Kats Casino - El retiro del jugador se retrasó debido a la verificación de documentos.

I deposited $30. I played and win $450. I went to cash in my winnings and they gave me a list of documents they needed pictures of. I sent these pictures at least 5 times. They kept saying they need clearer pictures. Now they say they need pictures of my id and card again. Ive called and emailed at least 50 times and all they do is say the banking department is working on it and to give them more time. It has been a month. This is a total scam. I dont know what to do about it.

Dear bridp1980,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

I have sent the proof of address,both sides of my iowa id, both sides of debit card, a selfie holding my id, and i sent my bitcoin address. I sent all if these again tonight.

Have you gotten any response

Thank you very much for your reply, bridp1980. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have called at least 3 times a day emailed every other day and used their online support chat once a day. I get the same run around whether talking on the phone or on the live support. Nothing nut the same insincere apologies, please give it 24 to 48hrs, they say we have escalated the transaction, been told to email the banking dept or just been disconnected. I have gotten no emails, or a difinitive answer as to wth is going on. Ive asked for a supervisor but they are always there on the next shift to call back later. Im gonna call and email and live chat these scammers until they either pay me or put a no contact on me simply because of the principle lol.. this place is just stealing from people. Its nothing but a run around to wear people out until they give up. Im not that guy.

Thank you very much, bridp1980, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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.  

Hello bridp1980,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Kats Casino,

Could you possibly provide additional information regarding the delayed verification and clarify the situation?

Thank you in advance.

Respectfully,

Michal

According to our records, this player was paid on 22nd of February. We encourage them to check with their account rep to get the hash (BTC payment).

Dear bridp1980,

Could you comment on the situation? Have you received any payment on 22nd of February?

Dear bridp1980,

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.