The player from Germany requested multiple cashouts. Unfortunately, they weren't received yet. The casino informed us about the situation, but without confirmation from the player, we couldn't close the complaint as resolved.
CatCasino - Player's withdrawal is delayed.
Amount: €3,000
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
1 year ago
Public
Public
1 year ago
Translation
Hello,
This casino doesn't deserve a single star. I signed up because of the good reviews. I invested around €900 and was able to make a profit of around €50,000.
I deposited by credit card, wanted to withdraw. Was then canceled due to lack of verification. I have successfully completed this, also for my Jeton account. (was very time-consuming because the support required more and more documents)
After 10 attempts to request a credit card withdrawal, they said there was a technical problem. So I paid out via bank transfer, nothing has arrived until today. Support says it's in progress. But that's been 4 days.
My chip withdrawals are also canceled due to lack of verification. However, as the support said, this was confirmed and a payout would now work.
This casino are scammers. They don't want to pay out a single cent.
Please help me. It's still a good sum on my player account.
Automatic translation:
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1 year ago
Dear Gast45765,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Public
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1 year ago
Translation
Hello, thanks for the help.
The money has come. Nevertheless, it is very exhausting to pay out in this casino. I still have some credit. If there are problems again, I would like to contact you again.
Thanks so much
Automatic translation:
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1 year ago
Hello there,
We're sorry to hear you had trouble withdrawing funds. As we see you have successfully passed the verification process, but there were some technical works on our side of Jeton, which made the withdrawal impossible. That's why the only way to withdrawal was through "Bank Transfer", where you had successfully created withdrawal request earlier. We would like to inform you that this wire transfer is processed according to IBAN principle and it may take up to 14 working days or more to process withdrawal.
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1 year ago
Thanks for the explanation and updates to both parties.
Dear Gast45765,
Please let us know when the cashout reaches your bank account, we will keep the complaint open until it's received. Let us know about any future development.
