The player from Quebec had deposited CAD 50$ to Cat Casino but the credit hadn't appeared in his account. Despite having provided necessary bank evidence, he had kept receiving responses that the transaction was pending. The casino had requested a payment receipt with a timestamp to locate the transaction. After the player had expressed his dissatisfaction, the casino had identified and credited the payment, apologizing for the inconvenience and offering 50 free spins as compensation. The player had then requested for his promotional bonus of 200% and 100 free spins to be updated. The casino had explained that the initial bonus couldn't be technically activated as the player had unsubscribed from it, but they activated a different bonus instead. The issue had eventually been resolved to the player's satisfaction.
CatCasino - Player's deposit not credited in the account.
Amount: Can$50
CatCasino
Safety Index:Very highCase closed
RESOLVED
Case summary
Hello,
I made a deposit of CAD 50$ on the Cat Casino website on February 23, 2024. They never deposited my money and keep telling me this:
For further consideration of your request please provide the following information: A certificate/cheque/receipt from the bank with the final (successful) payment status. You can find the receipt in the "Transaction History" section. It should contain: - date and time of payment;
I have sent them what they asked for, proof of payment from my bank. I have requested numerous times via chat and email for them to pay me, yet they keep coming back with the same reasons for not paying.
They keep replying the same thing that my transaction is pending. You can see in the attached image that the transaction has been carried out and the mention 'pending' no longer appears. My bank, CIBC, confirmed that this is the proof they have to provide from the transaction history. I have played on multiple casino sites where I have made payments using the same credit card and as soon as I deposit, my money is on the casino's website and I can start playing immediately. This is the first time anything like this has happened. This site is highly suspicious, it's peculiar that you recommend this site. I have finally read multiple comments on your site and many are in the same situation as me. I asked them to cancel my deposit but they refused. I would appreciate it if you could resolve my issue.
Have a great day !
Dear lt142805,
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, which you already did. The process to clear the transaction manually can be a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account or returned back to your bank account.
I’m sorry we couldn’t be of much help now. 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,
Tomas
Hello.
We are ready to help the player and sort out this situation, but for this we need him to provide a payment receipt, where we can see the date on the check attached to the player, as well as the time of payment. Without the time we cannot find this transfer of funds.
As soon as the check with the time of payment is provided, the request will be immediately transferred to the work and we will definitely solve this problem.
They already have the proof that the bank give me except the time on it, never see something like this in several years. I am playing on several other sites casino and when i make a deposit i immediately have my money to play. I'm paying with the same credit card that i make the deposit to this ( Scam ) company.
Tank you for following. I hope that you will stop recommending them. The are plenty people who are in the same situation as me when it come time to get paid. Look at the comments on your site.
Hello. We are very sorry that this situation has happened to you. Unfortunately, it is really hard to identify a payment without time, as there are many transactions going on at the same time.
We have detected your payment and it has already been credited to your balance, once again we apologise.
We would like to offer you a compensation for this situation in the amount of 50 freespins, if it is interesting for you, please let us know in this complaint.
Hello,
Thank you to have credited my balance, but when i made the deposit i did it with the promtion of 200% bonus and 100FS. Please update my bonus.
Have a nice day
Hello,
I forgot to tell you that you credited me the 50$ in New Zealand currency and not in Canadian money ?
Also i wanted to tell you that i unsubscribed by mistake from the first bonus thinking that i had to do it for my deposit to be made. Thank you to resolving this situation. First bonus 200% + 100FS.
Your deposit was credited in the amount of 50 NZD in accordance with the amount of actual receipt.
Bonus about which you wrote in the complaint to activate is not technically possible, as you unsubscribed from it and it disappeared from the available for your account. However, we have activated a bonus for the first deposit, which is present in our casino, it is 100% + 150 fs.
Dear lt142805,
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 and CatCasino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
