The player from Austria, who identified as a gambling addict, had claimed to have requested self-exclusion from an online casino, but the casino had continued to accept their deposits. The player had demanded refunds, accusing the casino of exploiting their addiction. The player's daughter had sent the self-exclusion request on their behalf due to the player's psychological distress. The player had insisted that despite a typo in their email address during registration, the casino should have blocked their account immediately after the correction was made. The casino had denied any wrongdoing, stating that the player hadn't made any deposits after the email address correction. Despite multiple requests from the Complaints Team, the player had failed to provide sufficient evidence to support their claims. Consequently, the complaint had been rejected due to lack of evidence.
CatCasino - Player’s self-exclusion request has not been honored.
Amount: €664
CatCasino
Safety Index:Very highInsufficient evidence from player
REJECTED
Case summary
As a partner casino of Gama-Casino, the casino has accepted deposits again despite knowing about the gambling addiction. It's exasperating. A block was requested and assured in the chat 12 hours ago, but it is still available and unblocked at this point in time. Moreover, opening an account should not have been possible. Therefore, I demand that the deposits be refunded, as this is an appalling exploitation of a gambling addiction!
Dear x4wsccrkcd,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
Meanwhile, I checked the Responsible Gambling section and this is what I found (here):
Is support@catcasino.com the email address to which you sent your 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,
Petronela
Yes, I wrote to this email address and mentioned my gambling addiction and demanded an exclusion!
I will forward the email to you. I also wrote about my gambling addiction and ban in the chat.
Even today, access is not yet blocked 
Could you please clarify why the self-exclusion request that you forwarded to me was sent by your daughter? Thank you.
Because my daughter monitors my gambling addiction and my bank account and I showed her everything. She also wrote from my email address in my presence. I wasn't able to do it for psychological reasons. However, I also told the chat that they should block my account after we sent the email.
I actually entered the ending .con due to a typo, my other data such as name, address, telephone number (the same for 12 years) were entered correctly. I wanted to confirm my email address because a pop-up window always appeared at the end of the screen asking me to verify my email address. However, I didn't receive an email... I then went to my profile data, recognized the typo in the email address and immediately contacted support, as you cannot change it yourself. Support immediately assured me of the change and confirmed it to me straight away. The chat history must be saved by the casino. Unfortunately I don't have this history. However, I registered with support with an email address of .com and my name.
- Nevertheless, the company is the same as Gama-Casino, which did not respond to the ban for gambling addiction for days and should have been blocked based on the data or at the latest when correcting it.
- If there was already a ban at Catcasino, then registration at Gama Casino should not have been allowed because it is the same company.
I would also like to pixelate Catcasino's response because too much of the email address is visible here and someone could infer my identity.
You also record the IP address:
Abstract:
"Non-personal information
Like most websites and apps, we may collect non-personal information about your use of our websites and apps to help administer our websites and apps, track website usage, and improve your user experience.
Once you are logged in, your IP address will be matched to your user ID to prevent fraud, detect unauthorized activity related to the use of our products and services, and create an audit trail."
The block should have already been effected based on the IP address!
Hello!
Unfortunately, you are a little bit mistaken about this information, as indeed we collect information, but blocking by IP address is impossible, as most of the players can play, for example, from computer clubs, where this address will be the same. For this reason, this information is collected only for monitoring the situation, but not for blocking users.
According to the GDPR, they collect all of my data, and even when I corrected my email address, which was a typo on the keyboard on the smartphone, the protection system should have been effective.
Thank you both sides for the clarification.
@x4wsccrkcd
Kindly be aware that if you notified the casino about your gambling issue on October 14th, resulting in the closure of your account, our ability to intervene in your case is limited. Previous requests for self-exclusion made to other gambling establishments are insufficient since casinos don't share player databases and do not exchange information about blocked users.
I regret that I cannot provide further assistance. As previously mentioned, your account was promptly blocked by the casino once you informed them about your gambling problem. This immediate action prevented any further deposits or losses. However, it's important to note that your previous self-exclusion in another online casino is not directly relevant to this particular case.
In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows 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.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
I was already blocked from catcasino before! Before October 14, 2023!
If you were successfully excluded from this specific casino in the past, please forward any supporting evidence at your earliest convenience. Unfortunately, I haven't received any relevant communication between you and the CatCasino that would suggest that you were excluded before. Please understand that self-exclusion from any other gambling establishments, other than this specific casino, doesn't mean that you are entitled to any refunds from the CatCasino. Thank you.
You are misunderstanding something here. Apparently I had been blocked from Catcasino a long time before, but I had a typo in the email address when registering, but this was fixed by communicating in the chat. Unfortunately, even at that moment, when the email address was corrected by the employee, my account was not blocked and deposits could still be made. This shouldn't have happened.
Can you substantiate this assertion by providing any supporting evidence? Please be aware that without pertinent proofs, we are unable to assist you effectively. Thank you.
Catcasino has already admitted that itself. When changing the email address, which was incorrect due to a typo with .con instead of com... the block should have taken effect immediately. Catcasino itself admitted that the email address was already blocked. All other data is identical!
In their earlier comments, the casino responded as follows:
After contacting the chat with a request to change the data you did not make a deposit, so there is no error on our part and the funds in this case are not refundable.
I apologize, but if you haven't made any deposits since changing your email address, there are no funds available for a refund.
I was still able to pay in after the chat because of my email address
Were you able to deposit any funds into this casino after October 14th, 2023?
Could you please attach a screenshot of your deposits made into this casino after October 14th, 2023? Thank you.
Thank you, x4wsccrkcd, for the forwarded screenshot.
Dear CatCasino Team,
Could you kindly verify the receipt of the mentioned deposits at your casino and inform us whether the payer qualifies for a refund of said deposits? Thank you.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
The last deposit was made on October 13. The provided screenshot from the user's side previously has nothing to do with our casino.
The account was blocked on October 14 and at the moment the account cannot be restored.
Thank you, CatCasino Team, for sharing the provided evidence. I apologize for the oversight; I realized too late that the player's screenshot was from a different casino.
Dear x4wsccrkcd,
We have kept this complaint open for nearly two months, yet we have not received any supporting evidence from you to substantiate your refund request. In future complaints, kindly ensure you gather all pertinent communication and supporting evidence to validate your claims; otherwise, our ability to assist you may be compromised.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint due to insufficient evidence from the player. Thank you for your understanding.
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