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Despite repeated requests, the casino never processes the requested withdrawal. I deposited $50 and received $225 bonus funds. After completing wagering requirement, on 6 March 2024, I requested a withdrawal in the amount of $420.32 and expect the approved withdrawal amount to be $195.

On 10 March I was asked and provided pics of my bank card.

On 18 March, the casino charged a $30 processing fee for my requested withdrawal but did not process a withdrawal.

On 23 March, I contacted customer support for update.  Customer support asked for re-submission of payment info and promised to waive processing fee for bitcoin deposit.  I provided payment info same day it was requested. 

On 3 April, I contacted customer support for update.  Customer support again confirmed withdrawal team is working my withdrawal request but would not provide any time estimate for withdrawal completion. 

On 15 April, I sent email to customer support requesting status update.  Casino acknowledge receipt of support request and assigned Support Ticket Opened #480816.

On 17 May, I contacted live chat support for a status update.  Casino stated the withdrawal was being processed and to allow additional time.

Any assistance you can provide to prompt the casino to process my withdrawal would be appreciated.

Best Regards,

Chris

Dear Supernova7370,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino already processed your withdrawal request? When was it processed according to the casino?
• Is there any record of the withdrawal being processed in your transaction history?
• Have you been advised what is causing the delay? Is it an internal casino system issue, or it’s related to your account only?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Tomas, per your request I emailed you additional information of communications with the casino. I cannot access my withdrawal transaction in my casino account because the site limits records to the last 30 days. My bank statement reflects the $29.99 the casino's withdrawal charge on 18 March which occurred after the casino approved my withdrawal. The casino has never stated that they have transmitted a payment to me. The casino for over month has described my withdrawal as being under review by the finance department. What I have been told repeatedly is that my payment will eventually be processed at some time in the future. However, the casino will never provide any estimated time estimate for when this would occur. Sincerely, Chris

Thank you very much, Supernova7370, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Supernova7370, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Kats Casino representative to join this conversation. 

Dear Kats Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello,

We apologize for the inconvenience.

The withdrawal is expected to be completed in the next 3-5 working days.

Regards,

Kats Casino

Thank you Kats Casino for your reply.

Dear Supernova7370, 

can you please let us know when your funds arrive?

Hi,

As per the update from the banking team, the withdrawal has been completed.

I requested a withdrawal of $420.32. Yesterday, my casino account transaction history was updated and now reflects an approved withdrawal amount of $275. There is also another transaction in the account history which denies payment in the amount of $145.32 which I think reflects the deduction of bonus funds from the promo. These entries match my requested withdrawal. However, I still may have an unresolved concern regarding the charging of a second withdrawal processing fee.

Today, I my bitcoin wallet received a a bitcoin payment in the amount of $240.26. I believe the difference between the received amount and the approved payment of $275 is due to a of $34.74 processing charge. As noted in my detailed chronology, I was previously charged a $30 processing fee for my withdrawal request which was never processed. I should not be charged two processing fees for a single withdrawal.

The casino's recent action resolves my concern about the delayed withdrawal but may create a new problem of being charged two withdrawal processing fees for the same withdrawal. I do not know if the casino has somehow offset the second processing amount by reducing the deduction for the bonus fees. You need a degree in forensic accounting to decipher the casino's cryptic actions.

Best Regards, Chris

Dear Supernova7370, 

thank you for the update.

Dear Kats Casino,

could you please verify whether the processing fee was charged twice?

Katarina, Thanks for asking the casino to explain why my $29.99 processing fee charged in March was not refunded since no withdrawal was ever processed. I just emailed you supporting documents related to the March charge and the recent delayed withdrawal which appears to reflect another processing fee. The email was sent to katarina.d@casino.guru

Respectfully, Chris

Dear Supernova7370, 

I have received your email. I am still waiting for the casino to reply.

Hello,

A payment of $275 - $30 (processing fee) = $245 was made to player's selected payout mode.

Katarina, the casino's response confirms my concern that I was charged a $30 processing fee twice for the same withdrawal request. The casino notes a $30 processing was deducted from the recently approved payment amount. However, the same $30 processing fee was already billed earlier to my bitcoin account back in March when the same requested withdrawal was first approved by the casino. So I've been charged a total of $60 for processing the same withdrawal which the casino took two months to process. The casino should provide a $30 refund for one of the duplicate processing charges. Respectfully, Chris

Dear Supernova7370, 

thanks for the update.

Dear Kats Casino,

you are correct. Supernova7370 has received his winnings. However, there was one more charge from March 18th, for $29.99. Can you please verify whether the processing fee was charged twice for the same withdrawal request?

Hi,

As I checked, the withdrawal processing fee was only charged once.

Katarina,

I just sent supporting info in a separate email to you.

I've discussed the first $30 processing charge with casino customer support personnel multiple times before my withdrawal was finally processed.  I was told repeatedly that the withdrawal would eventually be processed and also that a waiver would be approved for any new processing charge. 

It was hard to tell whether the processing fee was applied at the same time the withdrawal was processed. However, the casino confirmed a $30 deduction was removed from the approved payment amount.

There's never been any question about the first $30 charge.

Best Regards, 

Chris

Katarina, Sorry for the additional input. I also wanted to point out the fact that because I am a new player to this casino, I have only ever had one withdrawal request for this casino to process. I do not have any pending withdrawal requests or remaining balance in my casino account to withdraw. If I there is only one completed withdrawal transaction and no pending withdrawal requests to be processed, there is no valid justification for the casino to charge two separate $30 withdrawal processing fees. Best regards, Chris

Dear Supernova7370, 

Hope you are doing well. I would like to inform you that I am still communicating with casino outside this thread regarding the extra charge. I will inform you as soon as I have any news.

Hi,

As I checked, player requested a withdrawal of $275, and received a payout of $245 after adjusting the processing fee of $30, if the processing fee was charged twice player would've only received $215.

Hope this helps.

Dear Kats Casino,

thanks for the reply. However, as we already mentioned multiple times, we are questioning the charge from March 18th. Can you justify that charge, please?

Katarina, the $30 fee is adjusted before transferring the funds to the player, we do not deduct it from player's end.

There is no record of $29.99 being credited on our end.

Dear Kats Casino,

thank you for your reply.

Dear Supernova7370, 

will you be able to provide screenshots of your transaction history from the time of the withdrawal charge in question, in you casino player's account, please?

Katarina, today I checked with Coinbase and they let me know that the $29.99 charge was not related to Kats Casino withdrawal. Coinbase has also refunded this charge. This unknown $29.99 processing charge is now resolved.

The fact that this 18 March Coinbase charge matched Kats Casino's $30 processing charge and was billed shortly after the casino first approved my bitcoin withdrawal was just a coincidence. I also want to point out that the casino support agents contributed to the confusion about this fee. Soon after I received the March 18 charge I asked the casino customer support agents to explain this charge because the withdrawal was not processed. Customer support agents acknowledged the fee but I was told not to worry because the casino would not charge a second fee. I now think the support agents didn't make any effort to determine whether there was a March processing fee was charged or not. They just wanted me to wait. It would have been much more helpful if they had said in March that the casino had not charged a fee. I could then have immediately resolved the issue with Coinbase in March.

Sorry the communication with the casino about this withdrawal was so garbled. Thanks again for your help to clarify my transaction. My Kats Casino withdrawal is fully resolved.

Best Regards,

Chris

Thank you, Supernova7370, for confirming and for using the Casino Guru complaint resolution center. I’m very happy you have received your funds and even happier we resolved the question about the extra charge. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina