The player from Finland had used free spins in Cleopatra and had made a €40 deposit. After winning, his balance had reached €237. However, when he attempted to withdraw, the casino had provided unclear information about withdrawal conditions and stated he could only withdraw €107. The player had later clarified the situation with the casino and decided not to pursue the complaint further. The casino had confirmed that the player's account was verified and his bonus had expired, which was why he could not withdraw the full amount. We had marked the complaint as 'resolved' after the player's confirmation.
CatCasino - Player faces confusion about withdrawal conditions.
Amount: €193
CatCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
I noticed that Casino Guru has given this casino a good rating. They provided free spins for the Cleopatra game. The rule is, one needs to make a deposit to use the bonus money.
I made a deposit of 40 euros and played. I won quite well, and at one point, my actual balance was 237 euros. I asked in the chat if I could make a withdrawal, but there was a problem. They didn't clearly state whether I could make a withdrawal. Initially, they said yes, I could make a withdrawal and forfeit the bonus. Then later, they changed their tunes by saying one cannot withdraw money while the bonus is still active.
In the bonus information, it was stated that I could only withdraw 107 euros, even though my balance was 237 euros. The rules were quite unclear, and they didn't make it easy for the player to understand. Moreover, this bonus only lasts for one day, after which it disappears.
Automatic translation:
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9 months ago
Hello Seppo14,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cat Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Is the bonus wagering already finished on the bonus? Can you please forward a screenshot or a link of the bonus you used (preferably with visible terms of it)? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
I recently cleared it up with the casino. Even though the rule wasn't particularly fair, I don't think Casino Guru needs to contact Cat casino. The casino has other good welcome bonuses that have 7 days to redeem the bonus.
Automatic translation:
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9 months ago
Hello there, We would like to inform you that the user account has been verified since February 11, 2024. Currently, we observe that the user's bonus has unfortunately expired.
We attach a screenshot of the bonus terms that were provided to the user. We also provide a screenshot of the correspondence with our operator, where you can see previous messages indicating that with an active bonus, it is not possible to withdraw funds. According to our rules, the bonus must be wagered for the funds to be transferred to the real balance, and only then can the user create a withdrawal request.
Best regards, Support Team.
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8 months ago
Dear Seppo14,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
