RoboCat Casino - L'account del giocatore è stato chiuso ma continua a ricevere promozioni.

I am filing this dispute to report a serious breach of responsible gambling rules by RoboCat casino, and to request a refund of deposited amounts.

I had a RoboCat account and, due to issues with the game, I requested its closure. On September 25th, I received written confirmation that my account was permanently closed. I have a copy of that confirmation.

Despite this, even after the casino's closure, I continued to receive phone calls, emails, and promotional messages. I tried to stop these communications by blocking emails, marking them as spam, and ignoring calls, but without success.

In one of these emails, I was offered a €100 bonus, which I accepted, although it was never credited to my account and it was never officially reopened. However, the promotional messages continued.

This persistent contact following a permanent closure had a direct negative impact on my gambling addiction. I believe that basic obligations regarding responsible gambling and the protection of vulnerable individuals were violated.

After months of receiving these communications, and during a moment of personal weakness, I relapsed and started gambling again, making deposits totaling €700. I understand that this relapse was a direct consequence of the casino's continued encouragement to gamble, despite a previous permanent closure.

For all the above reasons, I request:

The full refund of the €700 deposited

RoboCat's actions should be investigated

I request that my data be permanently removed from any promotional database.

I can provide evidence of the permanent closure and subsequent contact if necessary.

Presento esta disputa para denunciar un incumplimiento grave de las normas de juego responsable por parte del casino RoboCat, así como para solicitar la devolución de los importes depositados.

Tuve una cuenta en RoboCat y, debido a problemas relacionados con el juego, solicité su cierre. El 25 de septiembre recibí confirmación por escrito de que mi cuenta quedaba cerrada de forma permanente. Dispongo de dicha confirmación.

A pesar de ello, tras el cierre definitivo, continué recibiendo llamadas telefónicas, correos electrónicos y mensajes promocionales por parte del casino. Intenté detener estas comunicaciones bloqueando correos, marcándolos como spam e ignorando llamadas, sin éxito.

En uno de estos correos se me ofreció un bono de 100 €, el cual acepté, aunque nunca fue acreditado ni se reabrió oficialmente la cuenta. Sin embargo, los mensajes promocionales continuaron.

Este contacto insistente tras un cierre permanente tuvo un impacto negativo directo en mi problema de adicción al juego. Considero que se incumplieron las obligaciones básicas de juego responsable y de protección a personas vulnerables.

Tras meses de recibir estas comunicaciones y en un momento de debilidad personal, recaí y volví a jugar, realizando depósitos por un importe total de 700 €. Entiendo que esta recaída fue consecuencia directa de la inducción continuada al juego por parte del casino, pese a existir un cierre permanente previo.

Por todo lo anterior, solicito:

La devolución íntegra de los 700 € depositados

Que se investigue la actuación de RoboCat

Que se eliminen definitivamente mis datos de cualquier base de datos promocional

Puedo aportar pruebas del cierre permanente y del contacto posterior si es necesario.

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Dear Annagarcia69,

Thank you very much for submitting your complaint. We are sorry to hear about the difficulties you have experienced.

To help us better understand the situation and investigate your case effectively, we kindly ask you to provide clarification on the following points:

• Can you log in to your account now?
• Can you provide a copy of your self-exclusion or permanent account closure request, submitted due to gambling-related problems, as sent to the casino?
• Please confirm whether the €700 in deposits were made on the same account that was permanently closed, or on a new account created after the closure.
• After your account was permanently closed, did you explicitly request that all marketing and promotional communications be stopped, or assume that marketing would stop automatically as part of the permanent closure?

Your cooperation in providing this information will assist us in reviewing the matter thoroughly and working toward a resolution.

We appreciate your time and look forward to your response.

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Petra,

Thank you for your message. Below, I respond to the points raised in complete clarity:

Can you log in to your account now?

Yes. Despite having received written confirmation of the immediate and permanent closure of my account on September 25, 2025, I was subsequently able to access the same account again, without being informed of any formal reactivation or the cancellation of said closure.

Can you provide a copy of the self-exclusion or permanent closure request?

I no longer have the initial message I sent. However, I do have the official RoboCat email explicitly confirming the immediate and permanent closure of the account, which I can provide as evidence.

Were the €700 deposits made into the same closed account or into a new account?

The €700 was deposited into the same account that had been confirmed as permanently closed. I did not create any new accounts after the closure.

Following the permanent closure, did you explicitly request a cessation of marketing communications?

Yes, verbally, during phone calls received from the casino, I expressly requested that they stop contacting me and leave me alone.

Furthermore, I reasonably understood that the permanent closure of the account automatically implied the cessation of any promotional communication, without the need to make additional written requests.

Despite this, I continued to receive promotional calls and emails, including reactivation messages and offers with cash bonuses.

I believe that the fact that I was able to regain access to the account, along with the persistence of commercial contact despite my express refusal, demonstrates that the permanent closure was neither respected nor effectively applied.

I am available to provide copies of the permanent closure email and subsequent promotional communications, if required.

Estimada Petra,

Gracias por su mensaje. A continuación, respondo a los puntos solicitados con total claridad:

¿Puede iniciar sesión en su cuenta ahora?

Sí. A pesar de haber recibido confirmación escrita del cierre inmediato y permanente de mi cuenta el 25 de septiembre de 2025, posteriormente pude volver a acceder a la misma cuenta, sin que se me informara de ninguna reactivación formal ni de la anulación de dicho cierre.

¿Puede proporcionar copia de la solicitud de autoexclusión o cierre permanente?

No conservo el mensaje inicial enviado por mí. No obstante, sí dispongo del correo oficial de RoboCat en el que se confirma explícitamente el cierre inmediato y permanente de la cuenta, el cual puedo aportar como prueba.

¿Los depósitos de 700 € se realizaron en la misma cuenta cerrada o en una nueva cuenta?

Los 700 € fueron depositados en la misma cuenta que había sido confirmada como cerrada de forma permanente. No creé ninguna cuenta nueva tras el cierre.

Tras el cierre permanente, ¿solicitó explícitamente el cese de comunicaciones de marketing?

Sí, de forma verbal, durante llamadas telefónicas recibidas por parte del casino, solicité expresamente que dejaran de contactarme y que me dejaran en paz.

Además, entendí razonablemente que el cierre permanente de la cuenta implicaba automáticamente el cese de cualquier comunicación promocional, sin necesidad de realizar solicitudes adicionales por escrito.

A pesar de ello, continué recibiendo llamadas y correos electrónicos promocionales, incluidos mensajes de reactivación y ofertas con bonos en efectivo.

Considero que el hecho de haber podido volver a acceder a la cuenta, junto con la persistencia del contacto comercial pese a mi negativa expresa, demuestra que el cierre permanente no fue respetado ni aplicado de forma efectiva.

Quedo a su disposición para aportar copias del correo de cierre permanente y de las comunicaciones promocionales posteriores, si así lo requieren.

Thank you for your reply and for providing the previous details, Annagarcia69.

• Could you please send me the above-mentioned copies of the permanent closure email and any follow-up promotional communications?
• Please also confirm the exact date when the self-exclusion request was submitted and the subsequent date on which the bonus was allegedly granted.
• Finally, at the time you accepted the €100 bonus offer, did you still have technical access to your account, or was the bonus offered despite the account not being officially reopened?

You may send all relevant documents to [email protected] or upload your screenshots directly to the thread.

Hi, I've already sent the email

Hola, ya he enviado el correo

Dear Annagarcia69

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 Matej ([email protected]). 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,

Petra

Hello Annagarcia69, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of RoboCat Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

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.