Kats Casino - Player's winnings delayed due to alleged duplicate accounts.

Presently in contact with Peter from Kats Casino regarding a payout of my winnings in the amount of $3,000USD. He stated that he will investigate the 'issues' their banking team has with my account for withdraw and get back to me within 1-2 hours.

I've made 5 separate deposits to play with Kats Casino using a MC in the month of February 2024. (and other deposits in months prior)

On 2.23 I made a deposit and played with a 200% match deposit. I met the playthrough requirements, and I never bet more than the $10/spin while playing. (I always read the terms and conditions and bonus requirements before playing). You'll see that I needed to playthrough $3,100 before I could withdraw any winnings (this screenshot was taken before I met the requirements, obviously but shows one what my playthrough requirements were).

I requested a payout on 2.23 (a Friday) and it was 'denied' on Monday - they placed the $3,075 back into my account to play with again - no email/no call or communication about why it was denied. I requested a payout again on 2.27 for the same amount, and it was again denied with no communication from their team, the funds were again released back into the account for play. I emailed their team on 2.27 and cited both my requests with proper trace IDs. I never received a reply.

Today, 2.28.24, I reached out to their support team and first spoke with Kevin, who then transferred me to Peter. After some time, Peter shared with me that the notes left by their withdraw team stated that I have duplicate accounts. Of course, this is 100% false (unless their team created accounts to illegitimize my request). I requested the IP Address and further information about this supposed 'second account' and the dates/play and when it was created.

Oddly suspicious that their withdraw team didn't even contact me after denying my two requests, and suddenly when I contact them to follow-up, they tell me I've got multiple accounts - and that is why they will not pay me my winnings? This is a reason that a player can only dispute to certain lengths, and I'd imagine is used often by their teams. After some more minutes go by and I tell Peter his information is false and want further information - suddenly now he tells me that no, it's not just one account...now it is "there are other duplicates as well."

This 'casino' will gladly take your money - end of story.

Their site states that they 'hold a license from Curacao Gaming Authority.' And their site states that Suspension and revocation of license if... 'b. the licensee does not meet its financial obligations towards one or more players.'

Kats will provide you with a lot of free play and BIG bonuses with unrealistic playthrough requirements and cap your cashouts (if you're ever able to make one). I advise you to ALWAYS check with support before you play --> Ask them to confirm for you that you have only one account in your name before you make any deposits. Screenshot the chat so that you can eliminate at least 1 of the 10+ reason they may create to provide a reason why won't process any owed winnings.

I've played with many online casinos - and this is one of the worst. What does Kats do well? 1) Support and chat reply is quick 2) and they also will provide you with big bonuses on deposits and plenty of free chips and cashback. But the chances of you meeting their playthrough requirements is tiny and they will cap your winnings and take big fees from cashouts. I never recommend making a deposit here. Play for free only.

I look forward to hearing back from Peter shortly - I will let you know what they say.

Dear wickedlucky,

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 there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you passed the verification?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hello,

No, there is no one else in my household - I live alone.

Peter explained to me over the phone that Kats does not verify your account before playing, they verify once you’ve requested a cashout of winnings.

Peter called me back and explained that the ‘duplicate or multiple’ accounts were only alike with first and last name and YEAR of birth only.

The accounts had different 1)phone numbers 2)email addresses 3) mailing addresses 4) date of birth. Further proving these accounts are not me, just someone with my same name.

Peter and Kats Casino offered me $500 of the $3,000 I requested. I declined this offer stating that I will not accept less than what is owed to me.

I was supposed to hear back from Peter on 2.29 and never did.

I submitted a 4th request for payout today and they declined it again an hour later.

Thank you very much, wickedlucky, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello wickedlucky,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Kats Casino representative to join this conversation and participate in resolving this complaint.

Dear Kats Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Hello,

Update:

Between 2.23 and 3.7, I’ve submitted 4 requests for a payout of $3,000 + their $75 ‘processing fee.’

All 4 requests were denied without any communication from Kats.

After I declined to take the $500 payout offered by Peter, I never did hear back from him - unless you’d like to include the time he left me a voicemail offering to add a $100 chip to my account on 3.4.

I’ve also sent two emails to support without a reply.

As of today, a pending payout of $2,000 + their $75 processing fee is pending. (I reduced my request to align with their bonus terms and conditions maximum stated amount). I’m hopeful they will approve.

*their actual form that you submit a payout request says you can request up to $3,000 a however their terms and conditions state $2,000. Conflicting information but we will see what they do.

They declined my $2,000 request today, 3.7. With no communication again. Their reason for duplicate accounts was proved false.

Submitted a 6th request for a $3,000 payout on 3.7.

As I've checked, player has more than one active account with us. Our terms state that if players have more than one active account with us, they will be considered as ineligible for withdrawal.

I’ve only created one account with Kats. If Kats holds multiple accounts with my same name, it’s simply someone else. And they don’t care to look into it because that would involve paying me.

Happy to see that Kats has finally replied here, thank you Casino Guru. Kats been none responsive to my emails and have denied 6 requests for payout with zero communication or explanation.

If they indeed have accounts for me: I’ve requested (via a 3rd email) the username, email, phone number, date of birth, login and creation date of account, IP address. Deposit amounts and dates.

if it’s me they can send a change of password request to my email and I can login and see this data.

They have yet to provide this to me. No data to back up claim.

When they return my calls, they hang up after two rings, and only leave voicemails to offer free $100 chips.

kats is in the wrong here. Peter with Kats offered me $500 to try and settle the issue and admitted that these accounts are alike only by name.

Hello wickedlucky,

Thank you for your response and the information provided.

Dear Kats Casino,

Could you provide us with some evidence? You can paste it here or send it to my email address stefan.m@casino.guru.

Hello Stefan,

You can close this complaint. After 10 separate requests for payout from 2.23 - 3.12 , all were denied without communication from them. Three emails were also ignored.

I’ve requested to close this account with Kats and the balance is now $0.

I use the same account name with every online casino. There is no chance I have a second account, like they claim. Why would they offer me $500 if I truly violated their terms, which I didn’t.

They will gladly let you play and spend money with ‘multiple accounts’ active. And let this go on, but then once you request to be paid - they will claim you have multiple accounts and wont pay you? Bottom line, if they are going to claim you shouldn’t be paid on information you can’t disprove on your end - they never should let you play. It’s called integrity and they have none.

dont play here

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.

Hello Stefan,

We'd like to inform you that as per the bonus terms available on the casino website, it states that if a player has more than one active accounts with the casino, all the winnings will be considered non-cashable. The withdrawal team has rejected player's withdrawal request as the player is not eligible for withdrawal before having all his other accounts with Katscasino closed.

Player can continue playing with one primary account and cashout the winnings acquired on that particular account.

Regards,

Katscasino

Dear Kats Casino,

Thank you for your response and the information provided.

Should The player request to delete these accounts himself? Or you will do it for him?

I'll be awaiting your reply.

Clearly no interest in looking further into the matter by Kats nor proving their claim. I do not have multiple accounts and they confirmed that over the phone (Peter). (They are different email addresses, phone numbers, date of birth, mailing address). Only same name, and year of birth.

I’ve requested both by live chat and in 4 separate emails over the past 10 days to deactivate and delete all of my ‘accounts.’

They have yet to respond. My account remains open and in over 10 attempts to either withdrawn a payout or close the account - zero replies by Kats.

Hello Stefan,

We do not delete the account associated with a player unless, it is requested by the player.

Regards,

Katscasino

More lies, again.

this is all laughable - what a joke.

Even when it’s requested by the account player you don’t delete accounts. Kats doesn’t even respond.

I’ve requested it 5 times, using the correspondence your support asks. And when I ask in live chat they just say "I’m sorry you haven’t received a response, but email again. I can do nothing for you.

In fact, I just was able to login but I’ll go ahead and send a 6th email.

