Casino Kakadu - incompetence of payment department

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

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Player's Complaint

On 01 Aug 2022, 19:28 i deposit 22.58€ with my Revolut mastercard in Casino Kakadu I took welcome bonus played it throgh and won 301.24€. I made withdrawal on 02 Aug 2022, 4:12 my account was fully verified in just 3 hours which is great and fast but in process of verification my document of transaction-statement,wasn't approved even if that is the thing they are asking for in verification procces (Proof of PaymentScreenshot or photo from online bank, bank statement, Skrill page, etc. showing the deposit. Must display the company name. Must display the amount paid.) They said like this: Reason: Please upload a front photo of your bank card used for deposits with the name, expiry date, the first 6 and last 4 digits visible. which i did and i was fully verified.

Here it begins nightmare my cashout of 301.24 EUR on 02 Aug 2022, 4:12 has been canceled it was withdrawal on master card and they said i have to make a new in bank which i did on 02 Aug 2022, 6:59 an it was rejected and it was rejected 2 times more they gave the reason that (The cashout was approved from our side, but it was rejected by your payment system.)

So it was like that until 08.august 2022. when i was asked in live chat, Does the bank you want to withdraw belongs to Lithuania? And i said yes and that this is clearly visible in transaction-statement which i have send them it is Revolut bank and i even fill in the address in bank withdrawal form. They said: Unfortunately, we do not process winnings to Lithuania and: Do you have the opportunity to create a request via any other payment system? So to make this shorter i did make a deposit of 24€ with Neteller on 09 Aug 2022, 1:34 and made withdrawal of 222.48€. i uploaded my Neteller account info screenshot and my Neteller Transacton ID and withdrawal was rejected!!!

So i asked the why in live chat and was told: Please upload a screenshot of the deposit with Neteller, where your e-mail is visible. I told them i did that and they approved my Neteller documents and told me to, create a new cashout request and i went to to this but Neteller option was not available for me!!!!!!!!!!!!!!

That was today 09,Aug 2022. 15:24 pm CEST from then i was being told: At the moment we can just exercise a little patient as we wait for the answer from payment department. We currently waiting for the responde from payment departmant as to why Nettler isnt available at the moment kindly wait . As I can see our managers are still working on your issue. Kindly, wait a bit, we need some more time to solve it. Hope for your understanding and patience! We are waiting for the reply from financial department. And then: The financial department doesn't work directle with us. We sent them a request, it should be proceeded in 24 hours.

Well this the whole story I don't believe them that they will send me email i don't believe them for the reason they never did in this 7 days instead i had to come in live chat and waisting my time and yes they even didn't reply to any email i sent to [email protected] !!

I have all chat transcripts and all screensots of everything my level of frustration is indescribable as well as is their level of incompetence of their payment department is undisputed and unbelievable!!!!

This is a conclusion based on evidence and 8 days of experience i played in over a 100 online casinos but never,ever i have bean trough this and i play only in MGA licences casinos.

I'm writing this here first becouse in ther T

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6 Responses

thepogg

August 10, 2022

Hi rastakiller - welcome to ThePOGG.com!

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 26th of August let us know and we'll contact the operator on your behalf.

Thanks,

ThePOGG

rastakiller

August 10, 2022

With the greatest of respect

after all that I said to you and with the fact that i really need this money since i won it and I'm counting on it since i won it, the time frame that you gave me for party dispute mediation service is beyond,normal and makes my coming here worthless!

The only reason that I did made complaint here is: they have appointed ThePOGG.com as ADR provider that you may also complain to. I think I can see why is that so... But at least i made my complaint here

thepogg

August 10, 2022

Hi rastakiller,

With the greatest of respect, we are not the operator's customer service department nor should we be treated as an alternative to trying to resolve the issue on your own behalf.

As an ADR we serve to resolve disputes between yourself and the operator as a more easily accessed alternative to the court system. A good rule of thumb is that if your issue is not yet at the point where you would consider legal action - and to be clear, a delay in payment of this length does not fall into that category - it is not yet time for you to look for 3rd party assistance.

Thanks,

ThePOGG

thepogg

August 27, 2022

Hi rastakiller,

Are you still experiencing issues?

Thanks,

ThePOGG

thepogg

September 3, 2022

Hi rastakiller,

I'm following-up on the above?

Thanks,

ThePOGG

thepogg

September 10, 2022

Hi rastakiller,

If we haven't heard from you by Friday the 24th of September we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG