RoboCat Casino - Игрок добивается разрешения проблем, связанных с выводом средств и несправедливым обращением.

Subject: Unfair Treatment by Robocat – Lack of Transparency, Lack of Support, and Problematic Gambling Behavior Dear Casino-Guru Team, I would like to file a complaint against the online casino Robocat, as I feel unfairly treated as a player and the provider offers no support despite multiple notifications of my problematic gambling behavior. Since November 9, 2025, I have deposited approximately €25,000 there. During this time, there have been repeated problems that were not resolved by support: – Winnings from free spins were not credited or only partially credited.

Bonus rounds were cancelled without any winnings being transferred.

– My account balance has changed inexplicably several times without me receiving a comprehensible overview.

The support team is either not responding or only providing boilerplate responses, even though I requested a full breakdown of my transactions. I also mentioned to the casino that I'm having difficulty controlling my gambling and asked for assistance (e.g., limits, self-exclusion, or counseling). Unfortunately, this was completely ignored, and I was able to continue depositing large sums without any restrictions. I find this behavior unfair, opaque, and irresponsible, as a casino should at least respond to indications of problematic gambling behavior and offer support. I therefore request your mediation so that Robocat can finally provide me with a complete and comprehensible overview of my transactions and explain why my inquiries and requests have been ignored. Thank you for your assistance. Sincerely,

Manuel ****

Betreff: Unfaire Behandlung durch Robocat – fehlende Transparenz, fehlende Unterstützung und problematisches SpielverhaltenSehr geehrtes Casino‑Guru‑Team,ich möchte eine Beschwerde gegen das Online‑Casino Robocat einreichen, da ich mich als Spieler unfair behandelt fühle und der Anbieter trotz mehrfacher Hinweise auf mein problematisches Spielverhalten keinerlei Unterstützung bietet.Seit dem 09.11.2025 habe ich dort ca. 25.000 € eingezahlt. Während dieser Zeit kam es wiederholt zu Problemen, die vom Support nicht geklärt wurden:– Gewinne aus Freispielen wurden nicht oder nur teilweise gutgeschrieben.

– Bonusrunden wurden abgebrochen, ohne dass Gewinne übernommen wurden.

– Mein Kontostand hat sich mehrfach unerklärlich verändert, ohne dass ich eine nachvollziehbare Übersicht erhalten habe.

– Der Support reagiert nicht oder nur mit Textbausteinen, obwohl ich um eine vollständige Aufschlüsselung meiner Transaktionen gebeten habe.Zusätzlich habe ich dem Casino gegenüber erwähnt, dass ich Schwierigkeiten habe, mein Spielverhalten zu kontrollieren, und um Unterstützung gebeten (z. B. Limits, Sperre oder Beratung). Leider wurde darauf überhaupt nicht eingegangen, und ich konnte weiterhin ohne Einschränkungen hohe Beträge einzahlen.Ich empfinde dieses Verhalten als unfair, intransparent und verantwortungslos, da ein Casino bei Hinweisen auf problematisches Spielverhalten zumindest reagieren und Unterstützung anbieten sollte.Ich bitte Sie daher um Vermittlung, damit Robocat mir endlich eine vollständige und nachvollziehbare Übersicht meiner Transaktionen bereitstellt und erklärt, warum auf meine Hinweise und Anfragen nicht reagiert wurde.Vielen Dank für Ihre Unterstützung.Mit freundlichen Grüßen

Manuel ****

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 negative experience with RoboCat Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues, where you asked for help due to concerns about gambling problems? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RoboCat Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas