The player from Germany faced challenges with a withdrawal request made 12,174 months ago. After receiving a bonus and completing the required deposit, the player encountered issues as the casino required a bank statement for verification, despite having sent all necessary documents, which remained unacknowledged. The Complaints Team resolved the issue by confirming that the cashout had been approved by the casino, and the player was advised that the funds should be processed within a specified timeframe. However, the complaint was ultimately rejected due to the player's lack of response to follow-up inquiries.
Casino Kakadu - Player is unable to withdraw their winnings.
Closed
Our verdict
Player stopped responding
Amount: €170
Casino Kakadu
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
In late December, I received a bonus consisting of free spins. I played through these free spins and unlocked them, converting the winnings into my own cash balance. Then I was told to deposit 20 euros to allow for a payout. They only have Mifinity and bank deposit options available, so I chose a bank transfer via real-time transaction. However, my bank couldn’t process it because the casino's bank does not accept real-time transfers. So, I transferred the 20 euros normally to the casino, and I received confirmation that the casino received the funds. Now they want to see my bank statement to verify the transfer, which I sent as a PDF. They are requesting the most recent copy of a successful transfer, which was on December 30, 2024. There was one other deposit at this casino on June 30, 2023, for 30 euros via Paysafe. I have sent all the necessary documents to the casino, but they have never been acknowledged. The casino received my 20-euro deposit. There were only two deposits to this casino: on June 30, 2023, for 30 euros via Paysafe, and on December 30, 2024, for 20 euros. Attempts to deposit the 20 euros were made but rejected by the recipient, as my bank stated that the recipients do not accept real-time transfers.
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1 year ago
Hello Peter14,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Kakadu. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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!
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1 year ago
TranslationThe verification was before December 30th, 2024 as far as the ID, address, etc. are concerned. The payment, etc. pending payment has been running since December 27th, 2024. On December 30th they received the 20 euros, they received my bank statement in PDF which initially said it would be accepted, then they wanted to know when I had first deposited in the casino, which was on June 30th, 2023 with Paysafe, the next payment on December 30th, 2024, they wanted my bank statement, which they also got. I had to pay the 20 euros so that the money could be paid out. In the meantime, at least 11 emails have gone back and forth. The last contact was on January 3rd, 2025 by email. Then they received a bank statement with my name and IBAN number, then a bank statement with the deposit of the 20 euros, every document relating to the payout is generally rejected.
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1 year ago
Translationp.bh******@gmail.com
Password W*****
Caqsino Cockatoo
Edited by a Casino Guru admin
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1 year ago
Hello Peter14!
Thanks for reaching out and informing us about what’s been happening. I understand how frustrating this must be, and I’m here to help you get it sorted as quickly as possible.
After checking with our security team, they mentioned they’re waiting for confirmation of your successful deposit from December 30, 2024.
Specifically, they need a bank statement showing the transaction history from December 29 to December 31 because there were several deposit attempts and they need to spot the deposit went through.
After that, they will be able to verify your payment method and approve your withdrawal request.
Best regards
Kakadu team.
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1 year ago
TranslationThis is the successful deposit of 29/30.12.24 for 20 euros, and here the money has been received by you
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1 year ago
Hello Peter14,
Please forward it to the casino's e-mail support as well.
Additionally, rather then sending your deposits in the casino, the casino is requesting the statement from your payment provider (with all the visible deposits - the failed ones as well)
Looking forward to hearing from you.
Regards,
Nick
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1 year ago
Translationsecurity security
16:45 (4 hours ago)
to me
Dear Mr. Br****,
The deposit of 20 euros that you sent us on December 30th is not successful. The money for this deposit never reached us. Your only successful deposit was also made on December 30th, but may appear in your online banking as a transaction at a later date. Therefore, we recommend that you either review the transactions made after December 30th or send us a bank statement so that we can check ourselves.
Best regards,
Casino Kakadu Security Department
Edited by a Casino Guru admin
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1 year ago
Translationsecurity security
16:45 (4 hours ago)
to me
Dear Mr. Brandt,
The deposit of 20 euros that you sent us on December 30th is not successful. The money for this deposit never reached us. Your only successful deposit was also made on December 30th, but may appear in your online banking as a transaction at a later date. Therefore, we recommend that you either review the transactions made after December 30th or send us a bank statement so that we can check ourselves.
Best regards,
Casino Kakadu Security Department
The casino has received the deposit
Peter B****t
20:01 (58 minutes ago)
an security
Please what ????????????????
I made a deposit on December 30th, 2024 which was received by you, so the deposit slip appears on the bank statement from December 30th, 2024 and does not appear anywhere from December 31st, 2024 to January 13th, 2025. That is paradoxical, my bank does not do such nonsense. What are you trying to accuse me of here??? You can see where and when I paid it and where it went.
Edited by a Casino Guru admin
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1 year ago
TranslationPeter B****dt
20:01 (58 minutes ago)
an security
Please what ????????????????
I made a deposit on December 30th, 2024 which was received by you, so the deposit slip appears on the bank statement from December 30th, 2024 and does not appear anywhere from December 31st, 2024 to January 13th, 2025. That is paradoxical, my bank does not do such nonsense. What are you trying to accuse me of here??? You can see where and when I paid it and where it went.
I wrote to the casino that they had the money and provided evidence that there was no movement in my account on December 29, 2024 because my pension did not arrive until December 30, 2024. It was booked by my bank on December 30, 2024. My bank did not close on December 31, 2024, and not on January 1, 2025 either. All I know is that the 20 euros arrived. They have now received all the receipts from me and should be happy. They wanted 20 euros from me so that they could pay out, they got them and are making a fuss and getting on my nerves. And all this because of 170 euros. Are they bankrupt?
Ultimately it doesn't matter when the money arrived, they got it and now they have to pay it out. To assume that I sent 20 euros to them twice, what does it matter to them what the account movement is from 01/01/25 to 01/14/25? The fact is that on 12/30/24 they received 20 euros, and not before, not on 12/27 and not on 12/29/24 either. Just imagine, I played before Christmas, that was almost 4 weeks ago and we are at email number 28. Now they have received a complete account statement from December 24, and that is still not enough for them, and now they have received 12/30/24 again as an account statement, even though it is also included in the December account statement. Now they claim that there can also be a booking receipt retrospectively, i.e. after 12/30/24, because they received a booking receipt only once, on the day of booking, and they have already received it several times.
Edited by a Casino Guru admin
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1 year ago
Hello Peter14!
Thank you for sharing the details with us! We can see that you’ve had both a successful and an unsuccessful deposit attempt. The security team received confirmation of the failed deposit, and they can also identify your account using this transaction, but they are unable to verify whether the funds were returned to your account.
To help clear this up, our Security team has requested your transaction history from December 30 till today. This will allow them to check everything directly and make sure we’re moving forward the right way.
I appreciate your patience with this process, and I’m here to help if you have any questions or need assistance sending the required details. Let’s get this sorted for you as soon as possible!
Best regards
Kakadu team.
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1 year ago
Hello, Peter14 and Casino Guru team!
I have received an update on the withdrawal request situation. The cashout was approved on our side yesterday, and as soon as the transaction is processed on the payment system's side, the funds should be credited to the player.
Best regards
Kakadu team.
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1 year ago
Dear Peter14,
Please let us know as soon as the money arrives to you.
Keep in mind that any payment may take up to 14 days to be processed.
Looking forward to hearing from you.
Regards,
Nick
