The player struggles to withdraw his balance for unknown reason. The complaint was resolved as the player received her money.
CatCasino - The player struggles to withdraw his balance.
Amount: €250
CatCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I have already written in the discussions with Radka and I think now is the time to file a complaint. I played there for the first time on March 17th. Before I started, of course, I first looked at which payment and payment methods are available. The credit card was displayed for deposits and withdrawals, so I paid in with a credit card. Now I would have won a bit and wanted to have the 250 euros paid out to me on March 17th, also via credit card. My account is verified and I also played without a bonus. A few hours later I checked again, my payment was rejected. I asked in the live chat, I was told I should submit a new application. I did, looked in again a few hours later, rejected again. Again in the live chat and again the same statement, make a new application. It's been like this for 5 days now, meanwhile the payout has been rejected 10 times. Sometimes it says it's up to the payment provider, then there's a technical problem and I keep submitting a new application. I didn't get an answer by email. Since I wrote here under the discussions, I got an answer that I should write everything again in English, nothing else. I did, 1 day later I received an email that I should tell you which email I used to register with you. I also sent. I think they don't want to pay out. I've asked several times if you can send me the money via bank transfer, but I haven't gotten an answer. I have no idea about the other payment methods because I don't own them. I hope you can help me somehow here.
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1 year ago
Hello Gretche70,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CatCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you try to use a different payment method to withdraw? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello, my account was fully verified on 3/18 before I requested the 1st payout. I couldn't select another payment method because I don't use any of these methods. After I wrote this complaint here today I went back to the casinos page. Again my withdrawal was declined. And again I went into the chat. This time I was really asked for the first time whether I could also pay out with crypto or what it is called. But I don't have anything like that and I don't know about it. Today they said they have a technical problem. Again I asked if you could just send me the money by bank transfer. I've been on chat for over 1 hour waiting for finance department to reply. Then I should enter my bank details and the ladies will forward it to the finance department. The processing will now probably take 3 days. What would be ok for me if I get the money then. I also made a screenshot of this chat history.
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1 year ago
Hello there,
We apologize for the inconvenience, unfortunately due to technical reasons, withdrawal to the bank card does not go to your card. At the moment the only way to withdraw funds is only to IBAN.
We sent a letter to your email with all the details and are waiting for your data.
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1 year ago
Translation
Hello, yes I got an email today that I should enter my data. I only gave these dates on March 21st and it said that the processing would take a maximum of 3 days. And today, when the 3 days are over, you asked me again for the dates???? I sent them again. Likewise my bank card, bank statement on which all my data are again, and screenshots of the chat history that I made all my data available on March 21st. It's sad that you canceled my payment 10 times and kept telling me to submit a new application, that's all you got. Instead of telling me right away that there's a technical problem that you've probably had for a few months and can't seem to find a solution for it. I hope that you will now speed up my payment a little, because you have had all my data since March 21st
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1 year ago
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After I had sent all my data again, I received an email on the same evening that the payout is now available and will be processed within 24 hours. Which was probably just a standard email again, because nothing was processed.
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1 year ago
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Cat casino wrote me on Friday evening that they would process the payment within 24 hours. Also emphasize that you follow the rules as it says on your website (24 hours) meanwhile 54 hours have passed and nothing has been processed. Of course, I no longer get an answer to my email
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1 year ago
Hello Gretche70,
Please note that the recommended time frame for a withdrawal is 14 days. Please let us know if the money would not arrive after 2 weeks. Until then I can only recommend to wait.
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1 year ago
Translation
Hello, yes the recommended is maybe 14 days, but I also relied on the statement (via email) from the casino and what it says on their website. It's clear then that I have my doubts. And yes, I have no choice but to wait.
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1 year ago
Translation
Hi Nick, you tell me to wait 2 weeks. Unfortunately, I don't know when these 2 weeks will start. Because this evening I got an email that I should now make another payment request to the finance department. There was nothing else in this email. I don't even have an address from this finance department, 2 times I sent them my bank details and then told me that the payment is now being processed. Which, according to the casino, is processed in 24 hours. Now 78 hours have passed and they just send me an email to the finance department that I should send another request. I can't get any further and would like you to contact the casino. The whole thing has been going on since March 18th and I have the feeling that the casino doesn't want to pay me out.
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1 year ago
Translation
Here is my player ID in this casino ID: 486****, unfortunately nothing is happening here, you are simply ignored
Edited by a Casino Guru admin
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