The player from Germany didn’t receive her withdrawal. The player confirmed the issue was resolved.
I deposited with my MasterCard on January 29th and played without a bonus, in the end I wanted to pay out 500,700 and again 700 euros. Although my account was verified, support asked for more documents..... 2 days ago I paid 10 euros to mine via eZeeWallet catcasino account. After countless further attempts to verify this document, my eZeeWallet was accepted after 2 days today. Betty from customer support said at around 3.30 p.m. that I could pay out. I had 650 euros paid out of the 700 euros and with 50 euros lucky Played Charme Deluxe. When I left the game after 20 minutes with 70 euros, I looked at the transaction history to see whether the payout had been rejected again. My payout has been deleted, according to the transaction history there was never a payout at 3:30 p.m. I only another 70 euros, which I left on the catcasino account through the 50 euros that I left in my account when paying out. The chat history was deleted when there would never have been a payout.
Ich habe am 29.01 mit meiner MasterCard eingezahlt und spielte ohne Bonus,schlussendlich wollte ich 500,700 und nochmal 700 Euro auszahlen.Obwohl mein Account verifiziert war,verlangte der Support,weitere Dokumente.....vor 2 Tagen zahlte ich über eZeeWallet 10Euro auf meinen catcasino Account ein.Nach weiteren unzähligen Versuchen dieses Dokument zu verifizieren,wurde heute nach 2 Tagen mein eZeeWallet akzeptiert.Betty vom Kunden-Support sagte gegen 15.30Uhr dass ich auszahlen könnte.Ich habe von den 700 Euro 650Euro Auszahlen lassen und mit 50 Euro Lucky Charme Deluxe gespielt.Als ich nach 20 Min mit 70 Euro das Spiel verlassen hatte,schaute ich auf der Transaktionshistory,ob die Auszahlung schon wieder abgelehnt wurde.Meine Auszahlung ist gelöscht,laut der Transaktionshistory hat nie eine Auszahlung 15.30Uhr stattgefunden.Ich habe nur noch 70Euro,welche ich durch die 50Euro die ich bei Auszahlung auf meinen Konto gelassen habe auf den catcasinokonto.der Chatverlauf wurde gelöscht,als hätte es nie eine Auszahlung gegeben.
Dear matthesnicole1988,
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 better understand the situation. Do I understand correctly the withdrawal of 650 € didn’t reach you and 70 € is your current casino balance? Have you contacted casino support regarding this issue? What did they say?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
Dear matthesnicole1988,
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 better understand the situation. Do I understand correctly the withdrawal of 650 € didn’t reach you and 70 € is your current casino balance? Have you contacted casino support regarding this issue? What did they say?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
Hello Tomas,
First of all, thank you for helping me. I have to correct myself. When I submitted the complaint, the situation was as I had described it. When I logged into my account again a few hours later that day, it was 650 euros watch again. But they just don't pay out! I was verified, for a while, at least I thought so should send it to an email address with my ID. This has never been mentioned before, since you should verify yourself in the profile. I have sent the documents to this email again in detail and properly, as requested by support. I hope that they are paying out now. and will contact me as soon as I have a reply from support.
Mfg Matthes
Hallo Tomas,
erstmal danke,dass sie mir helfen.Ich muss mich korrigieren.Als ich die Beschwerde eingereicht hatte,war der Sachverhalt so wie ich es beschrieben hatte.Als ich an diesen Tag paar Stunden später nochmals auf meinen Account mich eingeloggt hatte,waren die 650 Euro wieder zusehen.Aber sie zahlen einfach nicht aus! Ich war verfiziert,schon seit einiger Zeit,dachte ich zumindest.Der Support hält die Auszahlung zurück,und findet immer neue Gründe,warum das Geld zurück gebucht wird und die Auszahlung abgelehnt wurde.Ich bekam gestern morgen eine Nachricht,dass ich meine Dokumente auf einer Email Adresse mit meiner ID schicken soll.Davon war bis dato nie die Rede,da man sich im Profil verifizieren soll.Ich habe nochmals detailliert und ordnungsgemäß,sowie der Support es wünscht,die Dokumente an diese E-Mail geschickt.Ich hoffe,dass sie jetzt auszahlen.und melde mich sobald ich eine Rückantwort vom Support habe.
Mfg Matthes
Hello there,
We apologize for the inconvenience, it may indeed be that the verification process can take some time. We see that your account has been successfully verified, and now withdrawal is fully available to you.
Hello there,
We apologize for the inconvenience, it may indeed be that the verification process can take some time. We see that your account has been successfully verified, and now withdrawal is fully available to you.
Dear matthesnicole1988,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
Dear matthesnicole1988,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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