I have faced a problem with the robocat casino while I had requested exclusion and I thought it had been closed due to addiction, I had emphasized this more than once and other times in the past, they ignored me normally until I lost about 2000 euros yesterday without being able to control myself because I am sick, it is really unfair, criminal and anti-commercial to have such behavior towards the customer, in any casino I have requested exclusion due to addiction, I did not have a problem only with robocat, it is unfair that there is not even the minimum protection of the player from this bad addiction, you will see it in the attachment that I sent you on June 16 I desperately requested closure due to gambling addiction and they wrote me, these 2000 euros were taken unfairly and I will act in any way legally I can, thank you I also have another older file with a request for closure and they wrote to me again.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• Could you please specify when was the frist time you asked the casino to protect you from further gambling?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is still open, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RoboCat Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

If you have issues with a self-exclusion from other online casinos, first, I would recommend you check and use our Self-exclusion assistance tool: http://www.kpvfaw.com/global-self-exclusion-initiative/assistance-tool

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: www.kpvfaw.com will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from www.kpvfaw.com and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.