The player from Germany has not received a payout from the casino despite repeated attempts. The operator has canceled the withdrawal, citing failed verification, but the player has evidence of completing verification. The player stopped responding to our questions and comments, we had to reject the complaint.
Casino Kakadu - Player's withdrawal has repeatedly been canceled.
Amount: €850
Casino Kakadu
Safety Index:HighSafety Index
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8.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
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1 year ago
Translation
I did not receive the payout. The operator canceled the payment 5 or 6 times. Supposedly not verified. All I can say to this is that I received an email stating that my profile had been verified. The customer chat mentioned a technical glitch. Now my balance is 0€ and the funds are gone.
Automatic translation:
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1 year ago
Dear Kiosk1987as,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
Could you please advise when was the last time your payment was canceled?
Could you please explain in more detail why your balance is 0€? Have you gambled away all your winnings?
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,
Veronika
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1 year ago
Translation
Before the balance was €0, I submitted the payout of €850 5 times and this was rejected by Casino Kakadu.
In May 2023 I received the message that my profile was verified with the operator and KYC.
I also verified Paysafe.
Today I received a link in the live chat, after which my KYC at Hooyu was deleted and I had to submit my documents again.
Now I have paid the deposit and I have not been refunded the winnings.
I don't think that's legitimate.
Automatic translation:
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1 year ago
Do I understand correctly that you gambled away your entire balance after your withdrawal requests were canceled multiple times?
