RoboCat Casino - Вывод средств игроком и закрытие его учетной записи задерживаются.

After multiple emails to Robocat customer service, specifically to my supposed assistant Santiago, who never responds to my claims about escalating my issue to the relevant department, they say... the money never arrives. I've written countless emails to viprobocat. I can't take this lack of responsibility from the supposed assistant anymore. They encourage you not to complete the withdrawal and to cancel it, giving you the runaround by saying they'll escalate the case. And this happens in the 24-hour customer service chat—it's a disgrace. I requested payment and account closure via chat; I have everything in writing. Ms. Niky told me it would be done, a lie. They haven't paid me, nor have they closed my account. What they do to people is make them desperate. A VIP level 4 member waiting for their money, when the maximum is 5 levels, is a real disgrace. I'm very, very disappointed. I've asked them to pay me my €900 and close my account, and nobody has done anything. They pretend they don't know anything, that they won't close the account. They told me to wait. Nooooo! Gentlemen, if someone requests the closure of their account, they pay it and close the account immediately. PERIOD. I request my €900 withdrawal plus the €400 deposit that you blocked on my card, which you do remove instantly, as well as the shameful advertising you send me in my emails about Santa Claus spins granting free spins when depositing, and to release that bonus it's x1. Well, NO ONE has given me any bonus. I also said this in the chat, and they were going to escalate everything, but nobody says anything. I've had several problems with this casino and I will never play here again. I requested the account closure and they laughed at me. If you don't return my money, I will speak to the bank tomorrow. I will report it as a scam and fraud because that's how I feel, and I will go to court to file the corresponding complaint. You are inciting people and not fulfilling your promises. I expect my €1300 back.

Después de múltiples correos electrónicos a atención al cliente de Robocat a mi supuesto asistente Santiago que nunca me atiende de escalar mi tema al departamento pertinente diecen.. el dinero nunca llega les he escrito una multitud de email a viprobocat no aguanto mas esta falta de responsabilidad del supuesto asistente te incitan a que la retirada no la hagas efectiva y que la canceles te dan largas que escalan el caso y esto en el chat de 24 horas de átencion al cliente es una vergüenza he solicitado que se me pague en el chat y se me cierrre la cuenta lo tengo todo por escrito y la señorita niky me dijo que si que se iba hacer mentira ni me han pagado ni me han cerrado la cuenta lo que hacen con la gente es que se desespere una persona esperando al dinero siendo un nivel 4 de vip que lo máximo son 5 niveles es una auténtica vergüenza estoy muy muy decepcionada les he solicitado pagarme mis 900€ y darme de baja la cuenta y nadie ha hecho nada se hacen los que no saben nada que no cerrará la cuenta me decían que me esperara nooooo señores si una persona pide el cierre de su cuenta la pagan y la cierran la cuenta de inmediato PUNTO solicito mis 900€ de retiro de dinero más los 400€ de depósito que me habéis bloqueado de mi tarjeta que eso sí que lo quitáis al momento como también la vergüenza de publicidad que me mandan al correos los giros de santa claus depositando te otorgan giros gratis y para liberar ese bono sería x1 pues Ami NADIE me ha dado ningún bono también lo dije en el chat y también iban a escalar todo pero nadie dice nada he tenido varios problemas con este casino y jamás volveré a jugar aquí he solicitado el cierre de la cuenta y se han reído de mí si no me devuelven el dinero automáticamente hablo con el Banco mañana lo merco como estafa y fraude porque así me siento y voy al juzgado a poner la denuncia correspondiente están incitando a las personas y no cumpliendo con lo que se dice espero que me devuelvan mis 1300€

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How many pending withdrawal requests are currently in your account? Please specify the amounts and the dates you submitted these withdrawal requests, and kindly post a screenshot of your withdrawal history here, if possible.
• Could you please specify the reason for closing your account?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

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.

Hello again, I received several withdrawal requests on December 21st, and being a VIP, when I sent an email to [email protected] Withdrawals are supposed to be expedited and instant, but that wasn't the case. In the end, I contacted them for the fourth time via live chat, and they still ignored me. They supposedly escalated my case, but nobody did anything—not my account manager, nobody. After more than three hours, I canceled the withdrawal because the chat representatives told me it would take a long time, that I'd have to be in a queue and wait several days, which has never happened before. The truth is, months ago, I requested withdrawals and they were processed within an hour. This time, they weren't. I feel terrible because my account manager showed up the next day saying he wasn't in the office, even though he never answers. But since I filed a complaint… they filed one… They offered me €100 the next day, but with the condition that I had to gamble it several times. I haven't even replied because I feel completely cheated. However, I insist on withdrawing my money, both in live chat and by email. I mentioned several times via chat and email that I want to please withdraw my money and close my account, but they ignore me. They tell me to wait and that when I receive the money, I can write to them and try to close it. It's horrible to do this to someone with a gambling problem, to encourage them to keep playing, to not pay them the money, and on top of that, not close their account by my own decision. I'm attaching here the email that justifies when I made the withdrawal, and also a letter that a friend who is a lawyer wrote for me. I hope they return at least the €400 I deposited, since they haven't returned the €900. All I have are emails encouraging me to gamble, from today, the 24th, and yesterday, the 23rd, but nobody gives anything. They just encourage you to deposit, and nobody gives you the money when you withdraw. I'm asking for your help, thanks to the Casino Guru website.

Hola buenas de nuevo tuve varias solicitudes de retiro el día 21 de diciembre y al ser VIP y al enviar un correo a [email protected] se supone que se aceleran los retiros y van al momento pero no fue el caso al final me puse en contacto por 4 vez por chat en vivo y tampoco me hicieron caso supuestamente elevaron mi caso Pero nadie hizo nada ni mi gestor ni nada a más 3 horas cancele el retiro ya que me dijeron los del chat como que iban a tardar que tenía que estar en cola y esperar varios días cuando nunca antes había pasado esto la verdad que meses atrás yo he solicitado retiradas y a la hora se hacían efectivas esta vez NO yo me siento muy mal ya que mi gestor al día siguiente apareció diciendo que no estaba en la oficina cuando nunca contesta pero como le puse una reclamación…. Se la hicieron …. Y me ofreció 100 euros al día siguiente pero con condiciones de jugarlos varios veces no ni le contestado porque me siento engañada por completo, no obstante yo insisto en retirar mi dinero tanto en el chat en vivo como por correo electrónico y mencione en varias ocasiones por chat y por correo que quiero porfavor retirar mi dinero y cerrar mi cuenta y no hacen caso me dicen que me espere y que cuando reciba el dinero ya les escriba y intente cerrarla horrible hacer esto a una persona con problemas de ludopatia que vea que esa página no está bien la animen a seguir jugando no la paguen el dinero y encima no la cierren la cuenta por decisión mía Propia les adjunto aquí el correo que justifica cuando hice el retiro y también un escrito que me ha redactado un amiga que es abogada espero que me devuelvan al menos el dinero que deposite que fueron 400€ ya que los 900€ no me lo han devuelto no tengo más que correos incitando al juego de hoy día 24 y de ayer día 23 pero nadie da nada solo te animan a depositar y nadie te da el dinero cuando retiras les pido ayuda gracias página casino Guru.

Hello sagredo,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, good morning. Here is the response from this casino. First, the supposed account manager answered me in Spanish, and then the next day they passed the buck and answered me in English. From what I've seen, they don't want to return my money or my deposit. It's shameful and deplorable that they closed my account after I begged and pleaded with them and sent a letter, which I'll also attach to this email. According to them, they don't care about the gambling laws in my country, that I've had problems with gambling, or the money I've withdrawn. They simply don't care. They said they had 3-4 days to process the withdrawal, which is a lie. The other advisor told me that by sending the corresponding email to viprobocat, the withdrawal would be expedited and processed instantly. It's shameful how these people treat you. You want to close an account, get your money back, and they ignore everything after multiple emails and live chats on their website. It's truly unacceptable. I hope you can help me recover my money. This casino's incitement to gambling, their apathy, etc., is a disgrace. Thank you.

Hola buenos días aquí te mando la contestación de este casino primero me contesta el supuesto gerente de mi cuenta en español y después al día siguiente se pasa la pelota y me contestan en inglés por lo que he visto no me quieren devolver el dinero ni el depositado de vergüenza y lamentable me han cerrado la cuenta después de rogar y pedirlo porfavor y enviar un escrito que ahora te lo agregaré también a este correo según ellos no les importa las leyes de mi país del juego de que haya tenido problemas con el juego tampoco les importa el dinero que he retirado les da igual según ellos tenían 3/4 días para darme el retiro mentira porque lamentable la otra asesora me dijo que enviando a viprobocat el correspondiente correo el retiro se acelera y se hace al momento es vergonzoso ml de estas personas que quieras cerrar una cuenta que te den tu dinero y pasen de todo después de múltiples correos electrónicos y chats directos al chat de la página en vivo no es normal de verdad haber si usted me puede ayudar porfavor a recuperar mi dinero es una vergüenza la incitación la juego de esta casino el pasotismo etc….gracias

Thank you for the details regarding your case.

Could you please confirm that you cancelled the withdrawal requests less than 24 hours after you submitted them?

Have you informed the casino of your gambling addiction and requested that your account be closed? If so, kindly specify when exactly.

Is your account still open, or has it been closed in the meantime?