RoboCat Casino - Povlačenja igrača su blokirana.

I have been waiting since June 18 for a withdrawal request. I submitted all my verification documents, sometimes 3 or 4 times again. They have never kept in contact with me to explain what is going on or kept me updated. They cancelled my 3 withdrawals that I had. Now they blocked my withdrawals. I managed to request 2 withdrawals of 750.00 the max. But then they blocked my withdrawals . So I can’t request my 3rd withdrawal. Nobody has been in contact with me. This is absolutely ridiculous.

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 I can better understand the situation.

• Have you made any previous successful withdrawals from the casino?
• Is your account accessible to you? Are only your withdrawals disabled? Could you please share screenshots of your withdrawal history documenting current and previous withdrawals from the casino?
• Could you please share with me your communication with the casino regarding the delay in your payouts and the reasons why your withdrawals were canceled and are currently disabled? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Tomas,

Thanks for your help. I have not had any previous withdrawal deposited to my bank. I have was waiting for 2 weeks for my official bank statement for June because they wouldn’t accept a screen shot. So finally my verification is done. I have written them all week asking why my withdrawals are blocked and why they aren’t sending me my money. All they say is working on it.

I will forward you some of the emails I’ve sent to you.

now they are telling me I have to deposit a minimum of 10 dollars to get my money and that my withdrawal was rejected.

So I deposited 40 CAD. Then I played that out. Right after I did that they sent me 1 withdrawal of 750.

instill have 1 pending and I can’t submit initiate any other withdrawals at the moment. These guys are totally manipulating players and trying to get them to play out thier winnings. This is so frustrating. I will try tomorrow for another withdrawal. But I can see this is going to take a very long time and a lot of mind games.

They sent the other pending withdrawal I had on Friday.

now my withdrawals are blocked again.

They just unblocked my withdrawal access today. July 14 2025. We’ll see if the payment goes through within 3 days. Please keep this open as I want to make sure they don’t block me again and cause a month delay.

I have finally been able to request 3 withdrawals. They are pending at the moment. It’s been almost 4 weeks and I have only received 2 withdrawals of 750.00 each.

I have been waiting since June 18 it is now July 16th. I have won over 100,000 cad. Will I ever receive my money?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, I have received 3 withdrawals finally. So since June 18 I have received 5 withdrawals in total. It is now July 20th. According to their terms and conditions I should have been able to to withdraw 10,500 for the month. I have only received 3750. So let’s see if from now until August 20th if I will receive the monthly limit without delays.I have a lot more to go and would like you to keep this open to make sure the rest come in a timely fashion.

i here of people getting their withdrawals for the first month and then they delay them again for 2 -3 weeks. So id like to keep this open until I receive a few more consistent withdrawals.

Dear Cat1234,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from RoboCat Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

I also noticed that, in the meantime, you have won an amount significantly larger than the originally disputed sum. First, congratulations on your win! Second, I kindly ask you to confirm the current disputed amount you would like to withdraw, so I can update your complaint accordingly.

Thank you, and I look forward to your response.

Dear RoboCat Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear all,

Please be informed that the withdrawals for Cat1234's account are currently being processed within the estimated timeframe of up to 3 business days.

We kindly ask for your patience and understanding, as the high balance on your account, combined with applicable withdrawal limits, may result in a slightly longer processing time. Rest assured that your withdrawals are being handled accordingly and in line with our standard procedures.

We hope this helps clarify the matter for you.

Best regards,

RoboCat Casino Team.

Ok, so please keep this complaint open until I recieve the maximum of 10,500 for the month or 30 days I’m assuming.

because so far the last month my withdrawals were delayed cancelled and blocked. It took 3 weeks before I got 1 withdrawal. So I would like this complaint to stay open until i receive my payments consistently without any further delay.

Dear Cat1234,

I suggest we set the disputed amount to your current balance and proceed as you proposed - keeping the complaint open while we monitor the progress of your withdrawals over the next 30 days (or longer, if necessary).

If everything goes smoothly during that period, we’ll close the complaint as resolved, with the option to reopen it should the withdrawal pace slow down significantly or any other issues arise.

Does that sound acceptable to you?

My withdrawals aren’t blocked anymore . But you can mark them as delayed. I have now been waiting since last Friday to receive another withdrawal and it’s Wednesday. They said 1-3 business days. So they are still delaying my payouts.

It has now been 1 week since I’ve been waiting. I have sent them countless emails asking why my withdrawal is taking so long? I’ve gotten 3 different t answers. This is absolutely ridiculous. Can you reach out to Robo cat and ask them why the delay?

I received my July 18,19,20 withdrawals all on July 26. So once again longer then 1-3 business days. Please keep this open until I start receiving my payments without delay. I will agree to mark this complaint as resolved if they pay me my jackpot winnings in a lump sum, or stop delaying my payments for the next few months. The trust has not been earned by this casino. Therefore I do not want to close this complaint.

Dear Cat1234,

I understand your frustration; however, we unfortunately do not have the capacity to keep complaints open solely due to withdrawal delays of 1–3 business days. From our perspective, such delays fall within a reasonable timeframe for processing withdrawals, regardless of what is stated in a casino’s Terms & Conditions.

That said, you mentioned that your winnings came from a jackpot. Could you please clarify whether you are referring to a progressive jackpot? Additionally, could you let me know which specific game the winnings were accumulated in?

Thank you in advance for your response.

you said that you would keep my complaint open while you monitor my withdrawals over the next 30 days. My last withdrawal took 8 days. This is not within the 1-3 days they state in their T&C.

It wasn’t a progressive jackpot. Does that make a difference if they will pay me or not?

Dear Cat1234,

Apologies for the misunderstanding - I will of course keep the complaint open as we agreed.

I simply wanted to clarify that minor delays of a few business days are not something we typically consider critical in our conclusions, especially when compared to cases where delays appear to be the result of deliberate stalling tactics by the casino (which is not the case here).

As for the progressive jackpot, that would indeed make a significant difference. We believe that progressive jackpot winnings should be paid out in full - or in reasonable installments - regardless of the casino’s standard withdrawal limits.

Hi Kubo,

I totally understand you in regards to the casino paying out in a certain time frame. But when I first tried to withdrawal I do believe they were using delaying tactics on my withdrawals. That’s why I wanted to wait for a little bit to make sure they weren’t going to continue doing that. As you know I have a high balance. My balance is currently sitting at 103,000 cad. I won the money on Sugar Rush 1000.

i can send you a screenshot. But im not comfortable sending it publicly. Can I email you? I would love if they could pay me out in a lump sum or larger payments. As this is going to take a year to receive my winnings. It’s just not right that they don’t give their players their jackpot winnings in a reasonable amount of time.

Hello Cat1234,

I hope you're doing well.

I’m following up on our last conversation from nearly a week ago. You previously mentioned that your balance currently stands at CA$103,000, while on July 22 it was CA$113,000. Could you please clarify whether you were able to withdraw CA$10,000 during that 8-day period, or if a portion of the funds was used in gameplay?

Thank you in advance for your clarification.

yes I did play a portion. I only received the maximum of three withdrawals of 750 cad each. My balance right now sits at 99750.00 cad I still have a large balance and would like to be paid out some or all of that. Can you please reach out to them and have them consider this?

Dear Cat1234,

As it has been nearly a month since your initial withdrawal request on July 16, I would like to review the withdrawals processed during this period. Could you please confirm how many installments you have received so far and the total amount?

If you have any pending withdrawal requests, please also indicate the number and total amount of these.

Thank you for your cooperation.

I have received 11 withdrawals since June 18. Which totals 8250 CAD.

As of right now I have 3 pending withdrawals of 750 each.

Are you going to request they pay me out the remainder of my winnings? Or am I gonna have to wait 10 years for them to pay me out in full?

As of right now my balance is 97,500.

Dear Cat1234,

Thank you for the clarification.