Dear Kats Casino,

Could you comment on this?

I'll be awaiting your reply.

Hello Stefan,

We'd like to inform you that as per the bonus terms available on the casino website, it states that if a player has more than one active accounts with the casino, all the winnings will be considered non-cashable. The withdrawal team has rejected player's withdrawal request as the player is not eligible for withdrawal before having all his other accounts with Katscasino closed.

Player can continue playing with one primary account and cashout the winnings acquired on that particular account.

Regards,

Katscasino

Dear Kats Casino,

The player has asked for a closure of the multiple accounts. Could you state if you managed to close the other account?

I'll be awaiting your reply.

Hello Stefan,

As per player's request the duplicate accounts have been deleted.

Hi Kats Casino and Stephan,

I wish this was true - but it’s more lies, I just successfully logged in - it’s not been deactivated or deleted. Shocking!

thanks to Stephan and casino guru for attempting to communicate - I’m glad they were responsive to you. After 8 emails requesting my account to be closed and several calls and messages in direct chat - I’ve given up.

they continue to spam me - I’ve blocked 6 numbers now.

joke of a online ‘casino’ - hope you’ll make a note that this casino ignore your request to close accounts. makes up reasons as to why they can’t pay out. Warn people as much as possible against using this site.

thanks

Hello wickedlucky,

How many accounts do you have currently active?

I'll be awaiting your reply.

Sounds like, it’s now just one. But how could I really know if they couldn’t ever give me login usernames and emails that they said were mine? I want nothing to do with them and want the every single account closed, including the one I played on.

I’ve sent a good 10 emails - asking them to close that account. I’ve never once received a response and the account is still active today.

Hello wickedlucky,

Do you have any withdrawable amount left on your account?

I'll be awaiting your reply.

Dear wickedlucky,

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.

Hello Stephen,

Since Kats support responds to you here, but won’t response to the dozen emails I’ve sent - can you ask that they close my account permanently - all of them. Including the one I was playing on. Ask them to reference any of my many emails they’ve received- or this message if they say the account holder needs to request it.

Kats - close all my accounts! All the ones you claimed I had but could never prove or give me information on and the account I won on.

Also, stop calling me with offers to play with free chips - I’ve blocked close to 10 phone numbers now - all Kats Casino.

No, Stephen, there is no remaining balance. I don’t play with them anymore bc of all this.

close the complaint after Kats as acknowledged and confirmed that the account has been closed.

thank you for your help.

Hello wickedlucky,

We apologize for the inconvenience caused to you.

Would you be able to confirm the username of the account you're still able to log into?

As we're checking on our end, all the accounts under your name have been successfully deactivated.

Regards,

Kats Casino

Hi wickedlucky,

I wanted to inform you that since Stefan, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Stefan possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Stefan will reach out to you as soon as possible.

Thank you for your understanding and continued patience.

Dear Kats Casino,

Did you manage to close the Player's account?

I'll be awaiting your reply.

Stefan,

please close this ongoing dispute/case and thread within casino guru.

thank you for your help.

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.

Hello Stefan,

Yes, player's duplicate account have been closed successfully.

Dear Kats Casino,

Could you confirm that you will close the player's account with an obligation to pay the player with his remaining balance?

I'll be awaiting your reply.

Hello Stefan,

Player's withdrawal has been put on hold as player has requested account closure.

The account manager tried to connect with the player but the call was not answered.

Please ask the player to connect with us so that we can proceed accordingly.

Dear Kats Casino,

Could you respond to the Player's emails? Is there any problem with withdrawing the Player's funds?

I'll be awaiting your reply.

Hello,

As I checked, player's account was successfully deactivated as requested and an email response was also sent informing the same to the player.

Confirmed Stefan, Kats finally closed the account.

horrible casino - play anywhere else.

Hello wickedlucky,

I am glad to hear that your account was closed. Did you manage to receive the funds from the casino?

I'll be awaiting your reply.

Dear wickedlucky,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.