KittyCat Casino - Un jugador denuncia políticas de retiro injustas en una cuenta cerrada.

Hello, I had a problem with KittyCatCasino.

I played at this casino a long time ago (over a year ago), and even then I had a bad experience with it. I even had to personally file a complaint (here: https://lcb.org/onlinecasinobonusforum/player-complaints/kittycatcasino-withdrawal-and-verification-delay), which was resolved. At that time, this casino wasn't listed on the LCB yet.

Recently, after seeing that KittyCatCasino appeared on the LCB, and a support and complaint thread from a casino representative appeared on the forum, I decided to try playing there again.

On April 11th, I made a $25 deposit at Kittycat Casino without using any bonuses. I played exclusively slots for quite a while, and finally decided to stop when my balance was $800. I created a withdrawal request for $800. After some time, I received an email from Kittycat Casino asking me to complete verification. I submitted the documents, and on April 12th, my withdrawal was processed. But instead of $800, I only received $125.

After speaking with support, they informed me that their rules state: "The maximum amount that any player can cash out when a deposit is made is 5 times the deposit amount, whether the player redeemed any bonus or not on the deposit." This rule obviously wasn't in place at the casino before, because even judging by my previous complaint, it's clear that the last time I deposited $21, I withdrew $201.

The rule limiting payouts for direct deposits is intentionally hidden in the bonus terms section, which misleads players and violates transparency. When I made deposits without a bonus, I didn't even check the bonus terms section (why bother if I'm playing without a bonus), and of course, there was no such information in the PAYOUTS section. I asked how they pay out jackpots in this case, but they didn't answer my question. I asked where my remaining $675 was—it's real money, not bonus money—and why don't I see it in my casino balance? I'd like to make a larger deposit, wager it, and try to withdraw the remainder, according to their rules. They replied that they withdrew my remaining funds, supposedly in accordance with their rules. When I asked them to provide me with this rule, they sent me this: "If a withdrawal is requested before fulfilling the bonus requirements, the remaining bonus amount and associated winnings may be forfeited." But as you can see, this rule applies to bonus money. And I played with my net deposit, without bonuses. And no one has ever provided me with another rule confirming their words (because it doesn't exist).

Here's a screenshot of the conversation with support:

Let me remind you that previously they were withdrawing more than 5x my deposit. I didn't receive any notifications about the updated rules when I logged into the casino or even by email.

This rule (maximum withdrawal of 5x the deposit without a bonus) was intentionally placed in the "bonus rules and withdrawals" section. This rule is illegal in any jurisdiction under any license.

These two rules together constitute a scheme that places the player in a losing situation from the start:

"The maximum amount that any player can cash out when a deposit is made is 5 times the deposit amount, Whether the player redeemed any bonus or not on the deposit.

The wagering requirement when depositing with a no bonus offer is 10 times the amount deposited on slots and/or video poker and/or table games."

If their rules are applied, then depositing without a bonus, with a maximum winning limit of 5x the deposit and a wagering requirement of 10x the deposit (without the bonus!) before withdrawing.. Players are always at a disadvantage when playing with their own money, and such practices are not ok.

Moreover, in this case, jackpot games become pointless, because a player who wins the jackpot won't be able to claim it, which is a violation. (By the way, I'm going to write to the providers represented at this casino about how their slots are being used to defraud regular players.)

No reputable casino will set a 10x wagering requirement on a player's deposit without a bonus (just clear deposit). Furthermore, the casino limits player winnings to 5x their net deposit (without bonuses). This is a scam casino designed to deprive players of a chance to win.

Therefore, I would like to reopen the complaint and accuse the casino of using unfair rules.

The casino's use of these rules should be stated in the Kittycat Casino review. They should also be added even blacklisted

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Dear pznd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with KittyCatCasino. Your experience sounds incredibly frustrating, and I would like to help you get to the bottom of this matter.

To assist you further, I have a few questions that could clarify your situation:

• What specific documents did you submit for your verification?
• Did you receive any other relevant communication from the casino regarding changes to their withdrawal policies?
• Can you provide any additional evidence of your previous withdrawals that exceed the 5x deposit limit?

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,

Petra

• Passport, Proof of Address, Proof of Payment Method Ownership, and Selfie with ID documents—these are the documents I provided. Verification completed.
• No, I didn't receive any messages.
• 
  

And I remind you, at the moment they limit payouts to x5 of the NET deposit, I haven't used any bonuses - that's unthinkable.

• passport, Proof of address, Proof of payment method ownership, Selfie with ID documents - это документы, которые я предоставляла. Верификация пройдена.
• Нет, никаких сообщений не получала.
• 
  

и я напоминаю, в данный момент они ограничивают выплаты размере х5 от ЧИСТОГО депозита, я не использовала никакие бонусы - это немыслимо.

Thank you for your reply and for providing the previous details, pznd.

• Do you have any screenshots or records of the casino’s rules prior to your current complaint?
• Could you also provide your game/bonus history, if possible?
• Additionally, could you send any further evidence or communication you had with the casino that would support your case? This may include screenshots, emails, or chat records.

You can send all documents to: petra.h@casino.guru, or you may post your screenshots directly in the complaint thread.

Thank you again for your cooperation.

• I only have screenshots of the current rules.
• To provide a complete game history, I'd need over 100 screenshots... and this casino doesn't have a history download feature. Here are screenshots showing that my most recent deposits were made without using bonuses, and another screenshot with my bonus history (the last bonus I received at this casino was in 2024).

• Screenshots of the casino chat conversation are in my first message. Here's what they replied to me via email:

• У меня есть скриншоты только нынешних правил.
• Чтобы предоставить полную историю игр - мне понадобится больше 100 скриншотов... а функции выгрузки истории в этом казино нет. вот скриншоты где показано, что мои последние депозиты были без использования бонусов, еще скриншот с историей бонусов (последний бонус который я брала в этом казино был в 2024 году.)

• Скриншоты переписки с чатом казино есть в моем первом сообщении. вот еще что мне ответили на имейл:

They don't care that I played with my net deposit, without bonuses. They created rules so that players have no chance of winning at their casino.

These two rules are fraudulent:

I request that these casino rules be passed on to the appropriate employee responsible for reviews on your website for review. They must be taken into account when re-evaluating the casino. This type of fraud must be reflected in the Kittycat Casino review.

Any potential player should understand that, regardless of their net deposit, the casino rules limit their winnings to 5x their deposit. To withdraw their net deposit, players must wager 10x their net deposit. These rules violate fair play policies and are designed to collect deposits from players, as they offer virtually no chance of winning.

Им без разницы, что я играла на свой чистый депозит без бонусов. Они создали правила чтобы у игрока не было шансов выиграть в их казино.

Эти два правила мошеннические:

Я прошу передать эти правила казино, на оценку соответствующему сотруднику отвечающему за обзоры на вашем сайте. Их необходимо учесть при переоценке казино. Такое мошенничество должно быть отображено в обзоре на kittycat casino.

Любой потенциальный игрок должен видеть, что при любом его чистом депозите, правилами казино его выигрыш будет ограничен х5 от депозита. И чтобы вывести свой чистый депозит игроку необходимо отыграть х10 вейджер от своего чистого депозита. Такие правила противоречат политике честной игры и созданы намеренно для сбора депозитов у игроков, ведь с этими правилами у игроков практически нет шансов на выигрыш.

Dear pznd

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear pznd,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite KittyCat Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why there was a win limit applied on player´s real money?

Thank you in advance for providing the information.

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. 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.