Kats Casino - Player’s withdrawal has been delayed.

First of all I am only going to wind up getting less than $250 when it's all said and done. Casino is a straight rip off and sent me an email quite a while ago stating that $274- $30 for the fee will be what they will be sending me instead of the $498.98. but I haven't even received the $274 - the $30 fee or any hint that it is coming my way.

Dear angel47usa,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Kats Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

$50 deposit. 450% bonus. Completed $8000 playthrough. Over $250 was removed from my balance while in play. Balance went from over $700 down to $498. I assumed that that was the"bonus payback" ($250 or so.)and that the rest was mine as $500 was going to be my max cash out. Put in w/d request for $498.98.

Casino then proceeds to give me a hard time about my documents for the next week and a half even though I had already sent them all of my documents five different times.

Finally I get an email stating the $498.98 will be "starting to process" and that there will be a $30 fee subtracted.

About a week and a half goes by I hear no word from them so I contact them and find out my withdrawal is only going to be $274 - $30.

After a lot of back and forth I still haven't even received the $274..or...$244. live chat keeps telling me that there is some sort of glitch in the system that is causing the delay which I know for a fact is a lie because it is the same excuse on everybody else's complaint.

I'm sure there is more to tell. Whatever else you need to know just ask.

Dear angel47usa,

Can you please advise if your account is verified and since when is the withdrawal pending? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru

Account is fully verified. Bank documents. Passport. Utility bill have all been submitted and accepted. W/d pending since May 21st.

I don't know who Nikolas is but.. sure...

Dear angel47usa,

It is my e-mail address. Can you please advise if you did forward something and if yes, from which address as I could not locate any mails so far.

Dear angel47usa,

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.

I just don't know or understand what you are talking about. No I haven't forwarded anything or sent anything to your email All I did was open a claim here.

Dear angel47usa,

I requested to forward the communication between you and the casino to my e-mail. This will be my last request as we will be closing the complaint if the requested information won't be forwarded.

Nick. I do not understand what you are requesting, as I stated in my last response. What am I supposed to be sending you and to where??

What is your email??? How would I know that?

Oh. I scrolled up. I got it now, however my email address will likely reject anything I send yo9u. It has been sending outgoing mail to my draft folders due to all the sensitive information I have been sending to all of these casinos. Why cant I just send it here? Or maybe I can try with one of my AOL addresses but it may happen there too

Dear angel47usa,

If it's possible you can also upload it here but we prefer using the e-mail address.

Sent some yesterday

Thank you angel47usa for all the information provided so far. As we will still need further information from the casino regarding this case, I will be now forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you angel47usa 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!

This case can be closed. I handled it myself. Thank you

Dear angel47usa,

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