RoboCat Casino - Играчът изисква възстановяване на сумата, след като акаунтът не е бил затворен.

Ladies and Gentlemen

I am writing to you to file a complaint against the online casino Robocat.

On March 8, 2025, at approximately 3:00 a.m., I contacted the casino by email and requested that my player account and all accounts at partner casinos be permanently closed. The reason for this was explicitly my gambling addiction, which I clearly stated in my message.

Although I later contacted the provider again and asked them to reverse the closure, this does not change the casino's legal and ethical obligation to take player protection measures seriously and, in particular, to act immediately and permanently close the player account if there is a clear indication of gambling addiction.

Unfortunately, this didn't happen. Between March 8 and today, I have suffered total losses of €5,171 at Robocat Casino – losses that should not have occurred if my application had been processed properly.

The casino's website explicitly refers to player protection measures. However, these were not implemented in my case, which I consider a serious breach of the provider's duty of care.

I therefore demand a full refund of the losses amounting to 5,171 euros and request your support in enforcing my claim against Robocat Casino.

I am of course happy to answer any questions or clarify any details and can provide the relevant correspondence upon request.

Sehr geehrte Damen und Herren,

ich wende mich an Sie, um eine Beschwerde gegen das Online-Casino Robocat einzureichen.

Am 08.03.2025 um ca. 03:00 Uhr habe ich das Casino per E-Mail kontaktiert und darum gebeten, mein Spielerkonto sowie alle Konten bei Partnercasinos dauerhaft zu schließen. Der Grund hierfür war ausdrücklich meine Spielsucht, auf die ich in meiner Nachricht unmissverständlich hingewiesen habe.

Obwohl ich mich zu einem späteren Zeitpunkt erneut beim Anbieter gemeldet und um Rücknahme der Schließung gebeten habe, ändert dies nichts an der rechtlichen und ethischen Verpflichtung des Casinos, Spielerschutzmaßnahmen ernst zu nehmen und insbesondere bei einem klar formulierten Hinweis auf eine Spielsucht sofort zu handeln und das Spielerkonto dauerhaft zu schließen.

Leider ist dies nicht geschehen. In der Zeit seit dem 08.03. bis heute habe ich beim Robocat-Casino Gesamtverluste in Höhe von 5.171 Euro erlitten – Verluste, die nicht hätten entstehen dürfen, wenn mein Antrag ordnungsgemäß bearbeitet worden wäre.

Auf der Website des Casinos wird ausdrücklich auf Maßnahmen zum Spielerschutz verwiesen. Diese wurden in meinem Fall jedoch nicht umgesetzt, was ich als schwerwiegenden Verstoß gegen die Fürsorgepflicht des Anbieters werte.

Ich fordere daher eine vollständige Erstattung der Verluste in Höhe von 5.171 Euro und ersuche Sie um Unterstützung bei der Durchsetzung meines Anliegens gegenüber dem Robocat-Casino.

Für Rückfragen oder zur Klärung von Details stehe ich selbstverständlich gerne zur Verfügung und kann auf Wunsch die betreffende Korrespondenz vorlegen.

Dear LarsV7,

Thank you very much for submitting your complaint.

I’m sorry to hear about your problem.

To help us investigate your case with RoboCat Casino, could you please clarify the following:

1. When you first emailed on March 8, 2025 requesting permanent account closure, did you receive any confirmation (email acknowledgment, reference number, etc.)?
2. Do you have copies of the correspondence (sent and received emails, chat transcripts) showing your self-exclusion request and any follow-up replies?
3. Between March 8 and today, did you make any deposits or play sessions that you believe should have been blocked? If so, please share dates, times, and transaction IDs.
4. We can see your previous complaint in our system (March 20 to April 6) here: https://casino.guru/robocat-casino-player-claims-that-payment-has-been. In that submission you did not mention a self-exclusion request. Could you explain why this detail was not included initially?

Please feel free to forward any relevant communication or supporting documents directly to [email protected].

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

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

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

Stay cautious and contact us directly if you have any doubts.

Hello Petronela,

I have just sent you a total of four emails with all the requested details. They include a total of 31 screenshots of my payment history with Robocat since March 8th at 3:00 AM. As mentioned, I have incurred a total loss of €5,171 during this time because Robocat ignored my request for self-exclusion due to gambling addiction, thereby violating their own terms and conditions, which I sent above.

Please let me know if you need any further information.

Thank you for your support!

Hallo Petronela,

Ich habe dir gerade insgesamt 4 Mails mit allen angeforderten Details zugesandt. Darin enthalten sind insgesamt 31 Screenshots des Zahlungsverlaufs mit Robocat seitdem 08.03. um 03:00 Uhr. Wie erwähnt ist mir in dieser Zeit ein gesamtverlust von 5.171€ entstanden, da Robocat meine Anfrage nach einem selbstausschluss aufgrund von Spielsucht ignoriert hat und damit gegen die eigenen oben mitgesendeten AGB‘s verstoßen hat.

Gib mir gerne Bescheid, falls du weitere Informationen benötigst.

Vielen Dank für deinen Support!

Hi LarsV7,

Thank you very much for your prompt response and for forwarding the detailed documentation. I can confirm that your emails and the attached screenshots have been received.

To ensure we fully understand your case and can proceed effectively, I’d like to clarify a few important points:

Previous Complaint:

• In your earlier complaint (March 20 – April 6), there was no mention of a prior self-exclusion request due to gambling addiction. Could you please let us know why this detail was not included at that time? It would help us understand the timeline and context more clearly.

Timeline Confirmation:

• If I understand correctly, you contacted the casino on March 8 at around 3:00 AM requesting permanent self-exclusion due to gambling addiction. Later that same day, you sent another message asking the casino to disregard your initial request. Is that correct?
• If so, it appears that the casino chose to ignore the initial mention of a gambling problem and allowed you to continue playing, despite the serious nature of your first message.

Summary of Losses:

1. As you've sent many screenshots, which are difficult to evaluate individually and efficiently, could you please provide a simple breakdown of how much you deposited and how much you withdrew at Robocat Casino from March 8, 2025 onward? This will greatly help us assess the total net loss during the relevant period.

Please don’t hesitate to include any additional comments or clarification you feel might be helpful. We’ll await your reply before proceeding with further steps.

Hello Petronela,

Thank you for your feedback and your willingness to address my concerns. I would be happy to answer your questions in detail:

1. Previous complaint (March 20 – April 6):

The reason my initial complaint didn't include a reference to my self-exclusion request from March 8th was because I was emotionally overwhelmed at the time and unsure how to handle the situation. I had made a profit from my remaining balance after requesting self-exclusion, which I naturally wanted to be paid out. Since this hadn't happened after several weeks, I turned to Casinoguru for support, omitting my request for self-exclusion in order to preserve my remaining balance first.

2. Confirmation of the timeline:

Yes, your summary is correct:

On March 8, 2025, at approximately 3:00 a.m., I contacted the casino by email and expressly requested permanent self-exclusion due to my gambling addiction.

That same day, driven by an acute gambling addiction, I sent another message and asked for the self-exclusion to be revoked.

Regardless of this second message, the provider, according to its own terms and conditions and applicable due diligence obligations, should have taken my first indication of gambling addiction seriously and permanently blocked my account. The fact that this was not done constitutes, in my opinion, a serious violation of its obligation to protect players and leads to the total losses of the aforementioned €5,171 since 3:00 a.m. on March 8, which can be seen from the screenshots of the deposits and withdrawals.

By the way, I contacted robocat's VIP Support again at the same time as my complaint here on May 1st and asked for a refund of my losses and, once again, for my account to be closed. I received no response to this email either. I will email you again about this process.

3. The net loss during the specified period (from 3:00 AM on March 8, when I requested to close my account due to gambling addiction) amounts to €5,171. I haven't played since then and am still waiting for my account to be closed and for a refund of my losses.

Thank you for your support, please let me know if you need any further information!

Hallo Petronela,

vielen Dank für Ihre Rückmeldung und die Bereitschaft, meinem Anliegen nachzugehen. Gerne beantworte ich Ihre Rückfragen im Detail:

1. Vorherige Beschwerde (20. März – 6. April):

Dass in meiner ersten Beschwerde kein Hinweis auf meinen Selbstausschlussantrag vom 08.03. enthalten war, lag daran, dass ich mich zu diesem Zeitpunkt emotional überfordert und unsicher war, wie ich mit der Situation umgehen sollte. Ich hattes aus meinem verbliebenen restguthaben nach meiner Bitte um selbstausschluss einen Gewinn erziehlt, welchen ich natürlich noch ausgezahlt bekommen wollte. Da dies nach mehreren Wochen noch nicht geschehen war, richtete ich mich zur Unterstützung an Casinoguru und verschwieg hierbei meine Bitte um selbstausschluss um vor allem erstmal mein Restguthaben zu erhalten.

2. Bestätigung der Zeitleiste:

Ja, Ihre Zusammenfassung ist korrekt:

Am 08.03.2025 um ca. 03:00 Uhr habe ich das Casino per E-Mail kontaktiert und ausdrücklich einen dauerhaften Selbstausschluss aufgrund meiner Spielsucht beantragt.

Noch am selben Tag habe ich – aus einer akuten Spielsucht heraus – eine weitere Nachricht gesendet und um Rücknahme des Selbstausschlusses gebeten.

Ungeachtet dieser zweiten Nachricht hätte der Anbieter gemäß eigener AGB sowie geltender Sorgfaltspflichten meinen ersten Hinweis auf Spielsucht ernst nehmen und das Konto dauerhaft sperren müssen. Dass dies nicht geschehen ist, stellt meines Erachtens einen gravierenden Verstoß gegen die Verpflichtung zum Spielerschutz dar und führt zu den Gesamtverlusten seit dem 08.03. um 03:00 Uhr nachts der erwähnten 5.171€, welcher sich aus den Screenshots der ein und Auszahlungen ergibt.

im übrigen kontaktiere ich den „VIP Support" von robocat noch einmal zeitgleich mit meiner Beschwerde hier am 01.05. und bat um eine Rückzahlung meiner Verluste, sowie erneut um eine Schließung meines Kontos. Auch auf diese Mail erhielt ich wieder keine Antwort. Ich werde dir diesen Verlauf nochmal per Mail zukommen lassen.

3.Der Nettoverlust im genannten zeitraum (ab dem 08.03. um 03:00 Uhr, als ich die Anfrage zur Schließung meines Kontos aufgrund von Spielsucht stellte) ergibt 5.171€. Seitdem habe ich nicht mehr gespielt und warte weiterhin auf eine Kontoschließung, sowie auf die Rückzahlung meiner Verluste.

Vielen Dank für euren Support, gib mir gern Bescheid, falls ihr noch weitere Informationen benötigt!

Hi LarsV7,

Thank you for your detailed response and for providing the requested information.

To clarify and proceed effectively, I would like to confirm the following:

1. Account Status: Could you please confirm whether your account with RoboCat Casino is still active? If it has been closed, kindly specify the date of closure.
2. Confirmation of May 1st Self-Exclusion Request: You mentioned that you sent another self-exclusion request on May 1st, 2025. Did you receive any acknowledgment or confirmation from the casino regarding this request? If so, please provide details or forward the communication to us.

Thank you.

Hello dear Casinoguru team,

1. Since yesterday, I can no longer log into my robocat account and receive a message that my account is currently being "verified."
2. Following my email forwarded to you on May 1, I received a confirmation of receipt from Robocat on May 8. You'll find a screenshot attached.

Thank you for your support!

Hallo liebes Casinoguru Team,

1. seit gestern kann ich mich nicht mehr in meinem robocat Konto einloggen und erhalte die Meldung, dass mein Konto gerade „überprüft" wird.
2. Ich habe nach meiner bereits an Sie weitergeleiteten Email vom 01.05. eine Empfangsbestätigung seitens Robocat am 08.05. erhalten. Dazu finden Sie auch einen Screenshot anbei.

Vielen Dank für euren Support!

Thank you very much, LarsV7, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej ([email protected]) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello LarsV7, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. While waiting for the casino to reply, could you please let me know if you have sent any additional self-exclusion request since the initial one from 8th March?

I’d like to invite a representative of RoboCat Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information as of why the initial request has been replied to nearly a month after it being sent, and why no further inquiries about possible gambling addiction were made?

Thank you for your patience and cooperation in advance.

Hello Matej,

It's nice to meet you and thank you for your support!

As already described above, I submitted another application on May 1st, for which I only received a confirmation of receipt on May 8th, which is visible in the screenshot I sent you.

Between March 8 and May 1, I incurred the aforementioned net loss of €5,171 due to the failure to close my account, despite clearly stating my gambling addiction as the reason for my request to close it.

Many thanks for your support!

Hallo Matej,

es freut mich dich kennenzulernen und vielen Dank für deinen Support!

Wie bereits weiter oben beschrieben habe ich auch am 01.05. nochmal einen Antrag gestellt, auf welchen ich erst am 08.05. eine Empfangsbestätigung erhielt, welche im euch zugesandten Screenshot ersichtlich ist.

Im Zeitraum von 08.03. bis zum 01.05. ist mir durch die nicht erfolgte Schließung meines Kontos, trotz dessen dass ich klar meine Spielsucht als Grund für meinen Wunsch auf Kontoschließung genannt habe, der genannte Nettoverlust von 5.171€ entstanden.

Vielen Dank für deine Unterstützung!

Dear LarsV7,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the verification of your report as soon as possible.

Thank you in advance.

Kind Regards,

RoboCat Casino Team

Dear RoboCat Casino Team, please let us know of your findings as soon as the investigation is complete. Thank you.

Dear LarsV7,

We are sorry for the delay.

We have sent a settlement offer directly to your email, which you have accepted.

You have already sent us your bank details but unfortunately, our provider cannot complete the transaction to the bank account you have already provided, so please provide an alternative bank account in your name via email to make the refund.

Thank you in advance!

Kind Regards,

RoboCat Casino Team

Hello,

I have already given you new bank details.

Many thanks and best regards

Hallo,

ich habe Ihnen bereits neue Bankdaten mitgeteilt.

Vielen Dank und viele Grüße

Dear LarsV7, could you please let me know what was the agreed amount? If needed, you can send me the sum to me via e-mail at [email protected], so I can adjust the disputed amount accordingly.

Dear RoboCat Casino Team, please let us know once the payment has been processed on your end. I will keep the complaint open until the player confirms reception of funds. Thank you.

Dear LarsV7,

We are happy to confirm that your refund has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to your bank standards.

If you have any additional questions, don't hesitate to contact us.

Kind regards,

RoboCat Casino Team

This is great message to see on a Friday morning, and thanks to the RoboCat Casino Team for keeping us to speed. Much appreciated. :)

Dear LarsV7, please let us know once you get the refund, so we can close the complaint as resolved. If you also be so kind and let me know the agreed amount, that would be great. I will be able to adjust the disputed amount value accordingly within the complaint, and just in case - the amount is not publicly visible, it is purely for internal purposes of CG. Cheers.

Dear LarsV7,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru