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.
CatCasino Complaint Stats
Resolved
14 / 15
Avg. Amount
$18,425
Avg. Complaint Duration
6 days
Avg. Response Time
2 days
CatCasino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 11 out of 11 complaints in this category have been resolved.
This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.
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