CatCasino - Player faces delayed withdrawal due to documentation issues.

Hallo,

ich habe mich vor einiger Zeit bei catcasino registriert und auch etwas Geld verloren. Dieses Wochenende habe ich endlich mal etwas gewonnen und wollte einen Teil des Geldes auszahlen.

Ich habe dann den Verifizierungsprozess gestartet und folgende Dokumente bereitgestellt:

• Kreditkarte mit den ersten 6 und den letzten 4 Ziffern (vorne + hinten)
• meine Kreditkartenabrechnung
• meinen Reisepass
• ein Selfie mit meinem Reisepass
• eine Stromabrechnung, um meine Adresse zu bestätigen
• einen Screenshot der letzten Zahlungen an Catcasino (bzw an deren Dienstleister) + einen Screenshot der VISA-App bei der man die letzte Transaktion sieht

Anscheinend sind alle Dokumente in Ordnung, jedoch beim letzten Dokument erhalte ich die ganze Zeit "rejected", weil Catcasino meint, ich soll einen Beleg hochladen über meine letzte Transaktion auf Catcasino.

Nun, die App meiner Kreditkarte hat diese Funktion nicht - ich weiß nicht, was genau ich hochladen soll. Ich habe doch schon einen Screenshot ALLER Transaktionen und einen Screenshot der einzelnen Transaktion. bei der man das Datum, den Zahlungsempfänger, meine Kreditkartennummer und den Betrag sieht. Das reicht Catcasino jedoch nicht.

Nachdem diese Nachweise abgelehnt wurden, habe ich den Support per Chat kontaktiert. Dieser antwortet nur

"You must provide a check with your last successful deposit"

Ich habe ihm daraufhin mitgeteilt, dass ich alles aus der VISA-App bereits hochgeladen habe über die letzte Zahlung.

Darauf meinte er:

"You can contact your bank's technical support to get a check for your transaction."

Ich habe schon vorhin den VIP-Service von VISA telefonisch kontaktiert, VISA meinte, dass es keine weiteren Informationen bei einer Kreditkarte gäbe und diese auch nicht wissen, was genau Catcasino möchte. Dies habe ich Catcasino im Chat mitgeteilt. Danach verließ der Mitarbeiter den Chat und ich erreiche keinen Mitarbeiter mehr.

Ich verzweifle langsam, da ich sonst keine weiteren Möglichkeiten habe, einen "Nachweis" der Zahlung zu liefern, da es so etwas einfach nicht gibt in der App.

Könnt ihr mir hier weiterhelfen? Ich weiß echt nicht mehr was ich tun soll.

Dear cc122,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

When was the last time you made a deposit to this casino?

Have you provided any proof of deposits to this casino before?

Does the screenshot of the transaction from your VISA app show your personal information, including your name, as well as the details about the deposit sent to the casino?

Have you tried contacting the casino customer support via email and inquiring about alternative possibilities for the verification of your deposit?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika, i hope you can help me as i am getting desperate as i have never experienced such a verification process before.

I would like to say that all other documents have been released by Catcasino - as described above, this is a lot of personal data from me and should actually be sufficient as KYC verification.

"When was the last time you made a deposit to this casino?"

• it was on 14 December

"Have you provided any proof of deposits to this casino before?"

• no, I'm new to this site

"Does the screenshot of the transaction from your VISA app show your personal information, including your name, as well as the details about the deposit sent to the casino?"

• It shows the recipient, the date, the amount and my credit card number (first 4 and last 4 digits)
• I asked VISA via telephone to get more information, they told me that there is nothing like a receipt through the Visa App or website - they never heard something like this before
• but I also wrote them a message and asking for a receipt in .pdf and told them that the provider requires this - but I don't think that they give me other information than the guy on the phone from VISA

"Have you tried contacting the casino customer support via email and inquiring about alternative possibilities for the verification of your deposit?"

• I spent 3-4 hours in the chat yesterday trying to find a solution - but I always got the same answer and then the employee left the chat. I have also sent several emails to the verification team at catcasino - but so far I have not received a reply. I have asked them to send me an example of such a "receipt" so that I can either forward it to VISA or extract it from the app myself - no response so far

If you like, I can send you an email with what the document looks like in the app. Also that I have written to VISA that I need a receipt as proof that such a thing simply does not exist. When I have received the answer from VISA, I can also send it to you.

