Kats Casino - Hráč si nemůže vybrat své výhry.

I signed up with a no-deposit welcome bonus. I met the wagering requirements. I was told in order to cash out, I must send in the verification documents such as my ID, a selfie with my ID and a utility bill. So I did that. Then I was told I must also deposit $35 to withdraw my winnings. I figured that makes sense as there is a $30 fee attached to the withdrawal, of which has a specific a minimum and maximum amount of $100 plus the $30 fee. So I did that. I deposited $35 of my own money,. When I try to make the withdrawal, it is denied because I have "mixed funds" in my account. Why would they tell me to deposit $35 of my own money to make a withdrawal and then tell me I cannot make a withdrawal because I made a deposit?? It makes no sense. I've tried contacting them over and over about this, and I never get an answer. Not only was I denied my winnings, I was ripped off of my own money in the process.

Hello jetblackmetal,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kats Casino. Please allow me to ask you a few more question before we would move forward.

How much did you win exactly with the bonus? Did you ever deposit before into the casino? Is your account currently still active? What did the casino say when you contacted them regarding the mixed funds issue?

Looking forward to your answer.

Regards,

Nick

After completing the wagering requirements, my balance went down to $100 since that is the minimum and maximum amount to withdraw from the bonus. So, to answer your question, I won $100.

After that, I was told to deposit an additional $35 to make the withdrawal. And yes, that was the first deposit I ever made.

Yes, my account is still active.

When I try to contact the casino about this, which I have done several times, I always get the same responses - that I cannot withdraw due to the mixed funds in my account. Or, they tell me they don't know what to tell me, and that I should come back later and talk to someone else.

Thank you, Nick.

~ Bridget

Hello jetblackmetal,

As long as the casino requested the deposit, they simply can't claim that you have mixed funds. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jetblackmetal,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Kats Casino to the conversation to participate in the resolution of this complaint.

What happens if they don't respond?

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 jetblackmetal,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter