Dear Casino Guru, This casino is a complete scam! I deposited approximately $500! I placed sports bets and played slots! The next day, I could no longer access my account! The technical support chat told me that my account had been blocked! They didn't even want to refund my deposits!!! After which they even blocked the chat!!! I believe only fraudsters can steal their customers' personal funds!

Шановн?, казино гуру! Це казино справжн? шахра?! Я вн?с депозит?в приблизно 500$! Робив ставки на спорт та грав в слоти! Наступного дня я вже не зм?г в?йти в св?й акаунт! В чат? техн?чно? п?дтримки мен? сказали що м?й акаунт заблоковано! Вони нав?ть не захот?ли повернути мен? мо? депозити!!! П?сля чого вони ще й заблокували чат!!! Я вважаю що т?льки шахра? можуть красти особист? кошти сво?х кл??нт?в!

Dear xray200,

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. 

• When did you create the casino account?
• Could you please advise if you passed the KYC verification before the casino blocked your account?
• Did you accumulate your winnings with or without an active bonus?

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

I created the account about 3 months ago. There were no problems at first. KYC passed all three stages successfully! I never took bonuses!

Акаунт створив десь приблизно 3 м?сяц? тому. Проблем н?яких спочатку не було. KYC пройшов усп?шно вс? три етапи! Бонус?в я н?коли не брав!

Thank you very much for your reply, xray200. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I would gladly send it to you, but they did not send me any explanations by mail. The only explanation I received was in the chat. The risk department decided to block my account with all my funds. After that I was also blocked in the chat itself.

Я б вам з рад?стью в?дправив би але н?яких пояснень на пошту вони мен? не прислали. ?дине пояснення я отримав в чат?. Те що заблокувати м?й рахунок з ус?ма мо?ми коштами вир?шив р?ск департамент. П?сля чого мене заблокували також в самому чат?.

Thank you very much, xray200, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) 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 there,

Thank you xray200 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr.Cat Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 Gaming Cura?ao Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter