CatCasino - プレイヤーの撤退が遅れています。

Dear Casinoguru Team,

Catcasino has been withholding my 2000€ withdrawal for over 8 weeks now. I have often inquired in the live chat and was always told to wait, with assurances that the team is working on it and I should await an email. Now I have reached a point where I no longer believe it will be processed soon, and I am asking for your help.

Sehr geehrtes Casinoguru Team,

Catcasino lässt nun schon seit über 8 Wochen auf meine Auszahlung von 2000€ warten. Ich habe häufig im live chat nachgefragt und ich wurde immer nur vertröstet, dass das Team daran arbeiten und ich auf eine email warten soll. Jetzt ist ein Zeitpunkt gekommen wo ich nicht mehr daran glaube, dass es zeitnah bearbeitet wird und bitte euch um Hilfe

Dear flochefe, 

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 can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Dear Veronika,

I have never paid out anything. I passed KYC. I played with a bonus. The casino blames the problem on the payment provider Jeton. However, Jeton otherwise works perfectly

Liebe Veronika,

ich habe noch nie etwas Ausgezahlt. Kyc habe ich bestanden. Ich habe mit Bonus gespielt. Das Casino schiebt das Problem auf den Zahlungsanbieter Jeton. Allerdings funktioniert Jeton ansonsten bestens

Hello!

Earlier your payment was canceled due to technical reasons, we apologize for the inconvenience! You can create new withdrawal request to your confirmed cryptocurrency wallet and we will process it as fast as possible.

Dear CatCasino representative,

Thank you for getting in touch with us and providing the player with a solution to their problem.

Dear flochefe, have you submitted a new withdrawal request as advised by the casino representative?

Dear Veronika,

I have already received a large part of the money. This complaint can be deleted. Thank you for your help!

Liebe Veronika,

ich habe jetzt einen Großteil des Geldes schon erhalten. Diese Beschwerde kann gelöscht werden. Vielen Dank für die Hilfe!

Dear flochefe,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika 

Casino.Guru