The player from Austria is dissatisfied with the casino's responsible gambling practices. After closing their account due to a gambling problem their balance wasn't paid out. We ended up closing the complaint as resolved because the player eventually received their funds.
CatCasino - Player's asking for a deposit refund.
Amount: €600
CatCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hi!
I deposited several hundred euros at Catcasino! Due to my gaming behavior I have also closed this account! Self-exclusion had to be requested several times and was only implemented after the threat of legal action! Now I would like to have my 600 Euro credit paid out! The casino has not responded to my requests for weeks and has now informed me that they will not process my withdrawal because my account has been closed! This casino not only operates illegal gambling (Austria) but disregards all rules of player protection and tries in this way to coerce players to continue playing! Legally and morally bottom drawer, considering that an account was closed due to gambling addiction!
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1 year ago
Dear Ares1981,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the responsible gambling policy and I found this:
"Limits
Loss limit allows a player to set the maximum loss limit for selected period. There is always a possibility to change the loss limit, but it takes effect accordingly:
Changing the limit to more restrictive takes effect immediately
Changing the limit to less restrictive takes effect 48 hours after the change.
Please write to support@catcasino.com in order to self exclude."
Could you please forward all the emails or screenshots showing that you have sent requests for self-exclusion? My email address is kristina.s@casino.guru. Do I understand correctly that you deposited €600 after you send the first request?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello Kristina! Apparently I expressed myself badly! I made multiple deposits! I estimate a total of around four to five hundred euros! I played there for a long time too! And since I close all my accounts at all casinos, I closed this account too! Remaining credit is 600 euros! So a little more than I deposited! I'm happy to send screenshots! LG
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1 year ago
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Hello Kristina
I submitted screenshots as requested! This shows that the self-exclusion was emphatically demanded! These also show that the payout was requested several times and that it was rejected by the casino (because I closed the account!). Several withdrawals were recorded through the system before the account was closed! All were rejected without comment despite successful verification!
Thanks for the support
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1 year ago
Hello there!
We are very sorry that the situation turned out this way. While the player was blocked at his request, it was difficult to withdraw. At the moment we are negotiating by mail with the player to lead his funds amounting to 600 EUR to the IBAN.
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1 year ago
Translation
What is there to negotiate! Account is verified! All documents were sent several times! Sometimes they didn't even respond to email inquiries! Everything is documented with screenshots! Self-exclusion had to be requested several times and was only implemented after threats of legal action! Catcasino is this the approach of its reputable casinos?
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1 year ago
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The casino is now sending me multiple emails telling me that my account can no longer be opened! 1.) I don't want to open my account because of my gaming behavior and 2.) I wouldn't play at a casino that only causes problems anyway!
All I want is my remaining balance! And if necessary, I will sue for this through my legal protection insurance! If the casino does not have a valid license for Austria, it will be an expensive process!
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1 year ago
Thank you very much Ares1981 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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1 year ago
Hi Ares1981,
I have looked at your case and understand the situation. I will do my best to help.
Dear CatCasino team,
Could you please update us on the situation here?
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1 year ago
Greetings,
Yesterday the withdrawal was successfully made to IBAN player, please check your account.
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1 year ago
Thank you CatCasino team for the update.
Dear Ares1981,
Please let me know when you receive your funds.
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1 year ago
Translation
Get paid today!
@CasinoGuru: thanks for your help! Without you, the payout would probably not have been carried out!
@CatCasino: if you read all your reviews on the internet, you will quickly see that the problems you mentioned are systematic! Is the bad reputation worth it to you?
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1 year ago
Hi Ares1981,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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