The player from Austria had deposited 1,500€ via bank transfer just before initiating self-exclusion. He had contacted the casino multiple times to return the deposit but had received no helpful response. The casino had acknowledged the deposit but stated it was not yet visible in the player's account. Eventually, the casino returned the deposit to the player's account. The player had also expressed an intention to sue the casino for other amounts due to the casino allegedly offering illegal services in Austria. However, we had clarified that we do not handle complaints related to licensing regulations and policies. Since the player's deposit was returned, we had deemed the complaint resolved.
CatCasino - Player's urges for deposit return post self-exclusion.
Amount: €1,500
CatCasino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Good day
Just before I initiated the self-exclusion, I unfortunately transferred 1,500€ to the casino via BANKTRANSFER as a deposit (see attachment).
I have written to the casino about this several times but the casino has not yet sent a helpful reply. I would like to have the deposited 1,500€ returned as soon as possible.
Many thanks for your help
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11 months ago
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
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11 months ago
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.
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11 months ago
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.
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11 months ago
Translation
Thank you Veronika and CAT Casino! We stay in touch... you already have the transfer confirmation but I'm attaching it again.
Greetings Robert
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11 months ago
Translation
Casino transferred the €1,500 to my account as promised.
But I am now suing for the other amounts because the casino offers illegal services in Austria
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11 months ago
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
