Mr.Cat Casino - Pelaajan tili estetty henkilöllisyyden vahvistamisen jälkeen.

Good afternoon, I am in despair, this company blocked my account after I provided all the documents for verification and refuses to withdraw funds in the amount of $505.

Hello morfeymal,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mr.Cat Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? What was the reason of the account block?

Looking forward to your answer.

Regards,

Nick

I made deposits and bets, everything was fine until I made a withdrawal request! Today I tried to access the casino website, but I was not allowed into the system. In the live chat they told me that my account was blocked, on 16.05 I sent documents for verification by email and directly to the casino website itself, by email I sent them a photo of my passport, a selfie with a passport, a bank statement indicating my place of residence and screenshots of deposits . There are three levels of verification on their website. The first two have been approved, today it's time to check out the full third level check. I attach screenshots of communication with the support service.

I just don’t understand, is this the second casino in two weeks that simply closes accounts, I haven’t seen such chaos for a long time, or is there some specific model for addressing players from Russia, I’m in complete despair(

Hello morfeymal,

Did you deposit with your own payment provider - is it under your name?

Good afternoon, I made a deposit using the metamask crypto wallet

Thank you morfeymal for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello morfeymal,

My name is Kubo and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I've reached out to Mr.Cat Casino's representatives via their official email address and am currently awaiting their response. I'm hopeful that they will reply soon so that we can progress towards resolving the issue at hand.

Thank you in advance for your patience in this matter!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear morfeymal,

Although the casino representative initially responded to my email and expressed a willingness to assist, further communication has ceased, and no helpful evidence has been provided. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Gaming Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jakub.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo