Das Casino verweigert mir trotz ausdrücklicher bitte mein Konto zu schlie?en dies zu tun. Ich habe so lange wie m?glich geschafft nicht einzuzahlen, bin dann aber aufgrund meiner Sucht nach zu langer Zeit und der Verweigerung mein Konto zu sperren doch schwach geworden und habe immer wieder eingezahlt. Stand jetzt ist mein Konto immer noch nicht geschlossen. Der Live Support ist bereits seit Tagen offline, auf E-Mails wird selten reagiert und wenn, wird das Konto nicht geschlossen.

Dear CasinoDino,

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.

• Do I understand correctly the casino didn't close your account and allowed you to deposit and play despite you informing them about your gambling issues?
• Could you please explain when was the last time you deposited in the casino?
• Do I understand correctly you first informed the casino on March 2nd?

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

Best regards,

Tomas

Hallo Thomas,

erstmal m?chte ich Ihnen für die Hilfe danken. Hier meine Antworten auf Ihre 3 Fragen.

1. So traurig wie es ist: ja - ich informierte das Casino seit dem 02.03.2025 über meine Sucht und die bitte mein Konto zu schlie?en.
2. Gestern am 06.03.2025 war meine letzte Einzahlung.
3. ja, siehe Antwort 1

Für mich ist es ein no Go für ein Casino die Spielsucht so auszunutzen und mich st?ndig weiter einzahlen zu lassen. Wieso das Casino mit 8.9 bewertet ist, ist mir bis jetzt noch v?llig unklar.

Update:

my Account got closed

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

Hello CasinoDino, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. I have reviewed your evidence, and just to make sure I understand the whole situation - the 600€ in question - is it your deposit made on 06/03, or overall balance by the date your account got finally closed?

Meanwhile, I’d like to invite a representative of RoboCat Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with confiscating the balance of the player who needed to self-exclude due to the gambling problem and clarify the situation?

Such rule goes against our Fair gambling Codex, therefore I would recommend not only to refund the player's balance, but also considering deleting this part of the T&C agreement.

Thank you for your patience and cooperation in advance.

Erstmal m?chte ich mich herzlich für die Unterstützung bedanken. Bei dem Betrag handelt es sich um Einzahlungen summiert welche ich get?tigt habe nachdem ich das Casino über meine Spielsucht informierte sowie genug Zeit war mein Konto zu schlie?en.

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.

Update:

Es hat sich niemand von dem Casino bei mir gemeldet und ich aber auch kein Geld vom Casino erhalten. Sehr entt?uschend sowas von einem so gut bewerteten Casino zu sehen.

Sicherheitsindex muss hier hinterfragt werden und neu bewertet werden.

Dear CasinoDino, can you please confirm no comms hav been sent to you by now? If so, I will escalate the issue on our end, to see what can be done. Thank you.

Hallo Matej, ja kann ich best?tigen.

Thank you very much. I have escalated the issue to the head of the department, hopefully they respond in time, otherwise we will have to close this case as unresolved.

Dear CasinoDino,

We are sorry to hear about for your experience.  

We have escalated your request and we will share an update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

RoboCat team.

Dear RoboCat team, please let us know as soon as you have any details to share.

The sooner the account gets closed and the deposits refunded the better, and we can also help with re-wording of the unfair Terms & Conditions, if you would like.

Dear CasinoDino,

We would kindly request to provide us your bank details requested via email in order to proceed with your payment.

Thank you for your cooperation.

Kind Regards,

RoboCat Casino Team

Hallo Robocat,

erstmal vielen Dank für Ihre Rückmeldung. Ich habe Ihnen alle Informationen als Antwort auf Ihre E-Mail gesendet. Sobald das Geld auf meinem Konto eingegangen ist, werde ich die Informationen unverzüglich hier mit Ihnen teilen.

Viele Grü?e

Franz

Seems like things are finally moving up! :)

Thanks to RoboCat Casino Team for picking this up, and dear CasinoDino, please let us know once you have received the payment, and whether the complaint can be then closed as resolved. Thank you.

Hallo zusammen,

heute wurde der Betrag meinem Konto gutgeschrieben. Ich muss hier betonen, dass das Verhalten von Robocat sehr professionell empfinde. Danke auch an Casino guru!

Dear CasinoDino,

I am super happy to hear that your issue has been resolved, and would like to thank RoboCat Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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,

Matej

www.kpvfaw.com