The player from Hungary had made a deposit of 11 euros to the casino, but the funds did not appear in their account and were missing from the bank. After contacting live chat and waiting an hour, they received little assurance that the issue would be resolved. The issue was eventually resolved when the 11 euros were credited to the player's casino account. Following this, the player decided to close their account. The complaint was marked as 'resolved' by the Complaints Team.
CatCasino - Player's deposit is missing.
Amount: €11
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
3 weeks ago
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3 weeks ago
First, sorry for my English!
I made my first deposit of 11 euros, but i didnt got it on cat casino account.
My money is gone from my bank account.
I contacted live chat immediately, but i waited an hour, and in the end they told me that the will fix it,the financial department...
I dont belive them.
Scam site.
I sent screenshoot about the "thing".
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3 weeks ago
Dear Laosz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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3 weeks ago
Hi! Thanks for the fast react. Meanwhile they credited to me (casino account) the 11 euros, but after a short play i decided to close my account there.I am not recommendthis casino to anyone.
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3 weeks ago
Hello
We are truly sorry that your deposit was delayed. We apologise for the inconvenience. We are also sorry that you decided to close your account, however, we are responsible for each player's decisions and stick to it.
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3 weeks ago
Dear Laosz,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
