CatCasino - Hráč nemůže vybrat své výhry.

I tried this casino for the first time. I made a small first deposit and ended up beeig up around small 200eur. I uploaded documents for KYC, after whitch they blocked me for entering any game. .. when asking in live help whats happening, i was told that access had been denied for me, as my identification document indicated an EU country, thats restricted on this site.

Now the T/C's state that this casino welcomes players from Ireland, which I am, just that i was born in other EU state. But i am a resident of rep. of Ireland, for 11 years now. I have been using a lot of casino sites, obviously registering as a Irish player and beeing from IE and i have ever had a problem passing KYC, by having been born elswhere or having a passport, that has been issued by authorithy of other EU state, but they deied it.

i tried to tel them, that it doesnt matter, what is my country of birth, but i am from Ireland, and rules state that players from Ireland are welcome. they didnt seem to care about my proff of addres provided, that clearly shows adress in Ireland....so for the 1st time experienced, my passport not beeing accepted, I sent them aother ID documet - this time it was my IRISH drivers licence.. in order for them to use that then... but they didnt care... I provided:

IRISH drivers licence,

IRISH bank account statement (as a proof of adress here in IE

my Tax letter, issued by IRISH tax office (just to back up my poa)

a selfie, holding my licece, taken here in IRELAND 😀 😀

but al of it got me nowhere.

So my account was left with 198eur balace, that i cant withdraw now and with blocked access to games, so i could use the balace by playing.

So sice i think i havent broken any rule or T/C point, i would really appreciate any assistece, to resolve this issue i think that either my accout should get fuly approved and unlocked, ... or atleast then they should pay out my 200eur balance, that i had made, by playing up until they decided, that they want to be first online casino, that will set restrictions based on where you been born or what is your origins 😀 ... altho obviously nothig like that that is mentioned in T/C's ..there is just the countryies that you are allowed to REGISTER AND PLAY from 🙂 ...

pease help me....

looking forward to hear from you guys...

THANKS!

Dear imizzz,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. Before we would try to contact the casino let me ask you a few more question. How long since they refuse to pay you out? Are you still able to login into your casino account? Are you still in touch with the casino and if yes, did they give you any reasonable argument of their decision?

Also please if you have any other relevant document which could support your case - like a proof that you live in Ireland or any other communication between you and the casino - please send it to nikolas.b @casino.guru.

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,

Nick

Thank you for comming back to me.. i will try and peqce togeather everything relevant and email you later on, during the day. Thanks again.

To aswer the questions asked and to fill you in with more details.... Hope any of this is usefull to you:

1. "How long since they refuse to pay you out?"

 Now technically there was NO conversation about the withrawal. Since it turned out that they don't offer a method to withdraw back to credit/debit card , I would be able to request one, only to ewallet "ezeewallet" or to crypto currecy wallets. BUT to be able to use that, they ask that it has been registered previously as your deposit method. so Since i made my first deposit from debit card, i would have to make aother deposit, using e-wallet now, in order to use it to withdraw... BUT now they have restricted my account, so even that is not an option anymore. 

  When during the dispute, i did at one point try to ask what are my options regarding getting my balance withdrawn. so the agent said that that isn't in her competence and she couldnt help me with that.

2. Are you still able to login into your casino account? 

YES. just not able to access any real money play.... They have a strange way to restrict someones account.. I suppose, they just add them to "self excluded account list", without your consent.... that way you can log in, but u cannot access or do basically anythinng, as the message pops up, saying you are self excluded (see attached immage "error message.jpg)

3. Are you still in touch with the casino and if yes, did they give you any reasonable argument of their decision?

No im not. ...well at first they kept tryig to blame TECHNICAL problems at my end..and no one seemed to know how my account got in the excluded account list. I got told to clear my cache 😄 over and over, as i tried to raise the issue again every 2 hours. Then, after almost a days effort, i was finally informed, that all of this is because my account was restricted, as being used from a restricted country. Ofcourse i got confused and asked, how is that, if rules say that it accepts players from Ireland. Thats when the biggest shock accured to me, as she said that the proof of ID document that i have uploaded, indicated that im not from Ireland. -i struggled for words, asi had never before, came across such an illiteracy in my life...But apparently that was the official decision.

 So asked, what are my options to withdraw my existing balace, she rplied that it is not in live agents competence and she wouldn't be able to help me with that .....and to have a great day if i didnt have any more questions. .. SO THAT'S WHERE IT'S BEE LEFT NOW ...

well somewhere in the middle of all that i also sent them my Irish dri```vers licence and sugdested to use that as my proof of ID as that does not "indicate" any other country, (also stated as accepted KYC document), if my country of origin and birth showing there is a problem.

i also tried to educate them a bit, by explaining that this document is issued in EU member state, and must be accepted in all europe as equal to one issued in any other EU country, by EU LAW! And that is the reason i dont have the obligation to apply for an Irish passport,. Even if emigrated to here 11 years ago, i would still have my passport/ID card from my country of origin and birth. As it is for any Polish, French, German, Romaian, Italian, or ANY other europian national, living in any other EU country.

I find it strange, that there are people who doesnt know such a thing and even more - working in any international, customer service department.

MOST IMPORTAT fact - i am registered in around 70% (wild guess, but dosens and dosens) casino sites, that are accepting irish players i have passed KYC in every site, by using the same ID card, with no problem... especially because proof of ID - is required to prove your identity!!!!, not the country you live in. !!

P.S. im also sendig some bits, that i tought might be relevant to e-mail provided.

THANK YOU!!

Thank you very much, imizzz, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future

Hi imizzz,

I looked at your case and email and understand the situation. I will contact the casino and see if I can help. I would like to invite CatCasino to the conversation to participate in the resolution of this complaint.

Thank you very much.

Well appreciated.

Hope this can be resolved easaly and all missunderstandings can be forgotten. 🙂

We would like to ask CatCasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi imizzz,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We reopened the complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Hello!

The player was offered to make a withdrawal to any available method in his account - 04.08.2021. Money on balance was used to make bets - 08-08.2021 - 00:32:05. He was playing PlaynGo Book of Dead game.

Player was blocked on 20.12.2021 . The customer was not refunded as the money was lost. 

Please close this complaint.

Dear CatCasino,

Does that mean that the player's balance of €198 was refunded and he spent it on games?

Hello. 

No, you are not quite right, 198 euros remained on player's account. 

After he lost those funds.

Dear CatCasino team,

I understand now, thank you. Since the player was offered to make a withdrawal right after this complaint was closed the first time but he lost the balance playing games, I'm afraid we are forced to reject this complaint.

Best regards,

Peter