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Won’t process my withdrawls. A

Dear jannnmckay,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear jannnmckay,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear jannnmckay,

As we checked your account we can see your withdrawal request :-

• 25th March two withdrawals were attempted and they were processed and sent from our side on 29th March.

• 27th March withdrawal attempted was processed and sent from our side on 31st March.

• 1st April withdrawal attempted was processed and sent from our side on 5th April.

• 4th April two withdrawals were attempted and on 8th April both were cancelled from the players side.

• 6th April withdrawals attempted was cancelled from the players side on 7th April.

• 7th April withdrawals attempted was cancelled from the players side on 8th April.

There is a withdrawal request attempted on 8th April which is pending.

We would like to inform you that we aim to process withdrawal requests within 3 business days, from the next day that the request was made, or from the day of the last processed withdrawal.

Please note that this timeframe excludes weekends and public holidays. The status of your withdrawal will be updated in your balance history once it has been processed.

In addition, bear in mind that in case you decide to revoke an existing pending withdrawal, the withdrawal process will recommence.

Please let us know if you need any further details. Thank you!

Best regards,

RoboCat team.

Dear jannnmckay,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.