Dear RoboCat Casino,

Could you please explain how it is possible that the player’s withdrawals are being processed at a rate of around 4,000 CAD per month, despite the stated monthly limit of 10,500 CAD? Is there a specific reason why the player’s withdrawals are not being processed at the standard pace?

Thank you for your cooperation.

i won a jackpot, I don’t understand why they aren’t paying out jackpots? Can you please request they pay me a lump sum of my winnings? I thought they pay out jackpots?

Dear Kubo,

We hope everything is well.

Please be informed that all withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal, last month's total does not equal the minimum withdrawal limits because the withdrawals were not actively being requested by the player since the start of the month.

Furthermore, we would like to clarify that we have forwarded your request to our financial department so that they can be expedited in the nearest time.

Best regards,

Robocat Team.

If they are not going to pay me my full winnings. Then atleast pay me out the maximum of 10,500 a month. Like your terms and conditions state. I will forget about June and July. It it’s now August 15 and I have only received 3 withdrawals of 750 for the month so far. That’s only 2250.00 CAD. so in 2 weeks are you gonna pay the remainder of my available monthly balance of 8250?

your casino is not holding up your end of the bargain. I will not close this complaint until I actually start seeing my maximum monthly withdrawals of 10,500. I am not receiving my withdrawals in 1-3 business days. Some are 4 days some are 10 days some are 6 days in between withdrawals. How will I ever receive my winnings at this rate?

Dear RoboCat Casino,

I kindly request the full list of the player’s withdrawal requests since June 18, along with their visible statuses (e.g., processing / completed). Please feel free to provide this list in whichever format is most convenient for you (e.g., XLSX file, PDF, or screenshot).

You can send the information directly to my email address: jakub.m@casino.guru.

Thank you for your assistance.

I made 3 withdrawals last week on Tuesday Wednesday and Thursday. This is the 8th day now I haven’t received anything. This is what I mean. Its very frustrating that they aren’t consistent with my withdrawals.

Dear Kubo,

Please be informed that we have sent the evidence via email for your review at your earliest convenience.

Best regards,

Robocat Team.

Dear RoboCat Casino,

Thank you for providing the requested list of the player’s withdrawals. I hope that the remaining three withdrawals from the previous week will be processed promptly and completed within this month.

Dear Cat1234,

Based on the evidence provided by the casino, I would like to summarize the situation. In July, you requested thirteen withdrawals of 750 CAD each, with a total amount of 9,750 CAD. The first withdrawal, requested on July 8, was cancelled by you on the same day. All of the remaining withdrawals were processed within thirty-three days, which means the casino processed them in accordance with, and in some cases even faster than, the limits stated in its Terms and Conditions. Please note that this refers only to the processing and approval of the withdrawals. The actual time it takes for the funds to reach your bank account may be influenced by banking delays, which are beyond the casino’s control.

In August, you have so far requested eight withdrawals of 750 CAD each, with a total amount of 6,000 CAD, which is below the casino’s stated limits. According to the latest information, five of these withdrawals have already been processed, and I believe the remaining ones will follow shortly. From our monitoring, it appears that withdrawals are now being processed within the stated time frames, and in some cases even faster. I understand that earlier, in June, there were significant delays with the withdrawals you requested on June 18 and 19, which remained unattended for almost three weeks. However, the situation seems to have improved considerably since your complaint was submitted, and the casino is now processing your withdrawals as expected.

Given this progress, I believe the complaint can be considered resolved. Could you kindly confirm if you agree?

If at any point the casino stops processing your withdrawals in line with its Terms and Conditions, please do not hesitate to contact me directly at jakub.m@casino.guru or reopen the complaint through your Casino Guru account.

Thank you.

From July 10 to August 12 I received 14 withdrawals of 750.00 after waiting 3 weeks before I even got a withdrawal.

so from August 12 to August 27th I have only received 4 withdrawals of 750.00

it is now August 27th? I’m not sure how your calculations are adding up but by September 11 or 12 I should be receiving 14 withdrawals. I have only received 4 so far. So if I receive my maximum amount of 10,500 by then I will close this complaint.

i just waited 8 days for my last withdrawal.

this is absolutely ridiculous.

i won a jackpot, why won’t this casino pay out jackpot winners? This is gonna take 10 months to recover all my winnings. No one is ever gonna play at this casino again?? Terrible customer service. I don’t know why you can’t advocate for them to pay me my jackpots?

Dear Cat1234,

Could you please provide a screenshot of your withdrawal history showing all current pending withdrawal requests?

Thank you.

I tried posting my screenshots and it won’t upload. My last withdrawal requests were on Aug 28,29 and 30th. It’s now September 5th and I haven’t received anything yet. Definitely won’t be receiving the max of 10,500 within a 30 day time period. Since August 12 I’ve only received 6 withdrawals or 750.00

i wrote them

an email asking why my payment is taking 9 days? Here is the response. I am not getting 10,500 this month. Please request that they pay me the remainder of my balance of 68,000. And I will close this complaint.

It is now September 8th, and I still have not received any withdrawals. It’s going on 11 days now. My last withdrawals were August 28,29,30th.

Dear Cat1234,

You previously mentioned that you were unable to upload the requested screenshot. However, you later uploaded a different screenshot, which is not related to my request.

To proceed, please upload the correct screenshot of your withdrawal history, or alternatively send it directly to my email at jakub.m@casino.guru.

Thank you.

I sent you an email with the uploaded screen shots. It’s now day 12 since I’ve been waiting for my withdrawals.

It is now day 13 and still haven’t received my withdrawal request.

It is now been 2 weeks and I haven’t received my withdrawals from August 28,29 and 30th. Can you please reach out to these guys and ask why I haven’t received my withdrawals yet?

It is now September 14 and still have not received any withdrawals?? I’ve written them 4 times and they all say it’s coming we are just delayed.

It is Now September 15 and I still have not received a withdrawal from August 28,29,30th. I have written them 4 times with all the same answers as before.

Dear RoboCat Casino,

Could you please clarify the current issue affecting the processing of the player’s withdrawals? Kindly note that, in line with our standard procedure, if payouts do not continue at the stated pace, we will be obliged to adjust the casino limits displayed on our platform to reflect the current progress in this complaint. Please be aware that this may have a negative impact on the casino’s safety index.

I look forward to your prompt response.

They Finally paid me yesterday September 20th after 22 days.

I have only received 15,000 since I first attempted withdrawing June 18th. So in 3 months I should have received over 30,000 according to their terms and conditions of 10,500 a month. However, I have only received 15,000 in 3 months. So until I actually received 10,500 in a 30 day period I am not closing this complaint. Like sorry but 22 days to receive a payout is just ridiculous. My balance is now 51,000.

Dear Cat1234,

We can confirm that on September 20th three of your withdrawal requests were successfully completed. The newly submitted requests are now being handled with priority by our payments team and will continue to be processed in line with the applicable limits.

Thank you for your patience and cooperation during this procedure.

Best Regards,

Robocat Casino Team

Last Withdrawal requests Were on September 22,23,24. Let’s see how long this one takes….?

Dear Cat1234,

It seems that you are still able to request only one withdrawal per day, with a maximum of three active withdrawals at a time. Could you please clarify whether this is indeed a limitation set by the casino - meaning that you cannot request more than three withdrawals in total and no more than one per day?

Thank you for your clarification.

That is correct, and they never pay within 1-3 business days. I am still waiting for my last withdrawals that were made on 22,23,24th of September. It is now the 29th. Let’s see how long this payment takes???

It is now October 4th and I have still not received my last withdrawal request from September 22,23,24.

Almost 2 weeks again I’m waiting????

can you guys reach out to them and ask why they are withholding my payments again.

Still no Payment…

Dear Cat1234,

Thank you for your clarification.

Dear RoboCat Casino,

This matter has now been ongoing for an extended period and we are once again at an impasse. You state a Level 1 monthly withdrawal limit of CA$10,500, which we reported in our review as the lowest possible amount. However, the operational constraints you apply - allowing only three concurrent withdrawals and requiring up to two weeks to process each - make it practically impossible for a player to reach the stated monthly limit.

If the situation is not remedied, we will be obliged, under our policy and procedures, to recalculate the casino’s effective monthly limits based on the actual pace at which withdrawals can be completed. Any resulting reduction in published limits will have a negative impact on RoboCat Casino’s rating on our platform.

At this stage the pattern of delays is becoming difficult to distinguish from stalling tactics, which we consider unfair to players. We ask that you urgently review the operational constraints and propose concrete solutions to address the problem - for example (but not limited to) increasing the number of concurrent withdrawals allowed, shortening processing times, or adjusting per-withdrawal limits so the advertised monthly cap is realistically achievable.

Also, please provide a complete list of all processed and pending withdrawals since 19 August to my email address: jakub.m@casino.guru.

Thank you for your attention - I look forward to your prompt response.

Can you please request that they pay out my remaining balance 26002.13 plus the remaining withdrawals from September 22,23,24. That I’ve been waiting 2 weeks for? I will close this complaint if they agree to this.

Dear Cat1234,

We would like to inform you that your request is under investigation and we will contact you once there is an update.

Your patience and understanding regarding solving this matter is highly appreciated.

Best regards,

Robocat.com

Again, it’s now been over a week that I am waiting for my October 7th Withdrawals.

your site sais 1-3 business days, but I don’t think I’ve ever received a withdrawal in 1-3 business days? Can you please pay the rest of my balance and remaining withdrawals? And I will close this complaint.

It has now been 10 days, waiting on my withdrawals since October 7th.

Last withdrawal took 22 days now this one I’m still waiting 10 days. They are not fulfilling their terms and conditions of 10,500 a month. This month I’ve only received 3 withdrawals of a total of 2250.00. Am I ever gonna get paid out my money?? My balance is 22,000

Dear RoboCat Casino,

I am following up regarding the unresolved matter and the lack of response to previous inquiries concerning the necessary improvements in your processing procedures. You have stated that the player’s request is currently "under investigation." Could you please clarify how long this investigation is expected to take?

As far as I'm aware, the player’s account has been fully verified, yet she is still unable to withdraw her funds within the stated conditions. This delay is unacceptable and inconsistent with your published policies.

Please note again that if this issue remains unresolved, we will have no choice but to adjust the withdrawal limits accordingly, which will inevitably have a negative impact on the casino’s safety index.

I urge you to escalate this matter internally and provide a clear resolution timeline at your earliest convenience.

Thank you for your prompt attention.

I’m still waiting for my withdrawals from October 7th. Over 2 weeks…

I still have 22,000 in my account. So at this rate if my withdrawals are taking 3 weeks to receive. It will take over a year for me to get my winnings. This is just absolutely ridiculous.

Dear Cat1234,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

Robocat Casino Team

I’m still waiting??? 17 days and nothing received yet….

Still waiting, haven’t received anything for 22 days…what a joke this casino is. I will never play here again.

I’m still waiting 23 days and haven’t received anything…

Dear Cat1234,

I completely understand and share your frustration regarding the slow pace of payouts. You’re absolutely right — this level of delay is unacceptable, and the casino’s repeated apologies have unfortunately lost their meaning at this stage.

Despite several escalation attempts, there has been no visible improvement in the withdrawal process. I want to assure you, however, that the matter has now been escalated once again — this time by our Affiliate Department directly to the casino’s management. In addition, I’ll be bringing your case up in our department meeting next week so we can agree on the next steps together.

I’ll make sure to update you as soon as I receive any new information.

I’m sorry I can’t do more for you right now, but I genuinely appreciate your continued patience and cooperation throughout this process.

29 days and still no withdrawals received.

Dear all,

We would like to inform you that we have escalated the current issue regarding the withdrawals to the finance department to identify what went wrong with the longer than usual processing time of the player's withdrawals.

We truly apologize for the inconvenience caused, rest assured we will get back to you with an update as soon as possible.

