RoboCat Casino - O pedido de encerramento da conta do jogador está atrasado.

I've been trying to close my account there since Monday. I've already sent three emails since Monday, March 17, 2025, pointing out my gambling addiction. I also have support numbers (26142226, 26066867).

Chat tells me to contact me via email.

I did that on Monday, Thursday, and today, March 22nd. I asked for immediate closure and a refund of the deposits made from March 17th.

Unfortunately all 3 times without a reply except for the automatic reply.

Versuche seit Montag dort mein Konto zu schließen . Habe bereits ab Montag dem 17.03.25 , 3 Mails geschrieben und auf meine spielsucht hingewiesen. Habe auch Supportnummern ( 26142226, 26066867)

Chat sagt ich solle mich per Mail melden.

das habe ich Montag , Donnerstag und Heute 22.03 getan. Habe dort um sofortige Schließung und Erstattung der Einzahlungen ab dem 17.03 gebeten.

Leider alle 3 mal ohne Rückantwort außer die automatische Antwort .

Dear Matze392,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Hello,

I have forwarded the documents as discussed.

Hallo,

habe die Dokumente wie besprochen weitergeleitet .

Hello. I haven't received any response yet. The casino hasn't contacted me either...

Hallo. Ich habe noch keine Rückmeldung erhalten. Auch das Casino hat sich nicht bei mir gemeldet ….

Dear Matze392, I have not received any emails from you.

Hello. I've sent the email again.

Hallo. Habe die mail jetzt nochmal versendet .

Dear Matze392, could you please check if you sent the email to the correct address: dominika.l@casino.guru? I haven't received anything from you.

Hello,

I always sent to the specified email address. No errors were returned.

Hallo,

habe immer an die angegebene Mail versendet. Es kam auch kein Fehler zurück.

Did the email arrive now?

Kam die Mail jetzt an?

Dear Matze392, could you kindly forward the emails you sent to the casino regarding your self-exclusion requests? To forward an email, simply open the email you wish to send, click the "Forward" button (usually located at the top or bottom of your email), and then enter this email address in the "To" field.

Thank you for your cooperation.

Hello, I have forwarded the emails to you.

Hallo, ich habe die Mails an Sie weitergeleitet.

Dear Matze392, could you please share your deposit history since the first account closure request you sent?

Have you received any response from the casino? Has your casino account been closed?

Hello. I've sent the history. The casino contacted me. My account is still open. I also received no response to my request for a refund...

Hallo. Verlauf habe ich gesendet . Casino hat mich angeschrieben. Konto ist nach wie vor offen. Auch auf meine Forderung der Rückerstattung kam keine Antwort …

Dear Matze392, unfortunately, I have not received the deposit history you mentioned.

The forwarded emails you sent do not appear to be properly forwarded. When you forward an email, it should be sent in a way that preserves the original content and is marked as "forwarded" in the email header.

Could you please resend the account closure requests as attachments instead of forwarding them? To do this, please download the original emails and attach them directly to your new message.

I forwarded all the emails as described. Unfortunately, I don't know why they didn't arrive. I've now uploaded the deposits here.

Habe die mails alle so weitergeleitet wie beschrieben. Weiß leider nicht wiese die nicht ankommen. Habe die Einzahlungen jetzt hier hochgeladen .

Dear Matze392, have you sent the account closure requests as attachments instead of forwarding them? I have not received any emails from you since yesterday.

Hello,

I hope it works now if I send everything as an attachment. Otherwise, I'll have to upload it here.

Hallo,

ich hoffe das es jetzt funktioniert wenn ich alles per Anhang sende. Sonst muss ich es hier hochladen .

Thank you very much, Matze392, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 Matze392,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Michal

Dear all,

Thank you for reaching out!

We are checking the case and will provide updates as soon as we have them.

Best regards,

RoboCat team

I've reached an agreement with the casino. This case can be closed!

Ich habe mich mit dem Casino geeinigt. Dieser Fall kann geschlossen werden !

Dear Matze392,

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, 

Michal V 

Casino.Guru