RoboCat Casino - 選手の退出手続きが遅延しています。

Hello,

Unfortunately, I've been waiting for my payout for over two weeks. For the past week, support has been telling me I'm at the top of the list, but nothing has happened.

Hallo,

Leider warte ich seit über 2 wochen auf meinen Auszahlung. Seit einer Woche sagt der Support mir ich stehe ganz oben, aber leider passiert nichts.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
• Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Attila

Hello,

KYC verification was not required. No bonus. Yes, it was my first withdrawal, but I've never had any problems with withdrawals on other sites from the same group/provider.

Hallo,

Kyc wurde nicht verlangt. Nein kein Bonus. Ja erste Auszahlung aber auf anderen Seiten von der gleichen gruppe / Anbieter hatte ich noch nie Probleme mit der Auszahlung.

Hello Casino Guru Team,

I would like to give an update on my case.

My payment of €500 via IBAN has still not been processed and has been in "processing" status for over 16 days.

The casino simply repeats that I'm "at the top of the list," but no progress is made. There's no concrete reason given for the delay.

Since the usual processing time has already been exceeded, I have the impression that the payment is being deliberately delayed.

I urge you to actively investigate the case and contact the casino directly.

Thank you so much for your support.

Best regards

[Redacted]

Hallo Casino Guru Team,

ich möchte ein Update zu meinem Fall geben.

Meine Auszahlung über 500 € per IBAN ist weiterhin nicht erfolgt und befindet sich seit über 16 Tagen im Status „in Bearbeitung".

Das Casino wiederholt lediglich, dass ich „ganz oben auf der Liste" stehe, jedoch passiert keinerlei Fortschritt. Einen konkreten Grund für die Verzögerung gibt es nicht.

Da die übliche Bearbeitungszeit bereits überschritten ist, habe ich den Eindruck, dass die Auszahlung bewusst verzögert wird.

Ich bitte euch, den Fall aktiv zu prüfen und das Casino direkt zu kontaktieren.

Vielen Dank für eure Unterstützung.

Mit freundlichen Grüßen

[Redacted]

I then requested proof of the transaction, and received a copy-pasted version of the above message... Following this, I again asked the casino to send me proof of the failed transaction and/or to pay out my money, but since then nothing has happened... no answer, just silence 🙁...

Ich habe dann einen Beweis der Transaktion gefordert, und es kam copy paste der obrigen nachricht .. daraufhin hab ich das casino erneut aufgefordert mir einen beweis für die fehlgeschlagene Transaktion zu senden und oder mir mein geld auszuzahlem aber seither passiert nix ....keine antwort stille 🙁 ...

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Sveniii,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from RoboCat Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear RoboCat Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello,

Initially, there were various excuses, but I was now asked to complete a KYC check. My data was uploaded the day before yesterday and I'm now waiting for verification.

Hallo,

Es gab erst verschiedene ausreden, jedoch wurde ich nun gebeten eine kyc Prüfung durchzuführen. Daten sind seit vorgestern hochgeladen und warte nun auf eine verifizierung

The KYC check is dragging on... I was supposed to provide transaction records for the credit card... which I did... but I redacted my account balance... I don't think they need it... but it was rejected anyway... I also asked for a selfie with my ID card because the website wasn't visible in the background... but I don't have a computer... how am I supposed to do that then??

I've never had such a strange KYC exam before...

I have no idea what to do now... it's starting to get incredibly annoying.

Die kyc prüfung zieht sich nun auch in die länge ..sollte transaktions nachweise geben der kredit karte ... hab ich gemacht .... habe aber mein kontostand geschwärzt ... ich glaube nicht das die diesen brauchen .. wurde aber abgelehnt ... selfie mit personalausweis auch weil die webseite nicht im hintergrund sichtbar war... aber ich habe kein computer .. wie soll das dann gehen ??

Ich hatte noch nie solch eine komische kyc prüfung ..... .

Keine ahnung was ich jetzt mache ... langsam nervt es tierisch

Dear Sveniii,

We would like to kindly inform you that we are checking the matter with our Verification team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Robocat Team

Hello and thank you,

Do I need to upload something again? Or are the files you have sufficient for now?

Hallo und danke ,

Muss ich erneut was hochladen ? Oder reichen die sachen erstmal die ihr habt ?

Hmm, hello? Would a withdrawal to the Visa card be easier? I don't really understand the problem.

Hmm, Hallo ? Wäre eine auszahlung zu der visa karte einfacher? Ich verstehe nicht so richtig das problem.

Hello Sveniii,

thank you for your updates. I understand that the verification process has been frustrating.

At this stage, please wait for the casino to confirm whether the documents you have already provided are sufficient or if any additional documents are required.

RoboCat Casino, could you please clarify what exact documents are still needed from the player (if any), and whether the current submission is sufficient to proceed with the verification?

Dear Sveniii

Thank you for your patience.

We kindly inform you that the transaction history was rejected because it was not submitted in the original PDF format. Please download the document directly from your provider and upload it again without taking a screenshot or changing the file type. Moreover, we are waiting a clear selfie of yours holding the front side of your id document.

Thank you for your cooperation.

Best regards,

Robocat Team

Hello everyone,

Thank you, RoboCat Casino, for the clarification regarding the required documents. Your guidance on the original PDF and the selfie with the ID is appreciated.

Dear Sveniii,

Please follow the instructions provided by the casino and submit the original PDF of your transaction history along with a clear selfie holding the front of your ID. Once you’ve done so, the verification process can move forward.

Dear Sveniii,

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.

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,
Samuel
Casino.Guru