Kats Casino - Las ganancias del jugador fueron retenidas.

Refusing to pay out player winnings the casino is trying to cheat them by using insubstantial excuses or even canceling withdrawal requests. be wary of fraudulent casinos like Kats. I was playing kats casino a representative of kats called me said wanted to add a promotion on my account i just needed to have less funds. So I hurried lost the $12 I had 100 was added to my account i was up $424 when I hit the playthrough $324 was automatically removed then I tried to cash out the $100 i had one because now that I let the agent apply a bonus I could only cashout 100. Waited 5 days called Kats the agent told me I couldn't cash out because 2 bonuses were applied back to back the first one was a deposit bonus. I did not cash out so should be able to cashout regardless the agent called me its a complete scam do not play this casino. They also say bitclin is free to withdrawal but charge $30 fee. Plag silveroak casino but BEWARE KATS IS A FRADULANT CASINO.

Dear robinsonmindy80,

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. 

How did the casino inform you about the bonus in their communication to you?

Have you tried to ask the casino to refund you the withdrawal fees?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear robinsonmindy80,

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.

I was playing on a deposit bonus when a customer service representative from Kats casino called me said that he could add my balance back to $100 if I played down to under $1 so I played the remaining $16 quickly to get the $100 not realizing it was a scam. The agent did not say this would prevent me from cashing out. When I hit the playthrough $329 was removed my balance was dropped to $100 it was at that point I learned my withdraw limit was also set to max at $100. This is the first time I have requested a withdraw with Kats casino so I have not cashed out any bonus and I have made cash deposit. If this is a rule why have a representative call and apply the funds? That seems a little sketchy. At most casinos if you add try to add a coupon back to back it will say deposit required. If I wasn't going to be able to withdraw the $100 then why did the casino remove the $329 when I reached playthrough. Last thing needs to be looked at they say no fees to withdraw winnings but that is not true they charge $30 for bitcoin. I just want this casino to deposit my $100 as they took the other 329 of my winnings and justify it by saying played 2 bonuses in a row but fail to mention previous bonus was part of a cash deposit bonus and that the casino called me on the phone and offered me this bonus. I have requested my withdraw about 5 times now and after about 48hrs 100is on my account but I am not playing it I am waiting for the casino to do the right thing.

Yes I ha e contacted the casino the women was extremely rude. I also read Kats terms of service and I did nothing wrong for them to refuse to pay. I in no way defrauded the casino. I have continued to request $100 withdraw and in couple days see 100 is back on my account no explanation. I was only told they were refusing my withdraw when I called. I know they have the right to change terms as they please but I just want to warn others to not play at this casino this is fraud in my eyes. They should have to have a legitimate reason to not payout and this is not in the terms of service. So silly over $100 but really my winnings were $429 they took $329 so left $100 that I could withdraw. How do I get the casino to payout the $100.

Thanks for the explanation.

Could you please send me the communication you received from the casino representative about adding the bonus to your account? Post screenshots here or alternatively send me the screenshots or the chat transcript to my email at tomas@casino.guru

I'll await your reply.

Dear robinsonmindy80,

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.

Thomas i sent email with the information you requested but I will post the information. You can see the agents call on my call log with time bonus was added. My phone is MST to help avoid confusion.

Last withdrawl was submitted on 08/08/2023 does not show declined or canceled and money is no longer showing on my account.

Thanks for the detailed explanation and thank you very much, robinsonmindy80, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 robinsonmindy80,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Kats Casino to join the conversation and participate in the resolution of this complaint.

Dear Kats Casino,

Can you please provide further insight into the reason for the confiscation of the player's winnings?

Kind regards,

Adam

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 Casino Guru Team,

We have conducted a thorough review of the account and the claims put forth by the player. It has been determined that the player did not adhere to the rules governing the use of Free chip Codes, specifically the requirement of making a deposit in-between redeeming two such codes.

As a result of this non-compliance, the player is not eligible for a cashout. Additionally, the player has alleged being instructed to play off and Bring the current Balance down to 0 in order to receive another cashable Free chip. However, our audit of the interaction between the player and Host (Victor) reveals that Victor encouraged the player to wager, promising the possibility of withdrawing up to $100 upon completing the wagering requirement associated with the current Free chip.

It is evident from this audit that the player was not informed of the possibility of receiving another Cashable free chip. 

we are committed to upholding fairness and impartiality in our treatment of players at Kats Casino.

Best Regards,

VIP Team

Kats Casino

Thank you for your response Kats Casino.

Could I ask you to please provide us with supporting evidence of the player's use of multiple free chips and also the interaction mentioned? All relevant information can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

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.

Thank you for the evidence supplied, Kats Casino.

Dear robinsonmindy80,

I have received an audio recording of the call you had with your VIP manager. In this call, you mention that you had already lost your $100, and the additional $100 you got - would this be the deposit bonus or a free chip?

The VIP manager then tells you that you currently have a balance of $29 dollars and that there is still the chance of withdrawing $100. At no point in the call is there mention of a free bonus or that you should play down your balance in order to obtain another chip, so are you able to please clarify how much you deposited and which bonuses were played, including the deposit bonus and any following free chips? It is unclear from the screenshots provided as there is mention of multiple coupons.

Kind regards,

Adam

Dear robinsonmindy80,

Please respond to my previous post. I will extend the timer for a further 7 days. If there is no response from you within that time, the complaint will be rejected.

Kind regards,

Adam

Dear robinsonmindy80,

As there has been no further response from you, the complaint will be rejected as previously mentioned.

Kind regards,

Adam