RoboCat Casino - Игрок требует возврата средств из-за нарушения правил аккаунта.

Complaint against Robocat – Deposits possible despite OASIS ban

Dear Casino Guru Team,

I would like to file an official complaint against the online casino Robocat. I deposited and played a total of over €7,000 at Robocat after December 18, 2024 – even though I was blocked by the OASIS blocking system at that time. The casino ignored my blocking, even though providers are legally obligated to implement player bans from OASIS and completely exclude affected players from gaming (Section 4 (5) of the GlüStV 2021).

I registered the blocking via OASIS in a timely and proper manner. Despite this, I was able to play and deposit on the platform at any time. I have video evidence of all deposits, including the date and time, and I have already requested a refund from the casino (email dated May 25, 2025). So far, I haven't received a satisfactory response.

I request Casino Guru's assistance in resolving this case. I demand a full refund of all deposits made after December 18, 2024, as these were made in clear violation of German gambling law.

I am willing to provide all relevant evidence and transactions.

Best regards

Sahan *****

[removed by Casino.Guru admin]

Beschwerde gegen Robocat – Einzahlungen trotz OASIS-Sperre möglich

Sehr geehrtes Casino Guru Team,

ich möchte eine offizielle Beschwerde gegen das Online-Casino Robocat einreichen. Ich habe im Zeitraum nach dem 18.12.2024 insgesamt über 7.000 € bei Robocat eingezahlt und gespielt – obwohl ich zu diesem Zeitpunkt im OASIS-Sperrsystem gesperrt war. Das Casino hat meine Sperrung nicht beachtet, obwohl Anbieter gesetzlich verpflichtet sind, Spielersperren aus OASIS technisch umzusetzen und betroffene Spieler vom Spielbetrieb vollständig auszuschließen (§ 4 Abs. 5 GlüStV 2021).

Die Sperrung über OASIS wurde von mir rechtzeitig und ordnungsgemäß eingetragen. Trotzdem war ich auf der Plattform jederzeit spiel- und einzahlungsfähig. Ich habe Videobeweise über alle Einzahlungen mit Datum und Zeit und bereits eine Rückerstattung beim Casino gefordert (E-Mail vom 25.05.2025). Bisher habe ich keine zufriedenstellende Rückmeldung erhalten.

Ich bitte Casino Guru um Unterstützung bei der Lösung dieses Falls. Ich fordere die vollständige Rückzahlung aller Einzahlungen, die nach dem 18.12.2024 erfolgt sind, da diese unter klarem Verstoß gegen deutsches Glücksspielrecht stattgefunden haben.

Ich bin bereit, alle relevanten Beweise und Transaktionen zur Verfügung zu stellen.

Mit freundlichen Grüßen

Sahan *****

[removed by Casino.Guru admin]

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino.

Please note that the casino is licensed under Anjouan Gaming, while the OASIS self-exclusion scheme is obligatory only for casinos operating under the German licence. Please note that in casinos where OASIS is not applicable, you're expected to request a self-exclusion separately to be protected.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino about suffering from gambling problems or addiction? Has the casino closed your account as a result?
• If you wish to submit supporting evidence to support your case, you might do so at my email address at [email protected]

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Tomas,

Thank you for your feedback on my complaint in the forum.

Yes, I have developed a serious gambling problem – which is exactly why I voluntarily blocked myself on December 18, 2024, via the German government's OASIS blocking system.

This ban applies nationwide to all players in Germany.

Nevertheless, I was able to continue playing at RoboCat and deposited over €7,000 during this time, even though I'm playing from Germany and am officially banned. The casino didn't verify or block me.

In addition, I have repeatedly asked Robocat directly to block my account because I noticed that my gaming behavior was getting out of control.

However, I was repeatedly put off, kept waiting, or even ignored – while I was still able to play and deposit.

The worst part is: I was actively lured into continuing my gambling behavior. The casino repeatedly offered me bonus credits of €50 to €100 if I "continue playing with them" or didn't cancel my account. I have screenshots and evidence for these statements.

In Germany, all of this is a clear violation of the State Treaty on Gambling (Section 4 (5) GlüStV 2021), which also applies to foreign providers if they allow access to players in Germany – especially if gambling addiction and OASIS bans were known.

I have also prepared a video that documents all deposits with dates.

Please let me know how I can make the material (video & screenshots) available to you – possibly via WeTransfer or Google Drive.

Thank you for your support!

Best regards

Hallo Tomas,

vielen Dank für Ihre Rückmeldung zu meiner Beschwerde im Forum.

Ja, ich habe ein massives Spielproblem entwickelt – genau deshalb habe ich mich am 18.12.2024 freiwillig über das staatliche deutsche OASIS-Sperrsystem sperren lassen.

Diese Sperre gilt bundesweit für alle Spieler in Deutschland.

