Kats Casino - 選手の退場が遅れました。

I made the withdrawal for $525.00 on October 19 and the only communication is with chat. They advised me to send an email to banking and let them know my preferred method of withdrawal which I did a couple of weeks ago with absolutely no response. They approved all my required documents for withdrawal.

Hello ladydi53,

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

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I’m not sure when they approved my documentation but chat confirmed it was approved. I did send the email with my documents on 10/19/23 I deposited real money plus they gave me a bonus on top. It’s been a couple of weeks ago since I’ve chatted with support. I’ve never gotten a confirmation email from them.

I have a little more information to add. I deposited $105.02 via bitcoin and used coupon code Cruise500 for 500%. I played with $510.10. I requested the money after meeting the wagering requirements.

Hello ladydi53 and thank you for all the information provided. I will now forward your complaint to my colleague Mirka ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi ladydi53 ,

My name is Mirka, and I will be in charge of your case from now on. I would now like to invite the Kats Casino representative into this conversation.

Dear Kats Casino,

Could you please provide more information about this case to clarify the situation?

Thank You in advance.

Mirka

Hi Mirka. Glad you can help me with this

We are looking in to the matter

Thank you!

Dear Kats Casino, 

Have you been able to access new information regarding this case? 

Thank you in advance,

Mirka

i can’t login anymore

I still can’t login to the casino. I figure they have me blocked out. What a joke for a casino. Shame on you Katscasino!!

We would like to ask Kats 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 this complaint as ‘unresolved, which may negatively affect its rating.

Dear ladydi53,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka

Casino.Guru

We’ve reopened this complaint at the request of Kats Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear ladydi53,

I've received a following e-mail from the casino:

Hi ladydi53,

As I checked, the payout couldn't be completed as the payout team didn't receive the documents required for the withdrawal.

Could you please let me know what's the error reflecting on your screen when you try to log into your account?

Please connect with support, they'll help you log into your account.

Would you be able to communicate with the casino regarding your verification process?

Dear ladydi53,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.