CatCasino - La cuenta del jugador permanece desbloqueada a pesar de las solicitudes de autoexclusión.

Hello. Please help! Cat Casino refuses to block my account. Over the past five years, the casino has repeatedly failed to comply with my requests for permanent self-exclusion and has offered me the opportunity to regain access. During this period, my gaming losses (deposits minus withdrawals) amount to over 500,000 rubles.

In 2022, I realized I had a gambling addiction and began trying to overcome it. Since then, I've been unsuccessfully trying to get banned from Cat Casino.

The first time I asked to block my account for at least six months was on May 11, 2022, and it was supposedly blocked. Four days later, I wanted to play again and asked to unblock it... IT WAS UNBLOCKED.

(There are scriptures)

Then in August 2022, I contacted support with a request to delete the account FOREVER, to block it due to a PROBLEM with gambling.

On August 10, 2022, my account was blocked. I immediately asked if I could unblock it and received a "yes" answer. I once again insistently asked to delete the account so that I would not have the opportunity to unblock it (There are screenshots)

On August 20, 2022, I received another promotion from Cat Casino, in response to which I asked if I could participate and unblock my account, to which I received a POSITIVE answer.

In 2023, my gambling addiction led to serious financial and personal consequences, including debt and job loss. I subsequently filed for bankruptcy and made attempts to overcome my gambling addiction.

In 2024, I returned to trying to block my account on Cat Casino. (There are screenshots.) But I kept playing. Cat Casino was the only project left that refused to block me.

I'm also attaching my most recent message, where I mention my gaming addiction in every message and ask to be blocked. I receive the usual responses, asking why I thought I had a gaming addiction and that it's okay to just play for fun, and that I shouldn't block myself. Nothing helps!

The last message I received was that my account was blocked for 7 days. I'm attaching a screenshot showing how I can log in and make a deposit right now.

I've attached only 5 screenshots from the email (I have at least 12, please indicate where I can send the rest)

But there have been so many phone calls, chats on the website, on Telegram. I'm so tired. Please. Help me.

Due to the fact that the casino continued to allow me to place bets and deposit funds into my account after receiving my explicit request for a voluntary block, I demand compensation for all net financial damages incurred as a result of this violation for the period from May 11, 2022, to August 22, 2026. The amount of damages is approximately 500,000 rubles, calculated as the sum of all deposits for the specified period minus all withdrawals for the same period.

Добрый день. Прошу, помогите! Cat Casino отказываются блокировать аккаунт. На протяжении 5 лет казино неоднократно не исполняло мои требования о постоянном самоисключении и предоставляло мне возможность восстановить доступ. За этот период мной были понесены игровые потери при личном подсчете (депозиты за минусом выводов) - более 500 000 рублей.

в 2022 году я осознал у себя игровую зависимость и начал попытки борьбы с ней. С этого же момента я безуспешно пытаюсь добиться блокировки в Cat Casino.

Первый раз я попросил заблокировать аккаунт хотя бы на полгода 11.05.22, аккаунт якобы был заблокирован. Через 4 дня, я опять хотел поиграть и попросил его разблокировать... ЕГО РАЗБЛОКИРОВАЛИ.

(Есть срины)

Далее в августе 22 года, я обращался в поддержку с просьбой удалить аккаунт НАВСЕГДА, заблокировать в связи с ПРОБЛЕМОЙ с азартными играми.

10.08.22 мне заблокировали аккаунт, я сразу спросил могу ли я его разблокировать и получил ответ "да" - Я еще раз настоятельно попросил удалить аккаунт, чтобы у меня не было возможности его разблокировать (Есть срины)

20.08.22 мне пришла очередная промоакция от Cat Casino, где в ответ на это я уточнил могу ли я принять участие и разблокировать аккаунт, на что получил ПОЛОЖИТЕЛЬНЫЙ ответ.

В 2023 году игровая зависимость привела меня к серьёзным финансовым и личным последствиям, включая долги и потерю работы. Впоследствии я прошёл процедуру банкротства и предпринимал попытки избавиться от игровой зависимости.

в 24 году я вернулся к попыткам заблокировать аккаунт на проекте Cat Casino. (Есть срины) Но я продолжал играть. Cat Casino уже остался единственный проект, который отказывался меня блокировать.

Прикладываю так же последнее обращение, где я в каждом сообщении пишу об игровой зависимости и прошу меня заблокировать, на что получаю дежурные ответы, о том чего это я решил, что у меня игровая зависимость и ведь можно просто играть в удовольствия, и что я не должен себя блокировать. Ничего не помогает!

Последнее что мне написали, что мой аккаунт заблокирован на 7 дней. Прикладываю скрин, как прямо сейчас я могу зайти в него и сделать депозит.

Приложил только 5 скринов из почты (у меня их минимум 12, просьба указать куда я могу выслать остальные)

Но сколько было телефонных разговоров, переписок в чате на сайте, в тг. Я очень устал. Пожалуйста. Помогите мне.

В связи с тем, что после получения моего однозначного запроса о добровольной блокировке казино продолжило предоставлять мне возможность совершать ставки и пополнять счёт, требую компенсировать весь чистый финансовый ущерб, возникший вследствие этого нарушения, за период с 11.05.2022 по 22.08.2026 . Размер ущерба составляет порядка 500 000 рублей, рассчитанный как сумма всех депозитов за указанный период за вычетом всех выводов за тот же период.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you to provide some additional evidence so that we can properly investigate your case.

• Could you please forward me the original email threads between you and the casino’s customer support regarding your self-exclusion requests and the casino’s responses, as well as your subsequent requests to reopen your account and any other communication that may be relevant to our investigation? My email address is veronika.f@casino.guru.

Please make sure to forward the emails in their original format, preferably as .eml attachments, rather than screenshots. Please also do not edit, redact, or hide any information from these emails. We will not publicly share sensitive communications or disclose them to third parties. However, we need to verify that the communications were genuinely sent by you and that the full context has been preserved.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hello, Veronica! Thank you for your reply.

I have collected the surviving correspondence and sent it in the original .eml format to your email.

Здравствуйте, Вероника! Спасибо за ответ.

Я собрал сохранившуюся переписку и отправил её в исходном формате .eml на вашу почту.

Hello,

Thank you for bringing this matter to our attention.

We have carefully reviewed your message and are currently gathering all relevant information regarding your account, including the history of your self-exclusion requests and the circumstances described in your complaint.

Please note that your account has already been blocked.

Our relevant department is conducting a thorough review of the case. Once the investigation is completed and we receive the necessary information, we will return with a detailed response in this thread.

Kind regards,

Cat Casino Team

Dear Disspe4er

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Disspe4er,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on.

Dear casino representative,

Thank you for joining the discussion and confirming that the player’s account has now been blocked.

Please proceed with your investigation and share your findings once the review is complete, particularly regarding the player’s historical self-exclusion requests, subsequent account reopenings, and relevant account activity.

In addition, please provide us with a file containing the player's full transaction history since he opened his account until now. It can be sent to martin.l@casino.guru

Thank you in advance.

Dear Disspe4er,

I can confirm we have received a message from the casino.

It is my understanding the casino has provided you with a settlement offer - refunding all of net your losses since August 2022.

The financial report provided by the casino appears consistent, and I currently have no evidence supporting a higher amount. If you believe the calculation is incorrect, please identify the specific deposit that is missing or withdrawal that has been incorrectly included and provide us with bank statements documenting such discrepancies.

Good afternoon. I haven't received your financial statement. Could you please provide it to me or inform me of the net loss amount reported in it since August 2022? Thank you.

Добрый день. Я не получал финансовый отчет. Просьба предоставить его мне или сообщить о сумме указанных в нем чистых убытков с августа 2022 года. Спасибо.

Hello Disspe4er,

unfortunately, I will be unable to share the documents the casino has shared with us, unless the casino specifically agrees to it.

Nevertheless, we have received a copy of your transaction history, documenting your website activity, which indicates you have deposited €14,092.22 and withdrawn €12,623.53 from 10 August 2022 onward.

The casino has agreed to refund your net losses of €1,468.69.

Earlier, immediately after filing my complaint, the casino offered me first 100,000 rubles, and then 150,000 rubles as a settlement. However, I was not informed that these amounts supposedly represented the full amount of my net losses since August 2022.

Now I am informed that according to the casino's financial report, my net losses for the same period amount to only EUR 1,468.69.

Since the indicated amount differs significantly from my own calculations, which I conducted by checking the transaction history in my personal account, I request:

Request permission from the casino to provide me with a copy of the relevant report, or to provide me with a list of deposits and withdrawals with dates and amounts.

If the casino cannot provide me with a financial statement directly, is it possible to provide me with temporary access to the transaction history section of my account so that I can independently check all deposits and withdrawals starting from August 2022?

I'm not saying that the casino's calculation is necessarily wrong - I want to be able to verify it because the discrepancy with my own data is significant.

Ранее, непосредственно после подачи жалобы, казино предложило мне сначала 100 000 RUB, а затем 150 000 RUB в качестве урегулирования. При этом мне не сообщалось, что данные суммы якобы соответствуют полному размеру моих чистых убытков с августа 2022 года.

Сейчас мне сообщается, что согласно финансовому отчёту казино мои чистые убытки за этот же период составляют всего 1 468,69 EUR.

Поскольку указанная сумма существенно расходится с моими собственными расчетами, которые я проводил сверяясь с историей транзакций в личном кабинете, прошу:

Запросить у казино разрешение предоставить мне копию соответствующего отчета, либо предоставить мне перечень депозитов и выводов с датами и суммами.

Если казино не может предоставить мне финансовый отчет напрямую, возможно ли предоставить мне временный доступ к разделу с историей транзакций моего аккаунта, чтобы я мог самостоятельно проверить все депозиты и выводы начиная с августа 2022 года?

Я не утверждаю, что расчёт казино обязательно является неверным — я хочу получить возможность его проверить, поскольку расхождение с моими собственными данными является существенным.

Dear Disspe4er,

thank you for your clarification.

Since you dispute the figures provided by the casino, please now submit your own calculation together with supporting payment records.

Specifically, please identify which deposits you believe are missing or which withdrawals you believe have been incorrectly included. You may support this with bank statements, e-wallet statements, cryptocurrency transaction records, or individual deposit and withdrawal receipts. It is sufficient to provide records relating to the specific discrepancies you allege.

Please send this evidence privately to martin.l@casino.guru.

Please note that the casino did not provide me with the financial report. Therefore, at this time, I am unable to identify any specific discrepancies or incorrectly reported findings.

I cannot isolate specific transactions from the casino's calculations, since I do not know the list of transactions on the basis of which the indicated amounts were calculated.

I request that the casino permit me to receive a copy of the relevant financial statement or provide me with a list of all deposits and withdrawals with dates and amounts starting from August 10, 2022.

Once I receive this information, I will be able to compare it with my data and point out any specific discrepancies that may exist.

Thank you.

Прошу обратить внимание, что финансовый отчёт, предоставленный казино, мне не был предоставлен. Поэтому на данный момент я не могу указать конкретные расхождения или ошибочно учтённые выводы.

Я не могу вычленить конкретные операции из расчёта казино, поскольку мне неизвестен перечень транзакций, на основании которого были рассчитаны указанные суммы.

Прошу запросить у казино разрешение предоставить мне копию соответствующего финансового отчёта либо предоставить мне перечень всех депозитов и выводов с датами и суммами, начиная с 10 августа 2022 года.

После получения этой информации я смогу сопоставить её со своими данными и указать конкретные расхождения, если они имеются.

Спасибо.

Dear casino representative,

please let us know whether it is possible to provide the player with the transaction records.

Dear Disspe4er,

you previously stated that you had already calculated the amount.

Please therefore provide me with more information regarding your own calculation first, ideally via providing me with the transaction histories of the payment methods you have used to deposit in the casino. This is important so we can verify whether you may be owed the stated 500 000 RUB or more.

Once I receive your calculation and supporting evidence, I will compare your totals with those provided by the casino. If there is a credible material difference, I will ask the casino to clarify it.

Please send the documents privately to martin.l@casino.guru.

Until contrary evidence is provided, the casino’s report remains the only substantiated financial record available to me, and it supports net losses of €1,468.69.

Martin, good afternoon.

I calculated this amount directly in my casino account, checking my transaction history. I now suspect the discrepancy may have arisen, in part, because I included the period up to August 10, 2022, in my calculations.

If you confirm that the financial statement provided by the casino appears to be consistent, I accept your stated net loss calculation of EUR 1,468.69 and am willing to accept the casino's proposed settlement.

I'd also like to clarify: no one has contacted me directly regarding compensation yet. Could you please tell me if further communication and the payment process will take place in this discussion thread, or if a casino representative will contact me separately?

I would like to separately thank you and the casino representatives for your assistance in resolving this issue.

Martin, добрый день.

Я рассчитывал данную сумму непосредственно в личном кабинете казино, сверяясь с историей транзакций. Сейчас я предполагаю, что расхождение могло возникнуть, в том числе из-за того, что в своих расчётах я учитывал период до 10.08.2022.

Если вы подтверждаете, что предоставленный казино финансовый отчёт выглядит согласованным, я принимаю указанный вами расчёт чистых убытков в размере 1 468,69 EUR и готов принять предложенное казино урегулирование.

Хотелось бы также уточнить: со мной пока никто не связывался непосредственно по поводу компенсации. Подскажите, пожалуйста, будет ли дальнейшая коммуникация и процедура выплаты проходить в этой ветке обсуждения, или со мной свяжется представитель казино отдельно?

Отдельно хотел бы поблагодарить вас и представителей казино за содействие в урегулировании данного вопроса.

Dear Disspe4er,

Thank you for the clarification and for confirming that you accept the proposed refund of €1,468.69.

We will now wait for the casino representative to confirm the payment arrangements. If any information or action is required from you, the casino will inform you either here or privately. The complaint will remain open until you confirm that the funds have been received.

Dear casino representative,

The player has confirmed that he accepts the proposed refund of €1,468.69. Please proceed with the payment and let us know once it has been processed, as well as whether any further action is required from the player.

Thank you both for your cooperation.

Hello,

We sincerely apologize for the delay.

We would like to confirm that we are already in the process of compensating the customer for the amount in question. We will contact the customer directly, and the full amount will be compensated accordingly.

Thank you for your patience and understanding.

Kind regards,

Cat Casino Team

Dear casino representative,

thank you for your response and willingness to resolve the issue amicably.

Dear Disspe4er,

thank you for your patience. Please keep us updated on the status of the refund.

Hello,

The compensation has been successfully credited to your account.

Your account has been temporarily unblocked solely for the purpose of withdrawing the available funds. Please note that gaming and deposit features remain restricted, and only the withdrawal option is currently available to you.

Once the withdrawal has been successfully completed, your account will be blocked again.

Kind regards,

Cat Casino Team

Hello,

As we can see, your withdrawal has been successfully completed, and your account has now been closed.

Kind regards,

Cat Casino Team

Good afternoon. I confirm.

Thanks to everyone in this discussion thread.

Добрый день. Подтверждаю.

Благодарю всех в этой ветке обсуждения.

Dear Disspe4er,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at CatCasino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru