KatsuBet Casino - Гравець не може змінити назву облікового запису для відповідності KYC.

Hello,

This casino refuses or ignores my requests through live chat and email support to change my registered

name witch was auto filled with the Google nickname Bionic Hitman.

Therefore i cannot pass KYC and withdraw any winnings because obviously the name does not match my real name on official documents.

Thank you

Dear bionic10000,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

How long have you been registered with KatsuBet Casino? Could you kindly specify when exactly you noticed that your name was filled incorrectly? When exactly did you contact customer support? What was their reply to your request to change your name? Please forward all the relevant communication between you and customer support regarding your problem to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

I'm registered at katsubet for about 45 days and noticed the name used was wrong from the start

since it was made with Google account registration. When i tried to withdraw, about 10 days ago, the

KYC was not accepted because of the name mismatch. They replied to resend documents with the

correct name. I resent the documents with an explanation for the wrong name caused by Google axxount

registration, asking them to change it. Still the documents are not processed and pending. I also

contact them with online chat and they said they would redirect the request to the correct department.

Thanks

Thank you very much, bionic10000, 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 bionic10000 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask KatsuBet Casino for their help in resolving this complaint. We would like to ask if it would be possible to assist in player's change of name for KYC?

Thank you!

Hello there,

The casino has sent new communication witch i forwarded to peter.c@casino.guru ,stating to

send a deposit proof again witch has already been uploaded. They also argue about their wagering

policy witch is 3x deposit if you refuse bonus, the deposit was 25$ so that's 75$ wagering and its already done

and recorded, they state again that i have 50$ x 3 to wager witch is false.

Thanks

Dear Casino Guru Team and bionic10000,

Thank you for bringing this matter to our attention.

We understand the importance of accurate profile information, especially when it comes to completing the KYC process and facilitating withdrawals. Addressing this issue is a priority for us, and we want to assure you of our commitment to it.

When it comes to updating profile information, we have a standard process. Our team has promptly communicated this procedure to the player, outlining the necessary steps and documentation required for the correction of the data.

We recommend that the player kindly follows the instructions provided to ensure a smooth and expedited resolution. Additionally, our customer support team is readily available to offer any further assistance or clarification needed throughout this process.

Our team hopes for your understanding and cooperation as we work to address this matter effectively.

Sincerely,

KatsuBet Casino team

The documents have already been uploaded multiple times and have been pending several

days.

Dear Casino Guru Team and bionic10000,

Thank you for your quick response!

At KatsuBet, we strive to ensure the security and integrity of our platform, which is why we have stringent verification procedures in place. Unfortunately, it seems that some necessary documents were not provided during your verification process.

We apologize for any inconvenience this may have caused. However, our team kindly asks you to provide us with the required documents so that we can proceed with the verification of your account. As soon as you provide us with your details, your account will be reviewed and updated as necessary.

We appreciate your cooperation and look forward to resolving this matter as soon as possible. If you have any further questions or require assistance, please do not hesitate to contact our support team.

Best regards,

KatsuBet Casino team

The documents have already been uploaded multiple times and have been pending several

days.

Uploaded a sreenshot of the pending documents at peter.c@casino.guru

Finally , they updated the profile info and my account KYC succeded

and the withdrawal was accepted.

Thank you very much at CasinoGuru

Dear Casino Guru Team and bionic10000,

Thank you for your reply!

Upon reviewing the issue, our team took immediate action to rectify the situation. We have successfully updated the player's profile name to ensure compliance with the KYC process. Also, the withdrawal was completely processed.

Our team appreciates the player's cooperation throughout this process, and we are committed to providing a seamless and enjoyable experience for all our users.

If there are any further concerns or questions, please do not hesitate to reach out to us.

Sincerely,

KatsuBet Casino team

Dear bionic10000,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter