RoboCat Casino - O jogador afirma que o seu pagamento foi atrasado.

Hello,

On March 8th and 9th, I requested three withdrawals totaling €1,250. Since then, the casino has repeatedly told me that my withdrawals are at the final stage of the approval process in the finance department.

Before these withdrawal requests, I had already requested a withdrawal from the same casino for €500, which was released within just over 24 hours.

Furthermore, I still have a balance of €2700 in my player account for which I cannot request a withdrawal, as it is only possible to request a maximum of three withdrawals at the same time.

No bonuses or anything else were used, and no verification was requested for my first withdrawal.

Best regards and thank you for your support!

Hallo, 

am 08.03. und am 09.03. beantragte ich insgesamt 3 Auszahlungen über einen Gesamtwert von 1250€. Seitdem werde ich vom Casino immer wieder damit vertröstet, dass meine Auszahlungen an der letzten Stufe des freigabeprozesses in der Finanzabteilung liegen würden. 

Vor diesen auszahlungsanträgen beantragte ich bereits eine Auszahlung in dem gleichen Casino über 500€, welche innerhalb von etwas mehr als 24 Stunden freigegeben worden es. 

Des weiteren habe ich noch ein Guthaben von 2700€ auf meinem Spielerkonto, für welches ich keine Auszahlung beantragen kann, da es maximal möglich ist, 3 Auszahlungen gleichzeitig anzufragen. 

Es wurden keinerlei Boni oder sonstiges verwendet und auch für meine erste Auszahlung wurde keine Verifizierung angefragt. 

Viele Grüße und vielen Dank für euren Support!

Dear LarsV7,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear LarsV7,

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.