CatCasino - Player’s account verification has been delayed.

Dear GuruCasino Agents,

I am seeking your assistance with an account verification issue at Cat Casino. To verify my account, I submitted the front and back of my Portuguese government ID, a selfie with the ID, and a utility bill to confirm my address. After a few days, I contacted Cat Casino support to check the status of my verification. They then requested a photo of my bank card, even though I have only used Ethereum (crypto) for deposits and have never used a bank card.

Cat Casino insists that providing a bank card is part of their verification process and can be requested at any time by their security team.

I find this request unacceptable as I have never used a bank card for security reasons. Why should I verify a card I have never used at the casino?

Please help me resolve this issue.

Thank you.

Dear Pasta45MeaL,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that you provided all the required documents except for the bank card?
• Has the casino approved all the documents you've submitted so far?

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,

Kristina

Yes, I provided all requested documents and they were approved. Yes casino approved all provided documents.

Dear client,

We have thoroughly reviewed the information regarding your account, and here are the current details:

At this stage, you do not need to verify your bank card.

You can create a withdrawal request to your cryptocurrency wallet, as it has been successfully verified, and all your current documents have been successfully validated.

Hello everyone,

Thank you both for your replies.

Pasta45MeaL, please follow the casino's instructions and update us about any further developments in this thread. Thanks.

I made withdrawal and it was rejected! No any email from casino regarding the reason for rejection.

Here are the screenshots of my last chat correspondence regarding rejected withdrawal.

Please help.

Dear Kristina, I need your help please. Cat casino refuse to pay. Please check my previous message and chat screenshots.

Thank you.

Pasta45MeaL, do I understand correctly that the withdrawal was rejected after the CatCasino representative commented here? Did you try requesting the withdrawal again?

The withdrawal was canceled by mistake, we apologize for the inconvenience. Please create a withdrawal request using your cryptocurrency wallet, after which it will be processed.

Hello. I just made another withdrawal of my winnings.

Waiting to be paid.

Thank you very much for your help.

I was fully paid. Thank you everybody for help.

Dear Pasta45MeaL,

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,

Kristina

Casino.Guru