The player from Germany had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had extended the investigation period and requested additional documentation from the player to facilitate the review. However, due to a lack of response from the player, the complaint had been closed for the moment. The player retained the option to reopen the complaint in the future if they chose to resume communication.
RoboCat Casino - Player’s withdrawal has been delayed.
Amount: €30,000
RoboCat Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.3
RoboCat Casino has a Safety Index of 8.3, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Hello, about 4 weeks ago I was pretty lucky with Robocat and won almost €43,000. Withdrawals are only possible 3 times a week, €1,000 each (if you are at VIP level 4). I have done this regularly and have been able to make 7 withdrawals so far. The withdrawals all take over a week. Now I wanted to request the next €1,000 withdrawal today, but it doesn't work because Robocat downgraded my VaiP level (for no reason). Now I can only withdraw €800 a day, 3 times a week... I'm so annoyed and I'm asking you all to help me somehow. At this rate, it will take me at least 4 months to withdraw my winnings, which is just not fair.
I hope you can help me.
Automatic translation:
Public
PR Assistant
Public
2 months ago
Dear 7vmv45v6ys,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
2 months ago
Translation
I would like to add something to my complaint. I have deposited a very, very large amount of money with Robocat. If you want to be precise, I am addicted. This winnings are saving me from my debts, I'll be honest. That's why I depend on the payouts. Things wouldn't have gotten this far if Robocat had closed my account as I requested. I can also send them my emails to Robocat requesting that the account be closed. I'm afraid that Robocat won't pay me anything... Please help me, I need the money and then I want my account closed immediately. Given all the reasons, is there an option with your help to get the whole money paid out at once? Please don't mention the account closure for now, as I'm afraid that Robocat will then close my account and not pay out my winnings.
Edited
Automatic translation:
Public
PR Assistant
Public
1 month ago
Dear 7vmv45v6ys,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
1 month ago
Translation
I only get my payouts once a week... since you can only withdraw €1,000 a day, it drags on. The stated three-day payout time is completely incorrect. I have to wait at least a week for every payout! Unfortunately, I can't understand how this casino can get such good reviews from you.
Automatic translation:
Public
Public
1 month ago
Translation
Payouts now take more than two weeks! I haven't received a payout since May 5th.
Automatic translation:
Public
PR Assistant
Public
1 month ago
Dear 7vmv45v6ys,
Please forward a screenshot of your withdrawal tab along with the communication between you and the casino to [email protected] for further review.
Awaiting your response.
Regards,
Nick
Public
PR Assistant
Public
1 month ago
Dear 7vmv45v6ys,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
PR Assistant
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Nick
www.kpvfaw.com
