The player from the US had experienced a delayed $3,000 withdrawal due to alleged site maintenance. Despite being assured by the casino that his withdrawal was being processed, the player had not received any response from the banking team at that time. After the player had provided additional information and screenshots, we had reached out to the casino for clarification. While initially the casino didn't respond, the player later confirmed that the issue had been resolved and the withdrawal had been processed. We then marked the complaint as 'resolved'.
Kats Casino - Player's withdrawal delay.
Amount: $3,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Dear brundigejosh506,
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.
- Am I correct in understanding that you initiated a withdrawal on December 1st of the previous year?
- Is the withdrawal still pending in your casino account, or has it been processed but not yet received by you?
- Has your account undergone full verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Thank you very much, brundigejosh506, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Kats Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.
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9 months ago
Hello there,
Thank you brundigejosh506 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Kats Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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9 months ago
Dear brundigejosh506, a casino representative has responded to me stating that they are looking into this matter and will update us about any further developments. I ask for your patience during this time. Thank you in advance!
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9 months ago
I would like to state that Kats has reached out to me and we have settled this mixup and a fair resolution has been established and I would like to have casino guru remove this dispute and comments about Kats and give them a positive rating in my behalf, they are doing a good job thus far and every establishment deserves a chance since this industry is a frustrating process to make a good name and I've learned that they are just doing the best they can do and good at what they do and are always going to have a positive rating in my opinion
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9 months 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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9 months ago
There is no longer a complaint peter, it's resolved, kindly scroll back to my previous message please and thank you, have a good day
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9 months ago
Dear brundigejosh506,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
