CatCasino - El casino se niega a cerrar la cuenta del jugador.

I've been playing quite a bit at Catcasino, and I've had quite a run of bad luck. I therefore no longer wish to play at this casino and have requested multiple times through live support for my account to be closed. However, they refuse to do this, instead trying to offer me bonuses and other odd things. This is the strangest interaction I've ever had while speaking with live support at a casino. Is this acceptable?

Jag har spelat end del på casinot Catcasino och har haft väldigt otur och vill därför inte spela mera på casinot och ber live supporten att stänga av mitt konto. Jag ber som flertal gånger att stänga av kontot men dom vägrar och försöker erbjuda mig bonusar och andra konstiga saker. Det märkligaste jag har stött på när jag har pratat med en love support på ett casino. Är detta okej?

Dear Seezoram,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. 

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances 

(after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

• Do I understand correctly that the reason for account closure is unsatisfactory RTP?
• Could you please explain what the disputed amount of kr6000 represents in this situation?

Thank you very much in advance.

Best regards,

Tomas

Hello,

The reason I want to close the account is that I think the RTP is extremely low on the games I have played, significantly much lower than his other casinos. Then I can only play his et a few game suppliers at casinos, for example Nolimt but not hacksaw and pragmatic.

The sum of SEK 6,000 is the amount I have deposited in the casino after which I decided to close the account!

What really shocked me was how unhelpful the live support was when I wanted to close my account. They lured me with bonuses repeatedly instead of helping me with my request. They also didn't want to guide me anywhere I could self-exclude myself, which I have now found at Catcasino.

They also write about how I can win more money by using different strategies, etc. I have never heard this before from any live support from any other casino I have played at

I have even now received a message on whatsapp from the casino about the bonus they wanted to give me. The least professional live support I've come across at any online casino I've played at and extremely aggeessive marketing!

I can't understand how this casino has such a high rating here at Casino Guru!

Considering their methods of preventing me from closing my account and instead sending bonuses to my private number to entice me to play more, I really think you should report Catcasino for their unethical practices!

Sincerely

Hej,

Orsaken till att jag vill stänga kontot är att jag tycker RTP är extremt låg på de spelen jag har spelat, betydligt mycket lägre än his andra kasinon. Sedan kan jag bara spela his et fåtal spelleverstörer på casinon, tex Nolimt men inte hacksaw och pragmatic.

Summan på 6000kr är det beloppet jag har satt in på casinot varefter jag bestämde mig för att stänga kontot!

Vad som verkligen gjorde mig chockad var hur ohjälpsamma live supporten var när jag ville stänga mitt konto. De lockade mig med bonusar upprepade gånger istället för att hjälpa mig med min begäran. De ville heller inte vägleda mig till vartnånstans jag kunde självexkludera migsjälv, vilket jag nu har hittat på Catcasino.

De skriver också om hur jag kan vinna mera pengar genom att använda olika strategier osv. Jag har aldrig hört detta förut från någon live support från något annat kasino jag spelat på

Jag har även nu fått ett meddelande på whatsapp från casinot om bonusen de ville ge mig. Den minst professionella live supporten jag har stött på hos något online casino jag spelat på samt extremt aggeessive marknadsföring!

Jag kan inte förstå hur detta casino har en sådan hög rating hor er här på Casino Guru!

Med tanke på deras metoder att hindra mig från att stänga mitt konto samt att istället skicka bonusar på mitt privata nummer för att locka mig till att spela mera, tycker jag verkligen ni borde anmäla Catcasino för sina oetiska tillvägagångssätt!

Mvh

Here is the conversation with the live support. I was quite frustrated and a bit ironic here, which was stupid of me. However, that does not change the fact that they refused to close my account at my request after several follow-up questions!

Här är konversationen med live supporten. Jag var ganska frustrerad och lite ironisk här, vilket var dumt av mig. Dock ändrar inte det faktumet att dom vägrade att stänga ner mitt konto på min begäran efter flertal av efterfrågor!

I sent a request to self exclude myslef from playing at their casion without any response. This was 5 days ago. Whatever their strategies are I deem it to be of outmost unethichal in this business, that alongside with the absymal response from the live support I recieved I cannot judge this casino to be that of a serious one whatsoever! Please, reconsider the rating this casino has been give on this site for future players!

Thanks

Dear Seezoram,

I apologize for not replying sooner.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings CatCasino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx (gambling problems/ not related to any gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@catcasino.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance."

Hello!

We are sorry that communicating with our support has caused you discomfort. Account blocking is done according to a certain procedure and we are truly sorry that we have upset you.

As we can see, at the moment your account is permanently blocked without the right to unblock it.

Dear Seezoram,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey, since the "damage" is already done, there's not much to do now. What I want to highlight most of all is how incredibly unprofessional the live support was and how that is reflected in the casino's treatment of me as a customer.

Thus, I do not understand how Catcasino can have such a high reputation and reputation here at CasinoGuru. I have never encountered a live support that partly refuses to help me with my request to suspend my account, but also does not guide me on how to proceed. Plus they want to suggest how I can instead "win" money via tips they give me.

I have NEVER experienced this, not ONCE at the 100+ online casinos I have played at.

It is exactly this treatment that I want to be reflected in how CatCasion is rated here on CasionGuru so that other players do not experience the same treatment as I did!

Hej, eftersom "skadan" redan är skedd finns det inte så mycket att göra nu. Det jag helst av allt vill framlysa är hur otroligt oprofessionellt live supporten var och hur det reflekteras i kasinots bemötande med mig som en kund.

Jag förstår således inte hur Catcasino kan ha ett så högt rykte och anseende här på CasinoGuru. Jag har aldrig stött på en live support som dels vägrar hjälpa mig med min efterfrågan om att avstänga mitt konto, men att inte heller vägleda mig till hur jag ska gå till väga. Plus att de vill föreslå hur jag istället kan"vinna" pengar via tips som dom ger mig.

ALDRIG har jag varit med om detta, inte EN enda gång hos de 100+ online kasinon jag har spelat på.

Exakt detta bemötandet vill jag ska reflekteras i hur CatCasion betygsätts här på CasionGuru så att andra spelare inte råkar ut för samma bemötande som jag gjorde!

Thanks to the casino for confirming that Seezoram's account was permanently closed.

Dear Seezoram,

We believe any casino has an incentive to keep you as a customer, and as long as you don't inform the casino you are suffering from any gambling problems, the player is ultimately responsible for depositing and playing in the casino.

Since your account has been closed and we don't believe you are eligible for a refund of lost funds, the disputed amount will be adjusted and the complaint will be closed as resolved. Any posts that can be kept public will stay public. Thanks for your understanding.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casinos in the future. We are here to help.

Best regards,

Tomas

Casino.Guru