Contact RoboCat Australia

Escalation pathway – three steps

Step one: any issue starts at the front-line support team, reachable via 24/7 live chat or [email protected]. The median first response time is 47 seconds on chat and roughly 4 hours by email during AEDT business windows. Most issues – withdrawal status checks, bonus clarifications, 2FA resets, deposit method changes – resolve at this layer inside a single conversation.

Step two: if the front-line agent can't resolve the issue, or if you're unhappy with their answer, escalate to the compliance manager via [email protected]. Include your account email, a reference number from the original chat, a short description of what happened, and what outcome you'd consider fair. The compliance manager personally reads every message and responds inside 5 business days, often much faster. The compliance team has authority to override standard support decisions, refund disputed amounts, and waive bonus terms in extenuating circumstances.

Step three: if the compliance team's resolution still isn't acceptable, you have two external escalation routes. The first is the Curaçao Gaming Authority – RoboCat's primary regulator – at [email protected]. They'll mediate based on the licence conditions and our regulatory record. The second is eCOGRA, an independent international dispute resolution service that handles iGaming complaints from players worldwide. RoboCat has committed in writing to honour binding eCOGRA decisions. Australian players can also lodge a complaint with the OAIC if the issue involves personal data.

What to include when you write to us

Five things accelerate every support conversation. First, the email address registered to your account – it's our primary identifier. Second, a description of the issue in plain English with the specific dates and times in AEDT. Third, any reference numbers (chat conversation IDs, transaction IDs, support ticket numbers). Fourth, what outcome you're hoping for. Fifth, any supporting screenshots or documents. Tickets that arrive with all five fields complete are resolved 60% faster on average than tickets missing one or more.

What we can't help with

Two categories of question we can't answer: gambling addiction advice (please contact Gambling Help Online or call 1800 858 858 – they're specialists, we're not) and legal advice about whether online gambling is permitted in your specific jurisdiction (we can confirm we accept Australian residents under our Curaçao licence; we cannot give you tailored legal advice about your state-level position). For both, we'll point you at appropriate professionals.

Languages

The Australian-facing service is delivered in English at every layer. Our overnight team has Mandarin and Hindi speakers available for high-value VIP accounts on request, and the Diamond tier has 24/7 access to bilingual hosts. Documentation submitted for KYC can be in any major language; we'll arrange certified translation where required.

Postal address

For formal correspondence: RoboCat N.V., Heelsumstraat 51, E-Commerce Park Unit 102, Willemstad, Curaçao. We don't operate a physical Australian office, and we don't accept walk-ins. Any service that requires a physical signature can be handled via DocuSign at no cost to you.