Mr.Cat Casino - Hráčský účet byl uzavřen a výhry zabaveny.

This Casino Scammed me for 1000$

My account was verified and I did already withdrawal in past but when I requested withdrawal 1000$ they forced me to do advanced KYC to unlock account after I sent them all required documents they closed my account and took money. I did not use any bonus just played in casino and sports with my own money.

Dear elnoraqml,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify when exactly your account was created?
• Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hi Kristina,

My account was created on 2nd August 24

Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Yes It was only this. I did not receive any information over mail, I only noticed that my account is disabled when I tired to login and then I asked them over chat.

Thank you very much, elnoraqml, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello elnoraqml,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Mr.Cat Casino to join the conversation.

Dear Mr. Cat Casino,

I would be grateful if you could provide clarification regarding the circumstances that led to the closure of the player's account. Furthermore, I would like to understand the reasons for the non-processing of the player's withdrawal.

Dear elnoraqml,

Could you kindly send me any proof that you submitted your documents to the casino for the KYC process? It appears they have not received any documentation from you.

Hello

My account had Intermediate verification level ( 2 of 3 ) later they requested full verification with sending documents to their mail, there is proof

Dear elnoraqml,

I am still awaiting further information from the casino team. Despite my repeated inquiries, I have not yet received a response. I will persist in my efforts; however, it is starting to show signs that the casino team may not be fully inclined to assist in addressing your complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear elnoraqml,

I have made several attempts to reach out to the casino, but unfortunately, I have not received any useful or helpful information from them, and my most recent emails have gone unanswered. I’m afraid there is not much that can be achieved without the casino team's cooperation. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the AnjouanGaming Authority (File a complaint - Anjouan Gaming) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru