Kats Casino - Player's withdrawal is delayed.

Registered with this casino took advantage of the 120 free chip and actually managed to get through the $6000 playthrough. Was at the $100 minimum required to withdrawal so I requested it. That was February 22nd. I've called emailed and am just repeatedly told to give it more time. I'm a non depositor so they can't see anything. Why would I ever deposit to this casino!!!!? Terrible terrible experience. I have only played on it the day I registered and won. I have sent in the required verification forms on the 23rd. I most definitely have one account had never redeemed multiple bonuses. There is no valid reason for this delay and absolutely no assistance in solving the issue. Oh and not to mention they charge a $30 fee to withdrawal.

Dear jess526,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were you asked to place a minimum deposit to verify your payment method?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

However, 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Yes it's still pending and says it under review and that kyc is awaited. I have not been told why I can't withdrawal them. They said they received my documents and I should just wait another 48 hours every time i call. I was not asked to make a deposit to verify payment. They have given me no reasons or expressed any issues that I need to fix in order to withdrawal. I'm not sure what the issue is. I can't come up with any possible reasons for it to take this long. I am super frustrated.

Thank you very much, jess526, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear jess526,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Kats Casino representative to join this conversation.

Dear Kats Casino,

Could you please provide clarification regarding the player's withdrawal problem?

Thank you in advance,

Mirka

Hello,

Currently we’re facing some technical problems with our third-party payout processor, which should be resolved soon. The CX should receive the payout within a week’s time.

Regards,

Kats Casino

I have a hard time believing that this has been going on for over 2 months. Not once in all my phone calls or repeated emails was this ever stated to me. I hope that the payment will actually be here within a weeks time but I can't help to be skeptical. I'm glad that Kats actually responded though.

Also for the inconvenience and unreasonably long wait. I would think a $30 processing fee is absolutely outrageous. Surely you could waive that fee? If the 2+ months for processing isn't enough reason I would sure think the complete lack of communication and the fact I was given no information on what was going

on throughout the processing 2 month period, surely would be enough to waive that. 5 days is what your website claim it'll will take.

Hello,

As per the update from the banking team.

The funds have been successfully transferred to player's selected payout mode.

Dear jess526,

Could you please confirm, if you have received the payment?

Thank you.

Yes I did. Thank you for your assistance.

Dear jess526,

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,

Mirka

Casino.Guru