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Will not pay funds of £260. I have been in contact with them since 11th September.

I've asked multiple times for payment or a unique reference so that I can track the payment they have allegedly paid.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Dear Richard84,

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.

Thank you for your reply, Richard84. I’m very sorry, but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hi Kristina,

I'm ready sorry for not responding to the questions I've been really busy with work.

I have made withdrawals in the past without any problems.

There was one other payment that I didn't receive before this one, but then I received it a couple of days later.

I'm all verified, I sent them my passport to verify it is me.

I won my winnings without any bonus or wagers.

I have been emailing them for a month and they keep asking the same thing.

So I when to my bank for advice and they told me to ask for a unique reference number to help me trace the payment they said they've sent.

Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Hi Kristina,

Here are the screenshots of payments received and the payment that hasn't yet been paid.

The last one that was paid is the £160 one that was paid days after and I've always used the same process of payment.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina,

I've forwarded the emails to you I hope they found you well.

Richard

Hi Kristina,

I've forwarded the emails to you.

I hope they found you well.

Richard

Dear Richard84

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Richard84,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Katana Spin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Morning Lucia,

I hope you are well, and thank you for taking care of my case.

I wonder if I'd be able to push them for compensation?

Due to them not paying me my funds?

Which lead me to miss payments and be in an unarranged overdraft.

Richard.

Dear Richard84,

I understand your concerns, and I’m sorry to hear about the difficulties this situation has caused.

However, my options are limited — my role is solely to assist you in recovering your funds from the casino, and I’m not able to pursue compensation or additional claims beyond that.

Dear Richard84,

We would like to inform you that we have thoroughly reviewed your case.

Please note that your withdrawal was processed on the 11th of September and credited to your bank account on the same day for the amount of 252.60 pounds. This transaction is visible in the Santander statement that you shared with us.

Please note that the sum is slightly less due to factors outside of our influence.

As stated in our Terms and Conditions under Clause 7.11:  

"You acknowledge that withdrawals via bank transfers can, in exceptional cases, be subject to additional charges by the intermediary banks. These charges remain outside the influence of the Casino."

Thank you for your understanding. Should you have any further questions or require any assistance, please do not hesitate to contact us.

Best regards,

Katana Spin Casino

Hello Richard84

In order for me to assist you further, I kindly ask you to provide a copy of your bank statement covering the period around your withdrawal (11th of September), where the corresponding transaction should appear. You can send the bank statement to lucia.s@casino.guru

Once received, I will proceed with the necessary checks and update you promptly.

Hi katana spin,

I'm fully aware that you paid me a payment of £252 on the 11th Sept 2025 that was the previous winnings that I should have been paid on the 4th Sept 2025 which I complained about.

When I received that payment of £252 I then use them funds to gamble and win the £260 which I haven't received.

The payment of £252 was credited to my account at 00:00 on 11th September 202

I won the £260 on the same day and the payment stated 3:09 am. This is the one I'm still waiting for!

Dear Richard84,

We would like to inform you that you had only one withdrawal during the month of September, in the amount of 260 GBP. Your two previous withdrawals, each in the amount of 250 GBP, were processed in August, as visible in the screenshot from your transaction history in your casino account.

Please note that you were credited 252 GBP, which is higher than the amount you received for your previous withdrawals. Kindly be advised that the casino cannot pay out a higher amount than the one requested in the withdrawal.

To assist you further and ensure everything is clear, could you please provide additional clarification regarding the transaction you mentioned on the 4th of September?

If you are referring to not having received the 250 GBP withdrawal from the 31st of August, could you please provide us with a bank statement covering the period from the 31st of August until the current date, so that we can proceed with the investigation?

Thank you for your patience and understanding. We appreciate your cooperation.

Best regards,

Katana Spin Casino

Dear Katana Spin Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Richard84,

Following the identification of the correct withdrawal, we have contacted the payment provider to obtain further information and resolve the matter.

We would like to inform you that the withdrawal has failed and the funds have now been returned to your casino balance. You may proceed to request a new withdrawal at your convenience.

Should you experience any further issues or have additional questions, please do not hesitate to contact us. We will be happy to assist you.

Best regards,

Katana Spin Casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Richard84,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia