KatsuBet Casino - Hráčský účet byl uzamčen a výhry zabaveny.

Made several deposits totalling over $1000. Finally got a win for over $2000 and submitted a withdrawal request. My withdrawal was denied pending KYC. I submitted my documents, and then they locked my account without any email or message explaining why or how to get my money out. That was 3 days ago and no response by email from katsubet. I am unable to log into my account at all

Dear Rjbets,

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. 

• Could you please advise how long ago you registered your account? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it 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

My account was registered the same day as all the deposits and withdrawal. 3-4 days ago. I was exclusively playing slots and lost almost every bet, then won the $2000 on a single bonus. I was not playing with any deposit bonus of any kind and there was no wagering on my account funds.

Thank you very much, Rjbets, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, Rjbets!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Casino Guru Team and Rjbets,

Thank you for bringing this matter to our attention. We apologize for any inconvenience and frustration caused by this situation and would like to address these concerns.

As a licensed and fair casino, the withdrawal request initiated by the player was processed successfully following the necessary additional investigation by our relevant department. The payout of the winnings has been completed in full, and the player can expect the funds to appear in their wallet shortly. The additional time taken was due to the required thorough review to ensure compliance with our internal policies and regulatory standards.

Regarding the closure of the player's account, it was closed per our administration's decision. This action was taken in accordance with our Terms and Conditions, which state that the Casino reserves the right to close a player account and refund the balance, subject to relevant withdrawal charges, at the Casino’s absolute discretion and without any obligation to state a reason or give prior notice. The player agreed to these terms upon registration. You can review this clause on our site by the following link: https://www.katsubet.com/terms-and-conditions. Additionally, for your convenience, here is a screenshot of the relevant rule: https://prnt.sc/_XAlqV4mzabl.

Considering the aforementioned information and explanations, we consider this issue to be resolved.

We appreciate your understanding and hope to have the opportunity to serve you better in the future. If you have any further questions or require additional assistance, please do not hesitate to contact our support team.

Best regards,

KatsuBet Casino team

KatsuBet Casino team, thank you for your response!

Rjbets, please, let us know when you will receive your funds!

Dear Rjbets,

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.