RoboCat Casino - 当該プレイヤーは出金が遅れていると考えています。

Hello, I have won a prize of €2,600. I have made 3 withdrawals of €500 due to limits that cannot be exceeded, and I have left another €1,100 in the account for future withdrawals. Two weeks have passed and nothing has happened. I contacted customer service and they say they are working on it, that they have a high volume, that my withdrawals have been prioritized, but everything is still stopped. I have screenshots of conversations and emails and of course of the pending withdrawals. Please help me. I remain at your disposal for anything you need. Thank you in advance.

Hola he conseguido un premio de 2600€, he realizado 3 retiros de 500€ por limites no se puede más, y otros 1100€ he dejado en la cuenta para futuros retiros, pues han pasado 2 semanas y nada , contacto con atención al cliente,y dicen que están trabajando en ello, que tienen un alto volumen, que mis retiros se han priorizado, pero sigue todo parado. Tengo capturas de conversaciones y correos y por supuesto de los retiros pendientes, por favor ayúdenme, quedo a vuestra disposición para cualquier cosa que necesitéis. Gracias de antemano

Dear player,

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 the 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.

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 already offered to ask if they needed any additional documentation for my verification, and they said no. I have the screenshots of the conversation. I'll wait and get back to them early next week and let you know their response. Thank you.

Ya por mi parte ofrecí si necesitaban alguna documentación adicional para mi verificación y me dijeron que no, tengo las capturas de pantalla de la conversación, esperaré y los volveré a contactar a principios de la siguiente semana, y os haré saber su respuesta. Gracias

Hello, I'm adding another new response I received via email,

They tell me to be patient, that the financial department is taking my requests with the highest priority and that they don't need any additional documentation and that my account is in perfect condition, but the days go by and my money remains with them.

Hola añado otra nueva respuesta que he tenido por correo electrónico,

Dicen que tenga paciencia que el departamento financiero está tomando mis solicitudes con la máxima prioridad y que no necesitan ningún tipo de documentación adicional que mi cuenta se encuentra en perfecto estado, pero los días pasan y pasan y mis dinero sigue con ellos

Dear player,

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.

Good afternoon, thank you for your response. I've received the same response to all my emails. My requests have the highest priority and my account is in perfect condition. However, the withdrawals have been pending for two weeks now. I look forward to your response with whatever you need. Thanks in advance.

Buenas tardes , gracias por vuestra respuesta, todo sigue igual la misma respuesta en todos mis correos, que mis solicitudes tienen la máxima prioridad, que mi cuenta está en perfecto estado, pero los retiros siguen pendientes desde hace ahora 2 semanas. Espero vuestra respuesta con lo que necesites. Gracias de antemano

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.



This is the new answer today.

Está es la nueva respuesta de hoy.

Dear player, could you please confirm whether you have received any of the pending withdrawals yet?

If yes, have you already requested a withdrawal of the remaining balance from your account?

Good morning, I still haven't received anything. On August 7, I contacted the chat, and the information I received told me that my withdrawals had gone through the verification process, that the delay was due to making several transactions so close together, and that I would receive them in the next few business days, but nothing. I'm sending you the conversation and also an email from yesterday.

Buenos días aún no he recibido nada, el dia 7/08 contacté con el chat y la información que recibí me dijeron que mis retiros habían pasado el proceso de verificación,que la demora se trataba por realizar varias transacciones tan seguidas en el tiempo y que en los próximos días hábiles los recibiría, pero nada. Le mando la conversación y también le envío un email de ayer.

I contacted the chat again today and this was the response.

He contactado nuevamente con el chat hoy y está ha sido la respuesta

Hello, I still haven't received my withdrawals after 25 days. This was their response yesterday.

Hola sigo sin recibir mis retiros despue de de 25 días , esta fue la respuesta por parte de ellos de ayer

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Thank you very much for your attention and time. I look forward to hearing from your colleague. Best regards.

Muchas gracias por su atención y tiempo, espero las noticias de su compañero. Saludos

Hello, it's been 4 weeks and I still haven't received my withdrawals. I contacted them and this was their response.

Hola han pasado 4 semanas y sigo sin recibir mis retiros, he contactado y está ha sido su respuesta

I await your response

espero vuestra respuesta

On the other hand, I send an email and they tell me that my account is in perfect condition, unlike in the chat where they blame it on the verifications that must be passed.

Por otro lado envío un correo electrónico y me dicen que mi cuenta se encuentra en perfecto estado, no como en el chat que hacen la culpa a las verificaciónes que se deben pasar.

Dear Lobisfc,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from RoboCat Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear RoboCat Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello Kubo, nice to meet you and thanks for your help. The latest update is that I sent an email yesterday, and I haven't received a reply. My problem is with some pending withdrawals. It's been exactly one month since my first withdrawal request, and I haven't heard anything. I'm at your disposal for anything you need. Thank you.

Hola Kubo encantado de saludarte y gracias por tu ayuda, la última actualización es que mandé un correo ayer mismo, y ni me han contestado, mi problema es con unos retiros pendientes ,hoy mismo hace un mes exacto desde la solicitud de mi primer retiro, y no tengo noticias,estoy a tu disposición para cualquier cosa que necesites. Gracias

Dear All,

Thank you for reaching out to us.

We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best regards,

Robocat Casino Team

Good afternoon, I understand the processes, but not the times. I have been waiting for a month without any information. In fact, I was told two weeks ago that my withdrawals had passed the verification process and would be processed in a few business days, but that has not been the case. Please, I would like my case to be expedited for real, not as I have been told it would be for several weeks. Thank you.

Buenas tardes , entiendo los procesos, pero no los tiempos , llevo 1 mes esperando sin ninguna información, de hecho se me afirmó hace 2 semanas que mis retiros habían pasado el proceso de verificación y en unos días hábiles serían procesados, y no ha sido así, así que por favor me gustaría que mi caso se agilizara de verdad, no como se me ha informado que se haría desde hace varias semanas. Gracias

Good morning, I just received one withdrawal. I still have two pending withdrawals of €500, and €1,100 in my account to request. I hope everything can be expedited as quickly as possible. Thank you.

Buenos días, acabo de recibir sólo un retiro, todavía tengo pendientes 2 retiros de 500€ , y 1100€ en la cuenta por solicitar, espero que se agilice todo lo máximo posible. Gracias

Hello, I just received the third withdrawal that I had pending from a month ago. Now I have requested 3 more withdrawals again. I hope the deadlines are met this time.

Hola acabo de recibir el tercer retiro que tenía pendiente de hace un mes,ahora tengo solicitado nuevamente 3 retiros más, espero que está vez se cumplan los plazos

Dear Lobisfc,

Thank you for keeping us updated about the processing of your withdrawals. Could you please clarify how much funds you still have left in your account to withdraw?

Thank you!

Hi, I have three pending withdrawals: two for €500 and one for €100. I hope these don't take a month and are processed in the correct timeframe. Thank you.

Hola pués tengo pendiente 3 retiros , 2 de 500€ y uno de 100€ , espero que estos no tarden un mes y sean procesados en los tiempos correctos. Gracias

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lobisfc,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo