Kats Casino - Зняття коштів гравця не оплачуються повністю.

Two different withdrawals, after meeting their requirements, they paid me $500 from a $1500 withdrawal and THEN I won $2500 and submitted a withdrawal. Not only have they not paid but they ignore every call and email I send!!! 9 months now and NOTHING!!! SCAM! FRAUD!

Dear Steve91195,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that your winnings have been withheld since May 2023 or they were cancelled completely?
• Which exact bonus offer did you activate and play?

If there’s any relevant communication, please forward it along with any supporting evidence to petronela.k@casino.guru.

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,

Petronela

I don't remember what the bonus was...they are pretty generous with the bonuses and now I see why! If you don't pay withdrawals then it doesn't matter how much bonus you give people!

You are correct...I have only received $500 out of $4000 requested in nearly a year!

I don't know how to do screen shots on Microsoft Edge. Here is the first email I sent after months of using their chat and calling them. I was shocked they could not even help me on the phone!!!

Here it is:

Steve M****

 From:

st****11@s*****bal.net

To:

Katsassist Support

Sun, Nov 5, 2023 at 7:03 PM

Hello-

Steve91195

I have requested a withdrawal of over $3500 and have only received $500. What is the problem? 

Hi Steve91195,

• If your account is still accessible, could you please forward a screenshot of your bonus history? I'd like to identify which exact bonus you activated back then.

Thank you.

See if you can open these up. I use Microsoft Edge and their screenshot abilities are painful. Maybe these saved!

Okay I am trying to upload the screen shots but it is not working. I am trying some other things.

Hi Steve91195,

I'm sorry but I'm unable to identify from which bonus you accumulated your winnings.

• Could you please request your full game history from the casino directly and forward it to petronela.k@casino.guru?

Thank you.

I will do that this morning. Thank you.

Dear Steve91195,

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 have requested the complete game history but they ignore anything related to trying to get paid. I will call them and do chat this morning. They are definitely ignoring my emails. Yet, I was told by Chat CSR and by Telephone CSR that the only way to resolve this was by emailing support@katsassist.com.

Hi Steve91195,

As previously mentioned, it's challenging for us to pinpoint the bonus from which you accrued your winnings, especially considering you don't recall it anymore. Please understand that with incomplete information, it's exceedingly difficult to progress with this case. Furthermore, I couldn't locate the successful withdrawal of $500 on the screenshots provided.

• Could you please also provide a screenshot of that transaction? This additional information would assist us in establishing a more detailed timeline.

Thank you.

As I mentioned before, they will not let me access my game history unless I do it piecemeal, 30 days at a time. My username and password are: stev****95 and ja*****91.

I have an picture of the CSR telling me to email support@katsassist.... they will not cooperate. I also have a photo showing where there is proof they owe me a withdrawal of the balance of the first $1500 withdrawal. Where can I attach photos? You are welcome to sign in and search history yourself.

Thank you very much, Steve91195, 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. However, I would like to warn you that it seems to be a common practice of Kats Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you Steve91195 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 why wasn't the withdrawal paid in full and what can we do to help the player receive their winnings.

Thank you!

Thank you!

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.

Ok. Thank you.

Hello Peter,

As we checked, the banking team has still not received the payout mode from the player to transfer the funds.

Once the player shares the withdrawal documents, the funds will be transferred.

Regards,

Katscasino

LOL! Ha! I should have known they would do this! They have completely ignored me and ghosted me but now...

Wow. Okay, if this really works, how can I thank you?!?

Dear Steve91195, let us know if your situation will be resolved or if you require any further assistance. Thank you in advance!

Sunday the 24th, I uploaded my license and all of my bank documents and a utility bill. It is IMPORTANT to note, this has already been done twice in order to satisfy them when I first requested a withdrawal. In fact, how did they get my $500 part of the $4000 withdrawal without my verification?

But, I follow instructions so I did it again. So odd, since then I have recived a phone call and emails trying to get me to fall for their ploy again.

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Hello Steve,

We appreciate your patience.

We'd like to request you to please submit you preferred payout mode details over at officemanager@totalgaming.biz so that our banking team can transfer the funds.

Regards,

Kats Casino

I just sent my preferred payment method and copy of my driver's license. OMG I hope this really works!

Thank you very much for the update.

Dear Steve91195, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Steve91195,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

We’ve reopened this complaint at the request of Steve91195. We received the following message:

This was not resolved. You sent me an email saying that there was a fraudulent hacker and be careful. I just got one of my bank accounts emptied so I didn't want to take a chance. THIS HAS NOT BEEN RESOLVED!!!!!!!!!!!!! KATS IS NOT PAYING AND IGNORES ANY ATTEMPT TO COLLECT. THEY SUCK! WARN YOUR FOLLOWERS! KATS DOES NOT PAY!

Dear Kats Casino representative, could you update us on the situation from your side? Thank you in advance!

