RoboCat Casino - Spieler fordert Rückerstattung nach Kontoschließung.

Hello,

On March 20, 2025, I notified the casino that they should immediately block or close my account. I was then asked to send an email to support and request closure. Nothing happened.

Of course, I continued playing and deposited 600 euros. Now I want to get these 600 euros refunded.

Hallo,

ich habe am 20.03.2025 dem Casino mit geteilt das sie sofort mein Konto sperren bzw. schliessen sollen. Ich sollte darauf hin eine Mail an den Support schreiben und um Schließung bitte. Es passiert nichts.

Ich habe natürlich wieder weiter gespielt und 600 Euro eingezahlt. Jetzt möchte ich diese 600 Euro erstattet bekommen.

Dear Uschi,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

In the communication you provided there is no reason given for the account closure.

• Could you please specify the reason for closing your account?
• Have you requested a refund from casino support already? Have you received any response?

Thank you very much in advance for your reply and cooperation.

Best regards,

Tomas

Hello,

No, I haven't received the money back yet. I wanted a self-exclusion and wanted my account blocked.

Hallo,

nein ich habe das Geld noch nicht erstattet bekommen.Ich wollte einen Selbstausschluss.Und wollte mein Konto sperren lassen.

Thanks for the explanation.

• Could you please share your self-exclusion attempts you sent to the casino with me? My email is tomas@casino.guru
• Have you unsubscribed from the casino's marketing communication?

If your account is not yet closed, please send a new self-exclusion request, but this time, include me in the copy of the message.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RoboCat Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is related to my gambling problems / unrelated to any gambling problems (choose what applies)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@robocat.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thank you in advance.