Kats Casino - Игроку грозит задержка вывода средств из казино.

I turned in everything to Kat’s Casino after winning over $2000. They removed their bonus money part, and I was left with $335. I have sent in ALL my KYC paperwork and the casino said they received everything and then told me to send another email (I already had done this twice by this point) with my Bitcoin address in text form in the email to reduce the chance of errors, but then nothing was ever done. The website says 72 hours guaranteed for winnings withdrawal, but it’s been 4 mths now for an approved withdrawal. I can still long in my acct and everything but now no one will answer me at all. I used to call twice a week and always be transferred to a VIP host saying it would "be next week" over and over and that "my money was safe". I think it may have closed….but what happens to the winnings I am entitled to then?? My username is Riklee514. Please respond to my email associated with my account on casino.guru. Thank you so much for your help.

Dear slikrik514,

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

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

• Have you made any successful withdrawals from the casino in the past?
• Is it possible to check the verification status of your account?
• When was the last time you were in contact with casino support regarding the issue?

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

Best regards,

Tomas

Dear slikrik514,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of slikrik514. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

I am so sorry. I got so fed up with this casino not paying out that I just had to step away from it for a minute. But it is now May, and I still have not received my payout. They will not even respond to any emails and the phone number no longer works that is on their website. Out of nowhere I got a text recently that said that they were "back online", but I haven’t received any response from them. I am not sure what to do. When I log in it still says that I am approved for the $335 and they definitely have all of my information. I did want to correct my location though…I am in Kentucky, not Mississippi. But I am not sure what’s going on with this casino at all. They were answering chats and emails, but they have literally ghosted me for 2+ months at this point. Please consider opening this back up for me!! I promise I will not give you all this again and waste your time!! I really need this money….its just not fair at all.

sincerely,

Rikki ****

Dear slikrik514,

Could you please share with me the message about the casino reopening you received?

Have you managed to get in touch with the casino via live chat or email since then?

My email is [email protected]

Looking forward to your reply.

Also, here is the info when I login saying I am approved for the $335, emails showing I sent them my bitcoin address for them to send it to multiple times just like they asked, and a screenshot of their website that clearly shows someone is "still winning" named jade literally today so it can’t just be closed to not paying me. I really don’t understand how they can just do this. Oh, and thank you again for your help with this. I reallllllly appreciate it!!!

Thank you very much, slikrik514, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Kats Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear slikrik514,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Kats Casino representative to join this conversation and participate in resolving this complaint.

Dear Kats Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

I just don’t understand how they can still have their website up and be receiving money from players doing deposits that have no idea they have probably closed. And are there not usually some kind of necessary and mandatory actions to have to complete any payouts that had not been finished before they just shut down their communication services??? This just seems so crazy to me.

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,

Stefan, Casino.Guru