The player from Germany attempted to self-exclude from RoboCat since February 21, 2025, but received no response to her requests for account deletion and a refund of lost stakes. She continued to receive unwanted spam messages and was still able to deposit funds, which was frustrating. The issue was resolved after the casino closed her account and agreed to refund her €1,725. The Complaints Team facilitated communication with the casino, ensuring that the account was marked closed due to gambling addiction and that marketing communications ceased. The player's complaint was marked as resolved upon her request.
RoboCat Casino - Player’s account remains active despite self-exclusion request.
Amount: €1,725
RoboCat Casino
Safety Index:HighSafety Index
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Good bye,
I've been trying to get myself banned from RoboCat since February 21, 2025. I sent the last email on April 13. I would like to get back the stakes I've lost since February 21, 2025, due to my messages being ignored.
Last email from April 13, 2025:
"I would like a refund. Since they didn't delete my account. Due to my gambling addiction, I would like my stakes back from February 21, 2025!"
No response received and ignored!
Yesterday I was able to deposit another 350€.
It's just annoying...
In the chat, I'm repeatedly told to contact support via email. When I send an email, I get a message saying the email has been received and is being processed. Then it's ignored.
The spam SMS messages, which can't be blocked, don't stop either. Simply annoying.
Maybe you can help me.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear Thorsten67,
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 support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
- Has the casino responded to your refund request already? What did the casino reply?
I would recommend that you send another 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.
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
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
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2 months ago
Translation
Hello,
I sent you an email. I hope it reached you. It contains all the information.
I can still access the account,
Repeated attempts to block my account were unfortunately ignored, even after the first email.
The refund request was also mercilessly ignored.
Best regards
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Thanks for your reply and the information you provided.
- Do I understand correctly that you no longer have your requests from February 21st saved? Would you be able to supply earlier attempts to self-exclude?
- Have you attempted to recover deleted emails sent to the casino?
- When was the last time you were allowed to deposit in the casino?
- Have you sent another self-exclusion request as I advised earlier? Have you contacted live chat after your requests haven't been granted? What response have you received?
Looking forward to your reply.
Public
Public
2 months ago
Translation
Unfortunately these are not saved.
However, I have collected some that will not be processed further.
Are there other ways to send you the email?
I tried to send you an email. Unfortunately, it bounced back.
I was able to make the last deposit on April 23rd, but apparently I could still do so.
I have contacted the live chat several times, but they refer me to email support and apparently cannot process these blocking requests.
Automatic translation:
Public
Public
2 months ago
Translation
Emails available:
April 13, 2025
Repayment request - further reference to gambling addiction and blocking request
April 14, 2025
reminder to Robocat no response
April 18, 2025
reminder again no response
April 24, 2025
Not blocked, another opportunity to deposit €350 on April 23rd.
April 28, 2025
Email from Robocat request closed
03.05.2024
Robocat asked me why I wanted to close my account. Seriously????
This site is catastrophic. As I said. I'd be happy to send you screenshots if you have another email. Emails to come back.
Edit: Last possible deposit today 200€
Edited
Automatic translation:
Public
Public
1 month ago
Translation
Yesterday, May 6, 2025, RoboCat closed my account. Unfortunately, only after I received another email. The self-exclusion took 3 days. The refund request is being reviewed, and I hope for a quick response.
Amounts since February 21, 2025:
200€ 5.5.2025
350€ 23.04.2025
650€ 8.04.2025
125€ 7.04.2025
400€ 28.03.2025
Maybe you can speed things up so I can finish the topic.
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Thank you very much, Thorsten67, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.
Public
Public
1 month ago
Translation
Today I received a message that you'll probably refund me the €1,725. I hope I get the refund soon.
I'll still comment here as soon as I receive the payout. Thank you for your effort, though. I ask that you leave the complaint open until then.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Hello Thorsten67, 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. Can you please confirm that you are happy with the refund amount proposed by the casino and will sign the waiver and provide banking details as requested by them?
I’d like to invite a representative of RoboCat Casino to join the conversation and confirm the following:
- the account has been closed
- the account has been marked as "closed due to gambling addiction, do not reopen ever" or something similar
- the player will not be able to reopen this account or register a new one with the same details
- the marketing communication via e-mail and phone will cease going forward
Thank you for your patience and cooperation in advance.
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1 month ago
Translation
Yes, I agree to the €1,725. You're welcome to bring in a representative if that speeds things up. I'm overjoyed that this has been resolved, even if it took longer.
Automatic translation:
Public
Public
1 month ago
Translation
I request that this complaint be closed as resolved. No further action is required.
Automatic translation:
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Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Thorsten67,
I am very 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
