Kats Casino - Вывод игрока был отложен.

I was able to withdraw my money once from Kats Casino but it took them almost 3 months to give me my payout. I know I have over $1700 pending as payouts since almost 2 months ago and I cannot reach anybody at Kats Casino. Their live chat gives no response at all: calling their phone number does not work at all as it just immediately hangs up: and no one replies back to my email.

I have already verified my account and I know every single possible rule/policy they have for coupons and withdrawal. I should be receiving a payout close to $1700 after they deduct all the bonus amounts and what not.

Please help me out! I have deposited at least $3000 with Kats Casino and they take my money no problem, but then they refuse to payout or contact me back.

Hello Jay323,

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 since when is your account fully verified?
• 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for your assistance! I really hope we can resolve this because I feel scammed big time.

1. My account has been fully verified since January - so it has been verified for over 4 months now.
2. I accumulated my winnings using bonus coupons. I always read carefully the terms and conditions so I make sure I pick good coupons. For both of my winnings totaling $1700 together, I completely finished the playthrough requirement and they have already deducted the bonus amount. By their terms and conditions, I should be able to cash out my winnings ($1700).
3. The last time I spoke with someone from Kats Casino was through email where I needed to send my BTC address to the manager of totalgaming.biz (the email was: [email protected]). This was for my first payout back in January where they would actually respond back and give me my winnings. Other than that, I have emailed them like 20 times and I have called them like 50 times with no response.

Dear Jay323,

Would it be possible to forward the communication between you and the casino related to this case before we would try to contact them to [email protected] for further review?

Awaiting your response.

Regards,

Nick

Hello,

I have forwarded those emails I sent to the manager of Kats Casino. In the first email, he responds to me but it takes some time for him to respond back and eventually payout. In the other two emails, I receive absolutely no response. I have called them over a hundred times now too and still no one responds.

Please help me out!

Thanks,

Jay P****

Dear Jay323,

Haven't you receive any respond from the casino? - it seems you have only forwarded the e-mails written by you and the receiver does not even seem to be connected to Kats Casino in any way.

Can you please clarify where did you come across that specific e-mail address?

Regards,

Nick

Hello,

Yeah I no longer get any response from that email and also Kats Casino email.

I got that totalgaming.biz email through the online chat before I had my first payout. Back then, the online chat would respond to me and they told me I had to send my BTC address to that email before payout. Now, the online chat never connects me with anyone. I waited an hour one time and I still had no response.

Thank you Jay323 for all the information provided so far. I will now forward your complaint to my colleague Pavel ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Jay323!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

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 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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you ([email protected]). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team