Kats Casino - Вилучення гравця було відкладено та відхилено.

This is my last email to them

Ok so I deposited  and was told I get free spins after the deposit well I didn't so I asked the chat about it, they gave me a $200 chip. I played through the $4000 wagering for it. (unbelievable) so you then turned me down on a withdraw, fine said I used to many bonuses in a row, which I didn't just the one you gave me. so I play dit down and then joined a tournament i won $100 so I was under the understanding that you could cash out $100 once you played the 1x through. so i did then you turned down my withdraw again, ok so now I deposit  and with only using that amount I won over $3000  I never went under that deposit amount I won a jackpot and much more. you again turn down my withdraw. Ok fine so now I won a tournament again $100 so you do owe me the $100, plus so much more.  I have had trouble with a withdrawal before it took you 3 months to pay me. 

They do not answer me and just say they ow nothing that is a mix of bonus and deposit All money was won after I deposited even though they didn't pay me out for wagering all the amount that was needed on the bonus

Dear buget6315,

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

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

• Do I understand correctly the casino confiscated your winnings due to multiple free deposits redeemed by you consecutively?
• Could you please share screenshots of your deposit history and bonus history?
• If the records of your participation in casino tournaments are recorded, please share those as well.
• Could you please share with me your communication with the casino regarding the allegations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Thanks for the provided information.

Do I understand correctly you deposited 35 USD on February 2nd? What was your balance before you made a deposit? Did you have any bonus active at that time?

Which of these records represents the 200 USD free chip?

If you deposited on top of the bonus balance while a new bonus is credited this might result in a mixing of funds. Unfortunately in such situations, we are unable to help.

Please let me know more details and the timeline of your activity before your deposit and afterward.

I had the $200 chip bonus before I deposited. i played through that wagering Of $4000 for that chip. they refused my withdraw I then deposited and did not use a bonus with this deposit . a thats when i won the $2000 jackpot etc. I had several bonuses before I deposited

Dear buget6315,

I apologize for not replying earlier.

Do you have access to your player's account could you please share screenshots from your deposit history?

Could you please share screenshots from your bonus history found in your player's profile?

I apologize for the inconvenience.

02/04/2025 11:46 PMCoupon Reversal Withdrawal Approved!-$677.

1902/04/2025 11:46 PMCoupon Reversal Withdrawal Requested-$677.

1902/03/2025 03:59 PMCoupon redeemed$200.0002

/03/2025 03:59 PMCoupon requested02/03/2025 03:57

PMCoupon declined02/03/2025 03:57

PMCoupon 'DAILY25' requested02/03/2025 03:53

PMCoupon declined02/03/2025 03:53

PMCoupon 'DAILY25' requested02/02/2025 08:05

PMSlot Tournaments Deposit Approved!$100.

02/02/2025 08:05 PMSlot Tournaments Deposit Requested$100.

02/02/2025 02:55 PMCoupon 'CSFC100' redeemed$100

.02/02/2025 02:55 PMCoupon 'CSFC100' requested

02/02/2025 12:59 PMCoupon declined

02/02/2025 12:59 PMCoupon 'JULIA100' requested

02/02/2025 10:04 AMCoupon 'CSFC100' redeemed$100.00

02/02/2025 10:04 AMCoupon 'CSFC100' requested

02/02/2025 10:00 AMCoupon decline

02/02/2025 10:00 AMCoupon 'DAILY25' requested

02/01/2025 09:33 PMSlot Tournaments Withdrawal Approved!-$5.00

02/01/2025 09:33 PMSlot Tournaments Withdrawal Requested-$5.00

02/01/2025 09:31 PMSlot Tournaments Withdrawal Approved!-$2.00

02/01/2025 09:31 PMSlot Tournaments Withdrawal Requested-$2.00

02/01/2025 08:05 PMSlot Tournaments Deposit Approved!$100.00

02/01/2025 08:05 PMSlot Tournaments Deposit Requested$100.00

02/01/2025 05:35 PMSlot Tournaments Withdrawal Approved!-$5.00

02/01/2025 05:35 PMSlot Tournaments Withdrawal Requested-$5.00

02/01/2025 05:16 PMCredit Card Deposit Approved!$35.00

02/01/2025 05:16 PMCredit Card Deposit Requested$35.00

01/27/2025 08:31 AMCoupon redeemed$100.00

01/27/2025 08:31 AMCoupon requested

01/26/2025 02:47 PMCoupon redeemed$100.00

01/26/2025 02:47 PMCoupon requested

01/24/2025 08:49 AMCoupon declined

01/24/2025 08:49 AMCoupon 'DAILY25' requested

01/23/2025 05:42 PMCoupon declined

01/23/2025 05:42 PMCoupon 'DAILY25' requested

01/23/2025 09:03 AMCoupon declined

01/23/2025 09:03 AMCoupon 'DAILY25' requeste

d01/22/2025 06:58 PMCoupon 'JULIA100' redeemed

Thanks for your reply.

I am sorry but I'll need the information in the form of screenshots both of your deposits and bonuses so that the website is visible, kindly supply the evidence as best as you can to my email at tomas@casino.guru

Dear buget6315,

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.

Tomas I sent you the info to your email the day you asked

I will send again let me know today when you get it

I am sending another email incase you dont get the last one

Thank you very much, buget6315, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 buget6315,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Kats Casino representative to join this conversation and participate in resolving this complaint.

Dear Kats Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hi Stefan,

As I am able to check, player's payout was cancelled due to mixed funding. Player mixed two different funds, which as per the bonus terms of the casino makes the player ineligible for withdrawal.

Dear Kats,

Thank you for your response and the information provided.

Do I understand the situation correctly that the player hasn't finished the bonus wagering and tried to withdraw the real and bonus balance at the same time?

I'll be awaiting your reply.

no I finished the bonus wagering i then won a tournament for $100 they then said I was mixing bonuses. I played them down and deposited then won $2000 jackpot I was unable to cash out after the bonus I used and finished teh wagering, then I was unable to cash out the $100 for the win on the tournament and I was refused the $2000 jackpot won after depositing

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.