Kats Casino - Player’s winnings of $8,100 have been delayed.

won on March 8, 2024, have 3 request in totaling $8100 (original request were for $9000 and the bonus amount was removed from that ($900). Remaining balance is $7356.27. The first request shows approved. Had many chats sessions, sent several emails, and talked on phone, keep getting same old response, taking longer than usual, etc. Can't ever get an honest answer, now the account managers, Peter and Victor are never available when I try to chat or talk with them. They've been sent several callback request but they never call me back. Been begging and pleading for over 3 months. Can you help me please?

Dear jackieyost,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please specify what bonus have you activated and played?
• Could you please share your recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

sent several emails to you, will send more info when available, thank you

Thank you very much, jackieyost, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.  

Dear jackieyost,

My name is Romi, and I will be assisting you in solving this case. May I ask you to tell us what the exact amount of your requested withdrawals is, please? Just to confirm we have the correct information.

I would like to invite the Kats Casino representative to join this conversation. 

Dear Kats Casino, could you please provide more information about this case?

Looking forward to your reply.

Best regards,

Romi

I've sent an email to both you and Tomas

$8100 has been requested, balance remaining to be requested $7356 $total won $15456.

When can I expect an update? Why was my complaint handed off to you instead of being followed through with Tomas. I've been since June 18th waiting for an update, now I find that there's no update and I've been assigned another agent to help me. Why?

I have been looking at my complaint overview and looking at the clock countdown on how long Kats Casino has to reply and the time doesn't change it remains on same time 4d etc. What's going on with that? It's been on the 4d for the last 2 days. The countdown is running but it hasn't gone below 4d. Is anything being done with my complaint? What's going on, I should have been notified on the status, something should have been done since June 18th. The only thing I was informed of was that my complaint had been handed from Tomas to Romi, no update, not a word. Very disappointing, thought I had come across someone to give me help. Please let me know if you're working on my behalf or not. If not then kindly let me know that I've wasted my time and effort in sending you documents to support my case and I won't bother you any more.

Hi Player,

We apologize for the inconvenience, please rest assured the banking team is working on your withdrawal.

Please allow us some time to update you further.

Hello, is that response the normal response from a Casino. When they say allow us some time, how long is that. I see the clock is ticking for 6 days, is that when you'll contact them again if they haven't responded. Does their response indicate that I will be paid or is it just buying more time for the casino to put off paying? please respond. thank you

Hello all.

Dear Kats Casino, could you please provide more information regarding this case?

Looking forward to your reply.

Best regards,

Romi

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.

Hi,

I am checking with the banking team for an update on player's withdrawal.

Please allow me some time to get back to you.

Thank you for update

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,

The third party payment company that we are coursing these payments through throttled the account for some of our players. We apologize for the inconvenience and will try to get the full payment out faster than the agreed upon schedule

Dear Kats Casino,

Thank you for explaining the matter.

Does jackieyost have to do something now, or just wait for your confirmation of the withdrawal, please?

Best regards,

Romi

What does throttled the account mean. Please explain. Thank you.

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.

Hi,

The payout team has been working dedicatedly with the third party payment company to resolve the issue and transfer the funds to your preferred payout mode.

I appreciate your patience in the matter.

Hello, I've read the reply from Kats Casino, and my question is how much longer is it going to take? I don't understand the length of time that has already gone by when all they have to do is key the payment in and send it to my Bitcoin account for which they have all the information needed. Third part payment companies send the funds when directed by their client, Kats Casino. It would be more than appreciated for someone to get this matter resolved, it has been more than 5 months, which is far more time than required and far more time stated in their terms and conditions for payout. Please, please Kats Casino pay me what is rightfully mine, I'm asking for no more and no less than what I won. Regards, Jacquelyn M Yost (jackieyost)

Hello jackieyost,

We would like to update you that due to Romi, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Romi has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Romi will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello all.

Dear Kats Casino,

Could you provide some additional updates regarding the withdrawal, please?

Thank you in advance.

Best regards,

Romi

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,

I am still waiting to hear an update from the payout team's end. I have escalated the request from my end.

Please allow me some time to update you on this.

Hello jackieyost,

Please let me know if you've been contacted by the payout team already?

Hello, no I have not been contacted from the payout team.

Dear jackieyost,

Please let us know whenever you do get contacted, please.

Greetings,

Romi

I will be more than happy to let know. I hope it'll be soon. Thanks, Jackie

Have not gotten any word from Kats Casino, will advise if I do. Dan you send more correspondence to them asking when I was suppose to have been contacted by Kats?

Hello all.

Dear Kats Casino,

Could you provide some additional updates regarding the case, please?

Thank you in advance.

Best regards,

Romi

Hello,

I am waiting for an update from the payout team's end regarding the withdrawal.

Please allow me some time.

I appreciate your patience.