HomeComplaintsKatsuwin Casino - Player's withdrawal is delayed.

Katsuwin Casino - Player's withdrawal is delayed.

Black points: 953

Amount: ¥362,320

Katsuwin Casino
Safety Index:Low
Submitted: 05 Sep 2024 | Unresolved : 09 Oct 2024
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

3 weeks ago

The player from Japan had requested a withdrawal on July 30th but had not received the funds yet and had not received any updates or apologies from the casino despite multiple inquiries. The Complaints Team had attempted to engage the casino for clarification but received no useful information or responses. As a result, the complaint was marked as 'unresolved' due to the casino's lack of cooperation. The player was advised to contact the Anjouan Gaming Authority for further assistance.

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2 months ago
Translation

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.

Automatic translation:
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2 months ago

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

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2 months ago
Translation

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

Automatic translation:
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1 month ago

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.

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1 month ago
Translation

Sent via email

Automatic translation:
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1 month ago

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?

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1 month ago
Translation

Transferred

Automatic translation:
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1 month ago

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.  

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1 month ago

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


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1 month ago

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.

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3 weeks ago

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

Edited by a Casino Guru admin
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