RoboCat Casino - Os ganhos do jogador estão sendo pagos com atraso.

I had a spin on the Glückstadt slot machine where the pointer stopped at €1000. After the spin, I couldn't do anything anymore. Nothing worked, so I quit the game and contacted live chat the next day. They said it was being looked into, but I haven't heard from anyone since.

Ich hatte einen Dreh beim Glückstadt wo der Zeiger bei 1000 Euro stehen geblieben ist. Nach dem Dreh konnte ich nichts mehr machen. Keine Seite ging mehr auf nichts, also bin ich aus dem Spiel raus und habe am nächsten Tag den Live-Chat kontaktiert der gesagt hat es wird bearbeitet, aber es meldet sich keiner.

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Dear Andi02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to katarina.d@casino.guru?

Have you stopped playing right after the incident? Meanwhile, please check our article explaining "How slot machines are programmed"

ttps://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino. Additionally, one screenshot of a game will not be sufficient in our communication with casino. Do you happen to have a video recording, please?

Looking forward to hearing from you.

Thank you in advance for your understanding.

Best regards,

Katarina

Dear Andi02,

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.

I've already sent them everything I have. I've been waiting for a response from Robocat Casino for 13 days. For 13 days they've been forwarding it, for 13 days it's supposedly being processed, and for 13 days nothing has happened. They're ripping me off.

Ich habe ihnen schon das geschickt was ich habe. Seit 13 Tagen warte ich auf eine Antwort vom Robocat Casino. Seit 13 Tagen leiten sie es weiter, seit 13 Tagen wird es angeblich bearbeitet und seit 13 Tagen passiert nichts. Die verarschen mich

I sent two emails so they could see how they mess with me every day and I always get the same answer. Nothing happens.

Ich habe zwei Emails geschickt damit sie mal sehen wie die mich jeden Tag verarschen und ich immer die selbe Antwort bekomme. Es passiert nichts

Now I can no longer access the live chat at Robcat Casino.

Jetzt komme ich nicht mehr in den Live Chat bei Robcat Casino

Dear Andi02,

thank you for the reply and for your patience during this busy holiday season.

Have you sent any email with supported evidence to me, please? I have checked my inbox and was unable to locate it. Could you please forward it to katarina.d@casino.guru?

Looking forward to your reply,

Katarina

This is ridiculous. I explained the situation to them and included a photo as proof. If that's not enough, then so be it.

Das ist mir hier echt zu Blöd. Ich habe ihnen geschrieben was Sache ist und das Beweiss Foto auch. Wenn das nicht reicht ist es ebend so

I sent them two emails showing how I'm being completely ripped off. In the live chat, I always get the same answer, and even the support team, to whom I've already written 30 emails, acts like they know nothing and tell me to describe the issue, even though I've already described it dozens of times. It's a nightmare.

Ich habe ihnen 2 Emails geschickt wo man sehen kann wie ich von vorne bis hinten verarscht werde. Im Live Chat bekomme ich immer die selbe Antwort und sogar der Support dem ich schon 30 Emails geschrieben habe tun so als wüssten sie nichts und ich soll das Anliegen beschreiben obwohl ich es schon dutzend mal beschrieben habe. Das ist ein Alptraum

Hello Andi02,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I've run out of patience. They've now closed my account for no reason.

Ich habe keine Geduld mehr. Mittlerweile haben die ohne Grund mein Konto geschlossen

Dear Andi02,

thank you for your messages and emails. Your patience is greatly appreciated.

Could you please confirm what was your account balance at the time of your account blockage?

How long have you been a player at this casino, please?

Have you successfully finished your KYC verification, please?

Looking forward to your reply,

Katarina

That's completely irrelevant. They've closed my account for no reason. Help me now or not. I've given them all the necessary information. I reversed the transaction, and it stopped at €1000, and nothing has happened since.

Das interessiert doch überhaupt nicht. Inzwischen haben die ohne Grund mein Konto geschlossen. Helfen Sie mir jetzt oder nicht. Ich habe ihnen alle wichtigen Informationen zukommen lassen. Ich habe das gedreht und es ist auf 1000 Euro stehen geblieben und danach ist nichts mehr passiert

Dear Andi02,

thank you for your message.

I would like to emphasize that all the information I am requesting is crucial in order to move forward with this complaint. Without these details, it is not possible to properly assess the situation or proceed further.

I kindly ask for your full cooperation and would appreciate it if you could address the specific questions raised in my previous response. Your assistance is essential to help bring clarity and allow this matter to progress.

Thank you for your understanding and cooperation. I look forward to your reply.

Looking forward to your reply,

Katarina

A few cents. For a year now. I'm not verified.

Ein paar Cent. Seit einem Jahr. Verifizert bin ich nicht

Dear Andi02,

thank you for the update.

I have reviewed your case thoroughly, and after careful consideration, it has been determined that the evidence you kindly provided is not sufficient to support your claim or to successfully challenge the casino’s position.

Additionally, your account was closed as a result of an administrative decision made by the casino. The fact that the account was closed with only a few cents remaining further limits the possibility of pursuing this matter. As the casino is a profit-focused entity, it is within their rights to refuse service to a customer. Therefore, the closure of your account is not something we are able to contest.

We understand that this decision may be disappointing. We regret that we are unable to offer further assistance at this time. If you require clarification or believe additional review is warranted, please contact the Comoros regulator (AOFA) directly. To submit a complaint, please visit the casino's website, locate the Comoros stamp, and click on it. You will be presented with a button "Submit a complaint". We also suggest reviewing our article on submitting complaints to the regulator for guidance.

This complaint will now be closed.

All the best,

Katarina