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Withdrawal 12500 from 3.6.. senselessly cancelled several times due to payment gateway error... then a request by email to send a bank account for withdrawal... taking up time for withdrawal... sent bank details 5 times... in chat they said wait for a response to the email... no one responded to the email for 14 days

Výběr 12500 ze dne 3.6..nesmyslně několikrát zrušeno z důvodu chyby platební brány...poté výzva emailem o zaslání bankovního účtu pro výběr...nabrání času na výběr...5x odeslány bankovní údaje...na chatu řekli počkejte na odpověď na email...nikdo 14 dní nereagoval na email

Dear DAVES25,

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?
• Did you accumulate 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,

Kristina

12500 CZK....or 500 euros thank you

12500 czk....nebo 500 eur děkuji

Thank you for your reply. I’m very sorry, but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

They said that the withdrawal from their side has now gone...I have to wait 3-5 business days...nothing has happened yet, no money

Sdělili že vyber z jejich strany nyní odešel...3-5 pracovních dní mám čekat....zatím nic nedošlo žádné penize

There is no connection with the financial department on the chat, they have no idea what is going on, I think they answer according to some template. Since they blocked my access to the robocat account without giving a reason...request from 3.6 ...4.7. I received an email from support,

Dear David,

Thank you for contacting our support team.

After verification, we are pleased to confirm that your withdrawal has been processed and the money has been sent from our side.

It may take 3-5 business days for the funds to be credited to your account, but this time depends on the payment method used and your bank's standards.

Na chatu není žádná spojitost s finančním oddělením, nemají přehled co se děje, podle mě odpovídají podle nějaké šablony. Jelikož mi zablokovali přístup na účet robocat bez udání důvodu...žádost ze dne 3.6 ...4.7. Přišel email od support,

Vážený Davide,

děkujeme, že jste kontaktoval náš tým podpory.

Po ověření s potěšením potvrzujeme, že váš výběr byl zpracován a peníze byly z naší strany odeslány.

Připsání finančních prostředků na váš účet může trvat 3–5 pracovních dnů, avšak toto trvání závisí na použité platební metodě a standardech vaší banky.

Then I write again on the online chat if the withdrawal has been sent? Now please wait, the financial department said that it did not receive the payment details. I ask what my account balance is now...no one answers. Then I sent a screen of the email and they replied that this is just standard information about the withdrawal duration...so I don't know what is going on

Poté opětovně píšu na online chat jestli výběr byl odeslán? Nyní prosím vydržte, finanční oddělení sdělilo že nedostalo platební údaje. Ptám se jaký je nyní můj zůstatek účtu...nikdo neodpoví. Poté jsem poslal screen emailu a odpověděli že se jedná pouze o standardní informace o délce výběru...tak nevím co se děje

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Poor thing...after a month I got an email,

Thank you for contacting the Robocat.com support team.

In order for us to proceed with the manual withdrawal, we ask that you provide the IBAN of a payment method other than Revolut.

Ubohé...po měsíci mi přišel email,

Děkujeme, že jste kontaktovali tým podpory Robocat.com.

Abychom mohli pokračovat v ručním výběru, žádáme vás o poskytnutí IBAN jiné platební metody, než je Revolut.

Dear David,

Thank you for contacting our customer support team.

We hope this email finds you well.

First of all, we would like to take a moment to sincerely thank you for your patience throughout the process.

We can confirm that the information you provided has been successfully received and forwarded to the relevant department for further review.

milý Davide,

Děkujeme, že jste kontaktovali náš tým zákaznické podpory.

Doufáme, že vás tento e-mail najde dobře.

Nejprve bychom vám rádi našli chvilku a upřímně vám poděkovali za trpělivost během celého procesu.

Můžeme potvrdit, že vámi poskytnuté informace byly úspěšně přijaty a předány příslušnému oddělení k další kontrole.

New email:

David,

You have requested a withdrawal of CZK 12,501 to the specified payment system details.

Your request will be processed soon by our finance department.

Nový email:

Davide,

Požádal jste o výběr částky 12 501 Kč na uvedené údaje platebního systému.

Vaše žádost bude brzy zpracována naším finančním oddělením.

Withdrawal sent!

Výběr peněz odeslán!

Done

Hotovo

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

Dear DAVES25,

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,

Kristina