RoboCat Casino - プレイヤーのアカウント閉鎖が延期されました。

Dear Casino Guru Team,

I would like to file a complaint against Robocat Casino regarding their failure to act on my repeated requests for account closure due to gambling-related concerns.

I first contacted the casino on 26 May 2026, clearly asking them to close my account. As I did not receive a proper response or an immediate closure, I contacted them again on 27 May 2026, repeating my request in clear terms.

When my account was still open, I sent a third request on 29 May 2026, again asking for my account to be closed.

Despite these repeated and unambiguous requests, Robocat Casino did not close my account until the evening of 30 May 2026.

During this period, my account remained fully accessible, allowing me to continue depositing and gambling. This would not have been possible if the casino had acted promptly on my first request.

I have copies of all emails sent on 26, 27, and 29 May, as well as the casino's confirmation that my account was finally closed on 30 May.

I believe that a responsible gambling request should be handled without unnecessary delay, especially when it is repeated several times over multiple days.

I respectfully ask Casino Guru to investigate this matter and request that Robocat Casino refund the deposits I made after my first self-exclusion request on 26 May 2026, as these losses occurred only because the casino failed to close my account in a timely manner.

Thank you for your time and assistance.

Kind regards,

Elis ****

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Dear elvi97;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

• Is there any previous communication between you and support suggesting that the casino should have protected you from depositing and playing?
• If there is any further evidence to support your complaint, forward it to my email at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas