CatCasino - Player's withdrawal is delayed due to verification issues.

I am trying to withdraw my winning of $500, but I am strugging with the verification in this casino.

I have uploaded my IDs, my proof of address, and my selfie and they were all approved, but the casino was asking for additional verification.

During my 3 hour chat with their incompetent support, they asked for screenshot of my online banking or app that shows my card number, and my details. Unfortunately, my online banking does not show my card number. In fact, non of the Canadian banks show card number in online bank or app. I even contacted bank's support and they confirmed thay there is no way to get such screenshot. So I was unable to provide such screenshot.

I show them a photo of my bank card that has my card number and my name on it. This should prove that the card is mine. But no, they still insisted on the impossible screenshot to prove it.

Then, I gave them a printed document from the bank that has my name and my card number on it. This should prove that the card is mine. But no, they STILL insisted on the impossible screenshot to prove it...

They said there is no way to verify my account until I show them this impossible screenshot...

Dear Thepwner001,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you're facing with the verification process, and I understand how frustrating it must be.

To help us understand the situation better, could you please clarify the following:

• Have you received any specific feedback from the casino about why the documents you've provided, such as the bank statement and card photo, were not accepted?
• Did the casino explain why the requested screenshot was absolutely necessary, despite the fact that your bank cannot provide it?
• Have you tried reaching out to the casino support team again after providing the printed document, and if so, what was their response?

Your cooperation is crucial for us to proceed with this case and work towards a resolution.

If you have any relevant communication from the casino that you would like to forward, please feel free to send it to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!