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Subject: Cat Casino (Fun Fusion NV) – non-payment of winnings, delay of even small amounts since the 18th

Hello. I am a player at Cat Casino (operator Fun Fusion NV, license No. OGL/2024/750/0202). On the 18th, I won a large amount of 1.3 million rubles, while waiting for the withdrawal, I decided to spin it again and raised it to 1.8 million rubles. According to the casino's own regulations, payments must be made within 24 hours. However, the money has not arrived yet. In order not to create a load on the system and to act as correctly as possible, I did not withdraw the entire amount at once, but in small parts - 3,000 and 15,000 rubles. But the casino does not pay out even these small amounts.

I have successfully completed full identity verification (KYC). I provided all the necessary documents, including a photo of my passport, bank card, and verification against the background of my personal account with documents in hand.

The "cancel withdrawal" button is still active, confirming that the transactions were not actually sent.

Casino support is misleading: some employees claim that the funds have already been sent to the payment system, others - that the delay is on the casino's side.

The rules do not include a clause on self-restriction/withdrawal limits, which raises doubts about the transparency of the operator’s work.

All these facts directly indicate a violation of the obligations provided by the Curacao license, as well as a failure to comply with the principles that should be mandatory for any licensed casino: transparency of operations, responsible gaming and protection of the interests of customers.

I am writing here in the hope that the situation will be resolved peacefully. However, if this does not work, I reserve the right to contact the licensee directly for a formal review of the complaint.

I ask for assistance in resolving the conflict and obliging Cat Casino to pay my winnings in full.

Thank you in advance for your attention to my complaint.

Тема: Cat Casino (Fun Fusion N.V.) – невыплата выигрыша, задержка даже мелких сумм с 18 числа

Здравствуйте. Я являюсь игроком в Cat Casino (оператор Fun Fusion N.V., лицензия № OGL/2024/750/0202). 18-го числа я выиграла крупный выигрыш в размере 1,3 млн рублей, пока ожидаю вывод решила ещё прокрутить и подняла до 1,8 млн рублей. Согласно собственному регламенту казино, выплаты должны производиться в течение 24 часов. Однако до настоящего времени деньги так и не поступили. Чтобы не создавать нагрузку на систему и действовать максимально корректно, я оформляла вывод не всей суммы разом, а маленькими частями – по 3000 и 15000 рублей. Но даже эти небольшие суммы казино не выплачивает.

Полная верификация личности (KYC) мною успешно пройдена. Я предоставила все необходимые документы, включая фото паспорта, банковской карты и верификацию на фоне личного кабинета с документами в руках.

Кнопка «отменить вывод» до сих пор активна, что подтверждает, что транзакции фактически не были отправлены.

Поддержка казино вводит в заблуждение: одни сотрудники утверждают, что средства уже отправлены в платёжную систему, другие – что задержка на стороне казино.

В правилах отсутствует пункт о самоограничении/лимитах на вывод, что вызывает сомнения в прозрачности работы оператора.

Все эти факты прямо указывают на нарушение обязательств, предусмотренных лицензией Кюрасао, а также на несоблюдение принципов, которые должны быть обязательными для любого лицензированного казино: прозрачность операций, ответственная игра и защита интересов клиентов.

Я обращаюсь сюда с надеждой, что ситуация будет урегулирована мирным путём. Однако в случае отсутствия результата я оставляю за собой право напрямую обратиться к лицензиату для официального рассмотрения жалобы.

Прошу содействия в разрешении конфликта и обязании Cat Casino произвести выплаты моего выигрыша в полном объёме.

Заранее благодарю за внимание к моей жалобе

Dear player,

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 the 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player, 

We have carefully reviewed your complaint. At the moment, your withdrawal requests are under review by our payments department. We sincerely apologize for the delay and understand how important timely processing is for you.

Please rest assured that your case is being handled with priority, and as soon as the verification and processing are completed, we will provide you with an official update regarding the status of your withdrawals.

We regret that this situation has caused such a long wait and thank you for your patience and understanding while the matter is being finalized.

Best regards,

Cat Casino Team

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru