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。

My withdrawal has been pending for nine days and there is no where on the site to upload documents.

I've gone on chat and been told there is a problem with my payment provider and then they have a overwhelming amount of withdrawals.

They don't seem very transparent because I was told 3 days fir my withdrawal.

Thanks

Roberta C*****

Dear Roberta,

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 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.

Ok,thankyou for your response. I also have 4000.00 in my player account but I'm at my limit for withdrawals.

Dear Roberta,

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.

Hello,

Money is still sitting in pending and haven't been asked for any kind of documentation even though I still sent some.

I'm still getting the same messages from chat word for word.

Sending a copy of withdrawals.

Hello,

Just realized I sent you a pick of part of a recipe 😆 oops

Thank you Roberta for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks 😊

Dear Roberta,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite RoboCat Casino representative to join this conversation.

Dear RoboCat Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi Mirka,

My withdrawal has been sitting in pending for almost 3 weeks with is 2000.00 and I also have 4000.00 in my players account.

I have not been asked for verification and keep getting the same response from chat and email.

Thankyou

I appreciate you looking into this issue.

My first request was February 9.

A quick update,I was asked fir verification and they requested it twice.

They also want a picture of me with the casino website in background lol.

Dear Roberta,

Please be advised, it is a standard practise for casinos to ask for selfies with opened casino website in the background as part of the KYC process. Please let me know, when you will be able to progress in your verification process.

Thank you.

Hello,

They want a bank statement from November so I'll have to stop by my bank.

I've already sent other identity cards but they have asked for them again.

Roberta 😊

Hello,

Just a update,I sent in bank statements and selfie photos with casino app open in the background,I've sent in 5 selfies plus drivers license requested many times so I don't expect to hear anytime soon.

Good morning,

Went on chat this morning and now they just keep requesting the same documents over and over again.

The casino has requested last 6 months of bank statements which I have sent and also photo and drivers license again.

Dear Roberta,

Please notify me, when you receive any update regarding your verification process. If your documents do not get accepted, feel free to send them to miroslava.d@casino.guru for review.

Thank you for your cooperation.

Ok,thankyou I will.

Hi Mirka,

Forwarding documents that I sent to casino,I checked with chat but just keep getting asked for verification.

Thanks

Hi Mirka.

I just realized my driver's license expired,they didn't say anything in verification.

I will fix that up tomorrow.

Hi Mirka,

I sent my temporary license along with the paperwork that has to be with and they still keep wanting me to send it again.

I told the chat if they don't want to pay me out at least they could be honest about it.

I also sent the bank statement showing my deposit in February.

It's not a small amount of money so I think it's all stalling tactics.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Mirka,

At this point I'm getting asked for the same verification and I went to service Canada to update my drivers license which expires every 5 years here.

I guess I will have to be prepared for the money I won over a course of 5 weeks which has reached 9000.00 dollars.

Thanks for the update.