Thank you for the cooperation and understanding, we truly appreciate your support.

Best regards,

Robocat Casino Team

I just received my 3 withdrawals today. 1 month it took. The still have 22,000 in my account. Can they not pay me that remainder so I can close this complaint? I will not be playing anymore. I want my winnings.

Dear Cat1234,

Thank you for your cooperation throughout this matter. Unfortunately, it appears we have reached a dead end. Despite multiple escalation attempts, the casino has not been able to address or improve the issue with the delays in your payments, nor have they offered any concrete alternative beyond repeated apologies.

As previously mentioned, we must now proceed according to our standard procedure - marking the complaint as unresolved and adjusting the casino’s withdrawal limits accordingly.

Based on our review, you have received a total of CA$21,750 between your initial withdrawal request on July 8, 2025, and your last withdrawal on October 6, 2025. This amount represents approximately half of what should have been processed within that period, based on the casino’s stated withdrawal limits. Therefore, we will be updating the casino’s review to reflect an adjusted monthly withdrawal limit of CA$5,250.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo

Dear Everyone,

We have reopened this complaint at the request of RoboCat Casino. Our aim is to give both parties one more opportunity to reach a satisfactory resolution.

Dear Cat1234,

The casino has contacted us with the following message:

Dear Casino Guru team,

We are contacting in order to reopen the complaint as we will process the rest of the player's withdrawal in highest priority and the finance team are notified and ready to speed up the process.

Thank you in advance.

Could you please let us know whether you have noticed any improvement in the withdrawal processing time since this complaint was previously closed?

Thank you.

I had like 4000 left in my account after they used delay tactics on me for months. They would delay payments until I played down the balance. I had over 100,000 and they would take months to pay me. I only received 2 withdrawals each month of 2250.00. In 5 months I only received around 25,000. When I should have received well over 50,000. I figured this casino is a scam so I eventually just played until I had a few thousand left over. They paid the few thousand. And I will never play at this scam casino ever again. I don’t care about this complaint. But I m not marking it as resolved. Because it’s obvious they used delay tactics on players so they play down their balances.

Dear all,

Since the date we requested for the case to be reopened, on 13 November, all withdrawal requests have been processed promptly and without any delays, the total amount of 3387 CAD has already been paid to the player.

Additionally, previously, the player had three pending withdrawals totaling 2250 CAD, all of which were paid on 12 November.

We confirm that there are no outstanding payments remaining.

Kind regards,

Robocat Casino Team

Honestly just delete my whole account from robotcat. I will never play here ever again.

Dear Cat1234,

Could you please confirm whether you have received the full remaining balance on your account?

Thank you.

No I didn’t receive all the payments because they used delay tactics and manipulation tactics on players. I should have received over 50,000 in 5 months. But instead I only got around 25,000. They withhold your winnings until you get tempted to play. So no I did not receive the amount that I requested in the timeframe that was promised on their end. Please delete my Robocat account. I am done with this casino. I will never play deposit another penny into this scam casino.

Dear Cat1234,

After a thorough review and internal discussion regarding your case, we have reached the conclusion that the complaint will be closed with the classification "Partially resolved."

This classification reflects that several issues raised during the lifespan of your complaint were successfully addressed - for example, your withdrawals were eventually unblocked. However, the initial problem was later followed by another issue: although the withdrawals were allowed, they were processed very slowly. We recognized these delaying tactics and responded by adjusting the casino’s withdrawal limits, which in turn affected their safety index.

While I understand that you lost a significant amount of money while waiting for all withdrawal requests to be processed, according to our policy, the casino cannot be held directly responsible for losses incurred during this period. Therefore, eligibility for a refund under such circumstances does not apply.

Please also note that the "Partially resolved" classification results in additional black points due to the nature of the outcome.

Thank you for your understanding. I am sincerely sorry that we could not achieve a more favorable resolution. If you encounter any further issues with this casino or any other, please do not hesitate to contact our Complaint Resolution Center - we are always here to help.

Best regards,

Kubo