The player from Germany has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
CatCasino - Player’s withdrawal has been delayed.
Amount: €300
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
2 years ago
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2 years ago
Translation
I requested a manual withdrawal 3 days ago as I don't have any bitcoins or jeton. It said will be processed in less than 24 hours. According to livechat I am fully verified. Asked after 3 days today, it said it is still being processed, then I sent a screenshot of the manual payment and from my account that the money is still in my player account. Then the man in the live chat said I should request a new manual payment, then I sent him a screenshot and he said sorry is in progress. Yes, what now, he said, he's doing the best I should wait. You don't get a reasonable answer to questions and you don't know what exactly is going on. I'll wait as far as I'm concerned, but I'd like some information on how long.
Automatic translation:
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2 years ago
Dear Heiko004,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Hello there!
We apologize for the inconvenience. Initially, after you provided your IBAN data, the financial department asked you for additional data for withdrawal, because, for technical reasons, we were unable to withdraw. Then, as soon as you provided the additional data, the withdrawal was immediately successfully sent to your IBAN data.
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2 years ago
Translation
Hello Catcasino.com that's true, unfortunately not like that. I was in live chat several times, everyone always said something different. The money has now reached me. Therefore the complaint can be closed. However, I am unfortunately not satisfied
Automatic translation:
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2 years ago
Awesome news, Heiko004. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
