Kats Casino - プレイヤーはボーナス賞金を引き出すことができません。

I legitimately won over $2000 starting off using a promo code for 100 free spins. I completed all their playthrough requirements and everything. Now that I'm ready to withdrawal they try and tell me I'm not allowed to because I used a free chip and free spins without a deposit even though they sent me the promo code and approved it when I went online to submit it. If I wasn't allowed to do this why would they send me the code and approve it for use. Its not right and I don't think they should be allowed to get away with this. They need to honor the codes they send out to players. God only knows how many other people they have stolen winnings from like this. Its not fair

Dear twistedmustache6,

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. Did the casino clarify why you aren't able to withdraw your winnings?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

So they say that I'm not eligible to withdrawal because supposedly I used back to back free chips. The only thing is they are the ones that sent my the promo code for the 100 free spins and approved the use of the promo code. They sent me the email telling me the code was approved for use on my account

Thank you for your reply, twistedmustache6. I checked the bonus T&Cs and I found this:

"5.Players cannot redeem consecutive multiple free bonuses. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to be made before you are eligible to redeem the second No Deposit Bonus."

Please note that the vast majority of online casinos prohibit players from activating multiple free bonuses consecutively. In an ideal world, this would be enforced on a software level, however, as of now, as long as the casino states this clearly in its T&Cs, we cannot penalize the casino for confiscating your winnings, nor we are in a position to force the casino to return you the winnings. Therefore, we believe that the casino denied your winnings in compliance with their terms.

I can only recommend that you always check the bonus T&Cs before you activate any offer and keep in mind that casinos usually do not allow this type of bonus use.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

That's so stupid I'm done with all this bull. I got ripped off and I'm gonna make sure I put out as many reviews on that casino. They are thieves and they know it. They what they did was wrong.im never playing online again. They just ruined it for me

I understand your frustration, but there is nothing we can do. This is a standard practice and the casino confiscated your winnings in compliance with their bonus terms.

Due to the aforementioned reasons, 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.