The player from Austria requested a refund of gambling losses, citing an existing mental illness that impaired her ability to control her gambling behavior. She was prepared to provide a medical certificate if needed and expected prompt processing of her request. The Complaints Team explained that without prior self-exclusion evidence submitted before her deposits, they could not assist with her case. The player was advised on proper self-exclusion procedures for future reference. The complaint was closed as the necessary evidence was not provided.
CatCasino - Player requests refund due to gambling losses.
Amount: €300
CatCasino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Subject: Request for reimbursement of gambling losses due to mental illness.
Ladies and Gentlemen
I hereby turn to you to request the repayment of gambling losses
Due to an existing mental illness, I was unable to control my gambling behavior. I therefore ask you to reimburse me for the losses.
I am willing to provide you with a medical certificate confirming my illness upon request.
I expect you to process my application promptly.
Best regards,
R*** Melanie
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Dear mell1987,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:
35. RESPONSIBLE GAMING/GAMBLING
35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@catcasino.com.
Could you please advise if you informed the casino about your problem before depositing? If you did, please forward me this message/email. My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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2 months ago
Translation
No, not before, I only sent my results the next day when I was then clear in the head
Automatic translation:
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2 months ago
Thank you for your reply, mell1987. Could you please advise if you currently have access to your casino account?
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2 months ago
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No I don't have you also need my findings
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2 months ago
I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you informed the casino about your problem after you deposited and your account was closed after, I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