Trotzdem konnte ich bei RoboCat weiterhin spielen und habe in dieser Zeit über 7.000 € eingezahlt, obwohl ich aus Deutschland spiele und offiziell gesperrt bin. Das Casino hat mich nicht überprüft oder blockiert.

Zusätzlich habe ich mehrfach direkt bei Robocat um eine Kontosperrung gebeten, da ich selbst gemerkt habe, dass mein Spielverhalten außer Kontrolle gerät.

Ich wurde jedoch immer wieder vertröstet, hingehalten oder gar ignoriert – während ich weiterhin spielen und einzahlen konnte.

Das Schlimmste ist: Ich wurde aktiv gelockt, das Spielverhalten fortzusetzen. Das Casino bot mir mehrfach Bonusguthaben von 50 € bis 100 € an, wenn ich „weiterhin bei ihnen spiele" oder nicht kündige. Ich habe für diese Aussagen Screenshots und Beweise.

Das alles ist in Deutschland ein klarer Verstoß gegen den Glücksspielstaatsvertrag (§ 4 Abs. 5 GlüStV 2021), der auch für ausländische Anbieter gilt, wenn sie Spielern in Deutschland den Zugang ermöglichen – insbesondere dann, wenn Spielsucht und OASIS-Sperre bekannt waren.

Ich habe außerdem ein Video vorbereitet, das alle Einzahlungen mit Datum dokumentiert.

Bitte lassen Sie mich wissen, wie ich Ihnen das Material (Video & Screenshots) zur Verfügung stellen kann – ggf. über WeTransfer oder Google Drive.

Vielen Dank für Ihre Unterstützung!

Mit freundlichen Grüßen

Thanks for your reply and detailed explanation of the situation.

If you informed the casino about suffering from gambling issues, kindly send any such communication to me as evidence. There is no need for you to send records of your deposits to us.

Please specify since when you've been making efforts to protect yourself from the casino directly and provide the relevant communication of you asking for help and the casino sending you bonus offers instead.

Send this information to my email at [email protected]

Looking forward to your reply.

Pictures were sent via email

Bilder wurden per E-Mail gesendet

Thanks for your patience.

I went over the evidence you provided.

Please understand that we can pursue a refund request if you informed the casino about a gambling problem and the casino failed to protect you. Simple account closures don't serve as a player protection measure, since the account can later be reopened.

If you informed the casino about suffering from a gambling problem, it's not evident from the communication you provided.

• Could you please clarify whether your account in the casino is closed?

Please let me know if there were any other efforts from you to protect yourself; otherwise, the complaint can't continue, and it will be closed.

Hello Tomas,

Thank you for your feedback.

You are right – I have not explicitly used the term "gambling addiction" in my previous messages to the casino.

But my behavior was clearly a cry for help: I repeatedly and insistently asked for my account to be blocked because I realized that I no longer had control over my gaming behavior.

I may not have wanted to use the word "addiction" directly, but I tried to protect myself for weeks and repeatedly requested account closures.

Instead, I was ignored and sometimes lured with bonus credits, which made the situation worse.

Looking back, I see that my behavior was a clear sign of a gambling problem. And I tried to point this out to the casino – albeit indirectly.

I hope you can reconsider my case from this perspective.

If you wish, I will be happy to send you screenshots to prove my behavior.

Thank you for your time and effort.

Best regards

Sahan *****

Hallo Tomas,

vielen Dank für Ihre Rückmeldung.

Sie haben recht – ich habe in meinen bisherigen Nachrichten an das Casino nicht ausdrücklich den Begriff „Spielsucht" verwendet.

Aber mein Verhalten war klar auf einen Hilferuf ausgerichtet: Ich habe mehrfach und eindringlich darum gebeten, mein Konto zu sperren, weil ich gemerkt habe, dass ich mein Spielverhalten nicht mehr unter Kontrolle habe.

Ich wollte das Wort "Sucht" vielleicht nicht direkt sagen – aber ich habe über Wochen hinweg versucht, mich zu schützen und immer wieder Kontoschließungen verlangt.

Stattdessen wurde ich ignoriert und teilweise mit Bonusguthaben gelockt, was die Situation verschlimmert hat.

Rückblickend sehe ich selbst, dass mein Verhalten klare Anzeichen für ein Glücksspielproblem war. Und ich habe versucht, das Casino darauf hinzuweisen – nur eben indirekt.

Ich hoffe, dass Sie meinen Fall noch einmal unter diesem Gesichtspunkt prüfen können.

Gerne sende ich auf Wunsch noch Screenshots, um mein Verhalten zu belegen.

Vielen Dank für Ihre Zeit und Ihre Mühe.

Mit freundlichen Grüßen

Sahan *****

I went over the evidence you submitted again, sadly, we won't be able to help further.

If you have any accounts open in other online casinos not covered by the OASIS scheme, I would recommend you request self-exclusion from them as soon as possible.

I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://de.casino.guru/beratungsstellen-bei-problemen-mit-glueckspiel#cnt_84=true

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.