Kats Casino - El casino retrasa el retiro del jugador.

I played with a bonus had to play through $22k which I did and still won $1700. It’s been over a month now and still have not received a penny. They love to call and offer me a special bonus just for being a "VIP". All that is is to make you feel like you might get that money to hit you account. They don’t care about us. Every time I ask to talk with a Supervisor I’m told they are busy and will call me back. When I talk to any random person who works from their home not in an office I’m told only my VIP rep can discuss my withdrawal. This is the worst customer service ever. I really hope other would help me shut these guys down.

Hello Cruger88,

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? When was the last time you spoke to the casino and what was it about? How did they explain the delayed payment?

Looking forward to your answer.

Regards,

Nick

Yes my account was verified a couple months before hand. My withdrawal info was verified the fist week after requesting it. The last time I spoke to someone was Friday 2/9 and their response was that they were confused about why I hadnt received it yet. Within this month Ive had resend my "Payout Mode" 6 different times for whatever reason. Very poor experience with Kats.

Thank you Cruger88 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Cruger88,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Kats Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

UPDATE: as of about 4 days ago, I received a deposit of $400 from Kats. Only a third of the amount I was supposed to receive. Ive contacted them but my account manager never seems to be available and never calls back to explain why I didnt get the rest.

Thank you for the updates, Cruger88. I hope that we'll hear from the casino representative soon and they'll explain the situation.

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.

Player wagered on a deposit of $100 with a 500% standard bonus with a max cash-out of 10X of deposit, i.e. $500. Then the fee for withdrawal was deducted and the player was sent $470. This is all in accordance with our terms and conditions

IF IM WRONG BUT ISNT 10X $100 = $1000? SO YOU STILL ONLY PAID ME HALF OF WHAT I SHOULD HAVE RECEIVED!!

Dear Kats Casino, I've just checked your terms and it indeed says that "The maximum withdrawal amount from any Deposit bonus is ten times the face value of the deposit amount." I have also found the following information: All bonuses are non-cashable and will be removed at the time of withdrawal: e.g, if a player receives a bonus of US$100.00 and later requests a $390.00 withdrawal, the $100.00 bonus will be removed and the withdrawal will total $290.

So the deposit of $100 was made and the bonus of $500 was given to the player (500%), then the player claims to have won $1700. We deduct the amount of the bonus given ($1700 - $500 = $1200) and then apply the max cash-out rule, which is, as the player noticed, $1000 (10x the deposit of $100). So the player should receive $1000 out of $1200, as I see it.

Could you please explain your calculations?

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 Cruger88, as you may notice the casino stopped replying to our messages. 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,

Natalia

Hi everyone,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.

The following information was received from the casino:

Hello,

We apologize for the delay.

As we checked, the player made a deposit of $100 and redeemed a bonus of 500%, for which we added cashable $500 to player's account. As per the bonus terms, player was eligible to cashout 10x of his deposit which is $1000.

Now after the player requests his withdrawal, the deposit bonus that was added to player's account by casino is adjusted from cashable balance which is $1000, that in turn leaves player with $500. The remaining $30 was removed as it was a withdrawal processing fee, which is why player is getting his winnings of $470.

Regards,

Kats Casino

That still says I got screwed because I cashed out at $1600 quit making excuses for screwing people over

And I know the bonus I claimed was a NO RULES bonus so it souldnt have mattered how much I cashed out

Hello,

Hope you're doing well.

As we checked, the player made a deposit of $100 and redeemed a bonus of 500%, for which we added cashable $500 to player's account. As per the bonus terms, player was eligible to cashout 10x of his deposit which is $1000.

Now after the player requests his withdrawal, the deposit bonus that was added to player's account by casino is adjusted from cashable balance which is $1000, that in turn leaves player with $500. The remaining $30 was removed as it was a withdrawal processing fee, which is why player is getting his winnings of $470.

Regards,

Kats Casino

Dear Kats Casino, could you please comment the player's statement about "NO RULES" bonus? Do you have such bonuses?

What was the name of the bonus that the player claimed exactly, did it require any code, and did it have any specific terms that the player could check (any specific bonus description, pop-up notification with rules applying to this very bonus)? I'd appreciate it if you could share any supporting evidence (natalia.b@casino.guru), thank you.

Natalia, player redeemed a 500% standard bonus, which comes with a 20x playthrough and 10x max cashout of the deposit the player makes.

You did not answer the question though, Yes, there is a NO RULES bonus. Its usually a smaller match percentage with little to no playthrough. But Im done and over it with this scamming casino. Ive already told everyone who plays not to play on Kats anymore due to them not honoring their payouts and taking far too long to even payout whatever amount they decide to send out. Thank you for assisting me on this matter Natalia and Casino Guru

Dear Kats Casino, I'd appreciate it if you could send me the bonus history of the player as we want to double-check that everything is done correctly from your side, since the player kept claiming they had a "no rules" bonus.

Hello Natalia,

Please share your email address with me so that I can forward the bonus history of the player with you.

Dear Kats Casino, it's natalia.b@casino.guru

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 Natalia,

Player's funds have been successfully transferred to his payout mode already.

Dear Kats Casino, would you please specify what amount you mean?

I haven't received any emails from you. Can you send it again?

The payment of $470 after deducting $30 processing fee from the amount of $500 has been transferred to player's preferred payout mode.

Dear Cruger88, can you please confirm that you have received the whole amount of $470? Previously, you mentioned getting only $400.

Dear Cruger88,

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.

It appears that the money was paid out, but without confirmation from the player about receiving it we are forced to reject this complaint.

The player can reopen this complaint anytime.