Complaint #12
RoboCat Casino
Withdrawals blocked with no reason
1 year ago
I opened my RoboCat account on January 16, 2025 (see attachment no. 1).
At the beginning of February, although I had already made a few withdrawals, the operator decided to block all withdrawal solutions on my account (see attachment no. 2).
I then contacted the operator's live chat on numerous occasions, each time indicating that my request had been forwarded to the relevant team and that I would receive a detailed response by email (see attachment no. 3 dated March 12, 2025, see attachment no. 4 dated March 26, 2025). Each time, I never receive a reply by email.
On April 8, 2025, I decided to write an email to ask why withdrawals are blocked on my account and why I never receive an answer by email as I was promised after contacting the live chat. I received a reply to this email on April 20 telling me that my account had passed the verification process and was active without telling me why withdrawals were blocked. I replied to this e-mail to ask for an explanation, but never received a reply (see attachment n°5 on the e-mail exchange in question).
At the end of April, after having contacted the live chat for the umpteenth time to find a solution, the agent told me that I had to provide them with a bank statement proving the deposits made on the account (see attachment no. 6). I sent them the requested document on April 27 (see attachment no. 7).
After contacting the live chat to find out whether the document had been validated, I was told that it had and that everything was in order on my account. However, withdrawals are still blocked and it's still impossible for me to make any withdrawals (as shown on attachment no. 2).
I'm making this complaint so that the withdrawals can finally be unblocked on my account and I can get my money back.
Thank you in advance for your help.
At the beginning of February, although I had already made a few withdrawals, the operator decided to block all withdrawal solutions on my account (see attachment no. 2).
I then contacted the operator's live chat on numerous occasions, each time indicating that my request had been forwarded to the relevant team and that I would receive a detailed response by email (see attachment no. 3 dated March 12, 2025, see attachment no. 4 dated March 26, 2025). Each time, I never receive a reply by email.
On April 8, 2025, I decided to write an email to ask why withdrawals are blocked on my account and why I never receive an answer by email as I was promised after contacting the live chat. I received a reply to this email on April 20 telling me that my account had passed the verification process and was active without telling me why withdrawals were blocked. I replied to this e-mail to ask for an explanation, but never received a reply (see attachment n°5 on the e-mail exchange in question).
At the end of April, after having contacted the live chat for the umpteenth time to find a solution, the agent told me that I had to provide them with a bank statement proving the deposits made on the account (see attachment no. 6). I sent them the requested document on April 27 (see attachment no. 7).
After contacting the live chat to find out whether the document had been validated, I was told that it had and that everything was in order on my account. However, withdrawals are still blocked and it's still impossible for me to make any withdrawals (as shown on attachment no. 2).
I'm making this complaint so that the withdrawals can finally be unblocked on my account and I can get my money back.
Thank you in advance for your help.
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