The player from Germany is experiencing difficulties with withdrawals of his winnings in the casino. Without the confirmation from the player the funds were received, we were forced to reject the complaint, since he stopped responding.
CatCasino - Player's struggling receiving his winnings.
Amount: €540
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
Player stopped responding
REJECTED
Case summary
10 months ago
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10 months ago
Translation
Hello. I then made a profit of €540 with several deposits via my Ezeewallet and have now tried to pay it out several times to my registered wallet, which I also used to deposit.
Actually, this also works without legitimation of the deposit method if you have deposited with it, at least in other casinos.
Nevertheless, I sent screenshots of my wallet again, that it is registered to me, ID, selfie with photo and apartment confirmation! Alkes submitted and yet I am always put off that it would take 24 hours for the payment to be made, then my payment request is simply deleted without giving a reason and credited back to my account.
They took all my deposits immediately and happily and now they are using delaying tactics when paying out or simply not accepting it!
I'm in contact with the support via email, live chat etc. you only get ready-made scripted answers!
Unfortunately very dubious and reduces the trust immensely, especially because it was rated so well here.
I expect an immediate payment
Automatic translation:
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10 months ago
Dear chefsucht,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- When did you request a withdrawal from the casino? Is it still pending in your account?
Looking forward to hearing from you.
Best regards,
Tomas
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10 months ago
Translation
Hello,
yes my account is verified I even sent my passport several times by email
- supposedly my wallet wasn't verified and I was supposed to send a screenshot of the profile page, which is what I did.
- Yes, it is always pending for 1-2 days (on auto payment) and is then credited to my account again, I've probably had it like this 3-4 times now. From the support comes also no further requirements only I should wait each time
Automatic translation:
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10 months ago
Hello there,
We're very sorry to hear that you had difficulty making a withdrawal. We see that your first request was rejected due to verification, which at the moment you passed successfully. As we see that your request is now in processing, and unfortunately there are some technical difficulties with a conclusion which we try to eliminate, and to make so that your conclusion has been processed as soon as possible, we will inform you at once necessarily about results, it will take some time.
Best regards,
CatCasino team.
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10 months ago
Translation
Some time? It's been like this for days now! Keep requesting the payout and I feel like I've fulfilled ALL the verifications of this planet with you! Even totally irrelevant ones! I keep getting stalled with the ulterior motive that I'll probably gamble it away! But I won't do that, I expect the immediate payment of the €500 to my selected payment method. Otherwise I reserve the right to take legal action. Because I just find it bottomless how casinos have been behaving towards their players for a long time! DEPOSITS are absolutely no problem!! And once a fraction wins back they try to cheat.. sad
Automatic translation:
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10 months ago
Thanks, both parties for their reply.
Dear chefsucht,
I fully understand your frustration that receiving your winnings isn't going according to your expectations.
Please understand there might be objective reasons why the withdrawals can be delayed. I will set the timer for 7 days allowing the casino to work on resolving the issue and if the withdrawal isn't processed by Friday next week we'll intervene. Please keep me updated about any further developments.
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10 months ago
Translation
I understand your objection! But unfortunately I have to deny that completely, I've been writing emails, live chat etc. for several days. Every time I set the request for payment to my wallet again and always ask what and where is still missing to finally pay out the money. I even authorized any of my credit cards and was supposed to show bank accounts that I didn't even use to deposit?! Selfies from me, official letters from authorities confirming the apartment, my profile page of my wallet with my personal data, etc... and after repeated request, EVERYTHING is verified! And yet my request will soon be back for 24 hours auto payment 🙄🤣.. and of course if I ask.. it takes up to 24 hours up to 5 days.. the longest was up to 14 days with my payment method 🤔.. aha! An electronic wallet where, strangely enough, the deposit only takes seconds👍🏻.. I and you know exactly which system is being followed here, delay until you continue playing. I'm talking about the principle here and I'll stick with it until they transfer it! And even if it was only 10€! Because honestly, to continue playing there in the future with the knowledge that you can only get your money SO, you would have to be very stupid...
Greetings from a player who has been waiting for his payout for weeks! Super casino 😁.. it wouldn't be smarter to make it so difficult for me as a player because of a few euros because I usually (unfortunately🙄) pay and play with high deposits and of course also losses!! Not clever dear Catcasino😉
Automatic translation:
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10 months ago
Translation
As of today: the 100th contact with the Catcasino chat!!
The usual question when will the payout come? Was also rewarded again with the usual answer .. I should wait because it can take up to 14 days 👍🏻😁 .. well we are already on day 11 at least when I first requested the payment and it was then simply cancelled ..
maybe casino guru could then find out with a little emphasis what all the fuss is supposed to bring?? Thanks
Automatic translation:
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10 months ago
Dear Customer,
We understand your concerns, but due to technical reasons, the withdrawal may take a little longer, we sent a request to the payment provider to speed up this process, at the moment it remains only to wait for the withdrawal of funds, we will immediately notify in the complaint as soon as the withdrawal will be approved.
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10 months ago
Thank you for your submission!
We always carefully study all possible feedback from our customers, and try to solve any difficulty that has arisen from our customers.
Dear player, as we can see, after completing the process of verifying your account and confirming the withdrawal request, your application has been successfully approved by our specialists. As a result, the funds you won should have been in your account. This information was confirmed by you in the chat.
Also, after the moment you received the funds from you, a request was received in the support chat to block your account. After your request, your account has been successfully blocked.
We are very sorry that you encountered such an inconvenience. We hope that such inconveniences will not occur in the future.
Sincerely, GamaCasino team.
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10 months ago
Thanks for the update to the CatCasino representative.
Dear chefsucht,
Could you please confirm the withdrawal of your funds reached you? May we consider the issue resolved?
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