RoboCat Casino - Вывод средств игроков задерживается.

I requested two withdrawals of €500 each two weeks ago. The money hasn't been paid out to me yet.

The casino does not respond to my email inquiries, and I am repeatedly asked to be patient in live chat.

I played without a bonus and used the same payment method as usual. I still haven't received my money.

Ich habe vor 2 Wochen zwei Auszahlungen zu je 500€ beantragt. Das Geld wurde mir bis heute nicht ausbezahlt.

Das Casino reagiert nicht auf meine E-Mail Anfragen und auch im Live-Chat werde ich immer wieder um Geduld gebeten.

Ich habe ohne Bonus gespielt und mit der gleichen Zahlungsmethode wie immer. Trotzdem erhalte ich mein Geld nicht.

Dear kzkh6wtxhm,

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

To better understand your situation and assist you effectively, I would like to ask you a few questions:

• What types of games did you play?
• Have you made any successful withdrawals from this casino before?
• Could you please confirm if you passed the full KYC verification?

Your cooperation in providing these details will help us investigate and work toward a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hello, thank you for the answer:

I played regular slots from providers like Pragmatic Play, Yggdrasil, etc.

I've never had any problems with withdrawals in the past. The money always arrived in my account within 3-5 business days.

KYC was completely normal. I signed up with my details. The page then said, "It looks like your account doesn't need to be verified. Enjoy our games."

Hallo, vielen Dank für die Antwort:

Ich habe ganz normale Slots gespielt von Anbietern wie Pragmatic Play, Yggdrasil etc.

Ich hatte in der Vergangenheit nie Probleme mit der Auzahlung. Das Geld kam immer innerhalb von 3-5 Werktagen bei mir auf dem Konto an.

KYC war ganz normal. Ich habe mich mit meinen Daten angemeldet. Auf der Seite stand dann: „Es sieht so aus, als ob dein Konto nicht verifiziert werden muss. Viel Spaß mit unseren Spielen".

In the meantime, I contacted live chat and email support several more times. In the live chat, I was still asked for patience, but without receiving any concrete reasons for the delayed payout. The email response was also very vague and didn't specify a processing time or anything similar. It was very similar to the response in the live chat.

Ich habe in der Zwischenzeit noch mehrmals den Live-Chat und den E-Mail Support kontaktiert. Im Live Chat wurde ich weiterhin um Geduld gebeten, ohne konkrete Gründe für die verspätete Auszahlung zu erhalten. Die E-Mail Antwort war auch sehr vage und ohne Angabe von Bearbeitungsdauer oder ähnlichem. Es war sehr ähnlich wie die Antwort im Live Chat.

Thank you very much, kzkh6wtxhm, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear kzkh6wtxhm,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RoboCat Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

I've attached screenshots of the withdrawals below. These prove that they were "real" funds and not bonus funds.

Ich habe im folgenden noch einmal die Screenshots von den Abhebungen angehangen. Diese beweisen, dass es sich um "echtes" Guthaben und kein Bonusguthaben gehandelt hat.

Dear all

Thank you for your patience.

We're deeply sorry for the inconvenience caused. Rest assured, we're taking immediate action to process the pending withdrawals as soon as possible.

Best Regards

Robocat Team

The money (all of it) just arrived. Thank you very much!!

Das Geld (alles) ist soeben angekommen. Vielen Dank!!

Dear kzkh6wtxhm,

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,

Jana

Casino.Guru