The player from Germany had requested a withdrawal of 1000€ two weeks prior, but the payments had not been processed. Despite multiple inquiries about the delay, he received the same response regarding 'internal difficulties' and was subsequently banned from playing. The Complaints Team intervened, and after further communication with the casino, the player received a payout of 500€ and subsequently completed his other withdrawal as well. The issue was then marked as resolved.
RoboCat Casino - Player's withdrawal is delayed and account is banned.
Amount: €1,000
RoboCat Casino
Safety Index:HighSafety Index
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Good morning,
I had a bit of luck and in this casino on
5.3.2025 500€
6.3.2025 500€
Trying to take off
So far, both payments have not been processed.
When I ask several times, I always get the same answer....
"Internal difficulties"
Yesterday again the same answer
Only this time I was apparently banned from playing any more...
I hope someone can help me to get the 1000€ paid out quickly.
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 months ago
Dear Kanixx,
Thank you very much for submitting your complaint.
I’m sorry to hear that you’re facing difficulties withdrawing your winnings.
To better understand your case, could you please clarify the following details?
- Have you successfully withdrawn money from this casino before, or is this your first withdrawal attempt?
- Did the casino provide any specific reason for delaying your withdrawals other than "internal difficulties"?
- Have you completed the account verification process (KYC), and if so, when?
- Do you still have access to your casino account, or has it been completely restricted?
- Did you use any bonuses while playing, or were the winnings from regular gameplay?
If you have any relevant communication with the casino (emails, chat transcripts, or screenshots), please feel free to forward them to [email protected] so we can review them.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 months ago
Translation
I haven't withdrawn anything yet.
No, they just said internal difficulties and that they prioritize my payout, but I don't actually expect that
I was able to verify and I didn't need to yet... I wanted to but I was told that I didn't need to
The winnings were earned completely without bonuses, so out of my own pocket
Kind regards
Automatic translation:
Public
Public
3 months ago
Translation
It just occurred to me that I was also promised that the payout would be given "top priority" and that I would receive a confirmation email from the finance department.
This email is now a week overdue.
I find it very unfortunate that it takes so long and I feel cheated
Automatic translation:
Sensitive attachment
Sensitive attachment
3 months ago
Translation
That was today
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 months ago
Thank you very much, Kanixx, for providing all the necessary information. I will now transfer your complaint to my colleague, Martin ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Hello Kanixx,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.
Best regards
Martin
Public
Public
3 months ago
Translation
So playing works again but the payout is still not made
Automatic translation:
Public
Public
3 months ago
Translation
I have just received a payout of 500€ via visa
Automatic translation:
Public
Public
3 months ago
Translation
Both payouts are now complete....
I have now won 3,500€ ?? hope it doesn't take sooooo long until the payout this time
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 months ago
Dear Kanixx,
We're glad to hear that your issue has been dealt with. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you encounter further issues with your current balance or while playing in any other casino in the future, 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,
Martin
www.kpvfaw.com
