RoboCat Casino - Povlačenje igrača je odloženo, a problemi sa nalogom nisu rešeni.

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Update: Still No Response – No Responsible Gaming Tools Available

I am updating my previous review to inform that Robocat has still not responded to my complaint regarding missing withdrawals – totaling around 70,000 NOK. It's now been weeks without a proper reply or resolution.

Additionally, I’ve noticed that Robocat does not offer any tools for responsible gaming, such as deposit limits, self-exclusion, or activity tracking. These are basic features that most serious gaming platforms provide to protect users and promote safe gambling habits.

The lack of such tools, combined with poor communication and unresolved withdrawal issues, gives a very unprofessional impression. I strongly urge Robocat to improve both their customer support and their commitment to responsible gaming.

Date of experience: May 03, 2025

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BE

Dear Beate,

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.

• Could you please specify when exactly you submitted your withdrawal requests? How many pending withdrawal requests are currently in your casino account? If possible, kindly send me a screenshot of your withdrawal history in your casino profile.
• Have you made any successful withdrawals from this casino before?
• What types of games did you play?

Regarding responsible gaming tools, as a general policy, we do not handle individual complaints specifically related to the presence or absence of responsible gambling tools. While we recognize the value of these features in promoting safer gambling, it is important to note that their implementation is not mandatory for all operators. Many casinos rely on standard measures such as self-exclusion and account closure options, which fulfill the basic requirements. We believe it is more constructive to encourage casinos in their efforts to develop and introduce additional responsible gambling tools, rather than penalize those that do not yet offer them.

I have checked the Responsible Gaming section of RobotCat Casino, and I found the possibility to self-exclude:

Self-exclusion request: you can contact Support Service Team via e-mail: support@robocat.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Please let me know if you need assistance with requesting self-exclusion.

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Response to Veronika – Complaint Regarding RobotCat Casino

Dear Veronika,

Thank you for your quick response and for taking the time to review my case.

I would like to give you a full overview of my experience with withdrawal delays at RobotCat Casino, which has unfortunately been extremely frustrating and time-consuming.

I attempted to withdraw my winnings over several days, but the casino only allows a maximum withdrawal of 5,000 NOK per day at the first level. Additionally, you have to wait 24 hours before requesting another withdrawal, and you can only have three pending withdrawals at a time. This makes the process unnecessarily slow and restrictive. I was also told that the withdrawal processing time is calculated from four days after the last withdrawal request, which causes even more delay.

On April 11, I was supposed to receive 18,000 NOK, but the payment never arrived. When I contacted customer support, I was told there were issues with both their finance department and a third-party provider, and that they couldn’t say when the money would be paid out. This felt highly unprofessional and disrespectful, especially considering this involves my own funds.

After persistent follow-ups via email and chat, I eventually received a smaller payout, but only after significant effort on my part. This entire experience has left me with a very negative impression. After reading reviews on Trustpilot, I realized that many others have experienced similar issues, which led me to fear that I might never receive the full amount I am owed.

For reference, I have video proof of the game in which I won 100,000 NOK. The game is called 9 Masks of Fire.

I would also like to inform you that I currently no longer have access to my casino account, as it has been closed. This makes it impossible for me to verify the current status of my withdrawals or view any transaction history directly.

In addition to resolving my individual issue, I feel it is important to highlight how RobotCat Casino systematically delays withdrawals and mistreats its customers. This is not just about my case – it points to a troubling pattern that should be taken seriously.

Thank you again for your assistance – I truly appreciate anything you can do to help move this case forward.

Best regards,

Beate

Please forward me all the communication between you and the casino customer support regarding the issue you've been experiencing at veronika.f@casino.guru.

ok

Have you sent me any emails, please? I have not received anything from you yet.

Hi. Yes, I have sent you emails clearly showing how this casino is involved in fraud and not adhering to its own terms and conditions. I have also contacted the license issuer to have them investigate the entire matter.

Thank you for your emails.

To proceed with the investigation of your case, could you please let me know what the balance in your account was just before it was closed?

Additionally, please clarify whether you personally requested the closure of your account, or if it was closed by the casino due to a breach of their Terms and Conditions.

Thank you for your cooperation.

Hi again,

I’ve sent you all the requested information via your email.

Thank you so much for taking the time to investigate this matter – I truly appreciate it.

It’s important that other players are made aware that this casino is not operating in a fair or serious manner.

Dear Beate,

Thank you for sharing further details about your experience. I understand how frustrating and disappointing this situation must be for you, especially given the amount involved and the delays you've faced in trying to access your funds.

We carefully reviewed all the materials you’ve sent, and we appreciate your cooperation throughout the complaint process. It’s clear that you took multiple steps to resolve this directly with the casino before reaching out, and we fully acknowledge the emotional and financial stress this must have caused. However, since your remaining balance was eventually lost through further gameplay, there is unfortunately no recoverable amount left for us to pursue. While we absolutely understand that this decision was made in frustration after extended delays and unsatisfactory communication from the casino, it also limits our ability to intervene effectively. Our role is to advocate for players’ rightful claims — and in cases where the balance is no longer present, our options become very limited.

We genuinely appreciate the trust you placed in us, and we’re sorry that this experience did not lead to a more positive outcome. Due to the aforementioned reasons, this complaint will now be rejected. 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

Veronika

Casino.Guru Team