Kats Casino - Player’s withdrawal has been delayed.

I made a few deposits with bonus from codes they emailed me. I requested payout on 6/28/24 I assumed I needed to send documents so after looking around the site nad speaking with live chat i sent to required documents foe my payout. Around 7/2 my documents had been approved and I could now withdraw. The site claims "72 hour payout with crypto" I gave it a few days before I reached out to inquire about my withdraw. The note on the withdraw states $660 approved, KYC is waiting email sent to registered owner. I got ahold of live chat again and they stated all my documents have been approved and that because of the holiday the banking department was closed. I didn't realize the 4th of July was celebrated outside of the US non the less I waited until the following Monday to reach out again. Spoke to live chat again they reassured me the banking team was working on my withdraw and I should be getting a email shorty they are just a little behind due to the holiday. So again I gave them a couple days before reaching out again, this time I was told my account manager who was not in would reach out to me the next day. Well no one reached out to me from management or the banking department. my deposit amount was$119.99 I used a bonus code VIP450 that if I mad a deposit over $100 it would automatically enter me into the VIP club. I had got my balance over $4,600 then by balance dropped to $1195.95. So as with all other casinos I have met my playthrough and they have removed all that was non cashable so I put in the request after all my documents were approved 7/2/24 $1195.95. now they took more money out and approved me for $660 but they had already removed $3419.91 so why are they removing a second time. I have reached out every day and every day I am asked to be patient that the banking team will email me that they are still working on it, but it is approved so why is it taking so many days to work on a "72 hour guarantee payout" and why is it that everyday I reach out I am given the same run around. This is going on 2 weeks, none of the emails I have sent have been answered nor have I received any email from them outside of advertisement.

Dear mwebb1980,

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. 

• Has the casino explained what is causing the delay of your withdrawal?
• Is the 660 USD the correct amount you are eligible for in winnings from the bonus to your knowledge?
• Could you please share your recent communication with casino support? 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

Hello Tomas,

The casino has only responded to one of my many emails. I understand that my documents needed to be approved but live chat has told me day after day that everything is approved and they are just waiting for the banking department to process. I sent all my documents 7/3/24 very early in the morning. Live chat told me that everything was approved but I would need to wait until after the holiday (7/4) weekend for payout. Since then I have connected with live chat about every other day, I was given mt account managers name and a email as well as a email to the banking team but I have only receive one response and it was in regards to the payout amount. My original requested withdraw was a little over $1100n I had a balance over $3000 but once I completed the terms of my bonus a large amount was deducted and I assumed that included the bonus amount so I had emailed questioning why I had two separate deductions. But I didn't geta answer. This is what their email says "Your withdraw is approved and the banking team is already working on it" that was on 7/3/24. I have gone in my spam folder thinking that maybe I had missed a email but despite my continuous communication attempts no one responds to me the just tell me that I should get an email soon.

Thanks for your help I will email you as well

Megan W

Thank you very much, mwebb1980, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 mwebb1980, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

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

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

Looking forward to your reply.

Hello Katarina!

Thank you for your help.

Hi,

As I checked,

The payout team wrote an email to you asking for the payout mode, please reply to that email by submitting the required details.

I have not received any email from your casino. I have also submitted my own follow up emails to Kats and received no response. All live chat tells me is to be patient that I will receive an email from accounting. I requested bitcoin withdrawal and nothing has changed.

Dear mwebb1980, 

thank you for your message. Have you checked your junk folder in emails, please?

Dear Kats Casino,

will you be able to resend the email in question to mwebb1980, please?

Yes, I have checked and re-checked multiple times =(

Hello,

Please share the payout mode details over at officemanager@totalgaming.biz, from email address registered with the casino:-

Bitcoin(BTC) wallet address (text/ typed format only):

Username:

Email:

Casino:

Phone number:

Dear Kats Casino,

thank you for the update.

Dear mwebb1980, 

can you please follow the casino's instructions? Please keep us updated about any new development.

Yes I did. A few days ago when I received this notification. Still waiting on response.

Dear mwebb1980, 

thanks for the update.

Dear Kats Casino,

have you received all the information you need to process the payment, please?

Hello,

As per the update from the payout team, it is expected to be completed in 3-5 business days.

thank you

Dear Kats Casino,

thank you for the update.

Dear mwebb1980, 

it appears that we are progressing in the right direction. Please provide updates regarding the receipt of your funds.

fingers crossed. I will

Hi,

I'd like to inform you that the payout has been completed successfully.

The payment hash has been shared with the player over the email.

looks like $660 came through not sure why the bonus amount was deducted twice but thank you for resolving

Dear Kats Casino,

thank you for the update.

Dear mwebb1980, 

do I understand correctly you have received your winnings? What do you mean that the bonus amount was deducted twice, please?

Dear mwebb1980,

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 had $3,419.91 deducted leaving me $1,195 requested withdraw, but then they took an additional $535.95

Dear mwebb1980,

thank you for your message and for the screenshots.

Dear Kats Casino,

will you be able to explain charges on mwebb1980's account, please?

Hi Katarina,

As it clearly reflects in the screenshot shared by the player, that $539.96 was applied as a deposit bonus.

The bonus provided by casino's end gets adjusted from the winnings when player cashes out.

Dear Kats Casino,

thanks for the explanation.

Dear mwebb1980,

since you played with bonuses, those usually have different terms and conditions than the regular play. The cap of maximum withdrawals for bonuses is an industry standard and that is what happened to your funds. I hope this clarifies the adjustment made on your winnings.

thank you

Dear mwebb1980,

I’m really glad to hear that your issue has been resolved. I’ll mark your complaint as 'resolved' in our system. Thank you for your patience and cooperation. I hope the suggestions and explanations we provided made a difference. If you run into any more issues with this or any other casino, please don’t hesitate to reach out to me or our Complaint Resolution Center—we’re always here to help.

Since our services are completely free, I’d be grateful if you could share your experience with us on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. Your honest feedback and any suggestions would be incredibly valuable and could help others in similar situations.

Thanks so much for your time!

Best regards,

Katarina

Casino.Guru