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!

Hello!

As we can see, the player at the moment has not completed the account verification procedure, because the necessary screenshot with the necessary data was not provided. Also at the moment on the game balance there are no funds available for withdrawal, as they were used to play in the casino.

Hi,

I did indeed play my balance and lose it after the complaint was submitted. I will not pursue anything more as I already lost the balance, and I no longer want to be verified at this trash casino.

I wish this complaint will serve as a reminder for the other players not to play here. The 3 hour chat I had with them highlighted the incompetence and ignorance of their live support and their verification department. I do not believe that any other casino would have rejected a better document than the one they are asking for, and instead insist on a document that does not exist.

Thepwner001

Dear Customer,

We are very sorry that this situation occurred.

We apologize for the inconvenience caused by the verification process. We understand that this process can be challenging, but please know that we are always ready to assist you through our support chat or via email.

As compensation for the inconvenience, we have credited 150 FS to your account, which are now ready for you to use.

Best regards, CatCasino Team.

Hi Catcasino,

I appreciate the free spins, but it does not mean anything to me because I will never be able to verify my account and withdraw my winnings from the free spins ...

Thepwner001

Dear Customer,

In order to complete the verification process, you only need to upload an account statement from your bank. After that, you will be able to withdraw funds. You can get this statement in your personal cabinet. If you have difficulties, you can contact the support chat of your bank. Also, you can always contact our support chat for assistance in uploading data to our website and completing the verification process.

Best regards, CatCasino team.

Hello Thepwner001,

Thank you for your updates and for sharing your experience with us.

Unfortunately, since the funds in question were played after the complaint was submitted and are no longer available for withdrawal, we have no grounds to continue pursuing this case. As such, we must formally reject this complaint.

We understand your frustration with the verification process and the challenges you faced. Your feedback about the casino’s procedures and customer support is valuable.

Thank you for bringing this issue to our attention, and we wish you the best in the future.

Kind regards,

Petronela

Casino.Guru