The player from Germany deposited €250 via Sofortüberweisung, but the payment had not been credited after 2 hours. Despite sending screenshots, the deposit was not accepted. The player requested a refund due to lost trust in the casino. The Complaints Team advised contacting the payment provider for investigation, noting the process could take about a month. The casino confirmed the deposit was eventually credited. However, the player faced issues withdrawing the funds. Since the funds were credited and subsequently used, we were unable to offer further assistance and the complaint was closed.
CatCasino - Player’s deposit has not been credited.
Amount: €250
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.
Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
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5 months ago
Translation
Hi, I deposited €250 via Sofortüberweisung, but the payment hasn't been credited after 2 hours.
I sent screenshots of the deposit, but they were not accepted.
I would like my money to be refunded to my account because I have lost trust in this casino.
Automatic translation:
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5 months ago
Dear patrickpatzak90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
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5 months ago
Translation
How should I contact the payment service investigator if I was referred by Cat?
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5 months ago
You should contact your bank and ask if the payment was successfully processed and sent to the casino.
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5 months ago
Hello!
We are very sorry to hear that your deposit has been delayed. Alas, sometimes funds can be delayed due to the timing of bank transfers. As we can see, your deposit was successfully credited to your balance.
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5 months ago
Translation
The deposit had been received, I tried to transfer it back, that didn't work because the payment was rejected, I asked the casino that I wanted to withdraw from the contract and that they should transfer the money back to me!
This did NOT happen
Then they lost the credit EVEN THOUGH I tried three times!
The customer was deliberately played with here!
Automatic translation:
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5 months ago
Dear Cat Casino representative, thank you for getting in touch with us and providing us with the information about the player's deposit.
Dear patrickpatzak90,
Please be aware that deposits may be delayed due to factors beyond the casino's control. Since the funds were credited to your account and subsequently used, we are unable to offer further assistance in this matter. This complaint will now be closed. Thank you for your understanding, and we regret that we could not provide more help in this instance. Please feel free to reach out to us if you encounter any issues with this or any other casino in the future.
