RoboCat Casino - Запрос игрока на закрытие аккаунта был проигнорирован.

Hello,

I've been playing at Robocat Casino for some time now. About a year ago, I applied for a self-exclusion due to gambling addiction. This means I have a complete gambling ban, which Robocat didn't verify, and I was able to open a player account without any problems. I was also able to make deposits and withdrawals. The casino refers to responsible gaming in its terms and conditions. I've wanted to delete my player account several times. Each time, I was offered a bonus to keep me from closing it, which I accepted because of my gambling addiction. Once, my request was granted. Then I asked to have it reopened, and it was done immediately.

I lost over 20,000 euros that year, which I would not have lost if the casino had checked me for possible gambling bans beforehand and if they had complied with my request to close the account.

I consulted my lawyer, who also agreed that I have the right to recover my losses.

I offered Robocat a refund of €5,000 and to close my account (without the possibility of reopening it). So far, I haven't received a response. This would save the casino a significant amount of money, my account would finally be blocked, and both sides would avoid a court case.

Robocat has repeatedly violated its obligation to deal with gambling addiction, as stated in its terms and conditions.

That's why I'm contacting you again here.

Screenshots attached

Hallo,

Ich spiele seit einiger Zeit im Robocat Casino. Seit ca 1 Jahr habe ich auf Grund von Spielsucht einen Sebstausschuss beantragt. Ich habe also eine komplette Glücksspiel Sperre, was von Robocat nicht überprüft wurde und ich problemlos ein Spielerkonto eröffnen konnte. Auch Ein und Auszahlungen tätigen konnte. Das Casino verweißt in seinen AgBs auf verantwortungsvolles Spielen. Mehrmals wollte ich bereits mein Spielerkonto löschen. Jedesmal wurde mir ein Bonus angeboten, damit ich mein Konto nicht schließe, welches ich auf Grund der Spielsucht annahm. Einmal wurde meiner Bitte auch nachgegeben. Dann bat ich um wieder eröffnung und es wurde sofort gemacht.

Ich verlore in dem gesamten Jahr über 20000 euro, welche ich nicht verloren hätte, wenn mich das Casino vorher auf mögliche Sperrungen beim Glücksspiel überprüft hätte und auch wenn sie meiner Bitte um Schließung nachgegangen wären.

Ich habe mich bei meinem Rechtsanwalt beraten lassen, welcher mir ebenfalls zugestimmt hat, das ich das Recht darauf habe, meine Verluste zurück zu erhalten.

Ich habe Robocat angeboten, mir einen Betrag von 5000€ zu erstatten und mein Konto zu schließen ( ohne Möglichkeit auf Wieder Eröffnung ). Bisher abet keine Antwort erhalten. Damit würde sich das Casino einen großen Betrag sparen, mein Konto wäre endlich gesperrt und beide Seiten ersparen sich einen Gerichtsprozess.

Robocat hat seine Pflicht mit Spielsucht umzugehen, so wie es auch in den AGB steht, mehrmals verletzt.

Ich wende mich deshalb hier nochmal an Sie.

Screenshorts im Anhang

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Dear Kathie1992,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced.

To better understand the situation and determine how we can proceed with this case, I kindly need to ask you for some additional clarification and evidence:

• You mentioned that you applied for self-exclusion due to gambling addiction about a year ago. Could you please provide all evidence related to this request, such as emails, chat transcripts, or confirmations from the casino showing that you informed them about your gambling problem or requested self-exclusion on that basis?
• Based on the materials currently attached, the only email we can see is dated September 22, 2025, in which you asked for account deactivation. In this message, there is no mention of a gambling problem or gambling addiction. Could you please clarify whether you explicitly mentioned your gambling addiction to the casino at any point, and if so, when and how?

• Please confirm the exact dates when:

you first requested self-exclusion

your account was closed

your account was later reopened at your request

• If you received any responses from RoboCat Casino regarding your requests, bonus offers, or account status, please forward those communications as well.

You may forward any relevant communication directly to [email protected] if that is more convenient.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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.