RoboCat Casino - 出金リクエスト後にプレイヤーのアカウントが閉鎖されました。

I first created an account with robocat, deposited the first time and only made a small profit, requested a withdrawal and it took 6 days to receive it in my account. But recently I made another deposit with a bonus and managed to win a jackpot of more than 5000 euros, I managed to play and complete the rollover of the bonus, I requested a withdrawal of 500 euros but the site closed my account and , without explaining why. So let's say the site doesn't pay its users when they win a big prize.

Primeiramente criei a conta no robocat, depositei a primeira vez e obtive somente um pequeno lucro, solicitei o saque e levou 6 dias para que eu recebesse na minha conta. Mas recentemente realizei outro depósito com bônus e consegui ganhar um jackpot de mais de 5000 euros, consegui jogar e completar o rollover do bônus, solicitei um saque de 500 euros mas o site encerrou a minha conta e , sem me explicar o motivo. Então digamos que a site não paga os seus usuários quando obtém um grande prêmio.

Hello,

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 how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you passed account verification in the casino? Were you asked to supply any documents required to complete it?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I was a player for about a month or more, I received an email on 07/02/2025 informing me that my withdrawal was canceled, but they don't give any reason, I tried to access my account shortly after, but I received a message informing me that my account is under analysis, when I contacted support I was informed that my account was closed by decision of the administrative department and I was told to contact them via email to find out the reason, but they haven't answered me so far, but in a way I would only learn the supposed reason they invented for not paying my winnings. The game in which I received the grand prize of 5324 euros was beheaded by the provider NoLimitCity. I wasn't asked for KYC. I contacted support to see if they could verify my account, but they told me it wasn't necessary.

Fui jogador por cerca de um mês ou mais, recebi um e-mail na data 02/07/2025 informando que que o meu saque foi cancelado, mas não informam nenhum motivo, tentei acessar a minha conta logo após, mas recebi uma mensagem informando que a minha conta está em análise, quando entrei em contato com o suporte fui informado que a minha conta foi encerrada por decisão do departamento administrativo e fui informado para entrar contado via e-mail para saber o motivo, mas não me responderam até o presente momento, mas de certa forma eu só ficaria sabendo o suposto motivo que eles inventaram para não pagarem os meus ganhos. O jogo que recebi o grande prêmio de 5324 euros, foi beheaded do provedor NoLimitCity. Não me foi solicitado o KYC, Entrei em contato com o suporte para ver a possibilidade para verificar a minha conta, mas me informaram que não seja necessário.

Thanks for the explanation.

Have you received any follow-up explanation from the casino support?

If you have, please share it with me for review. My email is tomas@casino.guru

Looking forward to your reply.

The only reply I received was that my account had been closed by the administrative department.

A única resposta que recebi foi a que minha conta foi encerrada por conta do setor administrativo.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Betovo Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear all,

We are currently gathering all the necessary details regarding this case and will update you accordingly as soon as possible.

Kindest regards,

RoboCat.com

Daer RoboCat Casino, do you have any update?

Dear Pavel,

We have sent you an email.

Kind Regards,

RoboCat

Dear RoboCat Casino, can you please re-send me your original e-mail with pictures as attachments? I cannot see, open or download them from you first message.

Dear Pavel,

I have sent another email with the files attached.

Let me know if you need anything else from our side.

Robocat

Dear vinicius_bastos, we have received sufficient evidence from the casino that confirms that you have delayed game rounds with bonus funds to then cash out such bets as real money and this way tried to bypass bonus wagering requirement. This is an unfair practice, therefore, I must reject your complaint.