Kats Casino - Player's withdrawal request denied over "mixed-funds".

Deposit $100 with Bonus code nomax200 which is 200% of deposit amount. Played through 6500 wagering limit. Asked for withdrawl of $2840. Denied my withdrawl because of mixed up funds and canceling my whole amount to zero, because I canceled the request and played Tri poker won another $1800 and requested again. How canceling your withdrawl mixup your funds? They said he not gonna explain it to me again since it's not getting anywhere. Someone explain how my funds can get mixed up after playing through the wagering limit? Shouldn't that clear any restrictions and I can do what I want with my money?

Dear 0hitzla,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to petronela.k@casino.guru? How much was your active balance when you activated the nomax200 bonus, please?

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

Game history is deleted daily on the site. I have screen shots of the winning in the game just not the history. Would that work? My balance was zero made $100 deposit with bonus code nomax200 which added $200. Playthrough was around $6800.

Thank you very much, 0hitzla, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 0hitzla,

After I checked your complaint, I think that what might happened is that you played a restricted game while still having an active bonus. Very important is if the bonus was deducted or put back into your account when you cancelled the withdrawal. Do you remember what happened with the bonus funds?

What they told me was my first withdrawl was "acceptable" which would have lifted any restriction and I played through the amount that was required for the bonus to be able to be even withdraw. There terms says that restricted games are locked on bonus games, I shouldn't been able to play it if the game with restricted funds. They told me that he doesn't know how I would of played if it was restricted. If that happened then when he said that my first withdrawl was acceptable of 2300. That tells me I have at least 2300 that wasn't "mixed-up ". The rest they could of took instead of my whole account.

I think it is time to invite the casino's representative into the case. Maybe he/she can explain us what happened and we can better investigate the situation.

They just added this part because, I read it right after they denied me my withdrawl. Makes no sense !?! Then that wouldn't be called "playthrough" if still active when requirement are met.

Whats the next step if Kats doesn't respond back?

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.

Email address and number has changed

Email: viphost@katsassist.com

Phone: +1 888 212 6944

They also personally contact me on my mobile through text from phone number :

+19162690068

Did the casino mention anything about the complaint, or should I consider the complaint unresolved and close it?

I sent a message to them and they replied and wanting to speak with me concerning my payout. Haven't gotten chance to talk to them yet. It's same account manager I spoke with last time that didn't want to explain me the situation since I didn't understand.

Hello, Your casino host has tried to reach you several times to resolve this issue, but has not been able to reach you. Please contact Victor to resolve the issue

Reached out today, but Victor wasn't there. They told me to come back tomorrow. Asked if there was anyone else that could help, response was Victor was the one who is following my case. I will follow-up about how it will be resolved.

Thank you for the information. Please inform me once you have received the funds.

I will, just went through there verification i got approved. Then they had me send my withdrawl information in email to a third-party for the withdrawl to some manager. Now waiting for a final verification from the manager. Doesn't make sense since I already been approved through the casino. Should of been more cautious with smaller casinos. Took a $2300 lost for a agreement smh. I'll keep updating on the payout.

Dear 0hitzla,

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'm still waiting I called they said it should be in by the 23rd.

Ok, let's see. I am extending the timer.

Received email from KatsCasino stating my bitcoin address was not valid. Using cash app to receive funds through bitcoin. Resent address just different network from same wallet. Another 2-3 day wait, their response was, "We will update your wallet in the payments system a little later today. And, the payment will be processed by the system within the next 3-days depending on the queue." Will update if anything else comes up.

Funds received

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, 0hitzla, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Matej

Casino.Guru