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

Hello, I am opening this complaint against RoboCat Casino regarding a total of €12,000.05 in winnings, with €1,600 currently pending validation and €10,400.05 remaining on my balance. My account is fully verified and requires no further KYC. I am officially a VIP player. To give context: I deposited €1,000 on Monday May 25th, and an additional €100 on Tuesday May 26th. Following my winnings, I made my last withdrawal request of €500 on Wednesday May 27th, alongside my other pending requests of €1,600. On Saturday May 30th, Akaza from the VIP Department promised an acceleration. Yesterday, Wednesday June 3rd, Marysia from the VIP team explicitly confirmed in writing that the maximum processing time is 3 business days, promising another acceleration. Today is Thursday, the 3-day deadline is expired, and my €1,600 withdrawals are still stuck as "pending validation". This 24/7 platform is clearly using delay tactics to avoid paying out my total balance of €12,000.05. I urgently request Casino Guru's mediation to force RoboCat to validate my current withdrawals and allow the transfer of my entire winnings. Thank you.

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.

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Dear SoDby,

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

Dear SoDby,

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.

Unfortunately, RoboCat Casino has still not paid me. My withdrawals (€1,600) are still pending, and the rest of my winnings (€10,400.05) remain on my balance.

There has been an important development: right after I told them I was opening this complaint, a new VIP manager named Elianor contacted me. She suddenly claimed that my account was "undergoing verification" and asked for documents.

This is a complete lie and a delaying tactic. I have attached a screenshot of my RoboCat profile showing their official system message: "It seems that your account does not require verification. Enjoy our games!".

They are clearly acting in bad faith to avoid paying a VIP player. I am still waiting for my money and desperately need your mediation to make them process my payments.

Best regards,

SoDby

Dear SoDby, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear Karla, thank you for your help. Here are the answers to your questions to understand the situation. I have never made any successful withdrawals before on this casino. My KYC verification is currently blocked because the casino keeps rejecting my documents or adding new requests every time I complete a step. I accumulated all my winnings without any active bonus, I played with my own real money. I only played casino games, no sports betting. Finally, regarding my communication with the casino, I am currently facing a total loop: they keep rejecting my virtual card ending in 2691 for no reasons, their upload platform has a technical bug ("Page not found" error) preventing me from uploading my virtual card 2199, and they just opened a brand new "Source of Wealth" request to delay my payments even further. I have already sent more than ten official documents, including bank statements, official PDFs, and I even sent an email to their support on June 12th with all the proofs. I am uploading the screenshots of their bugs and these unfair loops right here so you can see how they are moving the goalposts. Thank you for your intervention.

Dear SoDby,

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,Igor, (igor.p@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,

Karla Mayfly

Dear SoDby,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the RoboCat Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a RoboCat Casino representative to join this conversation and participate in resolving this complaint.

Dear RoboCat Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Player,

Thank you for contacting us.

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Robocat Casino Team

Dear RoboCat Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Player,

We are pleased to inform you that your account has been successfully verified.

Please rest assured that all your pending withdrawal requests has been forwarded to the relevant team.

You will be notified once it has been processed.

Kind regards,

Robocat Casino Team

Dear RoboCat Casino,

I appreciate your confirmation that the player's account has been verified and that the withdrawal requests have been forwarded.

Please do not hesitate to let us know once there is any news regarding this case.

Dear Player,

We are writing to provide an update on the status of your recent withdrawal requests.

The two of the recent submissions from 1 July has been successfully forwarded to relevant team. Once they are processed, we will notify you.

Thank you very much for your patience and cooperation throughout this process.

Kind regards,

Robocat team

Dear RoboCat Casino,

I appreciate your confirmation that the most recent withdrawal requests have been forwarded.

Please do not hesitate to let us know once there is any news regarding this complaint.

Dear Player,

Please rest assured that your recent, new withdrawal request from 3 July has been forwarded to the relevant team.

You will be notified once it has been processed.

Kind regards,

Robocat team

Dear Player,

We are writing to provide an update on the status of your withdrawal request.

We are pleased to inform you that your withdrawal requests from 4 july was successfully scheduled for processing on 6 July.

Please note that depending on your bank's processing times, it may take between 3 and 5 business days from the processing date for the funds to appear in your account. This timeframe is counted from the processing date.

Please rest assured that your recent, new withdrawal requests from 6 July has been forwarded to the relevant team.

You will be notified once it has been processed.

Kind regards,

Robocat team

Dear RoboCat Casino,

Thank you for your messages. I'm glad to hear that the withdrawals are being processed as they should.

Please let us know once any further withdrawals have been processed.

Dear Player,

We are writing to provide a clear update on your recent withdrawal requests:

As all pending payments have now been handled and there is no remaining balance to be processed, we consider this matter fully resolved.

Thank you very much for your patience and cooperation.

Kind regards,

Robocat team

Dear SoDby,

According to the casino, all payments have been processed, and there is currently no remaining balance in your account.

Please let me know whether this information is correct and whether you consider this case resolved.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear SoDby,

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,
Igor
Casino.Guru