The player from Germany had been waiting over 8 weeks for a €2000 withdrawal from Catcasino, with repeated inquiries leading to no progress. He received only assurances to wait but had lost faith in the process. After communication with the casino, a new withdrawal request was advised, which he submitted. A large part of the money had now been received, leading to the resolution of the complaint.
CatCasino - Player's withdrawal has been delayed.
Amount: €2,000
CatCasino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
CatCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
2 weeks ago
Translation
Dear Casinoguru Team,
Catcasino has been withholding my 2000€ withdrawal for over 8 weeks now. I have often inquired in the live chat and was always told to wait, with assurances that the team is working on it and I should await an email. Now I have reached a point where I no longer believe it will be processed soon, and I am asking for your help.
Automatic translation:
Public
Public
2 weeks ago
Dear flochefe,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Public
Public
2 weeks ago
Translation
Dear Veronika,
I have never paid out anything. I passed KYC. I played with a bonus. The casino blames the problem on the payment provider Jeton. However, Jeton otherwise works perfectly
Automatic translation:
Public
Public
2 weeks ago
Hello!
Earlier your payment was canceled due to technical reasons, we apologize for the inconvenience! You can create new withdrawal request to your confirmed cryptocurrency wallet and we will process it as fast as possible.
Public
Public
1 week ago
Dear CatCasino representative,
Thank you for getting in touch with us and providing the player with a solution to their problem.
Dear flochefe, have you submitted a new withdrawal request as advised by the casino representative?
Public
Public
1 week ago
Translation
Dear Veronika,
I have already received a large part of the money. This complaint can be deleted. Thank you for your help!
Automatic translation:
Public
Public
1 week ago
Dear flochefe,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
