KTO Casino - Player’s account payment options are blocked.

Used to be very reliable. For some reason they did something to my account and now everything is broken and all payment options are blocked. Cannot deposit cannot withdrawal. Went to chat five times and all five time gives no information "we are checking it". It has been weeks with no resolution and refuse to provide any info on the issue. Used to be reliable but this current situation seems very shady. I am hoping this complaint can get them to shed light on what is going on with my account.

Hello hchu8515,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with KTO Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is verified and if not, since when is the process ongoing? Do you have any remaining real money balance on your casino account? Since when are those checks ongoing?

Looking forward to your answer.

Regards,

Nick

Yes, account is fully verified. I have over 10k in the casino with over 40k net deposit over a span of two to three years no problem ever. Suddenly one day when I check it says "cannot get to payment method" and I follow all the steps advised by chat and it doesn't work. I sent all relevant screenshots to chat and supposedly they passed it on to the financial department. Everytime I ask for update it is "department is checking it" received at least 5 copies of the same canned response. I believe I first reached out on August 6 or 7 (potentially earlier as I dont have record of the first transcript) for my initial inquiry when I noticed the payment features in my account weren't working. The chat operator notified me that the timeline on their tickets is 48 hours. At the very least hoping to figure out if it's a tech issue or if they put a block on my account. So far every message has contained no information other than "we are checking it" hoping by opening this we can get KTO to be a little more transparent about what is going on with my account

I have no idea when this block started because I never checked since my last deposit on July 18th. For some other reason all records of my previous deposits and withdrawals prior to July 17th that have also been erased as it is impossible to access it on the transaction calender.

And I want to make it clear I trust this book very much and have used it almost exclusively without much problem. It's just their handling of this issue with my account is a little disheartening. Hoping that by opening a complaint here and with your assistance we can have some more insight into the problem. Thank you!

Casino has resolved this issue.

Dear hchu8515,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

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,

Casino.Guru