RoboCat Casino - Учетная запись игрока остается активной, несмотря на запрос о закрытии.

Dear Casino Guru Team,

I hereby submit an official complaint against the online casino Robocat.

Due to my gambling addiction, I am registered in the German OASIS exclusion system and therefore banned from gambling nationwide. Despite this active ban, I was able to open a player account and play at Robocat.

On February 14, 2025, I explicitly requested the permanent closure of my account. I contacted customer service and clearly stated that I am a gambling addict and that my account must therefore be permanently closed. I also sent a confirmation email to support in which I again explicitly requested the permanent account closure. I have documentation of this communication.

Despite this clear notification, my account wasn't closed. Instead, it remained active, and I could continue playing without restrictions. I kept relapsing. I even kept receiving bonus emails and phone calls. I felt like my addiction was being exploited. The live chat just brushed me off, and eventually, I lost hope that it was even possible to block the account. I felt like it was an illegal site exploiting my addiction despite the OASIS ban.

Subsequently, I contacted live chat several times and repeatedly pointed out that I am a gambling addict and that my account must be permanently blocked for my own protection. These repeated and clearly stated requests were ignored. Robocat never blocked my account.

Since my first blocking request on February 14, 2025, I have lost a total of approximately €2,010.

In my view, this behavior constitutes a serious violation of the principles of responsible gaming. If a player explicitly discloses their gambling addiction and requests permanent account suspension, the provider is obligated to act immediately. The failure to take this action allowed me to continue losing money, even though I actively requested protection.

I therefore request that you examine this case and support me in recovering the losses incurred since February 14, 2025, amounting to approximately €2,010.

Best regards

Jobin *****

Sehr geehrtes Casino-Guru-Team,

hiermit möchte ich eine offizielle Beschwerde gegen das Online-Casino Robocat einreichen.

Ich bin aufgrund einer meiner Spielsucht im deutschen OASIS-Sperrsystem registriert und somit bundesweit vom Glücksspiel ausgeschlossen. Trotz dieser aktiven Sperre war es mir möglich, bei Robocat ein Spielerkonto zu eröffnen und dort zu spielen.

Am 14.02.2025 habe ich ausdrücklich die dauerhafte Sperrung meines Kontos verlangt. Ich habe den Kundenservice kontaktiert und klar mitgeteilt, dass ich spielsüchtig bin und mein Konto aus diesem Grund dauerhaft geschlossen werden muss. Zusätzlich habe ich eine Bestätigungsmail an den Support gesendet, in der ich nochmals ausdrücklich um die endgültige Kontosperrung gebeten habe. Für diese Kommunikation liegen mir Nachweise vor.

Trotz dieser eindeutigen Mitteilung wurde mein Konto nicht geschlossen. Stattdessen blieb es aktiv, und ich konnte weiterhin uneingeschränkt spielen. Ich bin immer wieder rückfällig geworden. Ich habe sogar immer Bonus Mails sogar Anrufe erhalten. Ich hatte das Gefühl meine Sucht wurde ausgenutzt. Der Live Chat hat mich immer nur abgewimmelt und irgendwann hab ich die Hoffnung verloren, dass es überhaupt möglich ist dieses Konto zu sperren. Ich hatte das Gefühl es ist eine illegale Seite die meine Sucht trotz OASIS Sperre ausnutzt.

In der Folge habe ich mehrfach den Live-Chat kontaktiert und wiederholt darauf hingewiesen, dass ich spielsüchtig bin und mein Konto zu meinem eigenen Schutz dauerhaft gesperrt werden muss. Auch diese wiederholten und klar formulierten Aufforderungen wurden nicht umgesetzt. Robocat hat mein Konto zu keinem Zeitpunkt gesperrt.

Seit meiner ersten Sperranfrage am 14.02.2025 habe ich insgesamt ca. 2.010 € verloren.

Aus meiner Sicht stellt dieses Verhalten einen schweren Verstoß gegen die Grundsätze des verantwortungsvollen Spielens dar. Wenn ein Spieler ausdrücklich seine Spielsucht mitteilt und eine dauerhafte Kontosperrung verlangt, ist der Anbieter verpflichtet, unverzüglich zu handeln. Das Unterlassen dieser Maßnahme hat es mir ermöglicht, weiterhin Geld zu verlieren, obwohl ich aktiv um Schutz gebeten habe.

Ich bitte Sie daher, diesen Fall zu prüfen und mich bei der Rückforderung der seit dem 14.02.2025 entstandenen Verluste in Höhe von ca. 2.010 € zu unterstützen.

Mit freundlichen Grüßen

Jobin *****

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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? Please share the information with timestamps if available, to my email at [email protected]. Include any responses you received to your requests.
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again 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 addiction.

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

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

I just sent another email to block it, as described.

Yes, I still have access to my account and I already made another deposit yesterday since it's still possible.

Unfortunately, I only have the screenshot I attached where I explicitly blocked my account via email. I don't know how to regain access to the live support chats, as I've repeatedly described my problem there.

Thank you for your help, and I hope that an agreement can be reached with the casino and that I will receive prompt assistance.

Best regards

Ettehadi

Hallo Tomas,

ich habe eben noch einmal eine Mail zum sperren geschickt so wie beschrieben.

Ja ich habe noch Zugriff auf mein Konto und hab gestern schon wieder eingezahlt da es immernoch möglich ist.

Leider hab ich nur den Screenshot den ich angehangen habe wo ich per Mail ausdrücklich mein Konto gesperrt habe. Ich weiß nicht wie ich Zugriff auf die Chats mit dem Live Support kriege da ich hier immer wieder mein Problem beschrieben habe.

Danke für die Hilfe und ich hoffe dass man sich mit dem Casino einig werden kann und ich schnelle Hilfe erhalte.

Viele Grüße

Ettehadi

Hello,

They wanted to inform me that I no longer have access to my account. I don't understand why I had to open this case for it to happen. I've gambled away over €2000 since I blocked my account there and was simply ignored multiple times.

Therefore, I don't see the problem as solved yet; is there any way to get a refund?

Hallo,

mich wollte mitteilen, dass ich jetzt keinen Zugriff mehr auf mein Konto habe. Ich verstehe nicht wieso ich aber erst die Sache hier eröffnen musste damit es passiert. Ich habe über 2000€ verspielt seitdem ich meine Konto dort gesperrt hatte und einfach ignoriert wurde mehrmals.

Deshalb sehe ich das Problem hier noch nicht als gelösen, gibt es eine Möglichkeit eine Erstattung zu erhalten?

Hello,

I wanted to ask how things are going? Could someone from the Robocat team comment on this?

Best regards

Hallo,

ich wollte mal nachfragen wie es denn aussieht? Kann sich jemand vom Robocat Team dazu äußern?

viele Grüße

Thanks for the update.

We can only ask the casino for a refund of money lost on gambling if we can conclude that the casino should have protected you. In order to do so, kindly share any communication where you disclosed your gambling problems to the casino in the past. Forward this evidence to my email at [email protected]

Hello Tomas,

I just sent the email. Unfortunately, I don't have all the live chat messages. Robocat must have them.

Thank you

Hallo Tomas,

ich habe eben die Mail geschickt. Leider habe ich die ganzen Live Chat Nachrichten nicht. Diese muss bestimmt Robocat haben.

vielen Dank

Dear Jobin_ett,

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, Igor ([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,

Tomas

Dear Jobin_ett,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the RoboCat Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a RoboCat Casino representative to join this conversation and participate in resolving this complaint.

Dear RoboCat Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear  Jobin_ett,

Thank you for contacting us.

We would like to inform you after a thorough review of your case, we were unable to identify any email or chat correspondence requesting account closure on 14 February 2026 related to gambling addiction.

We did, however, receive your request on 27 February 2026 to close your account due to gambling addiction. Your account was promptly closed by our team the same day.

Please if you have evidence regarding the email from 14.02 that you refereeing you can provide.

Thank you for your cooperation.

Kind regards,

Robocat Casino Team.

Dear Robocat Team,

Thank you for your reply, but that can't be right. I've already sent the evidence to the Casino Guru team.

I request a refund of the amounts paid since my suspension request and my failure to comply with the OASIS gambling ban.

They only blocked my account after I added the Casino Guru team to the CC field in the email.

Thank you very much and best regards

Ettehadi

Liebes Robocat Team,

danke für Ihre Antwort aber das kann nicht sein. Ich habe die Beweise bereits dem Casino Guru Team zukommen lassen.

ich bitte um eine Rückerstattung der Beträge seit meinem Sperrungsantrag und der Nicht Beachtung der OASIS Glücksspielsperre meinerseits.

Sie haben mein Konto erst gesperrt nachdem ich das Casino Guru Team in der Mail mit in den CC gepackt habe.

vielen Dank und viele Grüße

Ettehadi

Dear Jobin_ett,

Please note that on February 14th, you did not mention self-exclusion or any gambling-related problem.

However, I found another email in the files you provided, dated February 16th, in which you mentioned a gambling problem.

Could you please let me know whether you received any confirmation ticket or email in response to that message?

Dear Igor,

I searched my email inbox and unfortunately found nothing. I don't understand why Robocat doesn't provide this information.

I realize the casino is obviously lying here, claiming I never contacted them, not even via live chat. I'm losing hope anyway; I just hope this at least results in a bad review for the casino.

The casino knows full well that my gambling addiction was exploited and that I was even called by Robocat representatives despite my account being blocked.

Thank you

Best regards

Ettehadi

Lieber Igor,

ich habe mein Email Postfach durchsucht und leider nichts gefunden. Ich verstehe nicht wieso Robocat diese Sachen nicht bereitstellt.

Ich merke es wird hier offensichtlich vom Casino aus gelogen da behauptet wird ich hätte mich nie gemeldet und auch nie per livechat gemeldet. Ich verliere sowieso die Hoffnung, ich hoffe dass wenigstens eine schlechte Bewertung hierbei für das Casino entsteht.

das Casino weiß genau dass meine Spielsucht ausgenutzt wurde und ich sogar trotz Sperrung meines Kontos von robocat Vertretern angerufen wurde.

vielen Dank

viele Grüße

Ettehadi

Dear Jobin_ett,

You mentioned that you contacted the casino via live chat, but you do not have any screenshots or evidence from those conversations.

Could you please describe what was discussed during your communication with the casino and provide the dates when this took place?

Thank you for your cooperation.

Hello,

That was a year ago, I don't remember the exact dates. I kept playing because I'm addicted, and during my gaming sessions I repeatedly asked them to please block my account. They said it would be done immediately and then I ended the chat.

I also forwarded you my three emails to Robocat. I first contacted them by email on February 14th, and then at least two more times. I also forwarded those to you.

The casino deliberately ignored my inquiries, knowing I would continue playing! Only now, after I contacted them via email, has this been taken into account.

I can't say more than that, and I hope that the Robocat team, from both a legal and a human perspective, recognizes that mistakes were made by the casino.

Thank you very much and best regards

Ettehadi

Hallo,

das ist schon 1 Jahr her ich erinnere mich nicht an welchen Tagen das genau war. Ich habe immer wieder gespielt da ich süchtig bin und dann immer wieder während meinen Spielsessions geschrieben, dass Sie bitte mein Konto sperren sollen. Daraufhin wurde gesagt dass das umgehend erfolgen wird und der Chat wurde verlassen.

Ich hab Ihnen ja auch meine 3 Mails an Robocat zukommen lassen. Am 14.02 hab ich mich das erste Mal per Mail gemeldet und dann noch mindestens 2 weitere Male. Ich hab Ihnen das ja auch zukommen lassen.

Das Casino hat bewusst meine Anfragen ignoriert das Sie wussten ich werde weiter spielen! Erst jetzt als ich Sie eingeschalten habe per Mail Verweis wurde darauf geachtet.

Mehr als das kann ich nicht sagen und ich hoffe dass das Robocat Team aus rein rechtlicher aber auch menschlicher Sicht einsieht, dass hier Fehler von Casino geschehen sind.

vielen Dank und viele Grüße

Ettehadi

Dear Jobin_ett,

After a thorough review of this case, I have come to the following conclusion:

In the emails from 14/02/2025 and 21/05/2025, no self-exclusion or gambling-related problem was mentioned.

The request from 16/02/2025 was sent from a @web.de email address and not from @yahoo.de, which is the email address you use for your account in the casino. Additionally, you did not receive any confirmation ticket or email for this request.

Since the casino offers self-exclusion only via email, as clearly stated in their responsible gambling section, I cannot consider your effort to self-exclude to be sufficient.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor