Kats Casino - 選手の退場が遅れています。

After my withdrawal was approved on Feb 24th I was told it would take 5 to 7 working days to return get

Dear tylohrmeyer,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

No have not made any withdrawals yet i am new to this casino but I did complete the kyc. An finished all required steps to verify my account

It says my withdrawal was approved

Thank you very much, tylohrmeyer, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear tylohrmeyer, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite Kats Casino representative to join this conversation. 

Dear Kats Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello Katarina,

We apologize for the delay, please rest assured, out team is working on the withdrawal and the funds will be transferred to player's payout mode positively.

Regards,

Katscasino

Dear Kats Casino,

thank you for your reply. Is there any time frame when this player can expect his withdrawal to be processed, please?

We would like to ask the 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’ which may negatively affect its rating.

Hello Katarina,

As we checked, the funds have already have been transferred to player's selected payout mode. An email with the payment hash has been sent to the player already.

In case the player faces difficulty in finding the payment hash email, he can connect with the casino support for further assistance.

Regards,

Kats Casino

Thank you for the response, Kats Casino. 

tylohrmeyer, could you please advise if you have received the payment?

Dear tylohrmeyer,

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.

Dear all,

Unfortunately, we’re forced to reject this case because tylohrmeyer has stopped responding to our messages and questions. Without tylohrmeyer cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.