Kats Casino - プレイヤーの引き出しが遅れ、処理されません。

Hi. I am having an issue receiving my payout from KatsCasino. I played with the no deposit bonus. I played thru the required playthrough. I completed KYC, and received an approval email from Banking@katsassist.com stating to confirm deposit information in an email to officemanager@totalgaming.biz and I would receive $70 within 7-10 days. The $100 max I was allowed minus a $30 fee. I sent the email and never heard back.That was in July. After a couple of months I contacted them and was told to cancel the withdrawal and request agaiin. I did and the cycle repeated again and again. The latest approval was November 5th. I've included that email and I did send the confirmation email to officemanager@toalgaming@biz. 

Now when I email, I just get a blank email in response with the 888 phone number. When I call the 888 number it says they have too many calls and to send an email, and if I go to chat, it says welcome to fun club! And when I send a message it says "add credits to continue"

Can you help?

Dear chrisandphae,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you made any deposits to the casino?

Have you tried communicating with the casino via live chat?

Could you please confirm if you sent any identity documents to the casino for verification?

Have you used only one no-deposit bonus in your account, or did you activate any additional bonuses later on?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear chrisandphae,

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.

Have you made any deposits to the casino? No I have not made a deposit.

Have you tried communicating with the casino via live chat? Yes, but when I try the response is always a standard cut and paste explaining how the "no deposit bonus" works and when I explain that I have followed those rules, they disconnect and I never get any other help.

Could you please confirm if you sent any identity documents to the casino for verification? Yes, I sent ID, proof of address (utility bill) and received confirmation of my KYC verification.

Have you used only one no-deposit bonus in your account, or did you activate any additional bonuses later on? I used the first bonus as a new customer and have not used any other promotions or bonuses.

I have an email from them saying everything was received and my withdrawal was approved The first approval was in August, then I have been told twice to cancel and start again. In November, for the third time, I received an email stating my withdrawal was approved and I just needed to send verification of my information to officemanager@total gaming.bizand they would send my withdrawal within 10 days.

The customer service number says they can't do anymore for me without a deposit, and I do not want to deposit if they don't payout so I am told I must communicate by email only. Email does not reply.

Thank you very much, chrisandphae, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

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

I would now like to ask Kats 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,

Please confirm if you've sent the payout mode details to the email requested by the payout team?

Yes. Entered it when requesting, then after approval i sent it to officemanager@totalgaming.biz as requested.

After no payment or response sent it to

Banking@katsassist.com

Support@katsassisr.com

It is bitcoin and your site says 72 hours and email said 7-10 days for 3rd party processing.

Thanks for confirming, let me check and get back to you.

Payout received. Thank you so much.

Hi Peter,

The payout request has been completed.

Dear chrisandphae,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter