Kaulana Casino - Player’s struggling to withdraw her winnings.

I have tried for 3 weeks now to withdraw winnings from my account but they have failed each time using two different cards even though those cards are having money withdrawn from to play at the casino. I can’t wire transfer as it needs to be $500 or more and they are saying do Crypto n Go but I don’t have an account so I cannot access the money and they just keep saying try another payment method. It’s an absolute disgrace. 

Dear Belinda,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their assistance, but, before we do, please could answer a few questions? Was this your first request for a withdrawal? Did you complete KYC verification in the past successfully? Looking forward to hearing from you. Thank you in advance.

Best regards, 

Petronela

Hi, this was my first request to withdraw money and I have completed the verification process. I have played multiple online casinos in the past and have never had issues like this with withdrawing any money on both cards I supplied. I have always received the money within 2 days not weeks. Thank you 

Thank you very much Belinda for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Belinda,

I am really sorry about your situation, I would like to know if the casino's support gave you any reason for this situation. Also, did you deposit funds into your account with a card which has been issued under your name?

Hi, yes both cards I used to deposit money into my account was used with cards in my name. They gave no reason other than to say it failed and I needed to use another payment method but gave no reason why it failed even through that card was used to take money from. thanks 

Thank you, Belinda, for a quick reply! I would like to ask Kahuna Casino to comment on this case. We would like to know, why isn't Belinda able to use her credit card as withdrawal method and what she should do in order to successfully withdraw her winnings.

I just signed up to another online casino to see if there would be any issues at all like Kahuna. My account was verified in hours unlike over a week for a Kahuna. I won and was able to withdraw money straight away and it’s processed all within seconds so I can’t understand why there are so many issues with Kahuna and why they take so long to reply to messages. I sent a message to this new casino and received a reply in hours not days. 

Still no response from Kahuna and unlikely to get one as they have failed to respond to my e-mail I submitted prior to this complain’t.

We would like to ask the Kahuna 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’.

Hello Belinda,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.