Complaint #5
CatCasino
Requested to have my account closed and was ignored
4 years ago
I've been playing at the casino for about a month, and have lost a fair amount of money. On February 6th, I requested to have my account banned, as I was losing too much money, felt I was being scammed, and that I wished to no longer play at their casino. At that time, I had no asked for a refund as it was my choice to play at the casino, and only wished to have my account closed, as their are limit options or any method of self-excluding on their platform.
I received an email later that day asking why I wanted to have my account closed, which I felt had been explained in my initial email, so I had assumed they'd closed the account. On the 13 of February I was able to logon and still able to play. I lost even more money, still my fault as I had not replied to the email. I replied to the email, again explaining that I wished to have my account closed. I received another email from them which read as: "I understand you. I myself often encountered bad luck in life. However, do not be upset because there are a huge number of players who do not just win at the casino, but do it on an ongoing basis. I am sure that you will be in this category too", basically ignoring my request.
On February 18th, I went on again to see if they had actually fulfilled my request, but no, I was still able to deposit and play, which unfortunately ended up happening. I struggle with gambling, and despite trying to avoid it, it often gets the best of me. Fed up, I emailed them again asking for a refund, which I honestly didn't expect to happen, and once again asked for my account to be banned. I received a reply telling me that they don't give refunds, which I wasn't overly concerned about. What concerns me is the fact that I was still able to login, even after that. Even as I write this, I still have access to my account, despite the fact that it has been nearly an hour since I received the final email from their support team.
It seems as though they will not close my account despite my best efforts, and I want it to be closed before I make any more mistakes. I was under the impression that they were legally obligated to fulfil my self-exclusion/account closure request. All I ask is to have my account closed, and for other players to have a way of self-excluding, as well as setting limits so they don't end up in the same situation as I have found myself in.
I have screenshots, and the emails showing my interactions with CatCasino, so I am able to send those.
I received an email later that day asking why I wanted to have my account closed, which I felt had been explained in my initial email, so I had assumed they'd closed the account. On the 13 of February I was able to logon and still able to play. I lost even more money, still my fault as I had not replied to the email. I replied to the email, again explaining that I wished to have my account closed. I received another email from them which read as: "I understand you. I myself often encountered bad luck in life. However, do not be upset because there are a huge number of players who do not just win at the casino, but do it on an ongoing basis. I am sure that you will be in this category too", basically ignoring my request.
On February 18th, I went on again to see if they had actually fulfilled my request, but no, I was still able to deposit and play, which unfortunately ended up happening. I struggle with gambling, and despite trying to avoid it, it often gets the best of me. Fed up, I emailed them again asking for a refund, which I honestly didn't expect to happen, and once again asked for my account to be banned. I received a reply telling me that they don't give refunds, which I wasn't overly concerned about. What concerns me is the fact that I was still able to login, even after that. Even as I write this, I still have access to my account, despite the fact that it has been nearly an hour since I received the final email from their support team.
It seems as though they will not close my account despite my best efforts, and I want it to be closed before I make any more mistakes. I was under the impression that they were legally obligated to fulfil my self-exclusion/account closure request. All I ask is to have my account closed, and for other players to have a way of self-excluding, as well as setting limits so they don't end up in the same situation as I have found myself in.
I have screenshots, and the emails showing my interactions with CatCasino, so I am able to send those.
Screenshot
