Katana Spin Casino - Pelaajan kotiuttaminen ja pelaaminen viivästyvät.

Dealt three hands without cards for me! Automatically bet!

Was made to wait on chat- shower snapshots.

Been sent to back of the queue for last hour.

Now can’t withdraw or play!!

Dear harexpatel,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve faced with being dealt hands without cards, automatic betting, and the subsequent problems with withdrawals and gameplay.

To better understand your situation and assist you effectively, could you please provide more details:

• Could you confirm which games you were playing when the issue occurred?
• Were you able to take any screenshots or record evidence of the incident (e.g., the hands dealt without cards or chat conversations)?
• Did the casino provide any explanation during your chat regarding the automatic betting or withdrawal issues?
• Are there any specific error messages or notifications showing on your account now?

If you have any additional evidence, such as screenshots or correspondence with the casino, please forward it to petronela.k@casino.guru to help us investigate further.

Your cooperation is crucial for us to proceed with this case and work towards resolving it. Without your input and the necessary details, it will be challenging for us to move forward effectively.

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,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

three rounds - did same 1 and auto betfor me! Now have blocked my other money and not responding to emails. Can’t even log in to the site!!

Thank you very much, harexpatel, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, harexpatel,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Katana Spin Casino team,

Could you please look at the player's issue and provide us with an explanation? What happened during the game sessions in question, and can the casino fix the issues he is experiencing with his casino account?

If needed, you can send the details to my email address (branislav.b@casino.guru).

Thank you.

Hello,

Thank you for bringing this matter to our attention. We genuinely appreciate your feedback and are committed to resolving this issue in a manner that benefits all parties involved.

After a thorough review, we can confirm that the issue regarding the video has been forwarded to the relevant team for investigation. However, it is important to note that placing a bet cannot occur without the player's confirmation. Similar to depositing, placing a bet requires deliberate actions from the player. It is solely the player's responsibility to ensure all settings are correct before pressing the "bet" button. Our game managers can only investigate such matters if significant proof, such as a screen recording, is provided.

Regarding the account, we would like to clarify that the player requested account closure via chat on 1/3/2025, at 09:25:14 (UTC). During this interaction, the player did not provide a reason for the closure request and subsequently left the chat. As per protocol, our agents suspended the account at the time. The account was later reopened at the player's own request.

We hope this clarifies the situation. Should you have any additional questions or concerns, please do not hesitate to reach out.

Best Regards,

Katana Spin Casino

Absolutely rubbish this response

Greetings all,

I am sorry for the delay.

Thank you for your response, Katana Spin Casino.

Everything is clear. However, although bets are not placed without the player's knowledge, and it is the player's responsibility to check the settings before placing bets, he should be able to see or retrospectively check the details of his games, what his cards or the dealer's cards were, and whether the loss/win information was correct and/or whether the results of the games had a correct impact on his balance. Without knowing the player's and dealer's cards, with such settings, all the games could have been marked as loss and the money deducted from the balance, regardless of the results of those games.

Although the player does not have a screen recording (not many players record their gaming sessions), we have a screenshot from the player, where his balance and the time of the bet are visible, so it should not be a problem to find out more regarding these bets - details of cards that were not shown on the user's screen and results/impact on his balance.

Can you please provide the following:

• What issue regarding the video did you mean? Did you mean the fact that the player probably could not see any cards during his game and could not check the correctness of the results in the game in question? If so, once you know more from the relevant team, can you inform us about the details?
• Proof of the complainant's request for account closure and leaving chat without providing a reason
• The information about the account reopening - when was it reopened, and is there any balance on the account? If not, what happened with it? Can you confirm the casino unblocked the account and allow the user to use the remaining balance?
• Based on the details from the player's screenshot (his balance and date/time of the bet) - if possible, can you identify (or can you ask the game provider for it) the bet in question and provide us with the missing details from this bet and also 3 bets that were placed before this one and 3 that were placed after this bet, with the details of what cards were dealt in these games (for the player and the dealer), with visible results of these games and impact on the user's balance?

If it suits you better, feel free to send the requested details/data to my email (branislav.b@casino.guru).

Thank you.

Dear Branislav,

Thank you for your attention.

We are currently working to provide the requested information, once our team is done we will notify you immediately.

Let us know if you have any questions in the meantime.

Best Regards,

Katana Spin Casino

Dear Katana Spin Casino,

Thank you for your response and for your email with additional details.

I replied to your email a while ago. Can you please check it and provide me with the requested?

Thank you.

Dear Branislav,

Thank you for your attention.

We have checked your email and provided further information, please check it and let us know if you have additional questions.

Best Regards,

Katana Spin Casino

Greetings all,

I am sorry for the delay.

Thank you for your email and additional information, Katana Spin Casino. Feel free to check my last email and reply.

Dear harexpatel,

In the meantime, I have a few questions to clarify the situation.

Do I understand correctly that you asked for the block of your account yourself and then you complained that you could not log into the account?

Can you confirm that your account was restored and you lost all your remaining balance?

You claimed that there were 3 automatic rounds in the game in question. I could see that there were 4 rounds together (no other play in this game). Were all these rounds automatic, or, was any of these rounds 'normally' played? If any of these rounds were not automatic, do you have a screenshot of such a round, where there was no video issue, and the game displayed cards correctly + can you provide us with such a screenshot?

Is that correct that you do not have a video recording of the issue?

Thank you.

They are liars ! No point in this

Dear harexpatel,

I think it makes no sense to drag it unnecessarily out at this point. The casino was able to substantiate its claims with sufficient evidence.

After gathering all the necessary information and details, we are closing this complaint as rejected for the following reasons:

• All 3 rounds in the game in question ended with losses - all results/losses were correct despite a technical issue with a video during play
• There were 4 rounds in this game together, while the last one was winning, and the winnings were correctly credited to your balance - lost by playing later, which makes no sense; you complained about 3 lost bets but did not mention the winning one, from which you lost the winnings by playing without any problems, and the same technical problem apparently persisted while playing this round, but you did not report the problem regarding this round - it makes no sense and unfortunately, it does not work like that at all - winnings are alright but losses not?
• You failed to provide sufficient evidence confirming your claims
• It was confirmed you asked the casino for account closure yourself, later asking for reopening, playing your balance down to 0
• Last but not least, likely providing incorrect/misleading information during the complaint resolution process

Considering all the points above, there is basically nothing to solve anymore. I will only update the disputed amount to £17.41 - the amount of your 3 lost bets you complained about.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Katana Spin Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru