Kats Casino - Вывод средств игрока задерживается.

Hi once again but I have another problem with a casino and it is with the withdrawal of my winnings and then they said to me it's because I ain't in North America and then proceeded to ask me deposit and of course I rejected that cause I was still not in North America but it is all in the screen shots

Dear Kreusej,

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

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

• Do I understand correctly you won from welcome free spins without making a prior deposit?
• Have you ever made a deposit in the casino?
• Is your country filled out in your player profile?
• Could you please share a screenshot of the promotion you accepted and played?
• Did the casino specify the deposit amount required?

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

Yes you are right I have never made a deposit in the casino and They said it was because I wasn't from north America that I couldn't withdrawal it without a deposit and I said no I doubt it cause look at the trouble I am having now and I still ain't in North America and no I can't as it was a few months ago when I got it sorry. And no they didn't then they disconnected me from the chat as I was replying and then it said sorry I have disconnected us and yes I have filled out everything you could think of filling out for the casino and for them to know where I am from

Dear Kreusej,

Asking for a single verification deposit is nothing out of the ordinary in a situation where you haven't made any deposits whatsoever.

• Has the casino clarified how much is the minimum required deposit?
• Did the casino clarify what your geolocation impacts in this situation?

No and they said that they couldn't pay me cause I wasn't from north America so I am very sceptical about putting money in now

This is what they just said to me

this is what has been said to me in the last time I spoke with them

I have now made a deposit but according to the banking team they just said to me because I ain't from north America I can't get the funds of 200 now by the way

and yet they allow me to play the bonus and to be in the casino in the first place but I still ain't from north America

Thank you very much, Kreusej, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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 Kreusej,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Kats Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Kats Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Yes well after I deposited into the casino they still wouldn't allow me to withdrawal my winnings so I just played them through cause there is no way I can come from north America

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.

Dear Kreusej,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on 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,

Kubo

Dear Kreusej,

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 Kats Casino,

You mentioned that the player's withdrawal was rejected because the winnings came from a sign-up free chip, which, according to your words, is cashable only for residents of North America. However, if this bonus is restricted to players from that region, it raises the question of why it is available for everyone to claim. Additionally, after reviewing your website, I couldn’t find any mention of this restriction, which makes the policy seem unclear and potentially misleading to players.

Could you please clarify this matter? A prompt response would be appreciated to ensure a fair resolution.

Thank you.

Dear Kreusej,

Unfortunately, despite the casino initially requesting to reopen the complaint and appearing to be willing to cooperate, they have once again gone into "radio silence." As a result, I am closing the complaint as unresolved.

I apologize for the inconvenience this may have caused.

Thank you for your understanding.