RoboCat Casino - Аккаунт игрока закрыт, несмотря на крупный выигрыш.

Dear Sir or Madam,

I am writing to formally raise a serious concern regarding my account on Robocat casino.

Around March 1st, I won a jackpot totaling approximately $80,000 CAD on the website. However, the very next day, my VIP level was suddenly changed and my account was restricted from making withdrawals, allegedly for verification purposes.

Since then, their team has repeatedly requested documents from me—over 8 times—and has rejected every submission without providing clear or consistent explanations. Despite my full cooperation and willingness to comply, the process appears arbitrary and unnecessarily prolonged.

Most concerning, I have been asked to provide an Apple Pay transaction statement for the month of February. This document does not exist, as Apple does not provide such statements. Since they allow to see only recent transactions on their app,they referred me to my bank statements, which I have already submitted as requested.

Additionally, their customer support response times are extremely delayed, often taking up to two weeks to receive a reply. When responses are received, they lack clarity and do not explain why my documents are being rejected or what exactly is required to complete the verification process.

At this point, it is difficult not to conclude that unnecessary obstacles are being placed to prevent me from withdrawing my legitimate winnings.

I hope you can help me with that issue.

Best regards,

[Redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello.

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

Hello, thank you for your prompt response.

We have submitted the following documents: my driver’s license along with a selfie on March 6, 2026. A proof of residence (a municipal tax bill) on March 7, 2026. Proof of transactions made with Apple Pay, linked to our credit card—we therefore provided the statement for the month of February and up to early March on March 13, 2026.

We also submitted proof of Interac e-Transfers from my bank account made in February, as requested, on March 13, 2026.

In addition, we uploaded all these documents in the verification section of the website. We also sent screenshots of our deposits made using my bank account (Interac e-Transfer) and my credit card (Visa) since the beginning of March. And in pdf when they’re asking for.

thanks for your help

[Redacted]

Hello,

An agent from the Robocat team named Mark assisted me and helped unlock my account verification. I am now able to withdraw my wins. I need help now to know how I can give my VIP level 5, to withdraw fast as possible my wins? Can you help me?

thanks for your help!

Dear Player, thank you for the update. Please be advised that we can only request the casinos to process payments in accordance with their policies, and we do not have the ability to influence the casino's VIP tier systems. Could you kindly inform us if you have any pending withdrawals at this time? If so, I would appreciate it if you could attach a screenshot of your pending withdrawals.

Thank you for your understanding and cooperation.

Hello,

Okay I understand. Do you know if there is some ways to withdraw big winnings as fast as possible? I give you screenshots of my pending withdrawals. Thanks for your help!

Hello Melimarc23,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

okay thanks I’ll await your reply. I just want to inform that I also received no money of my pending withdrawal, since 10 business days.

Best regards

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Melimarc23,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case and state the reason why the player has not received his money yet?

Thank you in advance for providing the information.