SuperCat Casino - Играчът е изправен пред тормоз от страна на комуникациите в казиното.

Hello,

I have not played in this casino for years, and they keep calling and e-mailing me.

I have asked their employee Simon 2 times on the phone for them to take me off their phone list and not call me again, both times he just hung up. After he kept calling I asked for self-exclusion via e-mail 2 times. To this day I still keep receiving e-mails and calls. I keep blocking the phone number, but they always use different ones, always with an Austrian phone number, which is how I know it is them as I never receive any calls from Austria.

I am desperate to shake them off and I do not know how.

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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 a few questions to clarify your situation.

• When was the last time you accessed your account at SuperCat Casino?
• How did the casino respond after you informed them that you wanted to close your account?
• Did you specify the reason for requesting the closure of your account in any of your communications with the casino, either via email or during phone calls?

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.

- The last time I accessed the casino was probably in 2024

- My 2 requests to close my account via e-mail were ignored.

- On the phone I requested to not be called again because I stopped playing (they just hung up both times). Later when I requested for my account to be closed via e-mail I specified that I saw it as the only way to get off their e-mail and phone list.

I’m sorry to hear that you have been repeatedly contacted by the casino despite your previous requests. I understand how frustrating and intrusive this must be, especially after you have already tried to ask them to stop contacting you.

The only way we can assist you with this matter is if you submit a clear self-exclusion request to the casino stating that you suffer from gambling addiction and that you wish to permanently close your account and stop receiving any gambling-related emails and phone calls.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

You can use the following example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

Greetings SuperCat Casino,

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 lifetime.

The reason that preceded my decision is gambling addiction.

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

Please send this email to SuperCat Casino, add my email address [email protected] to CC, and keep me informed about any further developments or any response you receive from the casino.

Thank you in advance.

Hello,

I had tried contacting again about a self-exclusion and received a confirmation that my account has been blocked, so this seems to be resolved.

Thank you for your help.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear wuhu93,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika