RoboCat Casino - Аккаунт игрока закрыт, но он по-прежнему получает предложения о повышении в должности.

I am filing this dispute to report a serious breach of responsible gambling rules by RoboCat casino, and to request a refund of deposited amounts.

I had a RoboCat account and, due to issues with the game, I requested its closure. On September 25th, I received written confirmation that my account was permanently closed. I have a copy of that confirmation.

Despite this, even after the casino's closure, I continued to receive phone calls, emails, and promotional messages. I tried to stop these communications by blocking emails, marking them as spam, and ignoring calls, but without success.

In one of these emails, I was offered a €100 bonus, which I accepted, although it was never credited to my account and it was never officially reopened. However, the promotional messages continued.

This persistent contact following a permanent closure had a direct negative impact on my gambling addiction. I believe that basic obligations regarding responsible gambling and the protection of vulnerable individuals were violated.

After months of receiving these communications, and during a moment of personal weakness, I relapsed and started gambling again, making deposits totaling €700. I understand that this relapse was a direct consequence of the casino's continued encouragement to gamble, despite a previous permanent closure.

For all the above reasons, I request:

The full refund of the €700 deposited

RoboCat's actions should be investigated

I request that my data be permanently removed from any promotional database.

I can provide evidence of the permanent closure and subsequent contact if necessary.

Presento esta disputa para denunciar un incumplimiento grave de las normas de juego responsable por parte del casino RoboCat, así como para solicitar la devolución de los importes depositados.

Tuve una cuenta en RoboCat y, debido a problemas relacionados con el juego, solicité su cierre. El 25 de septiembre recibí confirmación por escrito de que mi cuenta quedaba cerrada de forma permanente. Dispongo de dicha confirmación.

A pesar de ello, tras el cierre definitivo, continué recibiendo llamadas telefónicas, correos electrónicos y mensajes promocionales por parte del casino. Intenté detener estas comunicaciones bloqueando correos, marcándolos como spam e ignorando llamadas, sin éxito.

En uno de estos correos se me ofreció un bono de 100 €, el cual acepté, aunque nunca fue acreditado ni se reabrió oficialmente la cuenta. Sin embargo, los mensajes promocionales continuaron.

Este contacto insistente tras un cierre permanente tuvo un impacto negativo directo en mi problema de adicción al juego. Considero que se incumplieron las obligaciones básicas de juego responsable y de protección a personas vulnerables.

Tras meses de recibir estas comunicaciones y en un momento de debilidad personal, recaí y volví a jugar, realizando depósitos por un importe total de 700 €. Entiendo que esta recaída fue consecuencia directa de la inducción continuada al juego por parte del casino, pese a existir un cierre permanente previo.

Por todo lo anterior, solicito:

La devolución íntegra de los 700 € depositados

Que se investigue la actuación de RoboCat

Que se eliminen definitivamente mis datos de cualquier base de datos promocional

Puedo aportar pruebas del cierre permanente y del contacto posterior si es necesario.

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.

Dear Annagarcia69,

Thank you very much for submitting your complaint. We are sorry to hear about the difficulties you have experienced.

To help us better understand the situation and investigate your case effectively, we kindly ask you to provide clarification on the following points:

• Can you log in to your account now?
• Can you provide a copy of your self-exclusion or permanent account closure request, submitted due to gambling-related problems, as sent to the casino?
• Please confirm whether the €700 in deposits were made on the same account that was permanently closed, or on a new account created after the closure.
• After your account was permanently closed, did you explicitly request that all marketing and promotional communications be stopped, or assume that marketing would stop automatically as part of the permanent closure?

Your cooperation in providing this information will assist us in reviewing the matter thoroughly and working toward a resolution.

We appreciate your time and look forward to your response.

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.