Katsuwin Casino - Player's withdrawal is delayed.

On July 30th of this year, I requested a withdrawal, but I still haven't received my money.

If I don't reach out, I receive no apologies or updates from your side. Even when I do contact you, all I'm told is to wait, which makes me very anxious. Therefore, I am posting this in hopes that you can assist me.

Dear otnmi1754,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Have you ever been successful in making a withdrawal?

This is my first withdrawal

Can you please confirm that you have passed KYC verification?

We are doing it.

Have you won any money with or without an active bonus?

I won on the slots

Thank you for your reply, otnmi1754. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Sent via email

Thank you for the screenshot fo the withdrawal request, however, I also asked for the communication between you and the casino, which is missing. Could you please forward it to me?

Transferred

Thank you very much, otnmi1754, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.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 otnmi1754,

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

Dear Katsuwin Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Dear otnmi1754,

I have made several attempts to reach out to the casino, but unfortunately, I have not received any useful or helpful information from them, and my most recent emails have gone unanswered. I’m afraid there is not much that can be achieved without the casino team's cooperation. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the AnjouanGaming Authority (File a complaint - Anjouan Gaming) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at miroslava.d@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

Casino.Guru

We’ve reopened this complaint at the request of Katsuwin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear otnmi1754,

I've received confirmation from the casino, that your issue has been resolved.

Could you please confirm, you have received your withdrawal?

Thank you.

Dear otnmi1754,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.