Finally, I would like to say that Catcasino is asking me for a document that simply does not exist, as VISA does not provide it via app or website and Catcasino does not tell me where to get it from.

One more addendum:

I also made a deposit via my regular bank account on December 6. In my banking app, I can generate a receipt as a pdf with all the information (name, recipient, amount, date etc.). However, this is not my last deposit but one from 10 days ago and via my bank account (not VISA).

Would this be an alternative for Catcasino?

Hello

I have received a reply from the profile department, additional verification is not required at the moment. You can create a withdrawal request, it will be considered.

Dear Catcasino representative,

I have just requested a withdrawal, which was again rejected by you, reason: "need additional verification"

tried it 3 hours later again.. rejected again, reason: "need additional verification".

@Veronika: could you help me out? It’s getting a bit weird now as they don’t reply to any mail or chat requests

Hello again, after 2 unsuccessful withdrawals I contacted the support over chat. The guy in the chat (I have screenshotted everything) told me that I’m now allowed to withdraw the money.

Then I tried to withdraw money and after 2 hours they rejected it for the third time today, with out any reason.

Now, 8 hours after the catcasino representative and also the support in the chat told me that I can withdraw the money I asked in the chat why my withdrawal was rejected again, the answer of the support staff after waiting for nearly one hour:

"you need to a upload a receipt showing your last successful transaction" (I screenshotted this chat)

after I told the chat staff that the representative posted on casinoguru that I am allowed to withdraw and also the other chat staff guy told me that I’m allowed to withdraw the chat staff wrote:

"I understand you, but sometimes the relevant department requires additional information. You need to provide a receipt for the last transaction".

I told the chat again that I don’t get a receipt via app, just the transaction via screenshot, the answer:

"can you please provide a check?"

Then he kicked me out of chat. WOW.

@casinoguru: is there any chance to find a solution in this case? It looks like they’re playing with me, the verification team still didn’t reply to my mails from Sunday.

what should I do now?

Hello again, after I wrote my credit card provider an email they offered me to create a pdf where you can see all the details of the last transaction. I uploaded this document as verification in the verification tab on Catcasino.

They have also offered me that catcasino can contact them by e-mail to verify the authenticity of the document and also of the transaction. The phone number is on the document which was created by VISA (paylife).

I have sent you all the relevant documents by email and also cc'd Veronika

Your profile has been successfully verified, congratulations!

Your withdrawal will be reviewed shortly, we apologize for any inconvenience.

Update:

after I was informed in the chat that my account was successfully verified, I submitted a withdrawal at 11:34 am. This was rejected with the reason "need additional verification".

I then went into the chat and asked an employee. He said that my account had been verified and that I should now make a withdrawal. I did this at 13:54. 2 hours later, this withdrawal request was rejected with an explanation in Russian. I then used Google translator to find out that there was a technical error and that I should try again. 

I submitted another withdrawal request at 17:06. This has now been canceled without comment.

I contacted support via chat at 18:00 and asked for the reason, they said that there were technical problems and that I should submit another request. Now I am waiting again.

After the next withdrawal was also rejected, I asked in the chat again was the reason was. The employee offered me the following: 

„Your application was canceled due to technical reasons, the payment provider was unable to process the transaction. It happens sometimes. Please create a new request and it will be processed as soon as possible. We apologize for any inconvenience. 🙏

Would you like to try alternative methods for making deposits and withdrawals? For example, cryptocurrency. To create a wallet, you can use, for example, the exchange Bybit, and I, in turn, will help you pass verification on it and make a withdrawal to the card, what do you say, xx?"

wow.. so they rejected all my withdrawals today because of technical issues..

Finally I tried alternative methods… I tried to withdraw a part over the credit card -> rejected, a part over my regular bank account -> rejected, a part over my crypto wallet -> rejected

@veronika: could you help me out?

Update:

After 27(!!) attempts, 2 applications for €500 each were approved. Further requests will be rejected as I am only allowed to pay out €1500 per day - however I have only paid out €1000. 

@casinoguru: Please keep this complaint open and have my updates posted here

I am sorry to hear about the challenges you have faced with the verification process. It’s great to hear that your profile has been successfully verified and that you were able to submit withdrawal requests that have been approved.

Please keep us informed about the status of your withdrawal requests. Your complaint will remain open until your balance has been fully withdrawn.