Katana Spin Casino - Player believes that their withdrawal has been delayed.

I withdrew 3 seperate payments totalling 1.1k and it’s been 13 days and I haven’t received no money , my bank declined the payments as the payment providers didn’t include their details correctly and since then I have been asked to get proof from my bank which is not my job to do. My bank told me the funds were returned to them almost a week ago and I haven’t heard from katanaspins casino in over 5 days now and I’m not closer to getting my money.

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.

It has been 14 days

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.

Hiya dominika, no I still haven’t received my winnings , my bank declined 3 separate payments and my bank told me they were sent back to the casino and they explained why they were declined but the casino are demanding documents to explain why they have been declined even though my bank has already explained , live chat are just stalling every time I get in touch and I’ve been told the same old thing every day now for 2 weeks.

I also haven’t heard from Katanaspins since Tuesday and they just keep telling me to be patient , I have seen 7 separate cases in the last week on trust pilot of people that haven’t been paid that are in the same situation as me , the live chat agents are very rude and don’t want to help and I have chat scripts of that

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you successfully used this same withdrawal method before, or was this your first time withdrawing via this method?

Would you be able to send me the communication from your bank confirming that the payments were declined and returned to the casino, along with the reason for the rejection?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

I have sent you an email with screenshots and an explaination dominika thank you !

I also have used this method of withdrawal before but the payment provider didn’t do mandatory sending procedures ( putting the country of origin and address on the payments ) therefore my bank rejected it so they could amend and resend the payments

Dear player, have you received any updates from the casino since your last message? If so, could you please share what they told you?

Have the rejected transactions been credited back to your player account yet, or is your balance still showing as zero?

Did the casino confirm they received the returned funds from your bank? Or are they still denying that they’ve been returned?

Dear Scotty2075,

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