The player from Germany managed to register and deposit thousands of euros at a casino, while being self-excluded in an associated casino. The player decided to request a chargeback of his deposits and asked us to close the complaint.
CatCasino - The player's deposits are not refunded by the casino.
Amount: €1,800
CatCasino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
CatCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
Public
Public
1 year ago
Translation
This casino, or rather the two casinos, Gama and Cat, are in fact the same and operate absolutely negligently. Despite being a self-excluded player, I was able to register at this casino even though the management itself had imposed a ban due to my gambling addiction. In no time at all, thousands of euros ended up in this casino. To make matters worse, during my relapse, I stole a colleague's credit card and used it to deposit funds without any issues in this casino. Naturally, my colleague reported this to the police. I mentioned to the police the name of the casino where I had gambled away the money. The police were and are confident that the casino is obliged to refund the deposits. Hence, I emailed the casino requesting them to primarily refund the deposits made with the stolen credit card. Instead of cooperating, which they should as per their license, the casino made a fool of me. They demanded proof of my long-verified credit card, but did not want to know anything about the stolen one. Since they know they must refund, they are trying to delay the process by keeping my details trapped in a KYC loop. When I asked for contact details, for instance, a phone number which I could provide to the investigating officer, there was no reaction. They know that what I did is also a legal problem for the casino. But if they believe they can drag this out, I will initiate a chargeback on my card and also recommend the police and my colleague to do the same with his card. Because in this case, both parties are entitled to reclaim the money. I have the right because I was proven to be self-excluded and my colleague has the right because I stole his card and access details. If Gama, or rather, Cat Casino believe that they are willing to pay the additional chargeback fees, be my guest. I attempted to resolve this issue amicably. In my former email to Gama, I specifically mentioned my gambling addiction and consequently, the account was closed. As both of these casinos operate under the same management, the excuse that they are different does not hold validity. These two casinos are one and the same, which was clear when the support directed me to Cat Casino for self-exclusion. Honestly, I fail to understand how these casinos can have such a high security index with you. Because, if I can still gamble despite being self-excluded, it has nothing to do with security. And under point 13 of their T&C's, the case of stolen credit cards is clearly outlined, stating that bets must be refunded.
Automatic translation:
Public
Public
1 year ago
Translation
Hello Tomas, the title Complaint is actually not correct Cat Casino and Gama Casino are not only connected to each other but one and the same casino management is the same license is the same everything is the same the two casinos are actually 1 casino
Edited
Automatic translation:
Public
Public
1 year ago
Dear 2pfkdnyqj4,
Thank you very much for submitting your complaint. I’m terribly sorry for what you are going through.
First, let me emphasize that we don't deal with issues regarding a third-party deposit. In this matter, we cannot help you. Our recommendation would be for your friend to contact the casino informing them of the situation and request his funds to be returned to him.
Second, Please allow me to ask you a few questions regarding your self-exclusion, so I can better understand the situation.
Do I understand correctly you informed the Gama Casino about your gambling addiction on June 8th, 2023, and subsequently, your account was blocked?
Could you please advise when did you inform Cat Casino about your gambling problems?
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
Sensitive attachment
Sensitive attachment
1 year ago
Translation
That's right I informed Gama of my addiction on June 8th and the account was closed as a result, I didn't have to inform Cat Casino in this case as an exclusion from Gama also applies to Cat as these two casinos are not like most others Casinos operating under one name have other managements, here it is one and the same management and also in the email of my self-exclusion from Gama the email address of Cat Casino was mentioned. As I have already emphasized, these two casinos are one and the same and not different emails I've attached it for you again from back then, where you can see that the self-exclusion ran through Cat Casino
Automatic translation:
Public
Public
1 year ago
Translation
And my friend has already done this he has filed a police report against me I have reported this to Cat Casino and also given Cat Casino the phone number of the police officer who is handling the case
Automatic translation:
Public
Public
1 year ago
Translation
Also, with regard to the fact that I am blocked in the casinos, it doesn't matter which credit card I used - the casino is obliged to refund the deposits punkt
Automatic translation:
Public
Public
1 year ago
Translation
You can also see from the two screenshots that I'm sending you now that the casino doesn't take responsible gaming seriously, despite the ban I'm still getting emails with promotions that shouldn't be the case either 
Edited
Automatic translation:
Public
Public
1 year ago
Thanks for your messages.
Our recommendation is for the person you mentioned in your post to contact the casino directly regarding the funds deposited using their card/payment method.
Regarding your comment, these casinos are related, but they are not the same.
Please understand that casinos licensed in Curacao are not obligated by their license to share self-exclusion.
According to the Gama Casino's terms and conditions:
35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@gama.casino.
Unfortunately, there’s not written that all your accounts in other casinos of the same owner or operator will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Please send me the email you received from the Gama casino where they confirm your account has been self-excluded please. My email is tomas@casino.guru
Sensitive attachment
Sensitive attachment
1 year ago
Does this mean that Cat aka Gama Casino will refund deposits? The email just came
Sensitive attachment
Sensitive attachment
1 year ago
Translation
This Casino Tomas can't be surpassed in terms of audacity. I got an email today from a personal manager that I'm getting a bonus, so honestly you're protecting these scammers too
Automatic translation:
Public
Public
1 year ago
Dear user!
Your request is currently being processed. The project administration will process your request in the near future, after which we will notify you by e-mail about the decision. You should not worry, as the request has a priority status and will certainly be resolved.
Best regards, CatCasino team
Public
Public
1 year ago
Translation
I hope that this is true, dear Cat Casino team, because there are now several users here in the forum who have been lied to by you or Gama Casino stands by your word and you will be respected and taken seriously. Otherwise you will lose face
Edited
Automatic translation:
Public
Public
1 year ago
Thank both parties for the reply.
Dear CatCasino representative,
Kindly inform us about your decision on the matter.
I'll await your reply.
Public
Public
1 year ago
Translation
Hello Tomas and hello Catcasino representatives, I would like to point out that I and my colleague from whom I stole the Visa card, if no decision is made today, he will initiate a chargeback at his Visa-issuing bank and I at my own for my deposits from my Mastercard so there shouldn't be a solution until tonight you can close the case here at casino guru because then everything else will go through the chargeback
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Hello, so I don't think anything will happen here anymore, which is why I will initiate the chargeback tomorrow morning. Catcasino did not contact us with a final statement after the reimbursement was promised, although I have sent at least 10 emails since then. If you have contact with the casino, please give my decision I have an appointment at my bank at 1:00 p.m. and my colleague throws his documents in at his bank tomorrow because his bank is unfortunately closed tomorrow. Here in the screenshot you can see again that the reimbursement was promised but nobody has contacted me since then and the money didn't arrive either
Automatic translation:
Public
Public
1 year ago
Translation
Hello Casino Guru Team, you can close the case here now, I will initiate the chargeback at Mastercard because the casino only answers me with reassurances that it will still take time, but I think that 11 days should actually be enough to clarify something like this, I will report to the Russian financial supervision because the owners of Catcasino are Russian nationals, I also found out that the parent company Solvexi LTD is subject to the English financial supervision, so they are a member of the EEA and a chargeback is faster for me than writing 10 e-mails every day and putting me off thank you for your support and have a nice weekend
Automatic translation:
Public
Public
1 year ago
Thanks for your messages.
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
