CatCasino - Player struggles to self-exclude due to gambling addiction.

My struggle for the right of blocking began approximately from the end of 2022, the beginning of 2023, I tried to limit myself in any way, to block the account on the project Cat Casino so did not succeed, they all the time delayed the blocking. I always wrote them directly that I have ludomania and addiction, I can not control myself in the game, to what they offered me a bonus or said, well, we blocked the account, and what I saw, the account is freely available, with the ability to make a deposit the next day, or the same day, and I want a claim for a refund for the time of refusal to block, screenshots of correspondence from March 25, 2023, Deposits also from that moment did not stop, there were constant calls from VIP Manager with the offer to continue playing and a nice bonus, especially when I did not play for a relatively long time, with each request in the blocking, the manager's insolence only grew and she after solid losses asked me where I was lucky to win and raise money, emphasizing exactly on winning money, not on entertainment.

As a result, no one has helped with my request, repeated requests for blocking due to ludomania were not considered, I wrote always directly that I have ludomania, addiction to the game, I always refused, offered bonuses, I lost constantly money and now it turned out so that asked for blocking a lot of times, after all the attempts were not blocked, I continued to offer the game, the managers themselves Since I am a ludomaniac, I played and lost all my money further.

Claim for refund for the time of refusal to block, the amount made as a deposit for this period 600.000 rubles, of which 200.000 were in the form of payments. Total losses 400.000.

Dear maaksyas124,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CatCasino.

I went over the evidence you provided. Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your casino account currently blocked permanently?
• Have you requested a refund from the casino already? Have you received any response from the casino?
• Do I understand correctly you requested your net deposits refunded starting from March 25th until now?
• If you have any recent correspondence from the casino saved, please forward it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good day, they finally blocked my account today, I can't say for sure whether they did it forever or not, they couldn't do it before.

There was no response from the casino. I created a claim for a refund, starting from March 25 to the present, but I requested blocking due to gambling addiction and gambling addiction in the support chat starting in December 2022, they gave me approval back then, they said they would do everything in their power, account I wasn't blocked again, I wrote many times about addiction/gambling addiction/gaming addiction.

After posting the complaint, a response was received from a representative of Cat Casino, I quote :

-"Hello! I saw the problem. Within 3 days we will rebuild the process in the company. This won't happen again. We recognize the problem, we will block the client now."

But their "now" stretched again and the blockage came only after 10 hours.

I send all saved correspondence and screenshots of deposits by email.

Thank you very much for the help provided.

Good day, they finally blocked my account today, I can’t say for sure whether they did it forever or not, they couldn’t do it before.

There was no response from the casino. I created a claim for a refund, starting from March 25 to the present, but I requested blocking due to gambling addiction and gambling addiction in the support chat starting in December 2022, they gave me approval back then, they said they would do everything in their power, account I wasn’t blocked again, I wrote many times about addiction/gambling addiction/gaming addiction.

After posting the complaint, a response was received from a representative of Cat Casino, I quote:

- "Hello! I saw a problem. Within 3 days we will rebuild the process in the company. This will not happen again. We recognize the problem, we will now block the client."

But their "now" stretched again and the blockage came only after 10 hours.

I send all saved correspondence and screenshots of deposits by email.

Thank you very much for the help provided.

Could you please let us know about any progress you made with the casino?

Has the casino recognized you are eligible for a refund?

Please let me know.

The progress achieved at the moment is a blocked account and nothing more, there is no response from Cat Casino and no other actions, no one has contacted me.

Hello there,  

We apologize for the long wait! We would like to share great news: our manager has already contacted you and credited the compensation for the inconvenience, as we see you have successfully withdrawn your funds and your account is blocked. We appreciate your understanding and patience in this situation. In case you still have any questions or need additional assistance, do not hesitate to contact us. We are always ready to help!

доступно контекстное меню

Thanks for the update and the reply from the CatCasino representative.

Dear maaksyas124,

Could you please explain if the casino returned your deposits after blocking your account? May we consider the issue resolved?

Please let me know.

Dear maaksyas124,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.