The player from Germany is experiencing difficulties withdrawing his promotional winnings.
Kats Casino - Player’s bonus winnings have been voided.
Black points: 20
Amount: €100
Kats Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
10 months ago
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2 years ago
Translation
Hello, used the $120 Free Welcome Bonus and wagered it completely, after that I had $100 normal balance. When I tried to get a withdrawal, I see that BTC can withdraw from $100. However, Kats Casino suddenly charges a $30 withdrawal fee though at https://katscasino.com/banking
the following is written:
Bitcoin
State Restrictions: None
Min: $100 Max: 1,500 No Fee!
Withdrawals are FAST, FREE and EASY using Bitcoin! With Bitcoin, there is no FEE!
Payouts take 1 to 3 business days to be processed and approved. Sending can take 4 - 7 business days to reach your wallet after approval.
Due to the $30 fee, I get the error message that my amount is too low.
When I then wrote to support, they told me that the bonus does not apply to German customers and German customers will not be paid out. I made extra screenshots of the entire chat process, see attachment.
I checked everywhere myself to see if there was anything about it but couldn't find anything.
Even the support could not tell me where the mentioned rule is that German customers are not paid out.
Therefore, the casino simply does not want to pay out the winnings.
Automatic translation:
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2 years ago
Dear neiliyoo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found (here):
"The management reserves the right to disqualify certain countries or individual players from promotional offers."
However, I would like to emphasize that in case the restricted countries are not mentioned in the terms and conditions or are hidden somewhere, the casino should pay the player. Our position is closely explained in Fair Gambling Codex."
Please, could you advise how did you learn about the bonus? Was it available on the website for all the players to see, or inside your account?
We will contact the casino right after your confirmation. Thank you very much in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
The bonus is visible to all players right on the home page. I had found the bonus via Casino Guru at Boni's. See image.
Unfortunately, I wasn't able to attach all screenshots, feel free to attach more. After I asked support, my account was immediately blocked for no reason.
I was told by support that the bonus is only withdrawable for customers from the USA and Canada. The information was not communicated anywhere on their website -> see picture.
Here is another picture of the fact that my account was simply blocked minutes after the support ticket.
I have also read through their terms several times since I was told that this is explicitly stated there, but this is not the case.
Edited
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2 years ago
Translation
Same game with incorrect information is also here :
There it is clearly communicated that BTC is free of charge. For BTC, however, a fee of $30 is charged when withdrawing.
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2 years ago
Thank you very much, neiliyoo, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.
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2 years ago
Hello neiliyoo.
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case.
Dear casino representative, please explain to us how could neiliyoo know that he is not eligible for the promotion.
Please also explain the issue with the fee.
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Hello neiliyoo.
I am sorry, but it looks like the casino is non-responsive. In a situation like this, I recommend contacting the licensing authority. Unfortunately, this casino works without a license. All we can do is close this complaint as unresolved - the complaint will be published negatively impacting the casino's rating.
I am sorry that we were unable to help you more.
