CatCasino - Player's request to close the account is delayed.

Despite repeated requests, the casino does not close my account. I have asked several times, but there is no reply to my emails (it has now been 4 days).

Apparently this only works if you start a complaint with Casinoguru.

Dear cc122,

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:

CLOSING AND ENDING YOUR ACTION

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14.1 Provided that there is no outstanding balance on your account, you have the right to close your account and terminate the Terms of Use at any time by giving us at least twenty four hours’ notice at support@catcasino.com:

 

14.1.1 stating your wish to close your account; and

14.1.2 stating the reasons why you wish to close your account, in particular whether you are doing so because of concerns about its level of usage.

We will respond to your request by confirming the closure of your account and the date on which such closure will take effect within a reasonable time, provided that you will continue to be responsible for all activity on your account until such closure is effected by us (and at such time the Terms of Use will terminate).

14.2 If we receive a request to close your Account in accordance with clause 14.1, we will, subject to clause 13.3, refund to you the full balance available in your Account.

14.3 Following any closure of your Account in accordance with this clause 14, we shall be entitled (without limiting our rights under clause 14.6), to withhold from the payment of the balance of your Account any monies: a) by reason of collusion, fraud, deceit, fraud and criminal activity); b) by reason of breach of the Terms of Use; c) for other reasons provided for in the Terms of Use; or d) as required by law or regulation.

14.4 When refunding an unpaid account balance, we will use the same method of payment that you provided when you registered your account or any other method of payment that we may reasonably choose.

14.5 If you have closed your Account, in certain circumstances we may re-open your Account with the same Account details as before if you ask us to do so. In such a case, although your account will have the same account details as before, it will be subject to the Terms of Use in force on the date of any such re-opening and any previous payments (including, but without limitation, bonuses or winnings due) will no longer be valid.

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear customer,

We have not previously observed you requesting to block your account in chat or mail. Due to the fact that you left a complaint on the forum, we have blocked your account. 

Best regards, Catcasino team.

Dear cc122,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.