RoboCat Casino - O pagamento do jogador foi atrasado.

The casino isn't processing the payout and is just putting me off.

Das Casino führt die Auszahlung nicht aus und vertröstet mich nur.

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 PascalH,

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 PascalH,

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, no, unfortunately the payment has still not been made.

Hallo, nein leider ist die Auszahlung immer noch nicht erfolgt.

Dear PascalH, 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?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@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.

Here are the answers to the questions:

• No, I have not been able to make a withdrawal yet
• The casino has informed me several times that KYC verification is not currently required.
• without bonus

Hier die Antworten auf die Fragen:

• Nein konnte noch keine Abhebung durchführen
• Das Casino hat mir mehrmals mitgeteilt, dass momentan keine KYC-Verifizierung nötig ist.
• ohne Bonus

Dear PascalH, thank you for your response.

Could you please confirm whether you have reached out to the casino in relation to this issue? Have they provided any explanation for the delay?

Send emails or chat transcripts to my email at attila.g@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 cooperation.

Yes, I already sent you the correspondence by email.

Ja ich habe dir die Korrespondenz schon per Mail zugesendet.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear PascalH,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from RoboCat Casino to join this conversation and assist in addressing the complaint.

Dear RoboCat Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello all,

We kindly inform you that we have forwarded the issue to our payments team and we will have updates for you as soon as possible.

We really thank you for your patience.

Best regards,

Robocat team

Dear RoboCat Casino,

Thank you for your response and the information you have provided.

Please keep us informed of any updates regarding this matter.

I look forward to your response.

Dear PascalH,

Thank you for your patience.

We would like to inform you that in order to receive your funds, you will need to provide to us the appropriate documents for the verification of your account as we were informed from the relevant team. You may also check the Verification tab on your profile regarding what is needed exactly. if you have any questions, do not hesitate to inform us so to help.

Thank you for your cooperation on the matter.

Best regards,

Robocat casino team

I have already uploaded the documents.

Die Dokumente habe ich bereits hochgeladen.

Dear PascalH,

Thank you for your confirmation and cooperation.

Dear RoboCat Casino,

We kindly request an update regarding the outcome of the player’s verification process.

We look forward to your response.

Dear PascalH,

Thank you for the information provided.

We kindly inform you that after information that we had from the relevant team, it will be needed to provide to us Transaction History of Paysafe for the period 15.09 - 15.10.25 in original PDF.

Thank you so much for your cooperation.

Best regards,

Robocat team

Hello

As I already mentioned in my email, these are Paysafe PINs which I bought in a supermarket, and therefore I have no "transfer history" but only the email confirmation, which I also sent you.

Thank you for your understanding.

Hallo

Wie ich schon per Mail mitgeteilt habe, sind dies Paysafe PINs welche ich in einem Supermarkt gekauft habe und somit habe ich keine „Transferhistorie" sondern nur die Mailbestätigung, welche ich Ihnen auch zugesendet habe.

Danke fürs Verständnis.

Dear RoboCat Casino Team,

I hope this message finds you well. Could you please clarify which documents are required to complete the verification process? We believe that the confirmation emails should serve as sufficient proof of deposit in this case.

Thank you for your time and assistance. I look forward to your response.

Dear PascalH,

We’re happy to inform you that your account verification has been successfully completed.

Your first withdrawal has been completed today and the other withdrawal request that you made is being processed by our payments team. Please allow a little more time for the transaction to be finalised — the funds should reach to you soon.

We appreciate your patience and understanding.

Kind regards,

Robocat Casino Team

Dear RoboCat Casino,

Thank you for your response and continued cooperation.

Dear PascalH,

Kindly inform us once you have received the payment from the casino.

I appreciate your attention to this matter and look forward to your response.

Hello

I have received the payment.

Thank you very much for your efforts!

Hallo

Ich habe die Zahlung erhalten.

Herzlichen Dank für die Bemühungen!

Dear PascalH,

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,

Stefan

Casino.Guru