Kats Casino - Player’s winnings from bonus play have been forfeited.

On Saturday April 23, 2023 I was contacted at my phone number (510) 692-1060 by Victor, an account manager with Kats Casino. He told me of the latest promotions and how he would credit my account with $50!

My account was credited $50, by Victor and funds were accessible to me simply upon login. After playing some time the playthrough requirements had been met and my balance was greatly reduced.

On Sunday April 24, 2023 I requested a withdrawal. I did not receive an email acknowledging my withdrawal request as I usually had from Kats Casino and the amount of the withdrawal was not received by my bitcoin wallet. My bitcoin deposit address had not changed from the last time I received a withdrawal of my earnings. My account manager, Victor called me multiple times on Sunday asking me to delete my withdrawal request. I told him that I would not do so because I needed what was owed to me Upon logging into my Kats Casino account on Monday I noticed the full amount of the withdrawal was applied back to my account. All of this struck me as odd. I called customer service and submitted another request. I received a denial via email with the contact name and number fields left intentionally blank. The reason for denial was listed as follows:

# 428220: REJECTED. Player has redeemed back-to-back free-chips without any interim deposits.

However, I did NOT redeem back-to-back chips and the amount I am requesting for withdrawal is from the ONE $50 chip provided to me by my account manager Victor who called and OFFERED me the chip that I neither redeemed or typed any input as a bonus code for redemption being that the $50 was available within my account balance to play simply upon me logging in! Kats Casino does not want to honor my withdrawal even though I have abided by all terms and conditions of the casino, KYC approved having received smaller payouts before.

Kats Casino must be held accountable for their attempts to not payout their patrons by fabricating violations to retain funds that legally belong to their customers as earnings/winnings! Surely, they are profiting well above the average margins bu dishonest practices of cheating trusting people who are spending money online at Kats Casino with the aspirations of hope of winning anything more than they currently have and improving their quality of life where a small amount means much more!

Please find supporting documentation including, but not limited to, my phone’s call log for Saturday, April 23, and Sunday 24th, documenting incoming phone calls from Kats Casino, screenshots of my withdrawal requests, texts from various phones used by Victor, my account balance details reflecting "withdrawable money" versus "bonus money" and $746.26 listed as withdrawable and $0 for bonus, phone calls initiated by Victor to me on Saturday, and a few times repeatedly on Sunday, but only AFTER receiving my withdrawal request I submitted even asking me to cancel my withdrawal of the transaction the phone to solicit deposits/funding enhanced by promotions. As the factual evidence shows Victor intended to provide me with $50 just as he did. However, he did not expect for my winnings and when he saw my withdrawal request of $746.26 within 24hrs of providing me with the $50 he called me multiple times until I called him back then telling me quite a few different lies as to why I should delete my request and when I refused he tried to find violations, but has failed to find a true one because there is not! Out of fairness Kats Casino needs to honor their loyal customers and issue my payout.

Dear catwalkstyl1,

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

Players cannot redeem consecutive multiple free bonuses. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to be made before you are eligible to redeem the second No Deposit Bonus.

If you are aware of redeeming more than one Free bonus without placing a deposit, sadly, there is not much we can do to support your case at this time.

However, please do not hesitate to forward your cashier and bonus histories to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

Also, I changed the disputed amount from $746 to $100 which is the maximum cashout for a Free Chip:

All Affiliate/Marketing freechips of $100 or more or under $100 will be entitled for max $100 cash-out. For more information review bonus description in your bonus history.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Thanks for your review of the case! I am aware of the redemption of multiple bonuses consecutively and I am also aware of the $100 maximum withdrawal rule that can be imposed, even though this was not stated in their bonus terms and conditions that I read. I think my dispute amount should remain at $746.26 because during play my balance was removed and dropped balance to $100 after the playthrough was met. Several hundreds of dollars were removed. I then played the $100 I was reduced to and attempted to withdraw and the withdrawal request was neither approved nor denied, it was as if I had never made the request. I continued to play. I submitted another request and played more eventually reaching the $746.26

The redemption of multiple consecutive bonuses cannot be applied because I did not redeem a second bonus! The account manager contacted me via phone HE TOLD ME that he would be providing me with the $50 ! When I logged into my account the $50 was already there for me to use. I DID NOT REDEEM any bonus code so the funding had to have been credited and applied by the casino employee themselves which does not constitute ME violating by redemption!

This casino owes me $746.26! Did you receive my supporting documentation via email? my screenshot of my call log showing them calling me. I also sent screenshots of multiple withdrawal requests that were made, all stemming from the $50. I read the bonus terms and conditions carefully before submitting any of the requests and I screenshot those as well. There was no mention of the $100 max withdrawal for free bonuses that I could find within the casinos terms & conditions and my large balance was removed and brought below $100!

Thank you, catwalkstyl1, for the clarification. Could you please forward a screenshot of your bonus history (your redeemed bonuses)? Looking forward to hearing from you.

Dear catwalkstyl1,

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.

We regret to inform you that we are unable to proceed with the investigation of your case at this time. Despite our attempts to request more information, we haven't received any response from your end. Unfortunately, this means we're not able to provide any further assistance or suggest possible solutions.

If you decide to reopen this complaint anytime in the future, we would be more than happy to assist you and address your concerns to the best of our abilities. We sincerely hope to hear from you in the future and resolve this matter in a prompt and satisfactory manner.