Casino Kakadu - Povlačenje igrača je više puta poništeno.

I did not receive the payout. The operator canceled the payment 5 or 6 times. Supposedly not verified. All I can say to this is that I received an email stating that my profile had been verified. The customer chat mentioned a technical glitch. Now my balance is 0€ and the funds are gone.

Habe die Auszahlung nicht erhalten. 5 oder 6 mal wurde die Auszahlung vom Betreiber storniert. Angeblich nicht verifiziert. Und dazu kann ich nur sagen, dass ich eine Mail erhalten habe, dass mein Profil verifiziert wurde. Im Kundenchat wurde von einem technischen Fehler gesprochen. Jetzt ist mein Guthaben 0€ und Kohle ist futsch.

Dear Kiosk1987as, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

Could you please advise when was the last time your payment was canceled?

Could you please explain in more detail why your balance is 0€? Have you gambled away all your winnings?

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, 

Veronika

Before the balance was €0, I submitted the payout of €850 5 times and this was rejected by Casino Kakadu.

In May 2023 I received the message that my profile was verified with the operator and KYC.

I also verified Paysafe.

Today I received a link in the live chat, after which my KYC at Hooyu was deleted and I had to submit my documents again.

Now I have paid the deposit and I have not been refunded the winnings.

I don't think that's legitimate.

Bevor das Guthaben bei 0€ war habe ich 5 mal die Auszahlung 850€ angegeben und diese wurde abgelehnt vom Casino Kakadu.

Im Mai 2023 habe ich die Nachricht erhalten, dass mein Profil beim Betreiber verifiziert wurde und KYC.

Auch Paysafe habe ich verifiziert.

Heute habe ich im Livechat ein Link erhalten, wonach meine KYC bei Hooyu gelöscht wurde und ich meine Dokumente erneut einreichen musste.

Jetzt habe ich die Einzahlung bezahlt und der Gewinn wurde mir nicht erstattet.

Das finde ich nicht legitim.

Do I understand correctly that you gambled away your entire balance after your withdrawal requests were canceled multiple times?

Dear Kiosk1987as,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.