KatsuBet Casino - Pelaajan tili estettiin ennen kuin hän ehti kotiuttaa voittonsa.

I deposited 60 Euros and won 390 Euros only from playing with real money. When I requested the payout, the casino first congratulated me on the win and requested a few documents. I uploaded these documents. Following this, they sent an email requesting more documents, but when I wanted to upload them to my account, it said that my account was blocked.

How am I supposed to withdraw my winnings now? This is fraud!

Ich habe 60 Euro eingezahlt und nur mit Echtgeldwetten 390 Euro gewonnen. Als ich die Auszahlung angefordert habe, hat das Casino zum Gewinn gratuliert zuerst ein paar Dokumente angefordert. Diese habe ich hochgeladen. Daraufhin haben Sie per Mail weitere Dokumente angefordert und als ich diese auf meinem Konto hochladen wollte, steht dort, dass mein Account gesperrt ist.

Wie soll ich nun meine Gewinne abheben? Das ist doch Betrug!

Dear blablabla,

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. Could you please advise when exactly you created your casino account? Did the casino provide any explanation regarding the closed account?

Which documents did you manage to provide? Have you provided all the required documents as soon as possible and in the correct format?

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

Hello Kristina,

I created the account about 5 years ago and made successful deposits and withdrawals 5 years ago. Well, yesterday I played there for the first time in 4 years. I sent the required documents within an hour. The account was then simply closed by the casino without telling me anything.

Hallo Kristina,

ich habe das Konto schon vor etwa 5 Jahren erstellt und vor 5 Jahren auch schon einige Male erfolgreich ein- und ausgezahlt. Nun habe ich gestern dort zum ersten Mal seit 4 Jahren gespielt. Die erforderlichen Dokumente habe ich innerhalb einer Stunde zugeschickt. Das Konto wurde im Anschluss einfach so vom Kasino geschlossem, ohne mir irgendwas mitzuteilen.

Thank you very much, blablabla, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi blablabla,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask KatsuBet Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Kind regards,

Tomas

Hello Tomas,

My account is still blocked, but I got my winnings transferred!

Hallo Tomas,

Mein Konto ist noch immer gesperrt, allerdings habe ich den Gewinn nun doch überwiesen bekommen!

Dear blablabla,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Please be informed though, that the casino has the full right to decide whether they keep your account open or closed.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas