Casino Kakadu - Player’s struggling to receive his winnings.

 On 01 Aug 2022, 19:28 i deposit 22.58€ with my Revolut mastercard in Casino Kakadu I took welcome bonus played it throgh

and won 301.24€. I made withdrawal on 02 Aug 2022, 4:12 my account was fully verified in just 3 hours

which is great and fast but in process of verification my document of transaction-statement,wasn't approved even if that is the thing they are

asking for in verification procces (Proof of PaymentScreenshot or photo from online bank, bank statement, Skrill page, etc. showing the deposit. Must display the company name. Must display the amount paid.) They said like this: Reason: Please upload a front photo of your bank card used for deposits with the name, expiry date, the first 6 and last 4 digits visible. which i did and i was fully verified.

     Here it begins nightmare my cashout of 301.24 EUR on 02 Aug 2022, 4:12 has been canceled it was withdrawal on master card and they said i have to make a new in bank which i did on 02 Aug 2022, 6:59 an it was rejected and it was rejected 2 times more they gave the reason that (The cashout was approved from our side, but it was rejected by your payment system.) 

So it was like that until 08.august 2022. when i was asked in live chat, Does the bank you want to withdraw belongs to Lithuania? And i said yes

and that this is clearly visable in transaction-statement which i have send them it is Revolut bank and i even fill in the address in bank withdrawal form.

     They said: Unfortunately, we do not process winnings to Lithuania and: Do you have the opportunity to create a request via any other payment system? So to make this shorter i did make a deposit of 24€ with Neteller on 09 Aug 2022, 1:34 and made withdrawal of 222.48€. i uploaded my Neteller account info screenshot and my Neteller Transacton ID and withdaeal was rejected!!!

So i asked the why in live chat and was told: Please upload a screenshot of the deposit with Neteller, where your e-mail is visible.  

I told them i did that and they approved my Neteller documents and told me to, create a new cashout request and i went to to this but Neteller option was not available for me!!!!!!!!!!!!!!

That was today 09,Aug 2022. 15:24 pm CEST from then i was being told: At the moment we can just exercise a little patient as we wait for the answer from payment department. We currently waiting for the responde from payment departmant as to why Nettler isnt available at the moment kindly wait .

As I can see our managers are still working on your issue. Kindly, wait a bit, we need some more time to solve it. Hope for your understanding and patience! We are waiting for the reply from financial department. And then: The financial department doesn't work directle with us. We sent them a request, it should be proceeded in 24 hours.

     Well this the whole story I don't believe them that they will send me email i don't believe them for the reason they never did in this 7 days instead i had to come in live chat and waisting my time and yes they even didn't reply to any email i sent to support@casinokakadu.com !!

 I have all chat transcripts and all screensots of everything my level of frustration is indescribable as well as is their level of incompetence of their payment department is undisputed and unbelievable!!!!

Dear rastakiller,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessary, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Do I understand correctly that this was your first attempt to withdraw winnings from this specific casino?

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

Best regards,

Petronela

It is the second attempt to withdraw since i did made deposit of 24€ with Neteller on top of my 301.24€ balance

Just as i have been advised by the casino to use an alternative payment method to withdraw my winnings but problem is that I don't have Neteller option available in withdraw section and they don't know why.

They approved my Neteller documents and told me to, create a new cashout request and i went to do this but Neteller option was not available for me!!

This is what they telling me regarding me not to be able to make a withdraw on Neteller: '' We currently waiting for the responde from payment departmant as to why Nettler isnt available at the moment kindly wait .''

So I'm stuck with that and this is my problem not to be able to withdraw on Neteller, how is that even possible is beyond me.

After all i have been trough with Revolut(and i do understand that they don't process winnings to Lithuania but they should have seen that sooner since it's clearly visible in transaction-statement which i have send them) i did pass that and made another deposit and now i'm here and I really hope i did make my self clear to understand,thank you for your help but it is so sad that i even need one.

Thank you very much, rastakiller, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello rastakiller,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you. From your communication with the casino support, it seems the casino is actively trying to resolve the issue and I firmly believe it's only a matter of time until the issue with Neteller is resolved and you'll be able to withdraw.

I'll set the timer for 7 days and if the issue persists, we'll confront the casino. Please, let me know about any future developments.

Thank you,

Yesterday I received email from manager at Kakadu Casino;'' that they initiated the process of cashout manually via Neteller and that they have initiated the refund process and as soon as it's completed you will see the funds on your account.''

If that's going to be a way for their, issue with Neteller to be resolved, good.

I just don't understand how can I be refunded, more than I deposit? I have never dealt with refunds in that way.

Since I asked them this before i came here i just got this answer: ''may be the refund is not the correct word. 

I mean that the request to withdraw your funds manually is already created, and as soon as the payment department approves the transaction you will see the funds in your account.''

So will wait for that to happen.

Thanks for the update rastakiller,

Talking about this transaction as a refund is hopefully just a misunderstanding, and they were referring to the withdrawal instead. Keep us updated. Much appreciated!

Good afternoon, gentlemen.

My presence is not required at this time, I just wanted to point out that we are working to resolve this situation by manual withdrawal, yes. There was an error in terminology, you are correct.

Please be patient, the issue will definitely be resolved!

Thank you all very much!

I received money on Neteller and I have been paid in full. Thank you very much.

You my consider this case closed.

Thanks for the clarification to the Casino Kakadu team.

Awesome news, rastakiller! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.