RoboCat Casino - Играчът търси решение на проблеми с тегленето и несправедливо отношение.

Subject: Unfair Treatment by Robocat – Lack of Transparency, Lack of Support, and Problematic Gambling Behavior Dear Casino-Guru Team, I would like to file a complaint against the online casino Robocat, as I feel unfairly treated as a player and the provider offers no support despite multiple notifications of my problematic gambling behavior. Since November 9, 2025, I have deposited approximately €25,000 there. During this time, there have been repeated problems that were not resolved by support: – Winnings from free spins were not credited or only partially credited.

Bonus rounds were cancelled without any winnings being transferred.

– My account balance has changed inexplicably several times without me receiving a comprehensible overview.

The support team is either not responding or only providing boilerplate responses, even though I requested a full breakdown of my transactions. I also mentioned to the casino that I'm having difficulty controlling my gambling and asked for assistance (e.g., limits, self-exclusion, or counseling). Unfortunately, this was completely ignored, and I was able to continue depositing large sums without any restrictions. I find this behavior unfair, opaque, and irresponsible, as a casino should at least respond to indications of problematic gambling behavior and offer support. I therefore request your mediation so that Robocat can finally provide me with a complete and comprehensible overview of my transactions and explain why my inquiries and requests have been ignored. Thank you for your assistance. Sincerely,

Manuel ****

Betreff: Unfaire Behandlung durch Robocat – fehlende Transparenz, fehlende Unterstützung und problematisches SpielverhaltenSehr geehrtes Casino‑Guru‑Team,ich möchte eine Beschwerde gegen das Online‑Casino Robocat einreichen, da ich mich als Spieler unfair behandelt fühle und der Anbieter trotz mehrfacher Hinweise auf mein problematisches Spielverhalten keinerlei Unterstützung bietet.Seit dem 09.11.2025 habe ich dort ca. 25.000 € eingezahlt. Während dieser Zeit kam es wiederholt zu Problemen, die vom Support nicht geklärt wurden:– Gewinne aus Freispielen wurden nicht oder nur teilweise gutgeschrieben.

– Bonusrunden wurden abgebrochen, ohne dass Gewinne übernommen wurden.

– Mein Kontostand hat sich mehrfach unerklärlich verändert, ohne dass ich eine nachvollziehbare Übersicht erhalten habe.

– Der Support reagiert nicht oder nur mit Textbausteinen, obwohl ich um eine vollständige Aufschlüsselung meiner Transaktionen gebeten habe.Zusätzlich habe ich dem Casino gegenüber erwähnt, dass ich Schwierigkeiten habe, mein Spielverhalten zu kontrollieren, und um Unterstützung gebeten (z. B. Limits, Sperre oder Beratung). Leider wurde darauf überhaupt nicht eingegangen, und ich konnte weiterhin ohne Einschränkungen hohe Beträge einzahlen.Ich empfinde dieses Verhalten als unfair, intransparent und verantwortungslos, da ein Casino bei Hinweisen auf problematisches Spielverhalten zumindest reagieren und Unterstützung anbieten sollte.Ich bitte Sie daher um Vermittlung, damit Robocat mir endlich eine vollständige und nachvollziehbare Übersicht meiner Transaktionen bereitstellt und erklärt, warum auf meine Hinweise und Anfragen nicht reagiert wurde.Vielen Dank für Ihre Unterstützung.Mit freundlichen Grüßen

Manuel ****

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Stay safe.

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues, where you asked for help due to concerns about gambling problems? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RoboCat Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your feedback.

I raised the issue of gambling addiction via live chat at the time, but I don't have a screenshot of it, as I didn't expect to need proof later. I explained to support that I was having trouble controlling my gambling and that I needed help.

Despite this warning, I was still able to make numerous deposits in a short period of time without any restrictions (often €50 and €100). The VIP system even actively tracked these deposits and sent me offers based on them.

The casino did not respond, set no limits, and offered me no protective measures.

I hope this information is helpful.

I will also send you the email regarding self-exclusion, in which you are CC'd.

Best regards

Manuel ****

Hallo Tomas,

vielen Dank für Ihre Rückmeldung.

Ich habe das Thema Spielsucht damals über den Live‑Chat angesprochen, allerdings habe ich davon keinen Screenshot, da ich nicht damit gerechnet habe, dass ich später einen Nachweis benötige. Ich habe dem Support erklärt, dass ich Probleme habe, mein Spielverhalten zu kontrollieren und dass ich Unterstützung brauche.

Trotz dieses Hinweises konnte ich weiterhin ohne jede Einschränkung viele Einzahlungen in kurzer Zeit tätigen (häufig 50 € und 100 €). Das VIP‑System hat diese Einzahlungen sogar aktiv verfolgt und mir darauf basierende Angebote geschickt.

Das Casino hat nicht reagiert, keine Limits gesetzt und mir keine Schutzmaßnahmen angeboten.

Ich hoffe, diese Informationen helfen Ihnen weiter.

Ich sende Ihnen gleich auch die E‑Mail zur Selbstsperre, in der Sie in CC sind.

Mit freundlichen Grüßen

Manuel ****

Hello Tomas,

I wanted to give you some brief feedback:

I have now received a response from the Robocat VIP team to my initial refund request. I replied directly and copied you on the email so you can follow the entire conversation.

Important for context:

My initial message to Robocat focused solely on the refund request and the lack of a German license. The aspect of my problematic gaming behavior was not yet included.

However, in my recent communication, I clearly pointed out that I had already mentioned in the chat that I have difficulty controlling my gambling behavior. Robocat should also have recognized this based on my deposit history (many €50 and €100 deposits in a very short period, VIP tracking, personalized offers).

Robocat did not address these points in its response and merely quoted general terms and conditions without addressing the issue of player protection.

I will keep you updated on any responses.

Thank you for your support.

Best regards

Manuel *****

Hallo Tomas,

ich wollte Ihnen eine kurze Rückmeldung geben:

Ich habe inzwischen eine Antwort vom Robocat VIP‑Team auf meine erste Rückforderungsanfrage erhalten. Daraufhin habe ich direkt geantwortet und Sie in CC gesetzt, damit Sie den gesamten Verlauf nachvollziehen können.

Wichtig zur Einordnung:

In meiner ersten Nachricht an Robocat ging es ausschließlich um die Rückforderung und die fehlende deutsche Lizenz. Der Aspekt meines problematischen Spielverhaltens war dort noch nicht enthalten.

In meiner aktuellen Kommunikation habe ich jedoch klar darauf hingewiesen, dass ich bereits im Chat erwähnt habe, dass ich Schwierigkeiten habe, mein Spielverhalten zu kontrollieren. Robocat hätte dies auch anhand meines Einzahlungsverhaltens erkennen müssen (viele 50‑€‑ und 100‑€‑Einzahlungen in sehr kurzer Zeit, VIP‑Tracking, personalisierte Angebote).

Robocat ist in der Antwort nicht auf diese Hinweise eingegangen und hat lediglich allgemeine AGB zitiert, ohne auf die Spielerschutz‑Thematik einzugehen.

Ich halte Sie weiterhin über jede Reaktion auf dem Laufenden.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Manuel *****

Hello Tomas,

I would like to add an important point to my case.

My concern in this context is not about the casino's lack of a license, but solely about player protection.

My deposit behavior was clearly problematic over a longer period. I made numerous €50 and €100 deposits in a very short time, which the casino could clearly detect through VIP tracking and the personalized offers based on it.

Despite these clear warning signs, no player protection measures were implemented. There were no limits, no notifications, no contact attempts, and no account suspension. Instead, I was able to continue depositing without hindrance, and the casino even sent me offers that directly referenced my losing streak.

In my view, this constitutes a clear violation of player protection obligations, especially since the casino itself highlights corresponding measures on its website, but these were not applied in my case.

I will keep you updated on any response from the casino and thank you very much for your support in this matter.

Best regards

Manuel ****

Hallo Tomas,

ich möchte Ihnen noch eine wichtige Ergänzung zu meinem Fall geben.

Mir geht es in diesem Zusammenhang nicht um die fehlende Lizenz des Casinos, sondern ausschließlich um das Thema Spielerschutz.

Mein Einzahlungsverhalten war über einen längeren Zeitraum hinweg eindeutig problematisch. Ich habe in sehr kurzer Zeit zahlreiche 50‑€‑ und 100‑€‑Einzahlungen vorgenommen, was das Casino durch das VIP‑Tracking und die darauf basierenden personalisierten Angebote klar erkennen konnte.

Trotz dieser erkennbaren Warnsignale wurden keinerlei Spielerschutzmaßnahmen umgesetzt. Es gab keine Limits, keine Hinweise, keine Kontaktaufnahme und keine Sperre. Stattdessen konnte ich weiterhin ungehindert einzahlen, und das Casino hat mir sogar Angebote geschickt, die direkt auf meine Verlustserien Bezug genommen haben.

Aus meiner Sicht stellt dies einen deutlichen Verstoß gegen die Spielerschutzpflichten dar, insbesondere da das Casino selbst auf seiner Website entsprechende Maßnahmen hervorhebt, diese aber in meinem Fall nicht angewendet wurden.

Ich halte Sie weiterhin über jede Reaktion des Casinos auf dem Laufenden und danke Ihnen sehr für Ihre Unterstützung in diesem Fall.

Mit freundlichen Grüßen

Manuel ****

As of today, my account is still not blocked.

Stand heute ist mein Konto immer noch nicht gesperrt

Thanks for your reply.

I went over the communication you provided via email.

Please note, we believe the online casinos are obligated to provide a mechanism of self-exclusion to players suffering from gambling addiction.

We may only assist you with a refund of money that was lost if you informed the online casino about your gambling issues and the casino didn't act to protect you.

Without this evidence, we are powerless in pursuing the complaint in the direction arguing the casino failed to protect you. Please let me know when the last time the casino allowed you to deposit was.

Looking forward to your reply.

Hello Tomas,

Thank you for your feedback.

My last deposit at Robocat was made on: 05.03.2026.

I have already reported my gambling addiction to the casino several times via chat. Furthermore, my gambling behavior was clearly problematic over a longer period and readily apparent to the casino. I made numerous €50 and €100 deposits in a very short time, immediately gambled away any winnings, and was simultaneously being actively tracked by the VIP system and contacted with personalized offers that directly referenced my losing streaks.

In my view, the casino should have recognized these warning signs and implemented appropriate player protection measures. However, this did not happen.

I hope this information helps you in further evaluating the case.

Thank you for your support.

Best regards

Manuel ****

Hallo Tomas,

vielen Dank für Ihre Rückmeldung.

Meine letzte Einzahlung bei Robocat erfolgte am: 05.03.2026.

Ich habe dem Casino meine Spielsucht bereits mehrfach über den Chat schriftlich gemeldet habe, zudem war mein Spielverhalten über einen längeren Zeitraum hinweg eindeutig problematisch und für das Casino klar erkennbar. Ich habe in sehr kurzer Zeit zahlreiche 50‑€‑ und 100‑€‑Einzahlungen vorgenommen, Gewinne sofort wieder verspielt und wurde gleichzeitig durch das VIP‑System aktiv verfolgt und mit personalisierten Angeboten angesprochen, die direkt auf meine Verlustserien Bezug nahmen.

Aus meiner Sicht hätte das Casino diese Warnsignale erkennen und entsprechende Spielerschutzmaßnahmen einleiten müssen. Genau dies ist jedoch nicht geschehen.

Ich hoffe, diese Informationen helfen Ihnen bei der weiteren Bewertung des Falls.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Manuel ****

Furthermore, the casino has no way to set a limit or activate self-exclusion independently via the account, and emails are only answered several days later. Moreover, I have repeatedly informed the casino that I have a gambling addiction problem; as I said, this is also evident from the many deposits in a short period of time.

Außerdem hat das Casino ja keine möglichkeit ein Limit zu setzen oder einen selbstausschluss selbstständig über den account zu aktivieren und auf mails wird erst mehrere Tage später geantwortet, zudem ich dem Casino mehrfach mitgeteilt habe ich das ich ein spielsucht probleme habe, wie gesagt an vielen einzahlungen in kurzem zeitraum ist dies ja auch nachzuvollziehen

I can also send you the notifications from the VIP program regarding my losses and my deposit history if you don't already have it.

Ich kann dir sonst noch die mitteilungen aus dem VIP programm senden das die auf meine Verluste eingegangen sind und meinen einzahlungsverlauf senden falls du den noch nicht hast

Thanks for your patience.

I went over the communication you shared several times; however, there is little for us to assist you with based on the available information.

From our perspective, the casino closed your account shortly after you informed them about your gambling issues, which we consider an acceptable outcome. We can't ask them to refund you for deposits spent shortly before the self-exclusion was processed. As such, we can't pursue a refund on your behalf further. The other responsible gambling features you mention are not mandatory from our point of view, and we can't ask the casino to implement them or penalize them if they don't implement them.

Without further evidence, the complaint will be closed. If you happen to recover your chats, feel free to contact us again, and we'll try our best to assist you.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

We’ve reopened this complaint at the request of Manzzazz.

We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Hi Tomas,

You’ve already closed my case, but perhaps something can still be done about it – even though my account has been closed, I’m still receiving promotional emails.

Maybe you could look into my case again.

Best regards,

Manuel 

Dear Manzzazz,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Manzzazz, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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 regarding the invitation to join online gambling club sent to a known gambling addict shortly after their successful self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Player,

Thank you for contacting us. We are writing to confirm that your account has been officially and permanently closed, and to provide you with the results of our internal investigation regarding your refund request.

Following your complaint, we conducted a thorough audit of your account activity and communication history. Here is a summary of our findings:

February 9 – March 2, 2026: During this period, all your communications with our VIP and Support teams focused strictly on promotional inquiries, bonus eligibility, and cashback calculations. Our team promptly addressed your questions regarding your weekly cashback and deposit bonuses.

March 2, 2026: You submitted a complaint regarding the validity of our license, to which our team responded with the relevant Terms and Conditions.

March 4, 2026: You explicitly mentioned a gambling addiction (GA) issue for the first time. In response to this disclosure, our team promptly directed you to independent support organizations that offer professional assistance to gamblers.

March 6, 2026: In strict accordance with our Responsible Gambling protocols, your account was immediately and permanently closed upon review of your March 4th message.

Our audit concluded that prior to March 4, 2026, you provided no evidence or explicit mention of a gambling problem. Our VIP and Support teams acted appropriately and in accordance with our procedures based on the information you provided at the time.

Additionally, please note that our Responsible Gaming resources are always available to players to assist them in managing their actions. These resources are accessible at any time via the following link: https://robocat.com/en/responsible-gaming.

Furthermore, we kindly remind you of the General Terms and Conditions you agreed to upon registration:

Section 4.1: By opening an account on our Website and by using our Website you warrant that you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances.

Section 6.6.2: No refund can be issued once the deposit in question (or the associated bonus) has been used to place a bet.

Because the funds and associated bonuses were fully utilized for gameplay prior to your declaration of a gambling issue, there is no basis for a refund.

Therefore, your request for a refund has been declined.

Hope this help to clarify the matter.

Kind regards,

Robocat Casino Team

Unfortunately, I still haven't received a statement of my deposits and general transactions. This concerns the re-invitation of a gambling addict to your VIP club. Furthermore, I already disclosed my gambling addiction via chat beforehand. Do you still have the chat logs? Thank you.

Ich habe leider bis heute keine Auflistung meiner Einzahlungen und generellen Transaktionen erhalten und es geht hier um die erneute Einladung eines Spielsüchtigen zu einem VIP Club ihrer seite zudem wurde meine Spielsucht bereits im vorfeld über den Chat mitgeteilt haben sie hierzu noch die chatlogs? Vielen dank

Hello Matej, hello Robocat team,

Thank you very much for the feedback so far.

I would like to clarify a few points, as the casino's portrayal is not entirely accurate:

1. I was unaware of my gambling addiction before registering on the site. Therefore, referring to the terms and conditions is pointless.

The problem only developed on your side as the game progressed.

In retrospect, my deposit frequency, the amount of the deposits, and the short intervals between transactions clearly show that my gambling behavior was already problematic before.

In my view, these patterns should have been recognized as warning signals.

2. I already gave hints in the chat before March 4th that I was losing control and having problems.

I therefore ask you once again to provide me with the complete chat logs so that this can be verified.

3. To date, I have not received a complete list of my deposits and transactions.

I request these again.

This data is absolutely necessary for the assessment of the case.

4. Despite my self-exclusion, I was invited to a VIP club again.

This is a serious breach of responsible gaming standards and shows that my self-exclusion was not implemented correctly.

I ask Casino Guru to include these points in the review.

I remain cooperative and want to resolve the case transparently and fairly.

Best regards

Hallo Matej, hallo Robocat-Team,

vielen Dank für die bisherigen Rückmeldungen.

Ich möchte einige Punkte klarstellen, da die Darstellung des Casinos nicht vollständig korrekt ist:

1. Meine Spielsucht war mir vor der anmeldung bei der Seite nicht bewusst. Daher ist ein Hinweis auf die AGB‘s sinnfrei.

Das Problem hat sich erst im Verlauf des Spielens auf Ihrer Seite entwickelt.

Rückblickend zeigen meine Einzahlungsfrequenz, die Höhe der Beträge und die kurzen Zeitabstände zwischen den Transaktionen deutlich, dass mein Spielverhalten bereits vorher problematisch war.

Diese Muster hätten aus meiner Sicht als Warnsignale erkannt werden müssen.

2. Ich habe bereits vor dem 4. März im Chat Hinweise gegeben, dass ich die Kontrolle verliere und Probleme habe.

Ich bitte Sie daher erneut, mir die vollständigen Chatprotokolle zur Verfügung zu stellen, damit dies nachvollzogen werden kann.

3. Bis heute habe ich keine vollständige Auflistung meiner Einzahlungen und Transaktionen erhalten.

Ich fordere diese erneut an.

Diese Daten sind für die Bewertung des Falls zwingend notwendig.

4. Trotz meines Selbstausschlusses wurde ich erneut zu einem VIP‑Club eingeladen.

Das ist ein schwerer Verstoß gegen die Standards des verantwortungsvollen Spielens und zeigt, dass mein Selbstausschluss nicht korrekt umgesetzt wurde.

Ich bitte Casino Guru, diese Punkte in die Bewertung einzubeziehen.

Ich bin weiterhin kooperativ und möchte den Fall transparent und fair klären.

Beste Grüße

Dear Manzzazz, before I continue mediating this case, I would like to clarify some things from the Casino Guru point of view, to ensure there are no misunderstandings later on.

1. I was unaware of my gambling addiction before registering on the site. Therefore, referring to the terms and conditions is pointless.

Casino Guru is aware of the fact that the gambling addiction can be developed after starting engaging with the casino website. This term is only rarely taken into account, especially in case of first gambling-related issue that we know of.

2. I already gave hints in the chat before March 4th that I was losing control and having problems.

We do not take "hints" as a proof. Support staff are not trained professionals in psychology. Unless the gambling addiction is openly mentioned, or the distress and player trying to stop is clearly visible from the conversation, we tend to dismiss this kind of proof, as it can be easily dismissed by the casino.

3. To date, I have not received a complete list of my deposits and transactions.

The casino representative mentioned you have first mentioned your addiction on 04/03 and the account has been closed on 06/03. If this is correct, the account has been closed within the reasonable amount of time, and I will not request a refund on your behalf. This is because the casino has to do some checks beforehand, and not giving them enough time for account closure, would also invite all kinds of frauds to attempt free betting.

4. Despite my self-exclusion, I was invited to a VIP club again.

This is the main issue here, that I will focus on.

I know the above does not sounds like much, but I believe it is better to know these things beforehand, so you know exactly what will happen and to manage your expectations accordingly.

Dear RoboCat Casino, can you please explain why a known gambling addict has been invited to your private VIP gambling club? Thank you.

Dear Matej,

Thank you for your correspondence.

We would like to reiterate that the player did not disclose or explicitly mention any gambling addiction (GA) concerns before March 4th. Upon receiving his communication on that date, we took immediate action and closed his account.

In regard to the inquiry about his VIP level, we kindly direct your attention to Section 6.12 of our Terms and Conditions, which clearly outlines how VIP statuses are calculated and maintained:

Section 6.12: The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.

We trust this provides the necessary clarification. Please let us know if you require any further information.

Kind regards,

Robocat Casino Team

The casino has misunderstood the accusation. It's about your invitation to a VIP club, not about my VIP status, which I had due to my numerous deposits. It's about the explicit invitation, even though I stated in my account closure email that I no longer wish to receive any advertising or anything else. I'm still waiting for my transaction history of all my deposits, which I still haven't received. Furthermore, I find it unacceptable that, similar to my emails directly to the casino, my questions aren't being addressed. I haven't received any replies to my emails to date.

Da hat das Casino die anschuldigung nicht verstanden, es geht um die Einladung eurerseits zu einem VIP Club nicht um meinen VIP status der aufgrund meiner vielen Einzahlungen im Casino vorhanden war, sondern um die explizite Einladung obwohl ich in meiner Mail zur Kontoschließung geschrieben habe das ich keinerlei Werbung oder sonstiges mehr erhalten möchte, ich warte auch immernoch auf meine Transaktionsöiste aller meiner Einzahlungen die habe ich immernoch nicht erhalten, zudem finde ich das auch Optimal das hier ebenfalls nicht, ähnlich wie in meinen Mails die direkt ans Casino gerichtet wurden auf die fragen eingegangen werden, ich habe auch bis dato keine antworten mehr an meine mails erhalten

Dear RoboCat Casino, as Manzzazz pointed out, the question is not about the Casino VIP club membership. The problem we are trying to point out is that after the casino management knew the player is gambling addict and closed the account to prevent further harm, the same player has received an invitation to your "members only" special club, to gamble even more.

Dear Player,

Could you please clarify the exact date you received the VIP event invitation? We have reviewed our records and cannot locate any such communication sent to you after March 4th, the date you first disclosed your gambling addiction.

Please note that immediately following your disclosure, our team provided you with resources for independent professional support organizations. Your account was then formally closed on March 6th.

We look forward to your clarification.

Kind regards,

Robocat Casino Team

To speed things up, I can provide the required information:

Von: Robocat <[email protected]>

Date: Thu March 26, 2026 at 4:42 PM

Subject: 🐝 A private invitation just for you

The message itself offers the player to join your VIP Hive gambling club. It was sent to the same e-mail address the player used to register at Robocat and stated in this complaint too.

Dear Matej,

We apologize, but our communication records do not show any email from March 26th. The last recorded communication was from March 18th, a player complaint.

Kind regards,

Robocat Casino Team

The email is definitely from you.

Die mail kommt aber klar von euch

Dear RoboCat Casino, please see the above. The player has forwarded me the message as well.

Dear All,

Thank you for your ongoing patience. We apologize for the delay you have experienced thus far.

Please be advised that your case is actively under review by the relevant department. We are working to resolve this matter and will notify you promptly once an update is available.

Kind regards,

Robocat Casino Team

I don't know what you want to check; you clearly stated in my opt-out email that no more advertising should be sent to me, and yet I have received several advertising emails again this month alone.

Ich weiß ja nicht was ihr prüfen wollt ihr habe klar in meiner ausschlussmail geschrieben das keine Werbung mehr an mich gesendet werden soll und ich habe alleine diesen monat wieder mehrere Mails mit werbung erhalten

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

Thank you for bringing the concerns to our attention.

Following a thorough internal investigation, we have identified that a temporary technical glitch within our CRM system caused a marketing email to be sent to the customer despite their previous opt-out request.

We sincerely apologize for this oversight. Please be assured that we have since taken all necessary measures to rectify this and ensure that the player's contact details are fully excluded from all future promotional communications.

Kind regards,

Robocat Casino Team

Thank you for the clarification, RoboCat Casino, and for fixing the issue.

Dear Manzzazz, as per the above, the issue with receiving promotions from RoboCat should be fixed going forward. Unless your RoboCat account has been reopened (or you have joined the Hive club) and made deposits, there is nothing else I can mediate further. Can you please confirm if you have spent more money at roboCat/VIP Hive sites since this complaint has been opened, if the marketing communication stopped, and whether you are satisfied wit hthis outcome? Also, I would like to mention that despite this case getting closed, we will be monitoring this situation for any more technical glitches regarding addicted players, and if needed, act accordingly. Thank you for your understanding.

Hello,

Thank you very much for forwarding Robocat's reply.

However, I would like to clarify that the casino's statement does not address the actual problem. Robocat speaks solely of a "technical glitch" in the CRM system, which allegedly led to a single marketing email. This, however, is not the core of my complaint.

My complaint concerns the following:

• I was actively invited to the VIP area during a period of clearly problematic gambling behavior.

• This invitation was extended despite clearly recognizable irregularities in my gambling behavior.

• No protective measures were taken, even though my deposits and losses during this period were exceptionally high.

• The VIP invitation represents a targeted incentive that should not have been given in such a situation.

Robocat's response completely ignores these points. This isn't a technical issue with a promotional email, but rather a lack of responsible gambling checks and inappropriate VIP outreach at a critical stage.

Since filing my complaint, I have not made any further deposits and my account has not been reactivated. Therefore, I am not satisfied with the outcome, as the essential part of my complaint remains unanswered.

I therefore request a review of the case.

Thank you for your support.

Best regards

Hallo,

vielen Dank für die Weiterleitung der Antwort von Robocat.

Ich möchte jedoch klarstellen, dass die Stellungnahme des Casinos nicht das eigentliche Problem adressiert. Robocat spricht ausschließlich von einer „technischen Störung" im CRM-System, die zu einer einzelnen Marketing-E-Mail geführt haben soll. Das ist jedoch nicht der Kern meiner Beschwerde.

Meine Beschwerde bezieht sich auf Folgendes:

• Ich wurde in einer Phase deutlich problematischen Spielverhaltens aktiv in den VIP-Bereich eingeladen.

• Diese Einladung erfolgte trotz klar erkennbarer Auffälligkeiten in meinem Spielverhalten.

• Es wurden keine Schutzmaßnahmen ergriffen, obwohl meine Einzahlungen und Verluste in dieser Zeit außergewöhnlich hoch waren.

• Die VIP-Einladung stellt einen gezielten Anreiz dar, der in einer solchen Situation nicht hätte erfolgen dürfen.

Die Antwort von Robocat geht auf diese Punkte überhaupt nicht ein. Es handelt sich nicht um ein technisches Problem mit einer Werbemail, sondern um eine fehlende Responsible-Gambling-Prüfung und eine unangemessene VIP-Ansprache in einer kritischen Phase.

Ich habe seit Einreichung der Beschwerde keine weiteren Einzahlungen vorgenommen und mein Konto wurde nicht reaktiviert. Mit dem Ergebnis bin ich daher nicht zufrieden, da der wesentliche Teil meiner Beschwerde weiterhin unbeantwortet bleibt.

Ich bitte daher um eine erneute Prüfung des Falls.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Thank you for the response, dear Manzzazz. I think I understand the situation from your perspective now, and will address your concerns before closing this complaint.

 I was actively invited to the VIP area during a period of clearly problematic gambling behavior.

This invitation was extended despite clearly recognizable irregularities in my gambling behavior.

The VIP invitation represents a targeted incentive that should not have been given in such a situation.

All three concerns have been addressed by the technical glitch explanation. If the system glitched, the invitation has been sent in error to a person that should not have received it. As we can't have a look at the system's code and submit it to the independent review by some IT Institute, we have to trust the casino representative, that this was indeed a glitch in the system and not targeted marketing towards vulnerable player. Hence, internal notes were made and we will be monitoring the situation for further glitches like this, to see if this was truly a one-off error, or not. Nothing else can be done, as this is so far the only incident of this kind (and hopefully the last).

No protective measures were taken, even though my deposits and losses during this period were exceptionally high.

Unfortunately, like with everything else in the industry, all is stacked against the player. Even the safety. Personally, I would love if every casino had a system in place that would check player's weekly spendings and flag problematic accounts for manual review. However, that is not how it works and to tell a highroller from addicted gambler is not as easy at a glance. Glance, that is not done unless thhe player asks for help. Once again - until the player openly states addiction, it is assumed all is well and money gambled at the casino are well within the player's affordability levels.

That brings this case to a conclusion: The technical glitch has been fixed, and you should no longer be receiving any kind of marketing offers from RoboCat Casino. If you do, at any point, please request reopening of this case and I will resume the investigation instantly. You have confirmed the account has not been reopeend and you have not signed up with the VIP club, so there are no accounts to be closed, and as no deposits were made, no refund request can be made either. Overall, there is nothing more to mediate.

However, I would still strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials from any gambling sites.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Matej

We’ve reopened this complaint at the request of Manzzazz.

Dear RoboCat Casino, we have been informed that the player is receiving marketing communication offering bonuses and further play, despite his account being closed due to gambling addiction. Could you please cease all marketing communication, and provide an explanation? Thank you.

Dear Matej,

Thank you for your follow-up message.

We are happy to help.

Having reviewed the player's account thoroughly, we can confirm that it was closed in April. According to the available communication records, the player emailed us on 11, 14 and 20 May to request the reopening of his account.

Player was subsequently asked a compliance question about their gambling addiction to confirm that they are in control and have accepted Term & Condition 4.1, which states that they do not have a gambling addiction.

However, management has decided that the account will not be reopened and will remain closed.

Please let us know if you would like us to email you the player's communications relating to the reopening requests.

Please also note that no further offers or promotions have been sent to the player. The last promotional offer was sent on 24 April.

We hope this clarifies the matter.

Kind regards,

Robocat Casino Team

Thank you for the quick response, dear RoboCat Casino.

I don't need to see the further communication, just would like to reiterate the importance of not reopening the account again, no matter how many times the player mentions not being addicted anymore.

Maybe blocking his registered e-mail address from receiving messages on your end, could resolve the issue with reopening requests. As account reopening is only possible to request form the e-mail address linked to the said account, this could be a solution.

With that being said, the player has forwarded me a marketing offer of 400 EUR bonus offer with 6,000 EUR in cashback, e-mailed to him on 29th May 2026 at 17:01 from [email protected]. Could you pelase double-check the system and let me know of your findings? Thank you very much.

Dear Matej,

Thank you for your reply. We appreciate your insights and have taken immediate steps to implement your suggestions.

We have successfully unsubscribed the player from all future promotional materials and blacklisted their email address to prevent any incoming account reopening requests. Please allow a short period for these updates to be fully processed across all backend systems.

In regards to the promotional email from May 29th, we were unable to trace it directly within our system logs. This indicates it was likely an automated campaign distributed by one of our external marketing partners. Please accept our sincere apologies for this oversight.

Thank you for your time, cooperation, and understanding.

Best regards,

RoboCat Casino Team

I forwarded the other promotional emails to you, Matej. I don't find it professional or satisfactory for Robocat to constantly shirk responsibility in every matter.

Habe dir die weiteren werbe mails weitergeleitet matej, ich finde dies von robocat nicht professionell und zufriedenstellend sich dauernd aus jedem Thema aus der Verantwortung zu ziehen.

Furthermore, I was told 6 hours ago that I had been successfully unsubscribed from everything, but I received another advertisement 1 hour ago.

Zudem wurde vor 6 stunden gesagt ich wurde erfolgreich von allem abgemeldet aber habe vor 1 stunde erneut Werbung erhalten

Dear Manzzazz, it can take up to 24 hours for the spam to stop. Have yo ureceived any more messages from 06/06 onward?

Hey, nothing's happened since then, but that doesn't mean anything with them. Every time they say nothing more is going to happen, and then suddenly something comes up and they shirk responsibility.

Moin ne danach kam bis jetzt nichts aber das heißt bei denen ja nichts jedesmal heißt es, es soll nichts mehr kommen und plötzlich kommt wieder was und dann ziehen die sich aus der Verantwortung

Thank you, Manzzazz, for the confirmation. As it seems that the marketing communication ha sceased, I believe this complaint can be now closed.

As I feel you are still not satisfied, it will be marked as "rejected" instead of "resolved", as we do not consider complaints where the player is not 100% satisfied as successfully resolved.

I will also strongly recommend to block all the mobile numbers and e-mail addresses that were sending you promotional materials ni the past. As always, installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device is another recommended step, to keep you safe from online gambling sites.