RoboCat Casino - Hráč požaduje vrácení peněz po problému s uzavřením účtu.

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