RoboCat Casino - Учетная запись игрока была закрыта без решения проблемы.

Good day

I've already lost around €4,000 at Robocat Casino without ever withdrawing any money, even though this casino is illegal in Germany. I shouldn't have been able to register in the first place because I was banned from the German gambling protection system at the time, and I requested that my account be closed because I was depositing and losing too much money. They only offered me a €70 no-deposit bonus to keep me, which I naturally accepted because who would refuse something like that, especially as a gambling addict? Of course, I lost everything again and had my account blocked. After inquiring about being unblocked, I was unblocked immediately after 15 minutes. This has nothing to do with player protection and is illegal and therefore violates the law. I've already submitted a refund request with this exact problem, but I haven't received a proper response, or any response at all, to my numerous emails over the past week. The only thing that's happened is that my account has now been blocked.

Regards, Ian

Guten Tag

Ich habe hier in dem robocat casino bereits um die 4000€ verloren ohne das ich irgendetwas ausgezahlt habe, obwohl dieses Casino in Deutschland illegal ist, ich hätte hier mich erst garnicht anmelden können da ich zu der Zeit eine sperre im deutschen spielschutzsystem hatte und ich habe auch um die Schließung meines Kontos gebeten habe da ich zuviel Geld einzahle und verliere daraufhin haben sie mir nur einen 70€ no deposit Bonus angeboten damit ich bleibe & das habe ich natürlich angenommen weil wer würde sowas ablehnen vorallem als spielsüchtiger und natürlich habe ich wieder alles verloren und habe mein konto sperren lassen nachdem ich nachgefragt hab ob ich entsperrt werden kann wurde ich sofort nach 15 minuten entsperrt das hat nix mit spielerschutz zu tun und ist so nicht erlaubt und verstößt somit gegen die Gesetze. Ich habe bereits eine rückerstattungsanfrage gestellt mit genau dem Problem aber seit 1 Woche auf mehrere emails keine gescheite oder erst garkeine Antwort bekommen, das einzige was passiert ist das mein Konto nun gesperrt wurde.

Mfg ian

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 MoneyMaker_1,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at [email protected]? Also, can you clarify when exactly your account was closed?

Thank you very much for your cooperation.

Best regards,

Kristina

Hello, I have sent you the email history regarding the blocking of my account via email.

Regards, Ian

Hallo ich habe ihnen den Email Verlauf zur Sperrung meines Kontos per Email geschickt.

Mfg Ian

Thank you very much for your reply, MoneyMaker_1. Could you please advise if you have ever informed the casino about your gambling problem? If so, please forward me this message.

Hello, yes, I forwarded the email to you several days ago.

Hallo ja ich habe ihnen die Email bereits vor Tagen weitergeleitet

Dear MoneyMaker_1,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. You simply informed the casino that you wish to close the account because you spend too much, which, according to our company policy, doesn't automatically mean that a player has a gambling problem. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this.

Since you didn't provide sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, 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.

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://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. 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.