Kudos Casino - Player’s withdrawal got cancelled without consent.

Well I won 2200 dollars and I have been waiting all day for them to review my account and accept it. But they never did and I have had other payouts get paid the next day with no problem. Well I have been emailing them all day to get my winnings and they kept telling me it would be ready soon. And then tonight i went to check the status of my withdrawal and it's no longer on there. They are trying to say that I canceled it and played it that's not true at all I have been waiting all day for them to accept it why would I cancel it at the last min. I knew something was going to happen and they was going to screw me over on this payout.

Dear siercksdavid,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kudos Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share any records that would show what happened with your funds?
• Have you requested a gaming history from the casino support?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Did u get the emails them was the communication between the casino and I

Know there trying to say I canceled my withdrawal I know I didn't cancel it I was waiting all day for them to accept it I sent them emails threw out the day asking about it. I wouldn't have canceled it cause I was needing that money.

I think they did some thing to my account that way they don't have to pay me. I never agreed to cancel my withdrawal

Because it never took over 24 hours to get my winnings from them before when it was just 200 dollars.

I understand your concern, however, without proof there is any discrepancy we might not stand any chance in confronting the casino. To determine whether your funds were truly played down or not, you'll need to request a gaming history, where all the bets and your account balance are recorded.

If you find any discrepancies and the casino refuses to act fairly toward you, please forward the corresponding gaming history or correspondence to us for review.

I'll await your reply.

And I sent u a email that was some of our conversation

Thanks for your reply.

We'll investigate this further.  I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you siercksdavid for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kudos Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hi,

Thank you for bringing this to our attention.

I have looked into players profile and in our system 5/12/2024 12:56:30 PM -BitCoins Withdrawal - Transaction requested and 5/13/2024 9:15:18 PM -BitCoins Withdrawal - Transaction denied, Transaction canceled by player. After that funds were played. We have a game history from the moment player canceled his withdrawal, which I can send over.

We aim to process all the withdrawals within 24h, however sometimes it might take bit longer.

if you have any more questions or need more information, please do not hesitate to contact us.

Thank you,

Kudos Casino

Thank you for the update Kudos Casino representative. I would appreciate if you could provide me with the betting history of the player to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

Thank you for quick response. I have sent you an email with required information.

Thank you,

Kudos Casino

Thank you for providing me with the betting history Kudos Casino representative.

Dear siercksdavid, from the evidence provided by the casino it is clear the funds have been spent in multiple games over several hours. Unfortunately, I won't be able to assist in this matter further. Due to that reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter