RoboCat Casino - O levantamento dos prémios dos jogadores está atrasado.

I played at this casino 2 days ago with real money and won the amount of 323 euros. The casino told me that withdrawals are not processed on weekends and today, Monday, they sent me a message that my winnings are being canceled because I have played from different internets, that is, from different IPs. Please resolve the issue!!! I will wait for news immediately, thank you!!!!

Έπαιξα στο συγκεκριμένο καζίνο πριν 2 μερες με πραγματικα χρήματα και κέρδισα το ποσό των 323 ευρώ. Το καζίνο μου είπε ότι τα Σαββατοκύριακα δεν επεξεργαζονται τις αναλήψεις και σήμερα ημέρα Δευτέρα μου έστειλαν ένα μήνυμα ότι ακυρώνονται τα κέρδη μου λόγω του ότι έχω παίξει από διάφορα ίντερνετ δηλαδή από διαφορετικές IP. Σας παρακαλώ επιλυφθειτε επί του θέματος!!! Θα περιμένω άμεσα νέα σας ευχαριστώ!!!!

Dear Blackdiamond,

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.

Hello again!!! The issue is not about a late payment. As I told you in the original message, I requested a withdrawal of my 323 euros. Because it was the weekend, they told me it would be processed on Monday. And when I went in on Monday to talk to them to ask what stage the withdrawal was at, they told me in the chat that it had been seen that I had connected to my account from different IPs and they heard my winnings and closed my account because in their opinion I had violated the casino's terms because I had connected from different IPs. Since when and until now am I allowed to connect from only one internet????? This does not exist anywhere and I have been a member of all online casinos for years. No such terms exist anywhere!!! Please intervene so that I can figure something out. This is not possible. I have already filed a complaint against the casino!!! From what I've been informed, they have a system and have done this to 4 other people!!! I'll be waiting for news soon, thank you!!!!

Γειά σας και παλι!!! Το ζήτημα δεν αφορά μια καθυστερημένη πληρωμή. Όπως σας είπα και στο αρχικό μήνυμα, ζήτησα ανάληψη του ποσού μου 323 ευρώ. Επειδή έπεφτε σαββατοκύριακο μου είπαν θα επεξεργαστεί την Δευτέρα. Και όταν μπήκα την Δευτέρα να μιλήσω μαζί τους να ρωτήσω σε τι στάδιο βρίσκεται η ανάληψη μου είπαν στο τσατ ότι έχει φανεί ότι έχω συνδεθεί από διαφορετικές IP στον λογαριασμό μου και μου άκουσαν τα κέρδη και μου έκλεισαν και τον λογαριασμό γιατί κατά την άποψή τους έχω παραβιάσει όρο του καζίνο επειδή έχω συνδεθεί από διαφορετικές IP. Από που και ώσπου επιτρέπεται από μόνο ένα ίντερνετ να συνδέομαι;;;; αυτό δεν υπάρχει πουθενά και είμαι μέλος σε όλα τα ιντερνετικα καζίνο χρόνια. Κανένας τέτοιος όρος δεν υπάρχει πουθενά!!! Σας παρακαλώ να μεσολαβησετε μήπως βγάλω κάποια άκρη. Δεν γίνεται αυτό το πράγμα δηλαδή. Έχω κάνει ήδη και καταγγελία για το καζίνο!!! Από ότι έχω ενημερωθεί το έχουν σύστημα και το έχουν κάνει σε άλλα 4 άτομα αυτό!!! Θα περιμένω άμεσα νέα σας ευχαριστώ!!!!

Dear Blackdiamond,

Can you please advise if you have ever used VPN to access the casino website or any game which were not available in your country of registration?

Additionally, please forward the communication between you and the casino related to the case to nikolas.b@casino.guru for further review.

Regards,

Nick

No, I never used a VPN because this particular casino can be accessed from everywhere in my country, I can enter normally!!! The communication was via live chat and unfortunately I have no communication, I did not have time to pull something because they have angered me!!!! This cannot happen anywhere!!! It is unacceptable and such a condition does not exist in Greece. If each company makes its own conditions to eat profits from players as this particular one has done to me and 4 other people that I have been informed about!!!! I beg you very much to intervene because things will get worse with the complaints I have filed!!! I am waiting for news immediately, thank you!!!

Όχι δεν χρησιμοποίησα ποτέ vpn γιατί το συγκεκριμένο καζίνο πιάνει από παντού στην χώρα μου μπαίνω κανονικά!!! Η επικοινωνία έγινε μέσω live chat και δυστυχώς δεν έχω κάποια επικοινωνία δεν πρόλαβα να τραβήξω κάτι διότι με έχουν εξοργησει!!!! Δεν γίνεται να συμβαίνει αυτό το πράγμα δηλαδή πουθενά!!! Είναι ανεπίτρεπτο και δεν υφίσταται τέτοιος όρος στην Ελλάδα. Αν βγάζουν δικούς τους όρους η κάθε εταιρεία για να τρώει κέρδη από παίκτες όπως έχει κάνει η συγκεκριμένη σε εμένα και σε άλλα 4 άτομα που έχω ενημερωθεί!!!! Σας παρακαλώ πάρα πολύ να μεσολαβησετε γιατί τα πράγματα θα γίνουν χειρότερα με τις καταγγελίες που έχω καταθέσει!!! Περιμένω άμεσα νέα σας ευχαριστώ!!!

Thank you for your message.

Please note that the casino operates under its own rules and regulations, which are determined by its licensing authority, regardless of the country of residence of the player.

Additionally, the use of VPNs is commonly restricted across most online casinos, so this is not an unusual policy.

We will reach out to the casino to request evidence of login activity in order to determine whether any prohibited software may have been used.

I am now forwarding your complaint to my colleague Kubo (jakub.m@casino.guru), who will be taking over and assisting you further from this point on.

Wish you best luck resolving it.

Regards,

Nick

Dear Blackdiamond,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the RoboCat Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear RoboCat Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Blackdiamond,

After investigating your request, we noticed that the particular withdrawal request that you are refering to, was cancelled by you and played.

Please, keep in mind that withdrawal requests need 3-5 working days to be completed according to Terms and Conditions of our casino. In that case, the situation is correct from our side.

Thank you for your understanding on the matter.

Kind regards,

RoboCat Casino Team

Dear RoboCat Casino,

Thank you for your clarification regarding the matter.

Dear Blackdiamond,

Could you kindly confirm whether you have indeed canceled the withdrawal request that was the subject of your complaint and subsequently played through the remaining balance? If there are any outstanding issues or concerns on your end, please let me know so we can assist you further.

I look forward to your response.

Dear Blackdiamond,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru