KatsuBet Casino - Player has a negative experience with a slot tournament in the casino.

Guten Tag und danke für die Hilfe bis jetzt

Ich habe am 26.12.22 in den damals für mich ein sehr beliebten Casino ein Automaten slot gespielt per Zufall war aber das ein Spiel von einem tunir Und ich hatte mich qualifiziert durch das Spiel ich habe erst etwas später gesehen das ich mich qualifiziert habe und natürlich war ich dadurch glücklich wo ich Dan gesehen habe das ich den 5 platz hatte ich dachte mir das ich mich ein wenig hoch arbeiten könnte deswegen spielte ich weiter und ich erzielte den 3 Platz am Ende diesem tunier den ich habe so viel Geld noch nie gewonnen und habe mich sehr darüber gefreut was ich beim dritten Platz erhalteich draut meine Augen nicht und war so happy ich wartete Sehnsücht das tunier ab und schaute mehrmals auf meine Platzierung ob er sich geändert hätte und auch die tunier Regel ob ich eine verlätzt hätte und es war alles positiv den der Platz war der selbe und ich hatte alle Regel eingehalten dadurch wartete ich das tunier abich schauteauf mein Konto und der Kontostand hatt sich nicht geändert auch noch nach 2 Minuten oder 5 ich wurde nervös aber meine Frau hat gesagt das dauert paar Tage und ich sagte es steht aber in den Regen das der Gewinn sofort nach den tunier gutgeschrieben wird aber das war nicht der fall ich namm das den kontakt mit den Support auf und frage was da los ist und nach den fragen und antworten sagt sie das es nach dem tunier sofort gutgeschrieben wird also

Und ob ich noch weiter fragen hätte ich wollte dadurch nicht alle belästigen den vielleicht könnt es wirklich ein wenig noch dauer nach ca8-12 Stunden suchte ich ein weiteres Gespräch mit dem Support Und das sie sich das anschauen würde ich bin mir vorgekommen als wäre es ein computer wo immer die selben Fragen und Antworten sagt Dan sagte sie das sie es der Fach Abteilung weiter gegeben hat und sie sich per Mail bei mir melden die Fach Abteilung sagte zu mir das ich nicht gewonnen hätte damit war der Kontakt für sie wieder beendet aber nicht nicht ich mit ihnen ich nahm bis heute regelmäßig Kontakt auf und immer das selbe Antwort sie schicken das der Fachabteilung weiter und sie werden sich bei mir melden dan wo sich die Fachabteilung gemeldet hatt sagte sie zu mir das ich nicht gewonnen hätte weil es ein Netzwerk tunier war wo mehrere casino mit gemacht hätten ich habe das noch nie gehört das es sowas gibt nach über einem monat mir hin und her schreiben wurde ich natürlich auch nicht mehr freundlich und sagte das ich mir ein Anwalt nehme würde den in Österreich sind alles illegal aus 1 casino die letzte emai von support war diesalso ich habe den dritten Platz bei ihnen gemacht aber nicht von dem gesamten tunier ich bin mir fast sicher das es kein Netzwerk tunir gibt und es nur eine Verarschung sein den mit dieser Email bestätigen sie ja mein dritten Platz aber nicht das die anderen Spiele von anderen caso auch mit spielen das stand auch niemals da und ich glaube auch nicht das es sowas gibt

Deswegen würde ich mich sehr freuen wen sie mir eventuell helfen könnten mein Gewinn einzufordern vielleicht mit eure Hilfe ich hoffe das ich ihnen das so gut wie möglich beschreiben konnte und sie mir helfen können bei weiteren Fragen stehe ich Ihnen gerne zur Verfügung

Dear Patrik3990,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Allow me to ask you a few more questions so I may better understand the situation.

Could you please advise if you've contacted the game provider Playson and inquired about the tournament results? Does the casino publish the scores of the winning players after the tournament is complete?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hallo Thoma danke für deine Bemühungen

Ich habe den Spielanbieter Playson nicht kontaktiert weil ich mir dachte das ist rein vom casino

Meine Platzierung stand ein paar Minuten nach tunier Ende immer noch auf meinem Profil darauf hin st es Dan verschwunden

Ich habe weil ich es nicht glauben konnte 5 Minuten davor jede Minute ein Screenshot gemacht

Oben rechts sieht man die Uhrzeit

Und der Weihnachtsmann dreht sich ist das tunier

Vielen lieben Dank für ihre Bemühungen in voraus

Dear Patrik3990,

I would encourage you to contact the game provider in order to get a better understanding of how you fared in the slot tournament. If it turns out you weren't eligible for the win in the tournament, there is nothing we can help you with, unfortunately. I'll await your reply.

Unfortunately, I don't remember what kind of game the provider was and that's the answer from KatsuBet. Can I get it somewhere else?

Thank you very much, Patrik3990, for providing the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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 Patrik3990,

I’m sorry to hear about the situation and I understand your frustration. I’ll contact the casino to see if I can help.

I would like to invite the representatives of KatsuBet Casino to join this conversation.

Dear casino team,

We’d like to kindly ask you to clarify the situation. Do I understand correctly that the information about placement in the tournament players see in their accounts and receive via e-mail doesn’t reflect their actual placement in the tournament overall and only indicates their placement among other Katsubet players who also participated in the tournament?

Any relevant information can be forwarded to andrej.p@casino.guru.

Dear Andrew and Patrick3990,

We would like to shed some light on this case's situation.

Please be informed that the network tournament is organized by Playson. Your assumption is correct, the information displays the player's placement among other Katsubet players. Unfortunately, it is impossible to show their actual placement in the tournament compared to players from other casinos.

On this basis, if the reward was not automatically credited, there is no player on the winner's list. This information is stated in the description of the tournament provided by Playson (https://prnt.sc/08eSguU3mn2I).

Please let us know if you need more information that can help you resolve this case.

Best regards,

KatsuBet Casino

Thank you, KatsuBet Casino team, for clarifying the situation.

Notwithstanding, we strongly recommend not informing players about their placement in these tournaments among other KatsuBet players, or at least, making it clear that the shown information about the placement does not represent their real placement.

Furthermore, could you please advise where the real results of this particular tournament can be found?

Dear Andrew and Patrick3990,

We already took your feedback into consideration to improve the tournament experience for all players.

Our team strives to provide a fair and transparent gaming environment and will continue to work to be able to provide the actual information about the real player's placement as soon as possible. But currently, we cannot provide the list of winners at the allotted time due to delays on the game provider's side.

Hope for your understanding.

Thank you, KatsuBet Casino team, for your understanding. We hope the necessary changes will be implemented as soon as possible and that a similar situation will not arise in the future.

Are there any updates regarding the information about Patrik3990’s actual placement in the tournament?

Dear Patrick 3990, 

Our team apologizes for the delay.

Unfortunately, we are still waiting for a response regarding the list of top players from the gaming provider.

We appreciate your cooperation and hope for your understanding.

Best regards,

KatsuBet Casino

Dear Andrew and Patrick3990,

We apologize for the extended delay in resolving this case.

Regrettably, the provider has informed us that Mr. Patrick 3990 is not among the tournament winners. Our team shares your disappointment with the length of time it has taken to resolve this matter. To compensate for the player's time, we would like to offer a loyalty bonus of 30 EUR with the wager x25, a max bet of 5 EUR, and a max cashout of 300 EUR. Mr. Patrick 3990 can activate the bonus in his account within the next 14 days. We will also inform him via email, so he won't miss this opportunity.

Thank you for your assistance, understanding, and cooperation.

Best regards,

KatsuBet Casino.

Dankeschön sehr großzügig aber trotzdem würde ich gerne wiesen welche Platzierung ich erhalten habe

Mit freundlichen Grüßen

Patrik3990

Thank you, KatsuBet Casino team, for the information and for showing interest in compensating the player.

Would it be possible to provide further information regarding Patrik3990’s placement in the tournament, as enquired above?

Thank you in advance.

Dear Andrew and Patrick3990,

Thank you for sharing your feedback.

Having conducted a thorough investigation, we have received confirmation from the provider that Mr. Patrick 3990 is not one of the winners of the tournament. It's understandable that this news may cause disappointment. Our team is actively working on your request to provide you with the utmost clarity and assistance possible. We will keep you informed of our progress.

In order to compensate Mr. Patrick 3990, we propose a loyalty bonus from our casino of 30 EUR with a wagering requirement of x25, a maximum bet of 5 EUR, and a maximum cashout of 300 EUR. Please, activate this bonus in the account within the next 3 days.

Your patience, cooperation, and understanding throughout this process are greatly appreciated. We assure you that we are continuously working to improve our services to provide a better experience for our players.

Thank you for choosing KatsuBet Casino.

Best regards,

KatsuBet Casino

Sehr geehrtes KatsuBet casino Team

Vielen Dank für die Entschädigung und hoffe bald auf die Antworten meiner tatsächlichen Platzierung

Mit freundlichen Grüßen

Patrik3990

Thank you all for the replies.

As additional time is needed to acquire the remaining information, I’m extending the timer by 14 days. We will wait for further updates from KatsuBet Casino team.

Dear Patrick3990,

We're glad to hear that you were satisfied with the compensation proposed.

Our team would like to inform you that the provider has shared the list of winners in the tournament. We will certainly give you this information as soon as you contact us by mail, at support@katsubet.com.

If you have any further concerns or questions, please don't hesitate to reach out to our customer support team. Thank you for choosing KatsuBet Casino, and we look forward to serving you again in the future.

Best regards,

KatsuBet Casino Team

Thank you, KatsuBet Casino team, for the update.

Dear Patrick3990,

Please be advised that according to the information the casino team received from representatives of Playson, there’s no information about your placement in the tournament as KatsuBet Casino did not officially take part in the tournament, which means that it seems that it was not possible for you to reach a placement at all, unfortunately.

Could you please let us know if you have tried contacting the casino’s customer support via the e-mail provided above and inquired about this?

Looking forward to your reply.

I tried several times to get in touch with casino KatsuBet but I was always sent against the same email that I am not in the placement but by the casino has made me believe that I have the third place I am now a little confused. Can I do something?

Dear Patrik3990,

Unfortunately, the casino team did not provide us with information that would indisputably confirm that you didn’t officially achieve any placement in the tournament. All I can confirm is that the existing information suggests that KatsuBet Casino did not take part in the tournament at all, however, a few aspects of the matter are still unclear.

Please be informed that we’ve requested further information from the casino to clarify the situation.

I’m setting the timer for 7 days.

Vielen Dank für eure Arbeit und Unterstützung casino Guru team

Dear Patrik3990,

We sincerely apologize for any confusion or inconvenience you may have experienced.

We would like to clarify that our casino did not participate in the mentioned tournament, and therefore, we may not have access to all the specific details regarding placements and rankings.

However, we want to assure you we are more than willing to assist you personally. Our team complies all the available information regarding the tournament, which we can provide to you upon your request via email. To do this, please contact us by e-mail - at support@katsubet.com, and provide the following information:

- Your full name;

- Date of birth;

- The payment method you used for financial transactions in our casino;

- Reason for your request.

- Address of residence.

Hope that our support team will be able to resolve your question and provide a detailed explanation of your situation.

Best regards,

7BitCasino team.

Thank you, Katsubet Casino team, for the reply.

Dear Patrik3990,

To further clarify this situation, I recommend you follow the instructions given by the casino team and inquire about this matter.

Please keep us posted on any updates.

I’m setting the timer for 7 days.

Vielen Dank für ihre Bemühungen Andrey und Casino KatsuBet

Ich verstehe aber nicht was ich schreiben soll

Casino KatsuBet hat ein Turnier gemacht das habe ich ja per Screenshot geschickt

Ich habe den 3 Platz gemacht und der Gewinn wurde von 3000€ nicht ausbezahlt

Sie sagen zuerst das es ein tunier war wo mehr casino dabei waren und jetzt haben sie nicht Teil genommen

Sie haben falsche Informationen den Kunden verkauft

Andrej

Vielen Dank für die Bemühungen

Ich bin euch mehr als dankbar das ihr euch einsetzt für mich

Vielleicht können sie mir weiter helfen was ich dem casino noch schreiben soll?

Mit freundlichen Grüßen

Patrik s***

Dear Patrik3990,

Please note that we’ve requested further clarification from the casino team, but still haven’t received a response.

What’s not clear to us is how is it possible that the casino did not participate in the tournament even though the tournament was clearly advertised on the casino’s website, eligible games were available, and then, assuming that it, in fact, did not, what would happen in case a player from KatsuBet Casino, thinking their play is counting towards the tournament would fulfill the conditions to reach a placement in the tournament and was, technically, eligible for a prize.

To answer your question, I believe that reaching out to the casino team via e-mail (support@katsubet.com) and referring to this thread should be sufficient, however, if you’d like me to specifically suggest the contents of the e-mail and the questions that you can ask, feel free to reach me via e-mail (andrej.p@casino.guru). I’ll gladly assist you.

I’m extending the timer for seven days. We’ll wait for further information from the casino team.

Dear Patrik3990,

Thank you for your feedback and for bringing your concern to our attention. We apologize for any inconvenience you have experienced regarding the tournament prize at Casino KatsuBet.

Upon further investigation, we have determined that the tournament was organized in collaboration with other casinos. We are currently taking immediate action to rectify the situation by reaching out to the other involved provider.

If you have any further questions or concerns, please contact our customer support team and we provide any necessary information.

Your understanding is highly appreciated. We are committed to resolving this matter to your satisfaction.

Best regards,

Katsubet Casino team

Thank you, KatsuBet Casino team, for the update. We will wait for additional news from you.

I’m setting the timer for seven days.

Dear Andrej and Patrik3990,

Thank you for the opportunity to respond.

Please, accept our sincere apologies, however, at the moment we still await a response from the tournament organizer. The request was sent previously and our team monitors for information on a daily basis, so we would be able to provide you with the necessary evidence.

Unfortunately, until the requested data is not received, we kindly ask you to give us time to gather the facts you are interested in. On behalf of our Casino, hope for your understanding and cooperation in this matter.

Best regards,

Katsubet Casino team

Thank you, KatsuBet Casino team, for the reply.

As additional time is needed to acquire essential information, I’m extending the timer by seven days.

We’re hoping to see progress in this regard soon.

Dear Andrej and Patrik3990, 

Thank you very much for the right to respond. 

Nevertheless, we would like to point out that we were able to find another way to get a response from the provider. This is what we are doing at the moment. At the moment, the communication stage has reached the final stage, where we will receive a response regarding the requested information. 

We apologize for the long wait for our response. However, we hope for your understanding. Please be assured that we are making every effort to resolve the issue in this review. 

Best regards,

Katsubet Casino

Thank you, Katsubet Casino team, for the update. We’re glad there is progress and hope the needed information is provided in a timely manner.

Once again, I’ll extend the timer by seven days.

Dear Andrej and Patrik3990,

Thank you for the time you have dedicated to us.

We want to emphasize our strong commitment to enhancing our services and swiftly addressing any concerns. By granting an extension of seven days to the timer, we express our gratitude for the opportunity to rectify this matter.

Based on the information furnished by the provider, Katsubet casino was not involved in the mentioned tournament, making it impossible for the player to have won. Furthermore, the provider has supplied us with a formal letter. All the necessary details have been sent to Andrej's email.

If the player desires supporting evidence to validate our statement, we encourage them to reach out to us via email at support@katsubet.com with their specific request. Our team is more than willing to furnish any additional information as needed.

Thank you for your understanding and patience.

Thank you, KatsuBet Casino team, for the reply and for providing additional evidence via e-mail.

We can confirm that the game provider officially confirmed that KatsuBet Casino did not participate in the tournament in question. Though, what still hasn’t been clarified is the reason why, despite this fact, the tournament was advertised to players directly on the casino’s website, leaving users believing that their play of eligible games contributes to their progress in the tournament, which was clearly the case here. Then there’s the fact that players were informed about their placement in the tournament but only amongst other KatsuBet players (again, despite the fact that the casino didn’t participate in the tournament).

All this leaves us with the following questions for the casino:

Why advertise the tournament?

Why inform players about their placement amongst other users of the same casino if this doesn’t entail any prizes?

What would have happened in case a player from KatsuBet Casino, thinking their play is counting towards the tournament would fulfill the conditions to reach a placement in the tournament and was, technically, eligible for a prize?

How did Patrik3990’s gameplay (that would have contributed towards the tournament would the casino participate in it) and gameplay of the other two players at KatsuBet who placed higher compared to players who placed in the top positions within the tournament and were eligible for a prize?

Please let us know if any relevant facts have been left out of our assessment.

I’m setting the timer for seven days. Thank you in advance for your reply.

Dear Andrej and Patrik3990,

Thank you for the opportunity to answer your questions.

Let's start with the tournament promotion. The inclusion of the tournament on our website was made possible due to the availability of games provided by Playson. Consequently, it is possible that the tournament notification may have been displayed on other platforms where Playson products are accessible. In such instances, the rankings of players involved in our casino's tournaments are displayed by default. Transparency is a fundamental principle of our casino, which is why we afford players the ability to ascertain their positions among the top participants, even if they have not emerged as winners, unfortunately.

We regret to inform you that we do not possess any information regarding the activities of other competitors from different casinos. However, it is important to note that players who fulfill all the requirements for tournament participation are entitled to receive their winnings accordingly. As indicated by the player's provided screenshots, it is evident that he has satisfied all the necessary tournament conditions. Moreover, comprehensive instructions on how to take part in the tournament were made available.

There is no doubt that the tournament's advertising could have caused some dissonance. Let us assure you, that this matter was taken into account in order to avoid any kind of misunderstanding in the future.

We trust that we have provided a detailed description and explanation of the situation. Should you have any further questions, please do not hesitate to reach out to us. We are always available to assist you in resolving any concerns you may have.

Best regards,

Katsubet Casino Team

Dear Andrej,

Thank you for letting us respond to your inquiries.

We would like to bring some clarifications to the previous letter regarding the T&C of the tournament. What was meant is that if our casino had participated in the event then all players could be entitled to receive their winnings accordingly. However, since the casino did not participate, this argument was purely theoretical. Our apologies for any confusion that could have arisen.

As for your latest questions, firstly let us assure you that fair play is the most important aspect of our casino. This means that in case Mr. Patrik3990 (or any other player) had reached an awarding place in the entire tournament we would have been completely on his side. In this case, our team would demand the provider to credit the player with an honestly won bonus.

Unfortunately, we are unable to answer your second question in the affirmative or negative. Such information is the exclusive property of the gaming provider and our team is not in the right to speak for the "Playson". We do believe, that the official request may shed light on this data, however, everything depends solely on the provider's terms of disclosure. Your understanding in this matter is highly appreciated.

Hope that our explanations are comprehensive enough to clarify this case. If any additional information will be needed - do not hesitate to contact us. We will remain available to assist you with any concerns or inquiries you may have.

Thank you, KatsuBet Casino team, for providing the additional information. We hope that would the situation be different, eligible players would in fact receive the respective prizes.

One aspect of the matter, as far as I’m aware, still hasn’t been verified. The remaining question is how can we be sure that Patrik3990, and/or the two players who placed higher than him amongst other players at KatsuBet Casino did in fact not accumulate sufficient gameplay to reach a placement within the tournament. Do I understand correctly that an official request was sent to the game provider and that the probable answer will address this inquiry?

I’m setting the timer for seven days.

Dear Andrej,

Thank you for letting us answer your inquiries!

Regarding the eligibility for the respective prizes, we have taken your request seriously and conducted a comprehensive investigation. As stated in our previous response, we have contacted the game provider, PLAYSON, to verify whether KatsuBet Casino had participated in the abovementioned tournament. Their representatives explicitly confirmed that our casino did not take part in the tournament in question. The required documentation to prove our point has been already submitted during the communication with you. We acknowledge your need for clarification and sincerely apologize for any misunderstanding.

The opportunity to present our perspective is greatly appreciated. Based on all the information provided thus far, Katsubet Casino believes that our evidence is sufficient to support our position. We have diligently examined the available data and conducted extensive research to reach this conclusion. Therefore, our team hopes for your understanding regarding this matter.

We sincerely appreciate your concern regarding other players who achieved higher rankings than Patrik3990. Nevertheless, our team believes that each case should be processed individually. We would like to assure you that no other complaint was received during our investigation of the current case. This further indicates that the other players have complete understanding of the situation. Thank you for bringing this matter to our attention.

If you have any further questions or concerns, please don't hesitate to reach out to us via support@katsubet.com directly.

Best regards,

Katsubet Casino Team

Thank you, KatsuBet Casino team, for the reply and for providing additional information. We agree that each case related to this issue can be treated individually – the question was rather theoretical. It’s not strictly necessary to have it answered at this point.

I will update this thread once the provided document is reviewed.

Thank you all for your understanding and patience.

Dear Patrik3990,

I understand that this was overall not a positive experience for you, but please understand that this situation was not entirely caused by an error on the casino’s side but in a way by an error on the side of the software/game provider. The main issue here was that you were falsely informed about your placement in the tournament, for which we’re glad the casino decided to compensate you by giving you a bonus. Unfortunately, regarding the participation of the casino in the tournament, there was a misunderstanding – again, the fault was apparently not entirely at the casino’s end. Despite everything, both the casino team and the game provider officially confirmed that even though you placed third among other players at KatsuBet Casino, unfortunately, you did not reach a placement within the tournament overall. If we take into account the casino team’s statement in which they confirmed that if you had been eligible for a prize, you would have been paid, it's safe to say that all aspects of the matter have been assessed and there's no explicit reason to request further action or penalize the casino.

All things considered, we’re closing this complaint as ‘Rejected’.

I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Lieber Andrej

Ich kann mich nich oft genug für ihren Einsatz bedanken

Natürlich vertraue ich auf ihre Arbeit aber trotzdem verstehe ich das nicht wie ein Casino an ihren Kunden falsche Informationen gibt damit sie glauben sie spielen in einem Turnier und könnten etwas gewinnen u d wen sie was gewinnen wie in meinem Fall dan ist das ein und beide haben keinen Fehler gemacht so wie der Anbieter und das Casino es gibt für mich Aussagen die sich nich über einstimmen

Zbs hätte ich nicht an das Turnier teil genommen Widerrum macht katsubet Werbung das der Teilnehmer an einem Turnier teilgenommen hatte obwohl es nicht stimmt woher nehmen sie dan die Position Von den Spielern an das Turnier wie bei Mir mit dem dritten Platz

Das heißt wie wurde ich auf den dritten Platz ermittelt einfach falsche Informationen für den Spieler mit der Hoffnung damit er mehr bezahlt und dadurch er ein falsches Gefühl zu übermitteln damit er was zum gewinnen hätte

Für mich redet das Casino katsubet nicht mehr an trotzdem bedanken ich mich für die wider gutmachen mit freispiele wo ich ni ht angenommen habe weil für mich das sehr falsch was das Casino katsubet gemacht hat und ich muß leider in Letzter Zeit mehr Beschwerden lesen über katsubet und sie werden dadurch kunden verlieren

Ich muss leider mit dieser Entscheidung leben und bedanke mich mehr mals herzlich für Ihren Einsatz

Liebes Casino Guru team

Dear Patrik3990,

Unfortunately, to put it simply, this was all caused by a miscommunication between the parties involved in the processes behind the tournament.

Notwithstanding, I hope you will never come across a similar problem in the future. Based on what was communicated from the casino’s side, we believe that all necessary actions to prevent a similar situation from reoccurring have been taken.

Due to the aforementioned reasons, we will now close this complaint as ‘Rejected’.