effective and they send you about 4 emails asking why you want to close your account making it very difficult for a person with gambling problems to stop playing. I request the return of all the money deposited since it is obviously a page fraud. They use cryptocurrency systems for deposits to make it more difficult to trace. I do not have much faith in the claim but I will also start it through a lawyer.

Resido en España pese a que la reclamación la inicié en Marruecos porqué estaba de vacaciones. No tienen sistema de soporte ( más de 20 mails enviados y más de 10 días esperando respuesta, aún sin recibir ninguna), cancelan los retiros y estos pueden tardar varios días y más si los cancela la página, tengo sobrecostes injustificados en el banco en mis depósitos que nunca llegaron a mi cuenta de juego, las máquinas no son RIG, claramente utilizan scripts manipulados para que sea imposible ganar. El sistema de juego responsable también brilla por su ausencia, ya que después de solicitar autoexclusión tardan como 5 días en hacerlo efectivo y te envían como 4 mails preguntando porqué quieres cerrar tu cuenta haciendo que para una persona con problemas de juego sea muy complicado dejar de jugar. Solicito la devolución de todo el dinero ingresado ya que obviamente se trata de un fraude de página. Utilizan sistemas de criptomonedas para ingresos para que sea más difícil de rastrear. No albergo mucha fé en la reclamación pero la iniciaré tambien a través de un abogado.

Thank you for your reply. Could you please specify what the balance in your account was when you requested to be self-excluded? Please forward me the account closure requests you sent to the casino along with the casino's responses to veronika.f@casino.guru.

Regarding the RTP discrepancies you described, unfortunately, we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance. 

If you have more information that would help our case, please forward it to me. At this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Thank you for your understanding and cooperation.

I leave some screenshots of emails, r

cancelled withdrawals and late account closure.

Dejo algunas capturas de emails, r

etiros cancelados y cierre de cuenta fuera de plazo.

Today I received the first of the refunds for the extra costs in the deposits (they charged me more than once per deposit in some cases without me realizing it...). They use payment systems independent of their page of dubious legality. I add a screenshot

Hoy he recibido la primera de las devoluciones por los sobrecostes en los depósitos ( me cobraron más de 1 vez por depósito en algunos casos sin darme cuenta...). Utilizan sistemas de pago independientes a su página de dudosa legalidad. Añado captura

I have also requested the deletion of all my data under the Spanish LOPD. I request the immediate deletion of my data.

También he solicitado la eliminación de todos mis datos acogiéndome a la LOPD española. Solicito la eliminación inmediata de mis datos.

I requested a refund for several duplicate and overcharged charges from this page and they use collection companies independent of their page. In my bank, companies such as TTL, Dsservltd, Btblm, Genguru, Buton or adonibet.com appear. I have requested by email the list of operations carried out and the relationship of each one with these payment providers and I have not received a response. I received one of the duplicate charges but not the rest and my bank requires proof of purchase that the casino refuses to give me.

Solicité la devolución de varios cargo duplicados y con sobrecostes de esta página y utilizan empresas de cobros independiente a su pagina. En mi banco salen reflejadas empresas como: TTL, Dsservltd, Btblm, Genguru, Buton o adonibet.com. Les he solicitado por correo la lista de operaciones realizadas y relación de cada una con estos proveedores de pago y no he obtenido respuesta. Recibí uno de los cobros duplicados pero no el resto y me banco me exige un justificante de compra que el casino se niega a darme

The casino refuses to give me the deposit history and the relationship of each of these with its different payment providers. I have several duplicate deposits that I never received in my account, unjustified overcharges on several deposits and I do not have any possible email or ticket that proves that I have made the deposits. It is clearly a scam. I am complaining to my bank and the only solution they offer me, as they do not have emails or purchase tickets, is to complain as if I had not made any deposit on their page. I also requested the deletion of all my data by LOPD and they also refuse. THIEVES AND SCAMMERS.

El casino se niega a darme el historial de depósitos y la relación de cada uno de estos con sus diferentes proveedores de pago. Tengo varios depósitos duplicados que nunca recibí en mi cuenta, sobrecostes en varios depósitos injustificados y no tengo ningún correo o ticket posible que demuestre que yo he realizado los depósitos . A todas luces es una estafa. Estoy reclamando con mi banco y la única solución que me ofrecen, al no disponer de mails ni de tickets de compra es reclamar como si no hubiera hecho ningún depósito en su página. También solicité la eliminación de todos mis datos por LOPD y también se niegan. LADRONES Y ESTAFADORES.

Thank you for your responses.

Unfortunately, when dealing with the refund of lost deposits, we are able to assist only those players who explicitly mention gambling addiction as the reason for their account closure request. Since you have not stated any reason why you wish your account to be closed, we cannot ask the casino to return the deposits you lost after requesting the closure of your account.

Regarding the deposits being charged twice, could you please specify if you deposited into any other casinos at the same time?

Have you noticed any suspicious deposits in the transaction history of your casino account?

Could you please send me a bank statement showing the suspicious transactions that were deducted from your account without your knowledge? My email address is veronika.f@casino.guru.

I declare my addiction to gambling, which is why I requested self-exclusion. Today I have received 3 more refunds of my duplicate deposits. I would still have to receive €240 of the money deposited in the days after requesting self-exclusion.

Manifiesto mi adicción al juego, por eso solicité la autoexclusión. Hoy he recibido 3 devoluciones más de mis depósitos duplicados. Seguirían faltando por recibir 240€ del dinero depósitado los días después de solicitar autoexclusión.

Thank you for your response. I have carefully reviewed the communications provided, and it appears that you did not specifically state that you wanted to self-exclude due to gambling addiction.

To ensure clarity and effectiveness when requesting self-exclusion in the future, I strongly recommend explicitly stating the reason for your request (e.g., gambling addiction) and the desired duration of the exclusion (a minimum of six months or more). This should be included in both the body of the email and its subject line, as casinos receive a high volume of daily requests, and clear communication increases the chances of prompt action.

Here’s an example format you may use for future self-exclusion requests:

Email Subject: Self-exclusion request due to gambling addiction

Player Information:

First Name:

Last Name:

Date of Birth:

Casino Login/Account:

Email Address:

Email Body:

"Dear [Casino Name],

I am writing to request immediate self-exclusion from this casino and from receiving any gambling-related marketing materials for a minimum period of [time period].

The reason for my decision is [reason, e.g., gambling addiction].

I acknowledge that this self-exclusion request cannot be reversed or lifted before the agreed period ends. I kindly ask you to confirm the implementation of this exclusion and provide any further details necessary."

If you cannot provide evidence that you explicitly requested self-exclusion due to gambling addiction, I’m afraid we are unable to pursue a refund for your deposits. I truly empathize with your situation, and I’m sorry that we are unable to assist you further in this matter.

Best regards,

Veronika