RoboCat Casino - O jogador afirma que o seu pagamento foi atrasado.

Hello,

On March 8th and 9th, I requested three withdrawals totaling €1,250. Since then, the casino has repeatedly told me that my withdrawals are at the final stage of the approval process in the finance department.

Before these withdrawal requests, I had already requested a withdrawal from the same casino for €500, which was released within just over 24 hours.

Furthermore, I still have a balance of €2700 in my player account for which I cannot request a withdrawal, as it is only possible to request a maximum of three withdrawals at the same time.

No bonuses or anything else were used, and no verification was requested for my first withdrawal.

Best regards and thank you for your support!

Hallo, 

am 08.03. und am 09.03. beantragte ich insgesamt 3 Auszahlungen über einen Gesamtwert von 1250€. Seitdem werde ich vom Casino immer wieder damit vertröstet, dass meine Auszahlungen an der letzten Stufe des freigabeprozesses in der Finanzabteilung liegen würden. 

Vor diesen auszahlungsanträgen beantragte ich bereits eine Auszahlung in dem gleichen Casino über 500€, welche innerhalb von etwas mehr als 24 Stunden freigegeben worden es. 

Des weiteren habe ich noch ein Guthaben von 2700€ auf meinem Spielerkonto, für welches ich keine Auszahlung beantragen kann, da es maximal möglich ist, 3 Auszahlungen gleichzeitig anzufragen. 

Es wurden keinerlei Boni oder sonstiges verwendet und auch für meine erste Auszahlung wurde keine Verifizierung angefragt. 

Viele Grüße und vielen Dank für euren Support!

Dear LarsV7,

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.

Dear LarsV7,

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 everyone,

Thank you for your feedback.

Unfortunately, I still haven't received my payouts and there are no new developments.

Best regards

Hallo zusammen,

vielen Dank für ihr Rückmeldung.

Leider habe ich meine Auszahlungen noch immer nicht erhalten und es gibt keine neuen Entwicklungen.

Viele Grüße

Thank you LarsV7 for all the information provided. I will now forward your complaint to my colleague Jana (jana.k@casino.guru), who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear LarsV7,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello Jana,

Thank you very much for your support!

Hallo Jana,

vielen Dank für euren Support!

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.

Hello,

The case can be closed; I have received all payments. I'll keep you updated on my remaining balance.

Thank you for your support!

Hallo,

der Fall kann geschlossen werden, ich habe alle Zahlungen erhalten. Ich halte euch auf dem laufenden, zwecks meinem restlichen Guthaben.

vielen Dank für den Support!

Dear LarsV7,

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,

Jana

Casino.Guru