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Serious violation of player protection / Unlawful reactivation of a known gambling addict by the casino

Description of the facts :

I am hereby filing an official complaint against Robocat Casino for a systematic failure of player protection and the deliberate exploitation of a known, documented gambling addiction. Despite a permanent ban, the casino actively reactivated my account in order to generate financial profit.

Chronology and facts :

August 29, 2025: I explicitly informed Robocat via email that I am severely addicted to gambling and am risking my life. As proof, I attached my official medical discharge report from a specialized clinic.

August 29, 2025 (same evening): Robocat officially acknowledged my addiction and confirmed in writing that my account was closed for responsible gaming reasons (Zendesk tickets 34266794 and 34275827).

April 15, 2026: Although the casino was medically aware of my life-threatening illness, Robocat's marketing system deliberately reactivated me. I received a personalized VIP promotional email ("A private invitation just for you"). This aggressive marketing immediately triggered a severe and financially devastating relapse.

July 2026: The casino has further increased the pressure by launching automated promotional calls directly to my mobile phone number to urge me to make further deposits.

Serious data protection breach (GDPR):

On July 28, 2026, I also submitted a formal request for information pursuant to Article 15 of the GDPR, demanding my complete transaction history. To this day, the casino has completely ignored this legal obligation and refuses to provide me with my data in order to conceal the true extent of my losses.

My demand:

The casino internally offered me a completely inadequate partial settlement of €2,500 to bury the case. However, since the casino deliberately and grossly negligently violated fundamental player protection laws after my clinical addiction became known, I demand a full refund of all my net losses (total deposits minus total withdrawals) since opening the account, based on tort liability for intentional and immoral harm (§ 826 BGB).

I am in possession of the email chains, the Zendesk ticket numbers, and the 2025 clinic report, and I will immediately provide this evidence to the Casino.Guru complaints team as PDF attachments.

Schwere Verletzung des Spielerschutzes / Rechtswidrige Reaktivierung einer bekannten Spielsüchtigen durch das Casino

Beschreibung des Sachverhalts:

Ich reiche hiermit eine offizielle Beschwerde gegen das Robocat Casino wegen eines systematischen Versagens des Spielerschutzes und des vorsätzlichen Ausnutzens einer bekannten, dokumentierten Glücksspielsucht ein. Das Casino hat mich trotz einer permanenten Sperre aktiv reaktiviert, um finanziellen Profit zu generieren.

Chronologie und Fakten:

29. August 2025: Ich habe Robocat ausdrücklich per E-Mail darüber informiert, dass ich schwer glücksspielsüchtig bin und hier mein Leben riskiere. Als Nachweis habe ich meinen offiziellen ärztlichen Entlassungsbericht einer Fachklinik beigefügt.

29. August 2025 (selber Abend): Robocat hat meine Sucht offiziell anerkannt und mir schriftlich bestätigt, dass mein Konto aus Gründen des verantwortungsvollen Spielens geschlossen wurde (Zendesk-Tickets 34266794 und 34275827).

15. April 2026: Obwohl das Casino medizinische Kenntnis von meiner lebensbedrohlichen Erkrankung hatte, hat das Marketing-System von Robocat mich gezielt reaktiviert. Mir wurde eine persönliche VIP-Werbe-E-Mail zugesendet („Eine private Einladung nur für dich"). Dieses aggressive Marketing hat bei mir direkt einen schweren und finanziell verheerenden Rückfall ausgelöst.

Juli 2026: Das Casino hat den Druck weiter erhöht, indem es automatisierte Werbeanrufe direkt auf meine Mobilfunknummer gestartet hat, um mich zu weiteren Einzahlungen zu drängen.

Schwerer Datenschutzverstoß (DSGVO):

Am 28. Juli 2026 habe ich zudem eine formelle Auskunftsaufforderung nach Art. 15 DSGVO eingereicht und meine vollständige Transaktionshistorie gefordert. Das Casino hat diese gesetzliche Pflicht bis heute komplett ignoriert und verweigert mir meine Daten, um das wahre Ausmaß meiner Verluste zu verschleiern.

Meine Forderung:

Das Casino hat mir intern ein völlig unzureichendes Teilangebot von 2.500 EUR unterbreitet, um den Fall totzuschweigen. Da das Casino jedoch vorsätzlich und grob fahrlässig gegen elementare Spielerschutzrechte verstoßen hat, nachdem meine klinische Sucht bekannt war, fordere ich die vollständige Rückerstattung all meiner Netto-Verluste (Gesamteinzahlungen abzüglich Gesamtauszahlungen) seit Kontoeröffnung, gestützt auf die deliktische Haftung wegen vorsätzlicher sittenwidrigen Schädigung (§ 826 BGB).

Ich bin im Besitz der E-Mail-Ketten, der Zendesk-Ticketnummern sowie des Klinikberichts aus 2025 und werde diese Beweise dem Beschwerdeteam von Casino.Guru unverzüglich als PDF-Anhänge zur Verfügung stellen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original communications between you and the casino customer support regarding your self-exclusion? Please include the full, uncropped emails or chat transcripts, rather than pasted screenshots. My email address is [email protected].
• Additionally, please forward me the communications you had with the casino after your account was reopened, as well as any communication regarding the compensation they offered you for part of your deposits.
• Am I correct in understanding that you are requesting a refund of all deposits you made since August 29, 2025, when you first disclosed your gambling problems to the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I sent all the requested documents directly to Veronika via email.

Ich habe alle angefragten Dokumente direkt an Veronika per E-Mail gesandt.

Dear player,

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,

Veronika

Hello joa31, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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.

Dear all,

Thank you for contacting us.

We would like to inform you that your request for your Data Report is already forwarded to the relevant department and they will provide to you via email.Moreover We kindly inform you that we reviewing your case with the relevant department and we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Robocat

Dear all,

Thank you for the patience.

We would like to inform you that after carefully review your case with the relevant department we are happy to return the amount of net losses after reopening of the account which is 4560 EUR.

To proceed with the refund, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Best regards

Robocat

Thank you for the quick response, dear RoboCat Casino.

Dear joa31, if you agree with the refund amount, please provide requested information to the casino via their customer support e-mail. If you think the amount is not correct, please let me know.

Hello Matej, I have sent you both an email.

Best regards

Joa31

Hallo Matej, ich habe Ihnen beiden eine E-MAIL zukommen lassen.

Beste Grüße

Joa31

Thank you very much, dear joa31. I will reply shortly.

Dear RoboCat Casino, please let us know as soon as the payment has been processed on your end. Thanks.

Dear Matej,

The casino's statement regarding the refund amount of €4,560 is completely untransparent. I have never received any data report from Robocat – not on 26 July, nor at any other time. I asked Robocat directly to confirm the exact date, recipient address, and method by which this report was supposedly sent, but have not yet received a substantive answer.

I am ready to accept the €4,560 as a partial payment to secure my immediate funds, but I insist that the casino provide the complete, official transaction history (deposits and withdrawals) for the period after my account reopening, either directly to you, Matej, or via email to me.

Without verified system logs, the casino could state any figure. I request that Casino.Guru keep this complaint open until both the payment is confirmed and the underlying data has been provided, so that I am able to verify how this specific amount was calculated.

Thank you for your support,

Joa31

I asked Robocat once again to send me the transaction list that they claimed to have already created, so that I could verify the offered refund amount.

Ich habe Robocat noch einmal darum gebeten, mir die angeblich bereits erstellte Transaktionsliste zukommen zu lassen, um den angebotenen Erstattungsbetrag nachvollziehen zu können

Dear joa31, by accepting the 4,560 EUR refund, I am unable to pursue this issue further. In terms of mediation, the complaints are resolved by reaching mutual agreement. By accepting the amount proposed by the casino, the only thing I can do now is to ensure you receive the money. Then the complaint will be closed.

If you still would like to continue with the case, I'm afraid it has to be done through lawyers and the court of law.

.

Dear Matej,

As stated by the customer, a gambling-related disclosure was recorded on August 29, 2025; however, the account was inadvertently reopened in March 2026.

Net losses have been calculated from the day following the disclosure (August 30, 2025) through the final account closure on July 26, 2026, totaling 4,560 EUR.

A complete transaction history report has been requested for your independent review and verification.

Kind Regards,

Robocat

Hello everyone, I would appreciate it if the payment of the amount could now be made.

Hallo zusammen, ich würde es dann begrüßen, wenn die Zahlung des Betrages nun vorgenommen wird.

Dear Matej, dear Robocat Team,

For the record, I would like to correct one point: the account was not "inadvertently reopened" in 2026. I received a personally addressed marketing email ("Eine private Einladung nur für dich", branded "VIPHive") on 15 April 2026, offering a 350% welcome package. A targeted, personalized marketing campaign is not an accident.

I look forward to receiving the payment.

Dear joa31,

Thank you for the reply.

To proceed with the refund, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Best regards

Robocat

Dear joa31, please never ever post your personal details publicly. Forums and especially gambling threads are being watched by scammers and data mining bots for any scrap of personal information, that can be later misused for fraudulent purposes. Please send the requested details to the caisno support directly at [email protected] with subject: Casino Guru complaint 222977. Please, let us know once the message has been sent. Thank you.

I have sent the requested data again to Robocat's support email address.

Ich habe die angeforderten Daten noch einmal an die Support E-Mail-Adresse von Robocat gesendet.

Perfect, thank you for the confirmation.

Dear RoboCat Casino, please let us know once the refund has been processed on your end. Cheers.

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.