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.