HomeComplaintsCatCasino - Player’s account has been closed for alleged fraud.

CatCasino - Player’s account has been closed for alleged fraud.

Amount: 900 USDC

CatCasino
Submitted: 20 Jan 2025 | Case closed : 04 Feb 2025
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

The player had made a deposit of 31,000 rubles and won a total balance of 90,000 rubles. Upon attempting to withdraw, the casino had requested numerous documents and subsequently blocked his account for alleged fraud, despite no bonuses being used or fraudulent activities committed. The Complaints Team had reviewed the situation and determined that the documents provided by the player raised concerns about their integrity, leading to the conclusion that the casino's actions were justified. Consequently, the complaint was rejected, and the player was advised to provide clear documentation for further consideration.

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Translation

I am Russian. I registered on the site on December 25, 2024.




I made a deposit of 31,000 rubles, and they didn't want to credit it for several days. After it was finally credited, I won at roulette, and my balance became 90,000 rubles.




When I tried to withdraw, they requested about 15 documents from me, after which they blocked my account, allegedly for fraud.




I didn't use any bonuses and didn't engage in any fraudulent activities.




Please help me retrieve my deposit and my winnings.

Automatic translation:
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Dear gilbertohomenick,

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.

  • Do I understand correctly that you only played roulette?
  • Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

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Hello!


Your account has been blocked due to fraudulent activities. If necessary, all evidence will be provided to the forum administration.


Best regards, CatCasino Team.

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Hello. Kristina, I wrote to you on Skype

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Translation

Come on, provide your made-up evidence. Disgrace yourself again. I did nothing wrong.

Automatic translation:
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Thank you very much, gilbertohomenick, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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Hello there,

Thank you gilbertohomenick for providing us with all the information. I hope we'll be able to resolve this issue together. I was in contact with the casino representative and was told that the documents you provided raised suspicion about the integrity of the statements. I would like to ask you if it would be possible to forward me the email or share the documents you have used for verification for review. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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Translation

tell me what documents exactly you need and I'll send them

Automatic translation:
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I need you to forward me the specific email you used to verify at the casino so I can review the integrity of the casino's statement. If the verification was done through the website itself, I will require the exact images you uploaded there. Thank you for your understanding!

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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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Dear gilbertohomenick, as explained earlier your documents raised concerns about their integrity due to signs of editing. We do not condone such behaviour and the casinos have the right to close your account as forging documents is considered fraud. With that in mind, we believe the steps the casino has taken to be justified. If you choose to provide me with the requested documents for review I can try to continue resolving this but until then your complaint will be rejected. You can forward any information to my email. (peter.c@casino.guru) Thank you for your understanding.

Kind regards,

Peter

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