Kats Casino - Player faces withdrawal issue due to address discrepancy.

KatsCasino: dishonest Casino 

I am a loyal and honest player who enjoys playing online casino games. I registered with Kats Casino, a website that claims to be licensed and fair, and made a deposit without any issues. However, things changed when I won some money and requested a withdrawal.

The casino asked me to provide various documents to verify my identity and address, which I did without any hesitation. However, they kept asking for more documents, or claimed that the ones I sent were not clear. I was finally able to satisfy all the required documentation for the completion of the KYC process. However, they also said my address on my documents did not match the one on my account. They refused to change it, even though I showed them legit proof of address change.

They told me that they would not process my withdrawal or change my address unless I zeroed out the balance in my account, which I found very suspicious and unfair. I tried to contact them several times, and asked them to explain why they are not honoring their own rules and policies, but they either ignored me or gave me vague and contradictory answers.

I felt cheated and frustrated by the casino, as they have violated their own terms and conditions, which allows players to promptly update their profile information at any time which doesn’t involve having to zero out a users balance but rather for completing a transaction or withdrawal. Yet, nothing has been resolved and my dispute with the casino is ongoing. I haven’t been compensated for my winnings nor has my address on my Kats Casino profile been changed to my current address. That is why I decided to file a complaint with Casino Guru, a reputable online casino mediator. 

I want to share my story with other players, so that they can be aware of the unfair and shady practices of Kats Casino, and avoid playing there. I also want to warn other casinos that treat their players unfairly, that they will not get away with it, and that they will face consequences for their actions.

Dear jackieepaz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and I found this: https://katscasino.com/terms-conditions

We are not responsible if information made available on this site is not accurate, complete or current. All information supplied when you register at katscasino.com must be accurate, complete and current. If using a credit or debit card, the cardholder's name must match the name on the account. Credit card information is always encrypted during transfer over networks.

You agree to provide current, complete and accurate account information for all transactions made at our website, including but not limited to: First Name, Last Name, Email Address, Phone Number, Street Address (no P.O. boxes), City, State/Province, Zip/Postal Code, Country and DOB. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

We reserve the right to modify the contents of this site at any time and without prior notice. You agree that it is your responsibility to monitor changes to our site. Any changes will become effective upon the time of posting on the internet and it's the player's responsibility to be aware of any changes. In the event that user/player does not accept the changes made then the user/player may opt out by discontinuing the use of the services.

Your submission of personal information through the website is governed by our Privacy Policy.

Please understand that you must always enter correct and complete personal information when creating an account. If you spot a mistake, you should contact the casino to make the changes before you deposit and play.

• Could you provide the details of the discrepancy between your player's profile and accurate personal information?

Thank you very much for your reply and understanding.

Best regards,

Tomas

Casino.Guru

I am sorry but are you alleging the casino replaced your old address in your casino profile instead of your accurate current address?

Please understand that this is unlikely, and it's the player's responsibility to enter their accurate personal information.

Do you have a screenshot of your casino profile with the accurate current address filled in your casino profile?

When have you registered an account in the casino, please?

Dear jackieepaz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.