Dear AskGamblers Support Team,
I am writing to formally submit a complaint against RoboCat Casino regarding a serious issue with my account. The email I registered with their platform is < email removed >
On December 17, 2024, I requested the closure of my account due to substantial losses I had incurred while gambling. RoboCat Casino confirmed via email that my account was closed and stated that I would need to contact them directly to reopen it.
However, on January 27, 2025, I received a promotional email from RoboCat Casino offering me 10 free spins. Unfortunately, as someone struggling with gambling addiction, this promotional offer triggered a relapse. To my shock, despite my previous request to close my account, I was able to log in, deposit funds, and gamble. Over the course of two days, I lost approximately 350,000 HUF.
This situation has caused me significant financial and emotional distress. I explicitly requested the closure of my account, and RoboCat Casino confirmed its closure. Allowing access to a closed account, combined with sending promotional material, is a clear violation of responsible gambling practices and demonstrates a disregard for player protection policies.
If needed, I can provide evidence of the promotional email I received and the confirmation email from RoboCat Casino that stated my account was closed. Please let me know if you require these or any other documentation to proceed with the investigation.
I kindly request the following actions:
A thorough investigation into how RoboCat Casino reactivated my account without my consent.
A reimbursement of the 350,000 HUF lost during this period.
Assurance that my account remains permanently closed and that I will receive no further promotional emails.
I am seeking your assistance to hold RoboCat Casino accountable for their actions and ensure they comply with responsible gambling standards. Please let me know if you require any additional information or evidence to proceed with this complaint.
Thank you for your time and support in resolving this matter.
Sincerely,
< full name removed >