HomeComplaintsCatCasino - Player’s withdrawal has been delayed.

CatCasino - Player’s withdrawal has been delayed.

Amount: €100

CatCasino
Safety Index:Very high
Submitted: 01 Feb 2023 | Case closed : 28 Feb 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Lower Saxony has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

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1 year ago
Translation

Hi.

I am having extreme problems withdrawing money from the casino.

All KYC documents have been uploaded.

A total of 14 documents.

Passport, account statement, electricity provider, e-wallet dashboard, transactions, selfie, screenshot of the player profile were also wanted. Payment is still rejected again and again, there is no screenshot of the player profile, I uploaded it 3x and sent it 2x by email.

So to be honest, it doesn't work at all. People are being held up here in order to intentionally delay payment or not pay out.

I have never had to send so many documents to a casino in 8 years. And as mentioned, all documents are with the casino. Still rejection. Every other casino takes all of it.

I would like my 100 euros immediately. There is no reason for withholding.

Automatic translation:
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1 year ago

Dear marciistamstart,

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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1 year ago

Hello there,


As we can see you made a complaint from the email: marc****@gmail.com, where you did not make any withdrawals. But we found your other account. We want to warn you that this is a strict violation of our rules for creating duplicate accounts. Back to the withdrawal of funds, indeed we observe that the verification process took some time, because, some documents were not successfully verified. Now your account has been successfully verified and your withdrawal has been successfully credited to the e-wallet 01.02.23

Edited
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1 year ago

Dear marciistamstart,

Have you received your withdrawal from the casino yet?

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1 year ago

Dear marciistamstart,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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