CatCasino - Учетная запись игрока не была автоматически исключена, как было запрошено.

Casino: CatCasino, operated by Fun Fusion N.V. (Curaçao license No. OGL/2024/750/0202 per the site footer) and/or Funnexus Limitada (Costa Rica, reg. No. 3-102-910435, named in the Responsible Gaming Policy). The platform is accessible via periodically rotating mirror domains, including but not limited to catcasino375.com (support chat of 14 July 2026) and catcasino286.com (account cabinet, 22–23 July 2026).

I am a player from Russia with a gambling addiction. The casino has repeatedly failed to act on my account-blocking requests, actively discouraged me from self-exclusion, and kept my account open, which led to further deposits and losses. All facts below are documented by screenshots, original emails and PDF copies of the casino's policies, which I can forward to the mediator.

Timeline:

1. Before 14 July 2026 I contacted the on-site support chat at least twice about blocking my account. This is recorded in the chat of 14 July 2026, where it is stated that this was the third dialogue, and the operator did not dispute it.

2. On the night of 14 July 2026 (chat screenshots timed 01:16–01:46) I again demanded that my account be blocked and asked for an email address to send the request to. The operator "Holly" stated it was "not possible to provide an email," discouraged me from blocking — offering to "take a break from playing without the need to block the account," warning that after blocking I would "stop receiving personal offers," and suggesting I "just take a pause" — and then claimed my "request had been passed to the finance department, processing time approximately 24 hours." The account was not blocked.

3. On 14 July 2026, in email correspondence, my personal VIP manager ([email protected]) confirmed he was aware of my requests ("I see you have contacted us about blocking") and that my "reason for blocking is somewhat different." Instead of blocking the account immediately, he proposed a staged scheme — 48 hours, then 7, 14 and 30 days — requiring me to write again at each stage to extend the block. The account was not blocked.

4. On 20 July 2026 at 23:03 I emailed [email protected] stating explicitly that I suffer from gambling addiction (ludomania) and demanding that my account be blocked and my funds returned. I sent a reminder on 21 July 2026. I have received no reply to either email.

5. The account remains open and kept accepting deposits up to the night of 23 July 2026 (the last deposit at 01:30). Total deposits made after 14 July 2026: 150,200 RUB per the account's deposit history and my T-Bank statements (12 deposits between 14 and 23 July). All of it has been lost. There were no withdrawals during this period.

The casino's own documents support my claim:

— Clause 35.1 of its Terms and Conditions provides self-exclusion "for a minimum of six months," after which the account "cannot be reactivated under any circumstances" until the period expires. The manager's "staged" 48-hour/7/14/30-day scheme directly contradicts this clause.

— The Responsible Gaming Policy ("Self-exclusion" section) states, translated from Russian: "You may also inform us of your decision to stop gambling by contacting us at [email protected]. We will take measures to restrict access to your account…" My email of 20 July 2026 followed exactly this procedure; no measures were taken.

— Clause 27.2 requires the player to complain first to [email protected] — which I did on 20 and 21 July with no response, entitling me under clause 27.5 to escalate to the supervisory organization.

— Jurisdictional inconsistency: the T&C (clause 34.1) are governed by Anjouan law and name the Anjouan Gaming Commission as the supervisory body; the AML and KYC policies are based on Anjouan law; the Privacy Policy directs complaints to [email protected]; the Responsible Gaming Policy is issued by Funnexus Limitada (Costa Rica) — while the site footer and support chat cite Fun Fusion N.V.'s Curaçao license No. OGL/2024/750/0202, which appears in none of the nine published legal documents (saved as PDFs on 22 July 2026).

On 23 July 2026 I sent the casino a formal written demand to [email protected] (copy to the VIP manager) requesting permanent self-exclusion and a refund of all deposits made after 14 July 2026, with a 14-day deadline (until 6 August 2026). I have also notified the Curaçao Gaming Authority ([email protected]) and the supervisory body named in the casino's Privacy Policy ([email protected]).

My requests:

1. Immediate permanent self-exclusion of my account, without the right to reverse it, and written confirmation of the block.

2. A refund of all deposits made after my blocking request of 14 July 2026, totalling 150,200 RUB. I am ready to complete reasonable KYC verification.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 a few questions to clarify your situation.

• Have you mentioned gambling addiction or gambling-related harm as the reason for your account closure requests before sending the casino the email on 20 July? If you informed the casino about your gambling problems before this date, please forward me the relevant communication at [email protected].
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents for the KYC process?
• When was the last time you received a response to any of the messages you sent to the casino's customer support email address?
• Have you informed the casino's live chat support that you emailed them three days ago and were still waiting for a response?

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

Best regards

Veronika

Hello,

Thank you for your patience and for providing detailed information regarding this matter.

We have carefully reviewed the information available to us. We can confirm that the account has now been blocked in accordance with the decision of the relevant department.

At the moment, the responsible team is conducting a comprehensive review of all the information and materials related to this case. This process requires additional time to ensure that every aspect of the situation is assessed thoroughly.

As soon as the review has been completed and we receive an update from the relevant department, we will return to this complaint with a detailed response.

Thank you for your understanding and patience.

Best regards,

Cat Casino Team

Hello,

Thank you for your patience.

We would like to inform you that a compensation was previously agreed upon and the corresponding funds were promptly credited to your gaming account.

We would like to note that the account was temporarily unblocked solely for the purpose of withdrawing the agreed compensation. Following this, you created a withdrawal request, which was successfully processed. The funds have now been transferred to your payment details in full.

At the present time, your account has been blocked in accordance with the request submitted within this complaint.

Kind regards,

Cat Casino Team

Hello usernameKonst,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear CatCasino representative,

Thank you for reaching out and assisting the player.

Dear usernameKonst,

Could you please let me know if you received the compensation you requested from the casino? Is there anything else we could assist you with?

Dear Veronika,

Thank you very much for your help with this complaint.

I can confirm that I have received 110,000 RUB from the casino. While this is less than the amount I claimed, I am willing to accept it and consider the financial side of this matter resolved.

Most importantly, my account has now been permanently blocked with no possibility of reinstatement — which was the outcome I had been trying to achieve for a long time, and which matters to me more than the money.

I am grateful to you and to the Casino Guru Complaint Resolution Center for your assistance, and I would ask you to acknowledge, for the record, the casino's confirmation that the block is permanent and that all marketing communication has ceased. You may consider this complaint resolved.

Thank you again.

Best regards,

Konstantin

Dear usernameKonst,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Veronika

Casino.Guru