Complaint #23 RoboCat Casino

Casino delaying KYC

By chicken3000

10 months ago

I have a balance of 2600€. I tried to withdraw 480€ on Oct 18th. A few days later I was sent an e-mail by casino that my withdrawal was denied and that I need to do the KYC. So I did. Now it's been over 3 weeks of me sending the same documents over and over again.

Finally at one point I was told by the customer service that I had sent them all the files needed and that I had to wait for 5-10 days for the verification. Which was then followed by yet another request for the same information I had already sent several times before. So I, once again, sent the documents they requested.

I asked the customer service for an update yesterday and they told me that the KYC team is (you guessed it) still waiting for the files I had already sent them many times before. It seems pretty clear to me that this would go on forever, so I had to contact a third party in order to solve this. Thank you in advance.

Disputed Casino RoboCat Casino

Reason Verification issues

Amount €480

Discussion

AskGamblers

• Support Team

10 months ago

Dear @chicken3000,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

RoboCat Casino

• Representative

10 months ago

Dear Chicken3000,

We are pleased to inform you that your Robocat Casino Account has been successfully verified.

Your withdrawals request have been forwarded to the relevant department and will be processed as soon as possible.

Thank you for your patience and cooperation.

Kind Regards,
Robocat Casino Team

RoboCat Casino

• Representative

10 months ago

Dear CHICKEN3000,

Thank you for the documents provided.

We would like to kindly inform you that we have informed the verification department regarding that.
They informed us that they have received your documents and they will try to finish verification of your account as soon as possible.

We will keep you updated.

Thank you for your patience and cooperation.

Kind Regards,
Robocat Casino Team

chicken3000

10 months ago

I've sent you specific receipts from these top-ups through your web page. I've also attached the files here for AskGamblers.

RoboCat Casino Complaint Stats

Resolved 26 / 26

Avg. Amount $3,695

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

RoboCat Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 23 out of 23 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

RoboCat Casino Complaints

See all complaints for this casino

Two new withdrawals totaling 845 EUR are pending

Dear AskGamblers Team,

I would like to submit a complaint regarding two pending withdrawals from RoBoCat.

One withdrawal of €445 was requested on 15 August 2026, and a second withdrawal of €400 was requested on 5 September 2026.

Both withdrawals are still pending and are currently shown as outstanding withdrawals in my RoRoCat account.

I would therefore kindly ask AskGamblers to assist me in getting both withdrawals processed and paid as soon as possible.

I have attached a screenshot showing the two pending withdrawals, totaling €845.

Note: RoBoCat is only listed under the “Casino” category on AskGamblers. However, my complaint concerns exclusively my sports betting account with RoBoCat. I did not play any casino games there. Since there is no corresponding Betting category available for RoBoCat, I selected “Casino” for this reason.

Thank you for your assistance.

Kind regards,

Julian

Resolved

€845

Delayed Withdrawal Term Violation

I am submitting this complaint regarding two delayed withdrawals requested on Friday and Saturday from RoboCat Casino.

My account is fully verified (KYC completed). According to RoboCat's terms and conditions, withdrawals are processed within 3 business days, which has now been exceeded.

I have contacted live support multiple times. Agents confirmed an "unusual delay" and claimed to escalate the issue to the finance team, but the funds remain pending and no payment has been issued.

I request AskGamblers' assistance to ensure RoboCat approves and processes my withdrawals immediately.

Resolved

€1,000

Has exceeded its own withdrawal processing timeframe and provides only generic responses

I am submitting a complaint regarding a delayed withdrawal from RoboCat Casino.
I requested a withdrawal of €60 on 30 August 2026. My account is [fully verified / verified, if applicable], and I have not been informed of any missing documents, additional verification requirements, account restrictions or other issues that would prevent the withdrawal from being processed.
According to RoboCat's own Terms and Conditions, section 6.15, withdrawal requests are worked through by the Financial Department within 3 business days after the request is made, provided that the relevant conditions and checks have been completed.
Since 30 August 2026 was a Sunday, the three business days were 31 August, 1 September and 2 September. Today is 3 September 2026, meaning that the stated three-business-day timeframe has already passed.
I contacted RoboCat's Live Chat to ask for an explanation. Instead of providing a specific reason for the delay or a processing date, I was told that there is a “high volume of requests” and that there may sometimes be delays.
I specifically referred the agent to section 6.15 of their Terms and asked why the stated timeframe was not being followed. The agent then told me that my request had been forwarded to the relevant team, but also stated that they were unable to provide me with a specific timeframe.
I understand that occasional delays can happen. However, my concern is that RoboCat has published a specific withdrawal processing timeframe in its own Terms and Conditions, and when that timeframe passed, I was not given a clear explanation as to why it was exceeded.
I am therefore asking AskGamblers to assist me in obtaining:
A clear explanation from RoboCat as to why my withdrawal has not been processed within the timeframe stated in section 6.15.
Confirmation that there are no outstanding verification or compliance requirements on my account.
Processing and payment of my withdrawal as soon as possible.
A clear and specific timeframe for when the withdrawal will be processed.
I have screenshots of the relevant section of RoboCat's Terms and Conditions, my withdrawal request, and the complete Live Chat conversation and can provide them as evidence.
I would appreciate AskGamblers' assistance in resolving this matter.

Resolved

€60

Casino is delaying withdrawal

I made withdrawals on July 22, 23, and 24—€1,500 in total. The funds haven't arrived; I'm just being told to wait. The terms and conditions state 1–3 banking days. Can you help? Everything should be in order, as I have inquired about the matter via emal.

Resolved

€1,500

Could you please urgently check the status of my transfer

I am writing to inquire about my payments of 1984 and 1740 PLN, which was scheduled for July 7th and second 8th. Today is July 15th, and the funds have still not arrived in my account.According to your standard procedures, the processing time should take up to 3 days. However, it has now been nearly a week of delay.Could you please urgently check the status of this transfer and inform me when I can expect the money?

Resolved

zł3,724

Delaying 1600 withdrawal and freezing 10400 balance with fake KYC excuses

I am writing to lodge a formal complaint against RoboCat Casino regarding delayed withdrawals and bad faith tactics.

I am a VIP player on this platform.

I currently have €1,600 in pending withdrawals, and a remaining balance of €10,400.05 on my account (Total winnings: €12,000.05).

My account has been fully verified since day one, and previous VIP managers (Akaza and Marysia) confirmed my status, never asking for additional documents. However, after requesting my payouts, the casino suddenly changed my VIP manager to a new person named Elianor.

She is now using delaying tactics, claiming my account is "under verification" and asking for documents. This is a clear lie.

I have attached a screenshot from my RoboCat account profile explicitly stating: "It seems that your account does not require verification. Enjoy our games!".

The casino is using false pretenses to hold my funds and delay my €1,600 withdrawals.

I request AskGamblers' urgent mediation to force RoboCat Casino to release my pending withdrawals and guarantee the safety of my total balance.

Resolved

€12,000

Continuous withdrawal cancellations

My withdrawals are continually declined - the reason being my payment provider. After dozens of emails and countless times in live chat support I keep getting the same generic answer, that it’s my bank rejecting the payment. I have sent them an email from the head of fraud operations at my bank stating quite clearly that my account is absolutely fine to receive online international bank transfers. Every question I ask is never replied to. I just need help to recover my funds, please.

Resolved

$5,576

I've been complaining to this casino for months now about delayed payments

I've been complaining to this casino for months now about delayed payments.

Back on January 2nd I won 20000 cad. In the beginning everything went smooth with payments but since February its like pulling teeth with this casino trying to get paid.

They still owe over 4000 4 months later and now been over a month since last receiving a payment. I've been on chat over 15 times and have also emailed them and the situation is just getting worse.

Resolved

$4,000

Delayed Payments exceeding time frames

I am submitting a complaint regarding delayed withdrawals from Robocat Casino.

Withdrawal details:

* $1,200 requested on April 3, 2026
* $750 requested on April 17, 2026
* $750 requested on April 18, 2026

The April 3 withdrawal has now been pending for over 4 weeks, and the withdrawals from April 17 and April 18 have also exceeded the stated processing timeframe.

I have contacted support multiple times and have only received generic responses such as “final stages” and “being processed as quickly as possible,” without any clear timeline.

My account is fully verified, and I have previously received one successful withdrawal without issue. There have been no requests for additional documents, no stated violations, and no explanation for the continued delays across multiple withdrawals.

In addition to these pending withdrawals, there is a remaining account balance of approximately $12,000 that I intend to withdraw in accordance with the platform’s withdrawal limits. The continued delays are impacting my ability to access these funds.

I am requesting confirmation of the current status of all pending withdrawals, a clear timeline for completion, and immediate processing of these withdrawals.

Thank you.

Resolved

$14,700

Delayed withdraws

Hello, I started to play with them long time ago and won a big amount. I was I think VIP Level 3 or 4 and all withdrawals came without any delay.

After a few withdraws, they set me VIP level to 1 which means max 500 Euro per day and 7000 per month.

I still keep on playing and withdrawing money, but at some point, the restriction also limited my stake limit to a few euro and since then, I have had big trouble withdrawing my money. As you maybe aware of, I am only allowed to request 500 Euro per day and you are only allowed to have 3 open withdrawals. Then it takes 2-3 weeks until you receive that money and then you have to request another 500 and so on.

They are doing this delay on purpose.

Chat and VIP support keep on telling me, it is a delay I don't have to worry and always the same standard answers and nobody will help.

Their T&C says max 3-5 working days and it always took between 10-15 working days,

My account is fully verified.

My last 3 withdrawals were requested on the 13,14 and 15th of march.

I want them to stop delaying the withdrawals and send all pending withdraws

Resolved

€6,438