RoboCat Casino - Igrački nalog je zatvoren, ali je ostao dostupan.

On 18 May 2026, I requested the closure of my Robocat account.

On the same day, the casino support team confirmed by email that my account had been successfully closed.

However, after receiving this confirmation, I discovered that my account was still fully accessible. I was able to log in, deposit money and continue playing.

On 20 May 2026, after realizing that the account was still active and after returning to the platform, I sent another email asking the casino not to proceed with the closure.

On 24 May 2026, I sent a new request asking for my account to be closed.

Robocat later informed me that my account had actually been closed on 24 May 2026.

The main issue is that the casino confirmed on 18 May that my account had been closed, while the account remained accessible until 24 May.

During this period, I continued gambling and incurred losses totaling approximately €951.

I requested a refund because these losses occurred during a period in which I had already been informed that my account had been closed.

The casino refused my request by referring to section 6.6.2 of their Terms and Conditions, stating that no refund can be made once deposits have been used for betting.

However, my complaint is not simply about gambling losses. My concern is that the account remained active after the casino had confirmed in writing that it had been closed.

I also requested detailed account and session data. The casino provided a data report containing personal information, deposits, withdrawals and game summaries, but it did not contain:

session identifiers;

detailed game sessions;

exact timestamps of individual sessions;

information allowing me to identify the sessions concerned.

I have requested these additional details but have not yet received them.

I would like an independent review of why my account remained accessible after the closure confirmation of 18 May and whether the losses incurred during this period should remain entirely my responsibility.

I have attached all relevant emails and documents.

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.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear Attila,

Thank you for your message.

I have replied to your request and sent all the requested documents by email, including my account closure requests and the casino's responses.

I would also like to clarify that my request was for a permanent account closure. In my understanding, a permanent account closure means that the account should no longer be accessible by any means.

Furthermore, when I submitted my new closure request on 24 May, the casino successfully closed the account even though I used the same wording and again requested a permanent account closure.

For this reason, I believe there is a contradiction between the confirmation I received on 18 May stating that my account had been closed and the fact that the account remained fully accessible until 24 May.

Kind regards,

[Redacted]

Thank you for your email and for providing the requested documentation.

I understand your concern that the casino confirmed your account was closed on 18 May while it remained accessible until 24 May. However, we are only able to assist with account closure complaints when the closure was requested due to gambling addiction or gambling-related harm.

Based on the information you provided, your request does not appear to have been made for responsible gambling reasons. While I understand your desire to close your account and agree that the casino should respect your decision without resistance, we are not in a position to seek a refund of gambling losses in these circumstances.

Due to the aforementioned reasons, 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.

Best regards,

Attila