The player from Missouri had had an issue with Kats Casino regarding a withdrawal of her winnings. She had deposited $30 on a bonus and had won $500. However, when she had attempted to withdraw, only $210 was approved. Despite having provided all requested documents for verification and having made multiple attempts to contact the casino, she had received no response. Her account had also been blocked, preventing her from logging in. The casino had later informed her that they were experiencing technical issues with their third-party payout processor. After a prolonged period of communication, the casino had finally transferred the funds to the player's selected payout mode. The player had confirmed receipt of her winnings and had thanked the Complaints Team for their assistance. The issue was then marked as 'resolved'.
Kats Casino - Player is complaining about non-responsive support.
Amount: $210
Kats Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
These mthrfkrs are lame that’s all I got to say I’ve been waiting for a response n nothing all I get is an empty email . This is ridiculous I mean they need to be shut down …
Dear brokenchinadoll80,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Kats Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.
Best regards,
Nick
Ok so I deposited 30 on a bonus they had going on and won 500 and up so when I went to withdraw it says 450 for bank wire so that’s what I redeemed at and I get an email telling me bout my request so a few days later I get an email bout my withdraw that they approved only 210 and to send my credentials in so I can get cashout so I did and a day later I get a call from them bout how everything got approved and I should be hearing from their financial team well it been over a week and nothing I’ll email them and I just get a blank email in return and today when I tryied login It it wouldn’t let me . I’ll send u ss of the emails and my request.
Dear brokenchinadoll80,
Based on the e-mails forwarded, the casino simply want to do the KYC. If you have used a temporary card to deposit, I'm more than sure that the payment provider can give you some kind of confirmation that you had that card. Please contact them and provide the casino with the requested documents.
I have given them everything they asked for and I never get a response back and on top of that my account got charge from some store In India cuz I get notifications on suspicious transactions
I've given them proof of address , PI turns of my ID..bank details for deposits ...u even gave them my butcoin address and still nothing
I've sent them emails with my kyc details and my bank deposit info even my bitcoin wallet
Dear brokenchinadoll80,
As the verification may take up to 14 days, can you please advise if there's any update since your last e-mail to the casino?
I'm still dealing with them they just keep saying the same thing over n over that the banking teM will get to me n they never do
Dear brokenchinadoll80,
Can you please give us an update regarding the status of the verification?
I given them all my details for Verification of identity and on top of that icmve sent them numerous emails with my payout details and everything I call customer support number they just all ways say the same thing that I have to wait 3 days or five days n I've even have sent them screenshots of the emails I've sent them and they just give me the run around...so as we speak I still haven't gotten no updates nor my money
Thank you brokenchinadoll80 for all the information provided so far. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dear brokenchinadoll80,
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.
Hello,
We apologize for the inconvenience.
Currently we’re facing some technical problems with our third-party payout processor, which should be resolved soon. The CX should receive the payout within a week’s time.
Regards,
Kats Casino
Bullshit cuz that’s not what I guys tell me … u guys all I say is that the financial team will get a hold of me n that’s been already over a month now
Hello,
As per the update from the banking team.
The funds have been successfully transferred to the player's selected payout mode.
Yes I must say u guys after of tons of emails n calls I finally got paid .. thank you kats casino and casino guru
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, brokenchinadoll80, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Katarina
