KittyCat Casino - Pelaajan kotiuttaminen viivästyy.

It seems likely that this is a scam. They are doing everything possible to delay verification and withdrawal of funds. They constantly come up with rules that contradict those already established on their own website.

On December 9, I submitted my documents for verification, and it's been 9 days now, yet my documents have still not been verified, although support claims this process takes up to 7 working days. During this time, I was told that I cannot withdraw my money because I have not met the wager requirement of x10. My last 3 deposits were made without using any bonuses. The most recent deposit was $21. It is stated in their rules, "If a player deposits and doesn’t redeem a deposit bonus, the player must wager 1 bet before withdrawing deposited funds. This may be frustrating to players, however, cash in and out of the casino without play can be perceived as money laundering. kittycat is committed to preventing money laundering at all times." Nowhere does it mention a x10 wager. In any case, I have already made bets totaling around $710.

Every time I contact chat support, they invent new rules or bring up the x10 requirement again (but as you understand, I have already far exceeded the x10 wager requirement).

I have saved screenshots of all the conversations and rules, but for some reason, I'm unable to upload them here.

Скорее всего это мошенники. Они всячески затягивают верификацию и вывод средств. Постоянно придумывают какие-то правила, которые противоречат правилам установленным на их же сайте.

9 декабря я отправила документы для верификации, прошло уже 9 дней и до сих пор мои документы не верифицированы, хотя саппорт утверждает что это занимает до 7 рабочих дней. В течение этого времени мне говорили, что я не могу вывести свои деньги, потому что я не выполнила вагер х10. Мои последние 3 депозита были без использования каких-либо бонусов. Самый последний депозит был 21$. В их правилах написано "If a player deposits and doesn’t redeem a deposit bonus, player must wager 1 bet before withdrawing deposited funds. This may be frustrating to players, however, cash in and out of the casino without play can be perceived as money laundering. kittycat is committed to preventing money laundering at all times". И нигде не написано про вагер х10. В любом случае я сделала ставок на ~710$.

И каждый раз в чате придумывают новые правила или опять начинают разговор про х10 (но как вы понимаете, я уже и х10 вагер давно перевыполнила).

Скриншоты переписок и правил я сохранила, но почему-то не получается загрузить их сюда.

Dear pozndarya,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which documents you sent to the casino for verification and when exactly did you send the last one?

I have checked the Terms and Conditions, and this is what I found regarding the wagering requirements of real-money deposits:

As a measure to prevent money laundering, a deposit made by you should be played (wagered) a minimum of once before a withdrawal can be requested. Please note that when wagering requirements are in place, then they should be met before a withdrawal is approved.

Could you please forward me the conversation you had with the casino customer support stating that you have to wager your deposits ten times to be eligible for a withdrawal? My email address is veronika.f@casino.guru. Alternatively, you may post screenshots directly here to the thread.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

On December 9th, I sent my passport and utility bill for the last time.

I sent you one of the last chat conversations to your email

9 декабря последний раз я отправляла паспорт и utility bill.

я отправила вам одну из последних переписок с чатом на ваш имейл

Thank you for your email. Could you please check if there is a progress bar in your casino profile that tracks the wagering requirements?

Additionally, has the casino’s customer support provided you with any official rules from their Terms and Conditions that would justify the high wagering requirements applied to your deposits?

Looking forward to your reply.

yes (sent to you by email)

and

no, no one provided

The issue has been resolved

Thank you

Вопрос решен

спасибо

Dear pozndarya,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru