RoboCat Casino - O pedido de encerramento da conta do jogador foi negado.

The casino refuses to close my account despite my explicit request. I managed not to deposit for as long as possible, but then, due to my addiction after too long and the refusal to close my account, I gave in and kept depositing. As of now, my account has still not been closed. Live support has been offline for days, emails are rarely responded to and when they are, the account is not closed.

Das Casino verweigert mir trotz ausdrücklicher bitte mein Konto zu schließen dies zu tun. Ich habe so lange wie möglich geschafft nicht einzuzahlen, bin dann aber aufgrund meiner Sucht nach zu langer Zeit und der Verweigerung mein Konto zu sperren doch schwach geworden und habe immer wieder eingezahlt. Stand jetzt ist mein Konto immer noch nicht geschlossen. Der Live Support ist bereits seit Tagen offline, auf E-Mails wird selten reagiert und wenn, wird das Konto nicht geschlossen.

Dear CasinoDino,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Do I understand correctly the casino didn't close your account and allowed you to deposit and play despite you informing them about your gambling issues?
• Could you please explain when was the last time you deposited in the casino?
• Do I understand correctly you first informed the casino on March 2nd?

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.

Best regards,

Tomas

Hello Thomas,

First of all I would like to thank you for your help. Here are my answers to your 3 questions.

1. As sad as it is: yes - I informed the casino about my addiction since March 2, 2025 and asked them to close my account.
2. Yesterday, March 6, 2025, was my last deposit.
3. yes, see answer 1

For me, it is a no-go for a casino to exploit gambling addiction like this and make me keep making deposits. Why the casino is rated 8.9 is still completely unclear to me.

Hallo Thomas,

erstmal möchte ich Ihnen für die Hilfe danken. Hier meine Antworten auf Ihre 3 Fragen.

1. So traurig wie es ist: ja - ich informierte das Casino seit dem 02.03.2025 über meine Sucht und die bitte mein Konto zu schließen.
2. Gestern am 06.03.2025 war meine letzte Einzahlung.
3. ja, siehe Antwort 1

Für mich ist es ein no Go für ein Casino die Spielsucht so auszunutzen und mich ständig weiter einzahlen zu lassen. Wieso das Casino mit 8.9 bewertet ist, ist mir bis jetzt noch völlig unklar.

Update:

my Account got closed

Thank you very much, CasinoDino, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello CasinoDino, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. I have reviewed your evidence, and just to make sure I understand the whole situation - the 600€ in question - is it your deposit made on 06/03, or overall balance by the date your account got finally closed?

Meanwhile, I’d like to invite a representative of RoboCat Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with confiscating the balance of the player who needed to self-exclude due to the gambling problem and clarify the situation?

Such rule goes against our Fair gambling Codex, therefore I would recommend not only to refund the player's balance, but also considering deleting this part of the T&C agreement.

Thank you for your patience and cooperation in advance.

First of all, I would like to thank you very much for your support. This amount represents the total of deposits I made after informing the casino about my gambling addiction and after there was enough time to close my account.

Erstmal möchte ich mich herzlich für die Unterstützung bedanken. Bei dem Betrag handelt es sich um Einzahlungen summiert welche ich getätigt habe nachdem ich das Casino über meine Spielsucht informierte sowie genug Zeit war mein Konto zu schließen.

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.

Update:

No one from the casino contacted me, and I haven't received any money from them either. It's very disappointing to see this from such a highly rated casino.

The safety index must be questioned and reassessed here.

Update:

Es hat sich niemand von dem Casino bei mir gemeldet und ich aber auch kein Geld vom Casino erhalten. Sehr enttäuschend sowas von einem so gut bewerteten Casino zu sehen.

Sicherheitsindex muss hier hinterfragt werden und neu bewertet werden.

Dear CasinoDino, can you please confirm no comms hav been sent to you by now? If so, I will escalate the issue on our end, to see what can be done. Thank you.

Hello Matej, yes I can confirm.

Hallo Matej, ja kann ich bestätigen.

Thank you very much. I have escalated the issue to the head of the department, hopefully they respond in time, otherwise we will have to close this case as unresolved.

Dear CasinoDino,

We are sorry to hear about for your experience.  

We have escalated your request and we will share an update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

RoboCat team.

Dear RoboCat team, please let us know as soon as you have any details to share.

The sooner the account gets closed and the deposits refunded the better, and we can also help with re-wording of the unfair Terms & Conditions, if you would like.

Dear CasinoDino,

We would kindly request to provide us your bank details requested via email in order to proceed with your payment.

Thank you for your cooperation.

Kind Regards,

RoboCat Casino Team

Hello Robocat,

First of all, thank you very much for your feedback. I have sent you all the information in response to your email. As soon as the money has been credited to my account, I will share the information with you here immediately.

Best regards

Franz

Hallo Robocat,

erstmal vielen Dank für Ihre Rückmeldung. Ich habe Ihnen alle Informationen als Antwort auf Ihre E-Mail gesendet. Sobald das Geld auf meinem Konto eingegangen ist, werde ich die Informationen unverzüglich hier mit Ihnen teilen.

Viele Grüße

Franz

Seems like things are finally moving up! :)

Thanks to RoboCat Casino Team for picking this up, and dear CasinoDino, please let us know once you have received the payment, and whether the complaint can be then closed as resolved. Thank you.

Hello everyone,

Today, the amount was credited to my account. I must emphasize that I found Robocat's behavior very professional. Thanks also to Casino Guru!

Hallo zusammen,

heute wurde der Betrag meinem Konto gutgeschrieben. Ich muss hier betonen, dass das Verhalten von Robocat sehr professionell empfinde. Danke auch an Casino guru!

Dear CasinoDino,

I am super happy to hear that your issue has been resolved, and would like to thank RoboCat Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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,

Matej

Casino.Guru