Kats Casino - Player’s bonus winnings have been reduced.

I originally won $1482. I deposited $115 with a 250% bonus. Based on their calculations your allowed to take out 10X of your deposit which would be $1115. After I completed the playthru I had $1482 in my account. When I went to withdraw they removed 345 for the bonus and an additional $50 for the fee to get a check. That left my account at $1090 under review.. But then they said we take the bonus from your Max allowable cash out which they did. They took an additional 345 and an additional $50 that's left me with $695 cash out. To me there is totally unfair.

Dear zena5755,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

"DEPOSIT BONUS STANDARD WAGERING REQUIREMENTS

Unless otherwise stated, all bonuses must be wagered a minimum of 20 times Slots; 50 times for All Allowed Table Games and Video Poker with 10 x Max Cashout. The maximum withdrawal amount from any Deposit bonus is ten times the face value of the deposit amount. Play in Baccarat, Craps, Roulette and Pai Gow Poker will never count towards wagering requirements.

Prior to making a withdrawal exceeding the deposit, an amount greater than the sum of the deposit + bonus must be available in your account before making a withdrawal exceeding the deposit.

Example: Deposit $300 to receive a $300 bonus. If withdrawing over $300, player must have a balance greater than $600."

"All bonuses are non-cashable and will be removed at the time of withdrawal: e.g, if a player receives a bonus of US$100.00 and later requests a $390.00 withdrawal, the $100.00 bonus will be removed and the withdrawal will total $290. Withdrawal requests made for less than the bonus received will be denied."

"An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If your deposit was $115 then $115 x 10 = $1,150.

Rewarded bonus 250% = $287.50

$1,150 - $287.50 = $862.50

Could you please advise which payment method you have opted for to receive your winnings and how much was finally approved?

Thank you in advance for your reply.

Best regards,

Petronela

The payment method I chose was check. A total amount that was approved was $695.

As you can see the fees are based on amount.

Could you please advise if you have received the approved winnings of $695?

NO, I Have not received the winnings of $695.00.

I received nothing!

Thank you very much, zena5755, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello zena5755,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Kats Casino to join the conversation and participate in the resolution of this complaint.

Dear Kats Casino,

Can you please provide a breakdown of why the player's balance has been reduced?

Kind regards,

Adam

I received payment of 695 today by check. I will deposit it tomorrow

Hello zena5755,

Thank you for the additional information. We will allow the casino some more time to reply regarding the amount.

If there is no response when the timer expires, I will attempt to contact them again.

Kind regards,

Adam

Dear zena5755,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Kats Casino to reply to this complaint.

Since they didn't respond I took it upon myself to contact support via Chat. I complained to them about my reduced winnings and they connected me to my account manager named Peter. This guy said he new me from another casino that I was a member of years ago. I told him to close my account. He actually told me not to close my account and that he will make up for all my losses. I said fine I will stay. The next day my account was closed.

What a joke!

Dear zena5755,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may help to change the casino's approach.

I wish I could be of more help.

Best regards,

Adam