Queja #14 RoboCat Casino

Withdrawals blocked with no reason

Por flodel06

hace 1 año

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.

Casino en conflicto RoboCat Casino

Motivo Pago rechazado

Cantidad $4124

Discusión

AskGamblers

• Support Team

hace 1 año

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

flodel06

hace 1 año

I confirm that my issue has been resolved and that the withdrawals have unlocked and are currently available on my account.
Thanks for the cooperation.

AskGamblers

• Support Team

hace 1 año

Dear @flodel06,

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

hace 1 año

Dear FLODEL06,

Thank you for providing us with your bank statement. We can gladly confirm that your account has been successfully verified.

We appreciate your cooperation.

Best regards,
Robocat team

Estadísticas de quejas de RoboCat Casino

Resueltas 20 / 22

Cantidad promedio $3,035

Duración media de quejas 5 días

Tiempo de respuesta promedio 2 días

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Retiros pendientes

Buenas, tuve ganancias por 2600€ en el casino Robocat, hice 3 retiros de 500€, los días 20/07, 21/07, 22/07, dejando 1100€ en la cuenta ya que los límites de retiros son esos, pasado un mes todavía siguen revisando mis retiros, he escrito muchas veces a través de correo y chat, primeramente tenían un alto volumen de solicitudes, pero que a mis retiros se le estaba dando prioridad, me dicen que mi cuenta está en perfecto estado ya que me ofrecí si necesitaban algún tipo de documentación para le verificación de la cuenta u otro requisito, sigo mandando correos y la respuesta es que están trabajando activamente en ello que tenga paciencia y poco mas y llevo un mes así. Tengo capturas de saldo , retiros conversaciones, correos, actividad de juego, y de todo, espero podáis ayudarme de alguna manera. Espero vuestra respuesta, gracias de antemano

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Retiro de dinero de la cuenta

Hola, quisiera poner una queja al casino robocat.com, ya que hice tres retiros los días 27-03-205,1-04-2025 y 2-04-25 y aún estoy a la espera de que lo verifiquen y por mucho que hablo con ellos, no me dan ninguna respuesta.
No puede ser que estén casi un mes para verificar el retiro de dinero de mi cuenta.

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Llevo casi tres semanas intentando hacer un retiro en el casino, y la experiencia ha sido frustrante. Cuando realicé mis depósitos, mi cuenta no requería verificación. Sin embargo, tras solicitar mis retiros, tardaron más de una semana en procesar uno de ellos, de 500 euros, y con los otros dos que tengo pendientes, de repente me solicitaron verificar mi cuenta.

Aunque mi información personal, como el selfie y el DNI, se verificaron sin problema, el proceso para verificar mi dirección se ha convertido en un calvario. He enviado facturas de TV, comprobantes de compras, documentos del ayuntamiento y del gobierno, pero nada les parece suficiente. La verificación sigue sin completarse y, por supuesto, los dos retiros restantes de 500 euros cada uno tampoco han sido procesados.

He contactado al servicio de atención al cliente unas 20 veces a través del chat, y siempre me dicen lo mismo: que están trabajando en ello y que se pondrán en contacto conmigo. También he enviado correos electrónicos, pero no obtengo respuesta. Sigo sin mi dinero y con la sensación de haber sido estafada, ya que inicialmente me dijeron que mi cuenta no necesitaba verificación hasta que solicité los retiros. Procesaron uno, pero ahora parece que buscan excusas para no entregarme los otros dos.

No sé qué más hacer. Estoy enviando nuevos documentos con mi dirección todos los días, pero ninguno es aceptado. Necesito una solución, pero el casino no está respondiendo ni resolviendo la situación.

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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.

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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.

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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.

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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.

58h Restantes

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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

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Self excluded but they reopened my account

I am writing to formally submit a complaint against RoboCat Casino regarding a serious issue with my account.

I am completely distressed and still won’t close my account

15 October 2025, I requested the closure of my account due to substantial losses I had incurred while gambling. RoboCat Casino kept offering me bonuses or tools. I replied twice and said no, I have a gambling problem, and I wanted full account closure.

However, on 31 March 2026, I received a promotional email from RoboCat Casino with €7 bonus. 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 few days, I lost approximately €3300

On the first day of gambling I managed to win some of the money back. I reached on live chat and emails begging them to put tools in place and asking if I could take a break whilst I waited for my withdrawal all of these emails were ignored.

Of course as a gambler does and I knew it was going to happen I continued to play and deposit more money, then tried to withdraw and asked them via email and chat to block me.

Each time I went to live chat it was rare that someone was available despite the site saying 24/7.

Eventually when I did connect on live chat they advised my account was reopened as a technical error however I should email complaints team and request refund and the relevant team would process it.

I sent an email as advised and their response was that I cancelled my pending withdrawals and my balance was 0.06c then regarding.

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I would like my account to be closed ASAP and all my deposits refunded and for them not to try to lure me in again .

I have blockers on my banking but when you deposit they don’t go through as casino instead it’s a different merchant’s name.

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.

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I contacted live support multiple times. Initially, I was told that my withdrawal was “being processed by the financial department.” However, in a later message, support confirmed that there is no verification request or active processing on my account.

This is clearly contradictory and raises serious concerns about the legitimacy of the delay.

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• Support continues to provide generic and inconsistent responses

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