Kats Casino - Player’s winnings were confiscated due to wagering on a restricted game.

Used the no deposit bonus of $120. Won a $2,500 jackpot and a couple of other bigs bins totaling over $3,000. The playthrough to receive that was $10,100. Completed the playthrough amount as requested and was still showing $1487 left. They used fine print technicalities to cut me down to $100 of withdrawable amount after going through the withdrawal process was declined the withdraw because they said I had wagered some of the bonus money on a restricted game. While I was playing the bonus money any game that was restricted that I didn't know about wouldn't allow me into the game proving it was restricted The Keno game they said I wagered on did not restrict access. This site offers bonus money but will never ever let you redeem or withdraw from it.

Dear halljeff739,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kats Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the amount of $1487 that was left to wager, you played this amount in a game that didn't count towards the wagering requirement?
• Do I understand correctly you ultimately were allowed to complete the wagering of a bonus on an allowed game?
• Could you please share your 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

Hi Tomas, thank you for taking the time to look into this. I'm not sure I fully understand the first question but after completing their extravagant playthrough requirements, I still had $1,487. Since I had completed playthrough requirements I went to look to see my withdrawable amount, which was reduced to $100. I asked why that was and they said that is the maximum payable amount off of bonus money which was in some fine print apparently. To withdraw any amount it is a charge of $30 through Bitcoin and 50 by check. With the minimum being 100 I played some more slots after this brought my total up to $133 and change. I then went again to attempt to withdraw and set it up to withdraw through Bitcoin after the $30 charge I would have received $103. Then I received an email stating my withdrawal was declined due to wagering bonus money on a restricted game. Any other restricted games I tried to play not knowing they were restricted they would not allow me in to play.. and this Keno game they state that I played I probably only wagered 30 cents total but I am guessing maybe 50 cents. But again had no idea it was a restricted game.

Thank you very much, halljeff739, for providing the necessary information and for the explanation. I will now transfer your complaint to my colleague Michal (michal.v@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 halljeff739,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Kats Casino,

Could you possibly provide additional information regarding the confiscation of funds and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello Michal,

We'd like to inform you that as per the bonus terms available on the casino website, the winnings would be considered non-cashable when playing a restricted game on the sign up bonus. As the player played a restricted game on the sign up bonus, the withdrawal was rejected by the banking team.

Regards,

Katscasino

Dear Kats Casino,

Could you comment on the fact that the player was even allowed to play the game if all other restricted games were blocked on software level?

Also, in your bonus terms and conditions, there is no mention that Keno is a restricted game. The only restricted games mentioned are Roulette, Craps, Pai Gow Poker and Baccarat.

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 Michal,

We'd request you to please refer to the bonus terms on the casino website, under No deposit bonuses and free chips term number 4th states "All Welcome Bonuses (sometimes referred to as Welcome Free Chips, Welcome Non Deposit Bonuses or Welcome Bonuses) have a maximum withdrwawal amount of $100, regardless of the value of the chip. The playthrough requirements for Welcome Bonuses is 50x and ONLY slot games count towards playthrough. All other game types DO NOT qualify."

As the bonus terms were violated, the banking team rejected the withdrawal.

Regards,

Kats Casino

Dear Kats Casino,

Your bonus terms and conditions seem misleading. In one sentence, you mention the following:

Wagers placed in Roulette, Craps, Pai Gow Poker and Baccarat DO NOT count towards meeting the wagering requirements.

You may not wager No-Deposit Bonuses in these excluded games.

In other sentence, there is this:

All Welcome Bonuses (sometimes referred to as Welcome Free Chips, Welcome Non Deposit Bonuses or Welcome Bonuses) have a maximum withdrwawal amount of $100, regardless of the value of the chip. The playthrough requirements for Welcome Bonuses is 50x and ONLY slot games count towards playthrough. All other game types DO NOT qualify.

There is no mention of Keno in the excluded games. Even if the wagering would not count while playing keno, the player should not be punished for this as Keno is not listed in the excluded games.

Another issue is that the player claims he was not able to play restricted games while playing with the bonus - he was blocked from playing the games on a software level. Why didn't he get blocked while playing the Keno game? The player did not even place large bets while playing Keno, as far as I am informed.

I would greatly appreciate if you would consider making an exception in this case, as the rules seem misleading and their implementation incomplete.

Hello Michal,

Please understand that we cannot go against the terms of the casino.

As per the terms only slot games count towards the playthrough.

Dear Kats Casino,

Are games that are not allowed while playing with an active bonus blocked? Meaning, the players should not be able to play those games, as the block happens on a software level?

Hi Michal,

I'd like to inform you that until the player completes the playthrough, only slot games are visible to him/her.

After the playthrough is completed the player can request the withdrawal and then play whichever game he/she wishes to.

As the player started wagering on Keno before requesting the withdrawal the winnings were considered non-cashable.

So do I understand correctly that the player had fully completed the bonus wagering requirement? And after he has done so, he played Keno with the winnings instead of withdrawing the winnings from the bonus?

Hi Michal,

Yes, the player started wagering on Keno after completing the playthrough. However, as he started playing Keno before requesting his withdrawal, the winnings are no longer acquired solely by playing slot games. Which is why the winnings have been void as only winnings acquired through slot games are cashable on welcome bonus.

Dear Kats Casino,

Would you be able to send me the game history of the player's games when this situation happened? Please send all the relevant information and screenshots to michal.v@casino.guru.

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.

The casino seemed to have stopped responding to this case. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "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 could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru