I am being denied withdrawal due to self exclusion

I won €4,602,32 and attempted to withdraw it, but I was told I needed to complete the verification process first. The verification process took 8 hours, as it was unnecessarily complicated by the support team. Once I completed it, I requested a withdrawal again, but it was declined.

I contacted support, and they informed me that my daily withdrawal limit is €1,500. I then submitted a request for €1,500, but it was also rejected. I reached out again, and they claimed there were technical issues, advising me to try again later. I followed their advice and tried multiple times, but I received the same response each time, without any successful withdrawal.

I am constantly being given excuses and no actual help. It feels like the support team is simply stalling and not addressing my issue. I am extremely frustrated, and I am seeking immediate assistance to resolve this matter and process my withdrawals.

Hello,

I started playing in Cat Casino almost two years ago on 07/04/2023. I immediately verified my account. I played live blackjack and sometimes slots to wager a bonus provided by the personal manager via email, phone call or a message in Telegram chat.

I repeatedly lost my deposits, made new ones, and withdrew when I won. Cat Casino had never had any problems with how I played and always withdrew my winnings.

Over January I lost a lot of funds, close to 4'000 euro, then I decided to double my bet to 100 euro and started making deposits of 5'000 instead of 2'000. Prior to that I had a chat with personal manager about higher withdrawal limit for my account, on which he has answered the following (translated via google translate):

“Cool, I like your aspiration, good

I will send a request for an increase to the administrative department, but I would like to warn you right away that this is not a quick procedure. But as soon as they give me an answer to my request, I will immediately write to you. Agreed?”

After that I lost another 5’000 euro, deposited again, won and withdrew 4’000, lost the remaining balance and then made my final deposit of 5’000.

On 20/02/2025 I got lucky and won a lot in live blackjack and had a little bit more than 8'600 euro on my balance. I set 4'000 on withdrawal in the evening, but had to wait for longer than usual, so I went to sleep. I woke up with my account banned, my winnings taken from me and an email from Cat Casino saying that I allegedly broke the ToS by gaining an unfair advantage over the casino.

If needed, I can provide all the emails, messages, transactions of deposit and withdrawals.

With best regards,

< first name removed >

I am writing to file a formal complaint against the "Cat Casino" platform for their unprofessional behavior regarding the failure to close my account as requested and the manipulation of my personal data.

Details of the Complaint:

1. Request for Account Closure:
Five months ago, I requested to close my account with "Cat Casino" due to personal issues related to gambling. Despite my repeated attempts to contact their support team via email and other communication channels, I have received no response to date.

2. Continued Gambling:
During this period, due to the lack of response from "Cat Casino" regarding my account closure request, I continued to place bets and play on the platform, which led to losses amounting to 250,000 euros. I was in a vulnerable mental state due to these personal issues, and the closure of my account should have been an immediate priority.

3. Manipulation and Avoidance of Responsibility:
About a month ago, I filed a complaint on another platform regarding the failure to close my account, and their response was to create a fake email address and claim it was my email! This reply raises serious concerns about the integrity of the company and appears to be a deliberate attempt to manipulate my data and avoid addressing my complaint.

4. Requests:

* I demand the immediate closure of my account and compensation for the losses I incurred due to their failure to act on my request.

* I request an investigation into their conduct and a review of how they handle customer complaints, especially in cases like mine.

* I expect a clear response explaining the delay in closing my account and their failure to address my concerns appropriately.

Thank you for your attention to this matter. I look forward to a prompt and effective resolution of the issue I have faced.

Hello,

I would like to ask for help with repeated rejected withdrawals at CatCasino. I have made 2 deposits through debit card (EU currency), played for a few days, completed verification of my personal data, address, debit card and bank account. But when I tried to withdrawal, the problems started. I have tried several times to make a withdrawal through the same debit Mastercard I used for deposit, but it is always rejected. I ve also tried bank transfer (verified bank account), different card and btc. No success.

Here is evidence of verification, rejected withdrawals and email communication: < Link #1 removed >

Here is my last chat with live support, instructing me to make new request and promising fast withdrawal: < Link #2 removed > (also failed)

I have contacted their live support 3 times, but their only advice was make another withdrawal request, excuse is always that it is fault of payment provider. Their withdrawal policy states they support Mastercard PT to Czech republic.

Thank you for any help

The verification is all set, but when I follow their instructions for making a withdrawal it always ends up with cancellation. They keep telling me to do it all over; that it should work "this time", but I'm afraid they won't accept any withdrawal from my account.

First I tried to make a withdrawal for 800€, at the time I received my money back; since they rejected it, I had won more. I made a new attempt to withdrawal; for 1.300€, also rejected. Don't know how many times I have tried, or asked the staff for guidelines in chat. Always the same. Can you please help me? 😔🙏🏻

Thank you in advance! 🙌🏻

BR//< first name removed >

(I tried to attach my screenshot files, but it didn't work; I can send them as a response if you email me. 🙏🏻)

Four days I trying to withdrawal my money and all the time coming Gmail with some reasons why I can't do it.

I upload all documents were asking in this site.

And now coming Gmail: Failed withdrawal - funds were returned to your game balance due to technical reasons on the side of the payment provider. Please create a new request.