CatCasino - El reintegro del jugador se ha retrasado.

Hi.

I am having extreme problems withdrawing money from the casino.

All KYC documents have been uploaded.

A total of 14 documents.

Passport, account statement, electricity provider, e-wallet dashboard, transactions, selfie, screenshot of the player profile were also wanted. Payment is still rejected again and again, there is no screenshot of the player profile, I uploaded it 3x and sent it 2x by email.

So to be honest, it doesn't work at all. People are being held up here in order to intentionally delay payment or not pay out.

I have never had to send so many documents to a casino in 8 years. And as mentioned, all documents are with the casino. Still rejection. Every other casino takes all of it.

I would like my 100 euros immediately. There is no reason for withholding.

Hallo.

Ich habe extreme Probleme in dem Casino Geld abzuheben.

Unterlagen zur KYC wurden alle hochgeladen.

Insgesamt 14 Dokumente.

Pass, Kontoauszug, Stromanbieter,E-Wallet Dashboard, Transaktionen,Selfie, Screenshot vom Spieler Profil wollte man auch haben. Auszahlung wird trotzdem immer wieder abgelehnt es fehlt Screenshot vom Spieler Profil habe es 3x hochgeladen sowie 2x per E-Mail versendet.

Also ganz ehrlich geht gar nicht. Man hält hier die Leute hin um absichtlich Zahlung zu verzögern bzw. nicht auszuzahlen.

Soviele Dokumente habe ich in 8 Jahren noch an kein Casino versenden müssen. Und wie erwähnt es sind alle Dokumente beim Casino. Trotzdem Ablehnung. Jedes andere Casino nimmt alles davon.

Ich hätte gerne meine 100 Euro das umgehend. Es gibt kein Grund zur Einbehaltung.

Dear marciistamstart,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello there,

As we can see you made a complaint from the email: marc****@gmail.com, where you did not make any withdrawals. But we found your other account. We want to warn you that this is a strict violation of our rules for creating duplicate accounts. Back to the withdrawal of funds, indeed we observe that the verification process took some time, because, some documents were not successfully verified. Now your account has been successfully verified and your withdrawal has been successfully credited to the e-wallet 01.02.23

Dear marciistamstart,

Have you received your withdrawal from the casino yet?

Dear marciistamstart,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.