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.

Hi,

Please let me look into it and update you further.

Hello,

Our payout team is still awaiting the payout mode information from the player.

Player has to send the following information to officemanager@totalgaming.biz, from email address registered with the Kats Casino:-

Bitcoin(BTC) wallet address (text/ typed format only):

Username:

Email:

Casino:

Phone number:

Dear Steve91195,

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 just submitted this information. This is the 4th or 5th time I have submitted information. This is just more delay tactics. And what is this Bitcoin crap? I did not deposit using bitcoin. I did not request a bitcoin payout. I RESUBMITTED my bank information one more time!

I suspect there will be another excuse following this. Kats knows exactly what they are doing. This is just to try and escape a bad review but they should be closed if they cannot do business honestly.

Hi,

Please allow me some time to look into this and update you further.

Hi,

As I checked, the player cancelled the withdrawal request.

Please understand that for the payout team to process the withdrawal, the withdrawal request should be in an active state. I would request the player to please request the withdrawal so that it can be processed.

I DID NOT CANCEL THE WIRTHDRAW REQUEST NOR WOULD I EVER DO SUCH A THING!!! THEY ARE LYING THROUGH THEIR TEETH! I FOLLOWED YOUR INSTRUCTIONS AND THEIRS TO THE T!!!!! WHY WOULD I CANCEL? WHAT THE HECK SENSE DOES THAT MAKE? NREAD MY RESPONSE FROM LAST WEEK! I TOLD YOU THEY WOULD LIE AGAIN!

Dear Kats Casino representative, can you provide evidence that the player canceled their withdrawal in the form of transaction history? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Hi Peter,

Sure, please allow me some time to look into this and get back to you.

Hi Peter,

I have shared the evidence with you over the email.

Thank you for providing the evidence Kats Casino representative.

Dear Steve91195, the transaction history really shows that the payment was canceled from your side, if you did not do it yourself it may have been canceled on your bank's end. It may be worth looking into different methods of withdrawal and trying again.

Please do not buy into the lies. I reversed one withdrawal because I gambled with a small leftover and increased my withdrawal to $3500 instead of $2500. KATS knows that! They are just thieves trying to cover up their crimes. They GAVE ME A PARTIAL WITHDRAWAL! THAT PROVES THEY KNOW THEY OWE IT! And, the bank might have canceled the withdrawal deposit? Are you kidding? My bank has NEVER stopped a deposit in over two decades. Lying, cheating, thieves. These guys are crooks! Stop treating them with kid gloves. They are manipulating you. They are evil crooks!

Dear Steve91195, I understand your frustration but I am simply reviewing the evidence I was provided that supports the casino's claim. If you're unhappy with the resolution we can always close the complaint. I am sorry I can't be of more help on this occasion.

Then SHOW ME THE EVIDENCE! If it is real, then show it to me. You are not very good at your job if you take their word for it. Do you really think I would spend a year of my life with this crap if I was just making a mistake? Show me the proof that I cancelled my withdrawal. If that is the case, the money should still be in my account so I can go withdraw again.

Dear Steve91195, I understand your point of view and would like to provide you with more information, but due to policies that casinos, as well as our company, must follow, such information cannot be shared. The casino has cooperated in this matter and I assure you that the information provided was truthful and reviewed properly. I am sorry I can't be of more help on this occasion.

Well, what a worthless waste of time you turned out to be! You actually took the side of the corrupt, crook rather than the little guy. Yes, this world needs more of that! Not! You are as corrupt as the casino itself.

Hello Steve91195,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

You guys are on the take. I do not trust you anymore. I suggest everyone on this site expecting you to stand up for gamblers and not let them get screwed by wealthy casinos. You have ruined your reputation in my eyes.

Dear Steve91195, I apologize for the delayed response. I chose to reevaluate your complaint. I shall review all the information again and get back to you soon. Thank you in advance for your patience!

Dear Kats Casino representative, would it be possible to provide me with some information regarding the player's account? I would appreciate it if you could provide me with the player's current funds on the account, betting history, and transaction history during the complaint period. (starting 3.2.2024) You can forward all information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you. If they would just quit lying and admit they are purposefully trying to avoid paying me, I would settle for about half of what they owe- $1500. Just stop lying!!!!!

Hi Peter,

I have already shared the proof with your previously.

They are lying. Period. They know it. They lied to me before I got to Casino.Guru and they will continue to lie to you. They can do whatever they want with the numbers. They absolutely are lying and they owe me money and they know it! Screw them.

PEOPLE, DO NOT FOR ANY REASON SPEND A DIME ON KATZ CASINO AS THEY WILL STEAL FROM YOU. YOU WILL BE FINE AS LONG AS YOU DON'T WIN.

Dear Steve91195, unfortunately, I can't be of assistance here and I am forced this complaint as uncertain case.  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