The player from Ukraine had deposited approximately $500 and placed bets. The next day, his account had been blocked, and he was denied a refund for his deposits. Further attempts at communication had been thwarted when the casino also blocked the chat feature. The player had confirmed that he had passed all KYC verifications and had not used any bonuses. We had asked the casino to respond to the complaint, but despite multiple attempts, they did not cooperate. We had marked the complaint as 'unresolved' and advised the player to contact the Gaming Curaçao Authority for further assistance.
Mr.Cat Casino - Player's account blocked without refund.
Black points: 291
Amount: $461
Mr.Cat Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 days ago
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1 month ago
Translation
Dear Casino Guru, This casino is a complete scam! I deposited approximately $500! I placed sports bets and played slots! The next day, I could no longer access my account! The technical support chat told me that my account had been blocked! They didn't even want to refund my deposits!!! After which they even blocked the chat!!! I believe only fraudsters can steal their customers' personal funds!
Automatic translation:
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1 month ago
Dear xray200,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- When did you create the casino account?
- Could you please advise if you passed the KYC verification before the casino blocked your account?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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1 month ago
Translation
I created the account about 3 months ago. There were no problems at first. KYC passed all three stages successfully! I never took bonuses!
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3 weeks ago
Thank you very much for your reply, xray200. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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3 weeks ago
Translation
I would gladly send it to you, but they did not send me any explanations by mail. The only explanation I received was in the chat. The risk department decided to block my account with all my funds. After that I was also blocked in the chat itself.
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2 weeks ago
Thank you very much, xray200, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 weeks ago
Hello there,
Thank you xray200 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Mr.Cat Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Thank you!
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1 week ago
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.
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2 days ago
I have tried to contact the casino repeatedly but had no success. 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 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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