After depositing 60 Euros and winning 390 Euros, the player from Hamburg had their account blocked by the casino during the document verification process required for payout. The player is now unable to withdraw his winnings. We marked the complaint resolved since the player confirmed receipt of the payment.
KatsuBet Casino - Player's account blocked before he could withdraw his winnings.
Amount: €390
KatsuBet Casino
Safety Index:Very highSafety Index
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I deposited 60 Euros and won 390 Euros only from playing with real money. When I requested the payout, the casino first congratulated me on the win and requested a few documents. I uploaded these documents. Following this, they sent an email requesting more documents, but when I wanted to upload them to my account, it said that my account was blocked.
How am I supposed to withdraw my winnings now? This is fraud!
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1 year ago
Dear blablabla,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you created your casino account? Did the casino provide any explanation regarding the closed account?
Which documents did you manage to provide? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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1 year ago
Translation
Hello Kristina,
I created the account about 5 years ago and made successful deposits and withdrawals 5 years ago. Well, yesterday I played there for the first time in 4 years. I sent the required documents within an hour. The account was then simply closed by the casino without telling me anything.
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1 year ago
Thank you very much, blablabla, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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1 year ago
Hi blablabla,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask KatsuBet Casino to join this conversation and share more information regarding the case.
Can you please provide any reasons why the player's account has been blocked?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hello Tomas,
My account is still blocked, but I got my winnings transferred!
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1 year ago
Dear blablabla,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Please be informed though, that the casino has the full right to decide whether they keep your account open or closed.
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,
Tomas
