Kats Casino - Player experiences withdrawal delay.

On 8/7/2024 I initiated a withdrawal of a little over $400 and with bonus requirements and crazy fees that ended up at $210 eligible. That's fine. I submitted the kyc documents, and they were accepted. I was instructed to send my preferred payment method to them and I did that (bitcoin wallet address.) like 3 times. this is where all email communications have come to a halt. Every few days I go and check with their chat bot and it was telling me to "rest assured and wait" but now today they're saying something about a "technical issue" which they won't elaborate on. But to just keep waiting for some unknown amount of time. Seems like they don't want to pay me. I can't get any info out of them and they won't even send me transcripts of all the chats ive had which seems like it should be easy to do. Any help would be greatly appreciated.

Dear ayo666777,

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.

• Is any withdrawal request currently pending in your account?
• Could you please share the communication from casino support in which the casino specifies the technical issue as a reason for delayed payment? My email is tomas@casino.guru

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,

Tomas

I have attached where it still says my withdrawal is "requested" and the email where they clearly say its approved. This is so frustrating because I can only talk to them via the live chat bot thing and recently I asked for a transcript or copy of all the chats ive had with them and they refused. Because that one email is the last one ive received from them. I was inquiring via chat tonight and was told to hit up the chat tomorrow between 2;30pm and 6pm EST to talk to my "account manager" which I will do and ill try and get some screen shots. Is there anything I should be asking that would be helpful to you or myself? In all the chats they are very adamant that they are going to pay me they are just doing final something or two days ago it was the technical issue excuse. In fact, tonights chat I just copied the text box so its kind of hard to read and I'm not sure if its valid enough but ill paste it below these screen shots. They always tell me the same story the payouts coming well email you and they never do. I just want like confirmation that all my infos cool and its coming like in writing you know? And a date. I think they've had plenty of time. Anyway, Thank you for responding.

Kats Assistance

Currently replying in under a minute

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Kevin

Designation icon Customer Support

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Kats

Welcome to Kats Casino!!!

Bitcoin Deposits + Bitcoin Withdrawals = Free & Faster 🚀Payouts (*Applies to all cryptocurrencies)

Please go ahead and type your message we are waiting to help you!!!

hiiiieeeee

Start Again

Its me again

12 minutes ago

Kevin

Thank you for contacting chat support. My name is Kevin and I will be assisting you today.

So I did some digging and after very little research it seems you guys have a real bad reputation for not paying people out...so I filed some complaints and left terrible reviews on these casino forums etc...anyway now I think ill have to be pursuing this payout at leat daily, if not multiple times a day so, hows my payout coming along? Fix those "technical issues" yet???

Are you there, kevin??\

8 minutes ago

Kevin

Please stay connected for a few minutes while I check your account and help you in the best possible way.

The only possible way to help at this point is to pay me

8 minutes agoAgent profile picture

Bot

Please stay connected. I'll be right back with you as soon as possible.

Aww whered kevin go

6 minutes ago

Kevin

Hey Aimee,

Please accept my sincere apologies for any inconvenience experienced during this period. Rest assured, As checked thoroughly, The withdrawal is just in progress and will be completed, As they are on the final verification process . Please keep an eye on your register email address as the payout team will connect with you any day soon .

Also , Please connect with us after 2:30Pm EST as your account manager will be available to assist you further on it

Hmm, if you say so Kevin....after 230pm est....is it not after that time now? I am PDT can you give me a window then? Like aftger 230 est but before when?

4 minutes agoAgent profile picture

Bot

Please stay connected. I'll be right back with you as soon as possible.

Kevin

I am so sorry, But due to the weekend the payout team as well as the account manager is not available , They will be back tomorrow

Also, do you mean to say EST not EDT do you account for daqylight savings?

2 minutes ago

Kevin

EST , Eastern standard time .

OK so after 2:30 eastern standard time on august 26th I can contact them

When on august 26th is this account manager no longer available? Like, 10pm EST?

6 minutes agoAgent profile picture

Bot

Please stay connected. I'll be right back with you as soon as possible.

Kevin

Yes , They are available until 6:00PM 

So they only work 4 hours

3.5 my bad

6 minutes agoAgent profile picture

Bot

Please stay connected. I'll be right back with you as soon as possible.

Kevin

They work for more than 8 hours, And they get busy with the other players also. They take the withdrawal concern on their next half, If you want I can get a call back arrange

OK so august 26th 2024 between 2:30pm and 6pm EST which is 11:30 am to 3pm PDT, I can talk to this person correct?

What is a call back?

2 minutes ago

Kevin

Yes, You may connect back after that time, And ask for your account manager, He will be available to assist you

OK thank you

2 minutes ago

Kevin

The account manager will call you back.

That actually feels like progress

2 minutes ago

Kevin

And I have already escalated your withdrawal concern to the higher team

Your urgency is of paramount importance. I'm dedicated to elevating the priority of your case and will exert every effort to swiftly navigate through the complexities.

Ill give that a try tomorrow and if it fails ill try the callback thing, or something else. Thanks

Today's excuse. They have and have had my wallet address this whole time. It hasn't changed. And I went ahead and sent it for the 4th time anyway.

Thank you very much, ayo666777, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Kats Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear ayo666777, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Kats Casino representative to join this conversation. 

Dear Kats Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi,

I would request you to please share the payout mode details over at officemanager@totalgaming.biz so that the payout team can transfer the funds to your preferred payout mode.

Seriously?? I have shared this information to this aforementioned address like 5 times and never gotten a response! When I chat with you people you just tell me to wait. I got a phone call from "victor" my supposed case manager that I just have to wait because something about money getting stuck and having to pay so many people that I have to wait my turn??? And he was supposed to follow up and never did. So I hit up the chat bots again this weekend and was told nothings going to happen this weekend because of the holiday. So you will def be hearing a lot from me tomorrow. What am I supposed to do here these people are clearly trying to not pay out. Its ridiculously unprofessional.

Dear ayo666777, 

I appreciate your frustration and understand your concerns. However, I recommend that you adhere to the casino's instructions, even if you have followed them on several occasions. Please inform me once you have done so.

I sent them the requested info immediately after I left my last reply, I get it. So I did what they asked and still no reply.

So I just spoke to my "account manager," Peter via phone a few minutes ago and he told me he spoke to the "payment team" and that they asked him "to wait a few more days because it will take a few more days" lol whaaat?? I'm going to have to try that line in my real life sometime. I'm of course super cordial with them but it was a bit hard to hold back a chuckle with that newest excuse. Anyway that's just my most current update. Oh and that I tried to file a formal complaint through a link on their website only to be met with an error message when I submitted it. Figures.

Dear ayo666777, 

thank you for the update.

I did contact the casino representative outside this thread to shed some light on this situation. I will keep you informed.

Thank you, I look forward to your response.

Hi,

Please allow me some time to check with the payout team regarding your payout.

That is exactly the kind of run around I get over the phone and in chat. Nearly word for word. Its been 5 weeks or more. Perhaps you need a better payout team, you know. Maybe one that does their job.

So today I talked to chatbot and now my payout is approved (albeit for $180 now rather than $210) so im like okay I thought we had established that it was approved. Anyway long story short I will receive an email when they send the money because yeah, they haven't actually sent any money. Want to know why? "Technical issues" according to my account host Victor. I'm again told to wait the infamous "few days." like what was even the point of any of it? These people are such liars and so unprofessional.

Hello,

The third party payment company that we are coursing these payments through throttled the account for some of our players.  We apologize for the inconvenience and will try to get the payment out faster.

That's crazy they throttled you so much it takes a month and a half to payout? And why am I just hearing of this now? Like what is your angle here? This is so tedious just pay me out and be done with it you'll never heard from me again. Does anyone get paid by you guys? How are you even still operational?

Dear Kats Casino,

thanks for the update. Have you resolved your issue? Additionally, could you please confirm if the requested withdrawal has been processed?

No, there has been no resolution. No payout. Just continued excuses. They keep saying to wait a few more days (for almost 2 months!) the money is coming and it never does.

Hello,

As per the update from the payout team.

The withdrawal is expected to be completed by 4th of October.

OK, well I will be watching like a hawk for it. We'll see.

Holy sh*t they actually paid me. It took 2 months and in my opinion they charged me a $30 fee twice, but whatever I got at least something out of them. Thanks for the help and I'll never play with them again. Zero stars, Kat's casino is a joke take your money elsewhere!

Hello ayo666,

We're glad that your payout has been completed successfully.

I apologize, as it took longer than usual.

I appreciate your patience.

Dear ayo666777,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak

Casino.Guru