RoboCat Casino - O jogador ainda não recebeu os seus prémios.

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.

Dear Zero89,

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

Thank you for your feedback. To confirm the aforementioned requirements: My account has been fully verified since July 11, 2026. My current withdrawal request was submitted on July 17, 2026 (amount: €500). I will wait out the 14-day period, which expires on July 31, 2026.

Please consider the broader context: My previous withdrawal requests had already gone unprocessed for several weeks. Furthermore, €1,500, which I had withdrawn via the linked wallet provider PlayID, was withheld after my PlayID account was blocked – citing a terms and conditions clause that demonstrably does not exist. When I inquired, PlayID completely changed their explanation. I subsequently filed a complaint. I still haven't received a response from PlayID after six days.

I will update this complaint once the 14 days have passed.

Vielen Dank für Ihre Rückmeldung. Zur Bestätigung der genannten Voraussetzungen: Mein Konto ist seit dem 11.07.2026 vollständig verifiziert. Mein aktueller Auszahlungsantrag wurde am 17.07.2026 gestellt (Betrag: 500 €). Ich werde die 14-Tage-Frist abwarten, die am 31.07.2026 abläuft.

Bitte beachten Sie jedoch den größeren Zusammenhang: Meine früheren Auszahlungsanträge blieben bereits über mehrere Wochen unbearbeitet. Zudem wurden 1.500 €, die ich über den angebundenen Wallet-Anbieter PlayID ausgezahlt hatte, einbehalten, nachdem mein PlayID-Konto gesperrt wurde – unter Berufung auf eine AGB-Klausel, die nachweislich nicht existiert. Auf Nachfrage wechselte PlayID die Begründung vollständig aus. Ich habe daraufhin Beschwerde eingelegt. Eine Antwort von PlayID darauf habe ich seid 6 Tagen auch noch nicht bekommen.

Ich werde diese Beschwerde aktualisieren, sobald die 14 Tage verstrichen sind.

Dear Zero89,

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 Jean,

Thank you for your inquiry.

There has been no change. I have not received any payout to date. My PlayID account remains blocked.

For over two weeks, RoboCat Casino has done nothing about this: no payment, just repeated messages like this: "As far as I can see now, Andy, your withdrawal is currently being processed. While there can occasionally be delays, I want to assure you that everything will proceed as expected from now on."

You will be notified via your profile as soon as the process is complete. Thank you for your understanding and patience so far.

Or this: Andy, thank you for your patience and your time. I will first apologize for the unrest. I can well understand how frustrating this delay must be. I have checked this with the team, and it seems that the delay is caused by an exceptionally high number of agreement questions at this time, which has longer processing times. Furthermore, we conduct basic security checks to ensure the security of every transaction.

Your case has now been forwarded to our finance department and is being processed with high priority. You will receive an email as soon as your withdrawal has been processed. This situation is rather rare, and we usually complete withdrawals within the expected timeframe. We greatly appreciate your patience and are doing everything we can to resolve the issue as quickly as possible. Should you have any further questions, please do not hesitate to contact us.

Thank you again for your great patience, and we sincerely apologize for any inconvenience caused.

No clarification every day. And now another 14-day deadline has passed. Please help me.

Please continue with your complaint accordingly. I can send you all the relevant documents – payment receipts, chat logs, and emails – at any time if anything is missing.

Thank you for your support.

Best regards

Zero89

Hallo Jean,

vielen Dank für die Nachfrage.

Es gibt keine Änderung. Ich habe bis heute keinerlei Auszahlung erhalten. Mein Konto bei PlayID ist weiterhin gesperrt.

Seit über 14 Tagen hat das RoboCat-Casino in dieser Sache nichts unternommen: keine Zahlung, immer wieder nur Nachrichten wie diese: "Soweit ich das jetzt sehe, Andy, wird deine Auszahlung gerade bearbeitet. Es kann zwar gelegentlich zu Verzögerungen kommen, aber ich möchte Ihnen versichern, dass ab sofort alles wie erwartet abläuft. 

Sie werden über Ihr Profil benachrichtigt, sobald der Vorgang abgeschlossen ist. Ich danke Ihnen für Ihr Verständnis und Ihre Geduld bis jetzt."

Oder diese: Andy, Vielen Dank für Ihre Geduld und Ihre Zeit. I will first me for the made unances. Ich kann gut nachprüfen, wie frustrierend diese Verzögerung sein muss. I have check this with the team, and it seems, that the verzögerung is caused on a außergewöhnlich high number of agreement questions to this time, what the processing times has longer. Desweiteren führen wir grundlegende Sicherheitsprüfungen durch, um die Sicherheit jeder Transaktion zu gewährleisten.

Ihr Fall wurde nun an unsere Finanzabteilung weitergeleitet und wird mit hoher Priorität bearbeitet. Sie erhalten eine E-Mail, sobald Ihr Widerruf bearbeitet wurde. This situation is rather rarely, and in der Regel schließen wir Abhebungen innerhalb des erwarteten Zeitrahmens ab. Wir schätzen Ihre Geduld sehr und tun alles, um das Ereignis schnellstmöglich zu lösen. Sollten Sie weitere Fragen haben, zögern Sie bitte nicht, uns zu kontaktieren.

Nochmals vielen Dank für Ihre große Geduld, und wir entschuldigen uns aufrichtig für die entstandenen Unannehmlichkeiten.

Jeden Tag keine klärenden Worte. Und nun auch erneute 14 Tage Frist verstrichen. Bitte Helfen sie mir.

Ich bitte Sie, die Beschwerde entsprechend weiterzuführen. Alle Unterlagen – Auszahlungsbelege, Chatverläufe und E-Mails – kann ich Ihnen jederzeit zusenden, falls noch etwas fehlt.

Vielen Dank für Ihre Unterstützung.

Viele Grüße

Zero89

Please note that we don't handle complaints regarding payment providers, as our platform primarily focuses on issues involving online casinos. We recommend contacting the relevant payment provider directly for your confiscated funds and blocked account.

Regarding your pending withdrawals at RoboCat Casino, please allow me to ask some questions to better understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Aside from PlayID, what other payment methods did you use for withdrawing your funds?
• Could you let us know when you made your last successful bank transfer withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Thank you very much in advance for your reply.

Dear Zero89,

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.

Thank you for your questions, I will gladly answer all points:

1. Bonus: I received a bonus with my deposit. I fully met the wagering requirements before submitting the withdrawal requests. The balance is shown in the account as withdrawable real money.

2. Payment methods: In addition to PlayID, 'Bank Transfer' is available as a withdrawal method. My current withdrawal request from August 6, 2026, for €500 is being processed via bank transfer. However, I've been told every day that it's still under review.

3. My last successful bank transfer was on August 12, 2026, and took 25 days.

4. Selected method: For the current withdrawal, I am using bank transfer. Previously, I attempted three withdrawals of €500 each via PlayID – these were credited to my PlayID account, but were retained after immediate account suspension. Therefore, a withdrawal via PlayID is no longer possible for me; I request that withdrawals be processed exclusively via bank transfer.

Regards, Zero89

Vielen Dank für Ihre Rückfragen, gerne beantworte ich alle Punkte:

1. Bonus: Ich habe bei meiner Einzahlung einen Bonus erhalten. Die Umsatzbedingungen habe ich vollständig erfüllt, bevor ich die Auszahlungsanträge gestellt habe. Das Guthaben ist im Konto als auszahlbares Echtgeld ausgewiesen.

2. Zahlungsmethoden: Neben PlayID steht mir als Auszahlungsmethode 'Bank Transfer' (Banküberweisung) zur Verfügung. Mein aktueller Auszahlungsantrag vom 06.08.2026 über 500€ läuft per Banküberweisung. Wo ich bis heute jeden Tag gesagt bekomme ist in Prüfung.

3. Meine letzte erfolgreiche Banküberweisung erfolgte am 12.08.2026 und dauerte 25 Tage.0

4. Gewählte Methode: Für die aktuelle Auszahlung nutze ich Bank Transfer. Zuvor hatte ich drei Auszahlungen à 500 € über PlayID versucht – diese wurden zwar dem PlayID-Konto gutgeschrieben, dort jedoch nach sofortiger Kontosperrung einbehalten. Eine Auszahlung über PlayID ist mir daher nicht mehr möglich; ich bitte darum, die Auszahlung ausschließlich per Banküberweisung abzuwickeln.

Mfg Zero89

Thank you very much for your reply, Zero89.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Dear Zero89,

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, Samko, (samuel.s@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,

Jean

Dear Zero89,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from RoboCat Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear RoboCat Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel