Casino does not comply to my 6 requests to close account - self exclude for gambling addiction. This casino has no regards for responsible gambling. First request was Mar 10th which they replied to asking for reasons I wished to cancel.

I am not looking for refunds just to have my account closed.

Dear Stumiester61,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re facing. To better understand your situation and provide the most effective assistance, I’d like to clarify a few details.

• Could you confirm whether you mentioned gambling addiction as the reason for your account closure for the first time in your email dated 12 March?
• What was your account balance at the time you disclosed your gambling addiction?
• When was the last time you received any communication from the casino?

Your cooperation will help us assess your case more thoroughly. I appreciate your time and look forward to your response so that we can work toward a resolution.

Best regards,

Veronika

Yes it was the 3rd request on Mar 12th that I mentioned gambling addiction ( I read on your site you need to state this. iGaming online casino sites in Ontario allow you to set gambling limits/losses and provide instant self exclusion link with no reason required) .

Account balance was $0

Mar 13th was last communication from casino asking again to confirm closure.

Thank you for your reply. Since another week has almost passed, could you please confirm whether the casino has finally closed your account as requested?

Here is latest contact from casino which I already confirmed to close as is on Mar 13th. I replied again Mar 22nd okaying closure but account not closed yet as of Mar 24th.

Diego L. (Robocat)

22 Mar 2025, 00:09 EET

Dear Stuart,

 Thank you for reaching out to me.

 Please be advised that I have just been assigned as your new VIP manager, the person that should have handled your request is no longer working with us, so please excuse us for the delay.

We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.

Please, confirm your decision and acknowledgment by replying to this email.

 Should you have any further questions, feel free to contact me directly via email at [email protected] or via WhatsApp at +507 6757 9570.

 Best regards,

 Diego L.

VIP Account Manager

WhatsApp: +507 6757 9570

Robocat

Thank you very much, Stumiester61, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Stumiester61,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear RoboCat Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Robocat continues to disregard requests to close account - today they sent me a bonus email ????????

Worst casino in the world for caring about responsible gambling - you should not be supporting this casino with positive reviews.

Stu

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 your patience.

We're deeply sorry for the inconvenience caused , kindly be informed that customer gaming account is permanently closed and all marketing communication has been turned off.

We hope this resolve the issue for you.

Best Regards

Robocat Team

Thank you, RoboCat Casino, for the update.

Dear Stumeister61,

Can you confirm this, so we can close this complaint in our system as resolved?

Yes login is restricted showing account is under review (not saying permanently closed).

Thanks for your help - I would not recommend this casino who thinks they can control whether you can close your account or not, they would never get approved by iGaming that ensures responsible gambling in Ontario, Canada.

Regards,

Stu

Dear Stumiester61,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

www.kpvfaw.com