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I won 100 on a bonus given to me by my casino host via a personal telephone call. I played within the rules and submitted a withdrawal request for 100. I was told via email on 5/28/24 that is was approved minus $30 fee for crypto deposit. I was told it would be deposited 7 to 10 business days from the date of the email. They requested my crypto wallet address my username the casino which I played for and my telephone number and my email address which I provided to them. When I did not receive my deposit within the 10 business days I began contacting them I was told to send the information again I sent the requested information again and since then have not heard from anybody from the casino or the banking Department. This happened the last time I played with a straight money deposit and one it took almost 3 months to get my money.

Dear ryandurkey,

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.

Could you please advise when you sent your identity documents to the casino for the last time? Have you received any response to your email with the requested documents?

Have any of your documents been approved?

When was the last time you communicated with the casino customer support?

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

My Know Your Customer documents were approved back in January and I have had one withdrawal completed back in February, although that took over 6+ weeks. No documents were requested besides my player name, email, phone number and bitcoin wallet address, submitted on 5/28 and again 6/10 per direction of in app chat support.

Thank you very much, ryandurkey, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 ryandurkey,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Kats Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hi Player,

Your host tried contacting you but wasn't able to, he then dropped a text for you to connect back with him. Please connect with us over a live chat or call so that we can help you further.

Dear ryandurkey,

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 contacted my host Peter on 6/23 and spoke with him. He told me was going to speak with the banking Department and get back to me within 24 hours with a date that they would be depositing my funds. It is now 26 and Peter has still not returned my call despite me calling again and requesting to speak with him on the 24th and 25th

Hi

As per the update shared by your host, he tried getting in touch with you but couldn't connect. As per him your phone didn't ring and he didn't get an option to leave a voicemail either. I would request you to please connect with us over a live chat or a call.

I have tried live chat and phone call on nearly 20 occasions and I keep being told to wait just a little bit longer. Peter spoke with me over chat and a live call and failed to respond with the follow through or update he promised would arrive in 24 hours.

Hi,

Thanks for waiting.

As per the update from the banking team. The withdrawal is expected to get completed within 5-7 business days.

This is the same thing I have been told for more than 4 weeks. I have no confidence that Katz will do anything the say.

Hello ryandurkey,

We would like to update you that due to Dominika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Dominika 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 Dominika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ryandurkey, have you received the payment, please?

Dear ryandurkey,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.