The player from Russia struggles to enforce a self-exclusion from Cat Casino despite multiple requests spanning several years, leading to significant financial loss due to his gambling addiction. He demands transparency regarding his account closure and seeks compensation for the financial damages incurred while his requests went unacknowledged.
CatCasino - Player's account remains unblocked despite self-exclusion requests.
Opened
Current status
Waiting for player to reply
6d 23h 6m 5s
CatCasino
Safety Index 9.0 Very highCase summary
Discussion
Public
Public
2 days ago
Translation
Hello. Please help! Cat Casino refuses to block my account. Over the past five years, the casino has repeatedly failed to comply with my requests for permanent self-exclusion and has offered me the opportunity to regain access. During this period, my gaming losses (deposits minus withdrawals) amount to over 500,000 rubles.
In 2022, I realized I had a gambling addiction and began trying to overcome it. Since then, I've been unsuccessfully trying to get banned from Cat Casino.
The first time I asked to block my account for at least six months was on May 11, 2022, and it was supposedly blocked. Four days later, I wanted to play again and asked to unblock it... IT WAS UNBLOCKED.
(There are scriptures)
Then in August 2022, I contacted support with a request to delete the account FOREVER, to block it due to a PROBLEM with gambling.
On August 10, 2022, my account was blocked. I immediately asked if I could unblock it and received a "yes" answer. I once again insistently asked to delete the account so that I would not have the opportunity to unblock it (There are screenshots)
On August 20, 2022, I received another promotion from Cat Casino, in response to which I asked if I could participate and unblock my account, to which I received a POSITIVE answer.
In 2023, my gambling addiction led to serious financial and personal consequences, including debt and job loss. I subsequently filed for bankruptcy and made attempts to overcome my gambling addiction.
In 2024, I returned to trying to block my account on Cat Casino. (There are screenshots.) But I kept playing. Cat Casino was the only project left that refused to block me.
I'm also attaching my most recent message, where I mention my gaming addiction in every message and ask to be blocked. I receive the usual responses, asking why I thought I had a gaming addiction and that it's okay to just play for fun, and that I shouldn't block myself. Nothing helps!
The last message I received was that my account was blocked for 7 days. I'm attaching a screenshot showing how I can log in and make a deposit right now.
I've attached only 5 screenshots from the email (I have at least 12, please indicate where I can send the rest)
But there have been so many phone calls, chats on the website, on Telegram. I'm so tired. Please. Help me.
Due to the fact that the casino continued to allow me to place bets and deposit funds into my account after receiving my explicit request for a voluntary block, I demand compensation for all net financial damages incurred as a result of this violation for the period from May 11, 2022, to August 22, 2026. The amount of damages is approximately 500,000 rubles, calculated as the sum of all deposits for the specified period minus all withdrawals for the same period.
Automatic translation:
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54 minutes ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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54 minutes ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you to provide some additional evidence so that we can properly investigate your case.
- Could you please forward me the original email threads between you and the casino’s customer support regarding your self-exclusion requests and the casino’s responses, as well as your subsequent requests to reopen your account and any other communication that may be relevant to our investigation? My email address is veronika.f@casino.guru.
Please make sure to forward the emails in their original format, preferably as .eml attachments, rather than screenshots. Please also do not edit, redact, or hide any information from these emails. We will not publicly share sensitive communications or disclose them to third parties. However, we need to verify that the communications were genuinely sent by you and that the full context has been preserved.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
