CatCasino - Player's advertised cashback not received.

I have deposited around 1000€, during the previous week. (29.01 - 04.02 // 2024) and they have a cashback on every monday.

I did not have any withdrawals, any winnings. Only losses. In their terms, it says that I need to have a loss of minimum of 5000 RUB(50 dollars), which I did!

My problem is that they did not issue my cashback today, on monday as they say they do. I should receive 10% at least, for 1000€.

Their support via chat is completely useless, one of them even said they do not have cashback on the platform.

They keep delaying me saying that they have escalates the issue to a technical team, without giving me any solid response.

I think it’s unfair that they keep refusing to issuea cashback that THEY ADVERTISE.

And their support? It’s terrible!!! None of them were helpfull, they don’t seem to have any common sense or understand english.

Dear Halex99,

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

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

Could you please clarify this is the bonus you tried to activate on your account?

Have you activated other bonuses when playing in the casino using the previous week's deposits?

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

Hello,

No, their cashback system does not need a click on the sign-up button. It works based on losses as they advertise, if you loose enough money, the following week, on Monday, you get a cashback. BUT that is indeed the procentage for losses more than 25.000 RUB.

I only used a 100% bonus, for a 20$ deposit, but that did not get wagere, it got lost. So that got cancelled. Nothing else

I had cashbacks from them before, without me clicking on anything, I attached proof of what they advertise and what I received previously.

Hello.

We apologize for the inconvenience, due to technical reasons the bonus was not displayed, but at the moment the difficulty has been resolved and the cacheback is available to you.  

It should be displayed in the "My Bonuses" section, you just need to activate it. The bonus will be available in your personal cabinet until 23:59 07.02.2024 UTC.

Thanks both parties for the reply.

Dear Halex99,

Please let me know if we may consider the issue resolved.

We have checked the player's account and see that he has already used the cashback offered to him and also successfully wagered the wager from the bonus, after which the funds were transferred to the real balance.

Dear CatCasino

I appreciate your response.

We'll wait for the player's confirmation, otherwise, the player's complaint will be rejected after 14 days of non-responsiveness.

Dear Halex99,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.