CatCasino - Player's urges for deposit return post self-exclusion.

guten Tag

kurz bevor ich die selbstsperre durchgeführt habe, habe ich leider noch 1.500€ via BANKTRANSFER an das Casino als Deposit überwiesen (siehe attachment).

ich habe mehrere Male mit dem Casino darüber geschrieben aber das Casino hat noch keine hilfreiche Antwort gesendet. Ich möchte so schnell wie möglich die einbezahlten 1.500€ rück überwiesen bekommen.

vielen Dank für die Hilfe

Dear robertstrasek,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with CatCasino and understand your concern.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.

However, kindly keep in mind that we will not be able to assist you in getting back the deposits you lost prior to requesting self-exclusion.

Thank you very much in advance. 

Best regards, 

Veronika

Thank you for your email. Could you please specify when exactly you made the 1500€ deposit to your casino account?

Do I understand correctly that the money has not reached your account yet?

If you believe your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.

Hello there,  

We see that there was a deposit of 1500 euros from the client, but not yet visible receipt of them to the casino account, at the moment our payment provider is dealing with this situation and soon we will get back to you with the results. Please keep in touch with us by mail so that we can inform you about the results.

Best regards,

CatCasino team.

Vielen Dank Veronika und CAT Casino! Wir bleiben in Kontakt… die Überweisungsbestätigung haben sie ja bereits aber ich hänge sie nochmals an.

Gruss Robert

Casino hat die 1.500€ wie versprochen auf mein Konto überwiesen.

ich klage nun aber für die anderen Beträge, da das Casino illegal in Österreich anbietet

Dear robertstrasek,

I'm glad you received your deposit.

Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Since your last deposit was successfully returned to you, I will close the complaint as resolved. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru