Mr.Cat Casino - Player's account has been closed due to verification issues.

Hi

I had verified account there, but after I won bigger amount one day I had 1970 and wanted to withdraw part of it. They rejected my withdrawal and asked to pass additional verification. I sent them everything on mail. My account is not permanently closed and won't be opened "Due to the third party automatically detecting risk concerns in your account" they can't even explain what is it, just stole 1970$

Dear tiean9,

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. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the casino account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello Dominika

1. Yes I did 2 times in the past, however the last amount in my balance was way higher
2. No bonus was claimed

Dear tiean9, thank you for the information provided.

Has the casino explained why your account is closed?

Are there any updates regarding the account?

Hello

There was no explanation at all, they instantly close topic and don't want to cooperate.

What you see on screenshot this is all they said about my account closure.

Account is permanently closed, this is the last and only update....

Thank you very much, tiean9, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Hello tiean9,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mr.Cat Casino representative to join this conversation and participate in resolving this complaint.

Dear Mr.Cat Casino,

Could you comment on this?

Thank you in advance for providing the information.

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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru