Kats Casino - Вилучення гравця відкладено.

Casino is giving me the run around with my withdrawal. Met the ridiculous wager requirements with hundreds left over which was dropped down to my real earnings so I decided to withdraw.($100 on 8/19). It took days to update so I played some more and got my balance to $174 and withdrew again (8/25). They are now giving me the same forwarded message stating that they can’t help me due to me being a non depositor. I’ve sent over necessary KYC documents almost 10 times and even spoke with an agent named Rose over the phone stating that they had all necessary documents and that my withdrawal would be processed within 24hrs. Casino Guru’s you helped another guy from California get his payment processed. Please! Help me lol. This is another scam casino that will delay the hell out of your winnings. First withdrawal was 8/19 but was told to request another now it’s 8/28 and still no pay.

Dear Reshaud7,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I totally understand that but the casino advertises getting your funds in up to 5 days. Furthermore the payout method is btc which can be processed in minutes not weeks.

Okay so I initially requested my cash out on the 18th of August and I’ve sent them every KYC document probably over 50 times with no response or updates. They too $74 because they said the max cash out is $100. It’s also a $30 processing fee which is ridiculous. So I’ll end up with $70 if they ever decide to pay. Seen another guy go through this same run around. I thinks it’s been 14 days now.

Thank you for keeping me updated.

Could you please send me a screenshot or a link of the bonus you used?

Have you made any successful deposits to this casino yet?

Dear Reshaud7,

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.

Sorry about the delay but I haven’t made any deposits because I’m afraid that I won’t get my money. They claim they don’t have access to non depositors. I’ve sent over necessary documents probably over 100 times and my initial withdrawal was on like the 19th of August.

Thank you. When was the last time the casino communicated with you regarding your verification? Were you requested to make a deposit to this casino?

August 29 was the last day I heard from them.

making a deposit is not mandatory however they say they don’t have full access to non depositors so they can’t help.

Thank you for your reply. As a non-depositing player, you're able to explore the casino using a free bonus. However, it’s important to note that in most cases, before you can cash out any winnings from such a bonus, the casino requires a first verification deposit. This helps them confirm your identity and ensure compliance with their policies. If you have any concerns, I encourage you to reach out to the casino's support team for clarification.

Please forward me all the communication between you and the casino regarding the verification of your account and the issue with your withdrawal to veronika.l@casino.guru.

Also, please send me the email with the promotional offer you used.

All the chats were done via there support through the app.

They never said depositing was mandatory for withdrawal only they can’t help non depositors as they can’t gain full access to the account

Please forward me the email the casino sent you after you requested your withdrawal at veronika.l@casino.guru. Thank you for your cooperation.

Could you please contact the casino's customer support via email at support@katsassist.com and ask them to confirm whether a deposit is required before your withdrawal request can be processed? As I mentioned earlier, it is common industry practice to request a verification deposit before processing a first withdrawal.

To move forward with your case, we need confirmation from the casino’s email support that no such deposit is required. This verification deposit helps to confirm your payment method and is often necessary for security purposes.

Once you have their response, we can proceed by contacting the casino representatives for further assistance.

This is what the casino has in the Bonus Terms:

Withdrawal times are calculated in business days (Monday through Friday, excluding holidays.) Upon withdrawal approval, you will be contacted to verify all personal information and confirm payout method. Players must have valid identification information in order to get paid. All standard withdrawal requests will be reviewed and approved, or denied, within 3 business days of your request. Your payment will be sent within 7 business days after approval.

Dear Reshaud7,

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’ve emailed them over 200 times and they just won’t respond for whatever reason. Deposit is not required as they asked me for verification documents which I provided over countless times only to be ignored. It’s very frustrating to say the least. The only way I can reach them is through casino chat which they quickly end the chat with the infamous we can’t help non depositors

spoke with support. In their own words, no deposit is required to withdraw welcome bonus so I don’t see the problem. It’s literally almost been 2 months

Thank you very much, Reshaud7, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Reshaud7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kats Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hi,

As I checked, the player hasn't shared the utility bill yet.

Once its done, the payout team will complete the verification procedure and proceed further.

I literally sent it like 50 times but I will send the one I sent again.

Hi,

As per the payout team, we cannot consider the utility bill shared by the player due to following reasons:

(1) Address on the document and the account are different

(2) This seems like a document created by the player and not issued by any service provider;

(3) This document does not show the services availed by the player, it’s important as they are for pre-paid services.

Thank you for the clarification Kats Casino representative.

Dear Reshaud7, would it be possible to provide the casino with a document that would match the criteria in the previous message? Thank you in advance!

Sorry, just seeing this I surely can today

Dear Reshaud7,

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.

We’ve reopened this complaint at the request of Reshaud7. We received the following message:

I’d like to reopen my complaint. I now have the necessary documentation for my withdrawal.

Dear Kats Casino representative, please keep us updated on the status of the verification. Thank you!

Hi,

Please share the utility bill over at banking@katsassistcom so that the payout team can proceed further.

Thank you all so much for reopening my case

It’s been months since my initial request I just want to thank you all for being so patient at casino gurus

i received this email from them but it’s empty.

Hi Reshaud7,

Please reply to this email by submitting your utility bill.

Okay I just did, I also sent a copy to your banking team

Please let me check with the payout team and get back to you.

Okay

Hi,

 As per the payout team you have shared AT&T bill with KY address, whereas the address on account is AL. Hence, the address(es) on the account & the bill do not match.

Thank you for the update.

Dear Kats Casino representative, would it be possible to check the postcode internally as looking it up brings up the address mentioned by the player. Thank you in advance for your cooperation!

Hi Peter,

I can share a proof for the same with you over email.

Proof for the same?

Thank you for the update Kats Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

I have emailed you the details, please check your inbox.

Thank you for the information Kats Casino representative but once again the shown postcode does not exist in the state of Alabama. Checking the specific postcode online brings up the area as provided by the player. I ask you to please change the address to the proper one given by the player as this must be a technical error. Thank you for your understanding!

Thanks casino guru for the update.

Hi Peter,

As per the payout team,  this account is considered as a "SUSPECTED FRAUD," as a FORGED document was shared by the account holder.

A forged document?

Now that everything matches and someone bigger than myself is holding you all accountable all of a sudden I’m some kind of suspected fraud. Any excuse to not pay me even after it’s been over half a year smh.

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.

Wow! Scam casino man

Dear Reshaud7, normally I would recommend you to contact the casino's regulatory body as the casino's reasoning is unwarranted and without basis but as they do not have a valid license there is nowhere to turn to. Due to this reason, I am forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 am sorry I could not be of more help on this occasion.

Best regards,

Peter