The player from the United States had requested a withdrawal over two weeks ago. Despite having successfully completed the KYC process and confirming the payout method, the player had not received his money nor any responses to several emails he had sent to the banking department. After he submitted a complaint, the player provided further details about his communication with the casino. We had involved a casino representative in the conversation to clarify the situation. However, the player informed us that he had received his payment, resolving his issue. We then marked the complaint as 'resolved' in our system.
Kats Casino - Player's withdrawal has been delayed.
Amount: $1,030
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
I requested a withdrawl Dec 29th, 2 days later I received an email asking to complete KYC which I did and the live chat confirmed it was complete. About 5 days after I was asked to verify payout method and BTC address but since then I haven't heard anything even after sending around 8 emails to the banking department. Everytime I use the live chat to ask for an update I am told to just wait and be patient. The site says BTC payouts are normally paid within 5 business days, I understand the KYC sometimes adds time but being that I completed that step and the lack of responses to emails is the frustrating part
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9 months ago
Dear Jmarkus44,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Kats Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that all your identity documents have been approved and verified, except for your payment method?
Could you please specify when exactly you sent the documents necessary to check your payment method and your BTC address?
When was the last time you communicated with customer support and what was it about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
Hello, I got the email saying my KYC was approved January 3rd and when it was approved I was asked to send my payout information to a different email they said it was the company that processes their withdrawls, last time I spoke with customer service was maybe 4 days ago and they said I would hear an update withing 24-48 hours and be patient, which seems to be what I am always told from their chat
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9 months ago
Thank you very much, Jmarkus44, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 months ago
Hello Jmarkus44,
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 delayed payment and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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9 months ago
Dear Jmarkus44,
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,
Michal, Casino.Guru
