CatCasino - Player's deposited funds not appearing in the account.

I made a deposit on December 4, 2023, but the money did not appear in my gaming account. When I closed my gaming account, the money has not been returned. I have now contacted the chat support three times and although I was assured that the situation would be handled, it has yet to be resolved up till today.

Dear anzelika33,

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 that takes approximately one month. In these cases, the 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.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your payment provider/bank already? Ideally, they should be part of the investigation.
• Was your account successfully verified before you decided to close it?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hey.

That day I have made 3 deposits, 1 went well,

one missed and 3 went through. The bank has announced that the casino's money is

moved on happily. Has not verified the account before closing because it

the process is done when the funds are withdrawn, I just lost and didn't

have withdrawn anything from the casino in question, but have not been contacted by the casino,

nothing has been requested. I would have sent them if they had asked,

but in chats 3 times they have said let's get in touch, we have notified the person in charge

to the ward, and silence

• Would you mind sending a bank statement that displays all transactions from that specific day, ensuring that the disputed transaction is highlighted? My email address is petronela.k@casino.guru.

Thank you.

Hello. We have checked the information on your application, unfortunately, the receipt of funds about which you write in the payment system was not. 

Also we see that the last request for a deposit you had 01.12 and the last login to the account was 02.12, the check provided by you for 04.12. From this we can conclude that this deposit was not made in our casino.

Hey.

Yes, the money has gone to you and you haven't played these, the account statement is amazing accounting you have, the money is not returned even though it is clear where it came from.

Hi anzelika33,

Thank you for providing the bank statement. Now, would you kindly share a screenshot for each transaction, ensuring that the transaction ID, as well as the account numbers of both the sender and recipient, are visible?

Thank you.

Thank you very much, anzelika33, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, anzelika33,

I am sorry to hear about your unpleasant experience. I will try my best to resolve the issue as soon as possible.

In the meantime, while we will wait for the casino's response, can you please contact your payment method provider and ask them about all 3 transactions in question? It would be great if we could see their confirmation that all 3 transactions were successfully debited from your payment method and that no payment was later returned to your payment method.

Now let's ask the casino for details. It seems there is a little misunderstanding in the dates of the transactions.

Dear CatCasino team,

I can see that in the transactions summary from the user's payment method, all the 3 transactions were made on December 1, 2023. So, for now, regardless of the date December 4, 2023, on the statements with the details of the transactions, can you please look at the player's account once again and confirm how many deposits and in which amounts were successfully made and credited to the player's account on December 1, 2023?

If I understand it correctly, all deposits should have been made on December 1, 2023, in the amounts of 267.72, 267.97, and 321.56. Can you please confirm that, or inform us what deposits you see as successful there?

If necessary, feel free to send the relevant evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello.

For our part, we contacted the payment provider, where we were informed that there was no receipt in the amount of 300 EUR. We also see that in the statement you have these transfers for 01, but in the checks they are for 04. We ask you to submit correct receipts, which will show the time of transfer, so that we could submit a repeated request to the payment provider.

Hey.

The fact that there are 4 days on the account statement pages is only because the money from the card has been reserved and was recorded in the account statement only when it has left. The bank statement proves that you have received the money to your account. I can order a paid receipt from the bank, but only on the condition that you pay the costs. because anyway you are a dishonest casino, there are casinos who return the funds in the same way, and you have kept them for more than a month. I'm an accountant by profession and it's amazing that these funds haven't been returned to you yet, even though the credit reads Anzelika P**l.

Dear anzelika33,

Are you sure that all 3 transactions in question are deposits made to this particular casino, and that the missing deposit was made to the casino with the casino account connected with the email you submitted with this complaint?

Dear CatCasino Team,

I am afraid that my previous questions have not been answered completely. Therefore, I will repeat them.

"I can see that in the transactions summary from the user's payment method, all the 3 transactions were made on December 1, 2023. So, for now, regardless of the date December 4, 2023, on the statements with the details of the transactions, can you please look at the player's account once again and confirm how many deposits and in which amounts were successfully made and credited to the player's account on December 1, 2023?

If I understand it correctly, all deposits should have been made on December 1, 2023, in the amounts of 267.72, 267.97, and 321.56. Can you please confirm that, or inform us what deposits you see as successful there?"

I am not sure if there was any time difference between the casino's system/its provider's data and the bank statements provided by the player, and you commented on a payment of a different amount compared to the disputed one. So, it would be highly appreciated if you could share with me the complete transaction history from the complainant's casino account.

If that is more convenient for you, feel free to use my email address mentioned above.

Hello. We sent additional information to branislav.b@casino.guru

Hey.

well, all the money is deposits to that casino.

yt Anzelika

Hello. Have you received information from us?

I am sorry for the delay.

Thank you for your email and the additional information, CatCasino Team. Yes, I received it.

Dear anzelika33,

For now, the casino did everything to check the situation on its side with the payment provider, which confirmed that the payment was not successful several times. The transaction history from your casino account also shows that one of the deposits was unsuccessful.

There are a few things I would like to inform you about:

• Since the issue does not have to be necessarily on the casino's or its payment provider's side, and it also could have been caused by an intermediary bank or processor between the casino's payment provider and your bank (including your bank/payment provider), I am afraid your condition above is not appropriate, and we cannot force the casino to pay any costs related to the process; also, how would you imagine the casino would pay it?
• You claimed that the transactions could have been realised later than the deposits were requested. Still, the detailed screenshots of the transactions provided above differ from the bank statement (transaction history/summary showing the list of payments for December 1 to December 27, 2023) provided earlier, especially the dates of the transactions, which, to be honest, does not make sense. It looks like they were made from different apps/e-wallets/internet banking/devices/etc.
• The casino asked you to submit the correct receipts, which will also show the exact time of transfer(s)
• Now, we will need your cooperation, because we will likely not move forward without it
• Some time ago, I asked you to contact your payment method provider/bank via Customer Support and ask them about all 3 payments and provide me with the whole communication or confirmation that all 3 transactions were successful and none of them was later credited back or was left unregistered; it should not cost anything, but you have not share anything with me so far
• Even if you had to pay a fee for receiving the necessary documents, I think it is worth the disputed amount; otherwise, it could happen that you will not receive anything from those funds

So, now it is your turn.

Can you please contact your payment method provider/bank and ask them about all 3 transactions in question? It would be great if we could see their confirmation that all 3 transactions were successfully debited from your payment method and that no payment was later returned to your payment method or was not left unrealised.

If it is not possible, I am afraid you will have to ask them for an official statement(s).

Please, we would also need the receipts including the exact dates and times of the transactions (you should be able to do it yourself), and it would be highly appreciated if you could provide me with the complete transaction history from the payment method used for the deposits for the period December 1, 2023, until now (a .pdf file would be great).

Feel free to send the relevant details/evidence/communication to my email (branislav.b@casino.guru).

Looking forward to hearing from you.

Dear anzelika33,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, CatCasino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru