Katana Spin Casino - Player claims that payment has been delayed.

Before depositing on this site I asked the live support if I could verify first.

They said verification would be requested on first withdrawal and it was less than 24 hours.

With this information I made several deposits.

I won £400 and when withdrawing it took me to idenfy to show passport and do selfie.

It then said account verified.

I withdrew and 24 hours later it was declined saying they needed front and back of card.

I disputed with live chat how it could be verified then unverified.

After reading reviews I can see they ask for different docs every 24 hours instead of all at once.

I challenged them as fraudulent and asked to escalate and yusif suspended my account so £400 is just sat there.

They keep saying team will contact by email.

Dear Sezza39,

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 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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Sezza39,

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 Sezza39,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.