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Kahuna Casino - Delayed payment of $4,000

RESOLVED
Complaint Info
Disputed casino Kahuna Casino
Reason Delayed payment
Amount $ 4000
Zidarich Victoria
Posted on March 30, 2020

I made 2 withdrawals of $2000 each via wire transfer on March 16th and 17th, amounting to $4000 as that is my limit as i am a VIP member. I still have not recieved any funds although i have been told it has been processed. I have contacted my bank and they have advised me there are no pending transactions.

I would like my winnings paid to me Immediately! I have been also told by Kahuna that visa card withdrawals are no longer allowed due to my bank blocking the payments..again i contacted my bank and this is not the case. It is also still an option of withdrawal on Kahunas site?Everything i get told seems to be a lie or deliberately misinforming me to delay my withdrawals that i am entitled too! I just want my winnings.

Posted on March 30, 2020

Hello Zidarich,
thanks for your message!

This has been discussed with you by our VIP manager in the last days and he actually sent you the proof of transfer from our side yesterday.

The funds have been sent successfully so in all likelihood your bank has them in their possession and will make the credit on your account this week. We advise that you wait for another few days for this credit.

We will ask Finance to contact the bank to check again but they told us that the transfer appeared to have been successful.

In the meantime you have already received another payout via cryptocurrencies that you confirmed receiving so we suggest you ask for future withdrawals through this method.

Thanks!
Kahuna Casino Manager

Zidarich Victoria
Posted on March 30, 2020

I Defininetly have recieved my crypto withdrawal,
As mentioned by Kahuna, my VIP manager has explained the situation r.e wire transfer and has been nothing but genuine and sincere in resolving my issue, (brilliant customer service and credit to him).
Although I have not yet recieved the funds via wire transfer yet..i do have full faith in VIP manager to resolve this issue.. and will continue withdrawing via crypto. I Would like to close this complaint for now..as i believe the issue to be resolved and have full trust in the VIP manager who i am dealing with.
Thanks askgamblers for also giving me as a punter a platform to voice my problems, i hope i wont have to make another one! 🤣
Regards,
zidarich
Please close the complaint, thanks

AskGamblers
Posted on March 30, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We would also like to use the occasion and remind you to contact our team and request the reopening of a complaint in case something goes wrong with your payment.

We thank both parties for their assistance during the complaint process.

AskGamblers
Posted on April 13, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Zidarich Victoria
Posted on April 13, 2020

Hi,

I'm having to submit another complaint regarding the same issue as it's been a week and i still have not recieved the funds nor have they been credited back to my Kahuna account.

I made 2 wire transfer withdrawals, 1 on the 16th March and one on the 17th March for $2000AUD each. Amounting to $4000AUD all up.

Its been over 15 business days and i still haven't recieved the funds. I have explained that my bank does not accept transfers in Euros, I've provided a bank statement..and been advised by my bank that they have bounced back the funds. I would like my funds to be credited back to my Kahuna account and i will withdraw via another method. I would really like this issue to be resolved as quickly as possible.

Thanks

Posted on April 16, 2020

Hello Zidarich,
our apologies about the delay.
We are still waiting for the funds to be sent back by your bank, if they did indeed send it back, and for our bank to process this.
We wired the requested amount as per normal procedures and if your bank refused it, we now need to wait for this retrieval.
Once we receive them, your account will be credited and of course we will notify you of the same.
In the meantime we invite you to request future withdrawals through cryptocurrencies as in this case there is no bank which can take the absurd decision to refuse incoming funds.
Thank you for your patience,
Best regards,
Kahuna Casino Manager

AskGamblers
Posted on April 20, 2020

Dear @Zidarich,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Zidarich Victoria
Posted on April 20, 2020

I still haven't recieved word from Kahuna casino or any refund into my account.
I would like my winnings.

Posted on April 21, 2020

Hello Zidarich,
thank you for your message!

As of today, we have not received any funds back.

We are in communication with our bank to trace the funds but in all likelihood your bank still has it in their possession.

We will update you when and if our bank confirms that the funds have been returned.

cheers!

Kahuna Casino manager

Posted on April 21, 2020

Hello @Askgamblers Team,

the finance department has confirmed that we have not received any returned funds.

We have now forwarded the SWIFT transfer documents to the player. (i.e. the various banking system codes that he can give to his bank to trace the funds)

As the funds have been sent to the player and have not been returned, his bank must have them, and the player should be able to receive his money from them.

Best regards,
Kahuna Casino Manager

Zidarich Victoria
Posted on April 21, 2020

I have spoken to my bank and they have no funds nor have they had any pending, as explained to my Vip manager that transfers in Euros are aren't accepted by my bank and are automatically bounced back.. (if they were to have been sent in first place).
SWIFT codes aren't a tracking number.
My bank cannot track funds sent from an external bank with a swift code. I have provided a bank statement twice. i would just like my money, this is ridiculous.

Posted on April 21, 2020

Hello Zidarich,

we have not provided you with bank statements, we have provided you with SWIFT documentation that contains all the bank jargon and bank system IDs that your bank can use.

They have the funds, we have not received them back.

The player must contact his bank with the SWIFT documents.

@Askgamblers team, we can submit this proof that the funds have been sent to the player to close the case. There is nothing more we can do on our end as the funds have been sent, we provided the SWIFT documents to the player and it is now down to his bank to assist him, the money is with them. Please advise on how to share it with you.

Thanks
Kahuna Casino Manager

Zidarich Victoria
Posted on April 23, 2020

My bank does not trace funds that they havent recieved. This matter is not resolved.

Posted on April 23, 2020

Hello Zidarich,
as we have explained to you by email, these SWIFT documents clearly show that the funds have been sent to your bank.
You have told us the bank to sent to, we have sent the funds to this bank, we have sent you the international banking system (SWIFT) documents that proves it and that your own bank must use to trace the funds.
If your bank reads these documents, they will see that the funds have been sent to them and they can see the SWIFT transaction IDs to fund the money that was sent to them.
So I suggest that you contact the international payments department of your bank or someone else in charge because the person that you are interacting with does not seem well informed.
Reading the email it seems that they have not even looked at the SWIFT documents as they state all the details that she asks about...
@Askgamblers, we will be sending you the documents mentioned in this thread
Best regards,
Kahuna Casino Manager

Zidarich Victoria
Posted on April 26, 2020

Nothing is resolved. I have not been payed my withdrawal this has nothing to do with my bank my bank has stated NUMEROUS times that the sending bank are the ones that can track the payment.
"heres a form that proves we sent the money" now go and work it out yourself is pretty much what your saying.
My bank statements PROVE i haven't recieved the money! and until my bank statement says i revieved $4000 or my kahuna account is refunded $4000, this matter is NOT resolved.

Posted on April 26, 2020

Hello Zidarich,

As has been explained to you multiple times in our email conversations, these documents are not "forms". They are the official trackers inside the SWIFT system. The various codes in the document are what your bank must use to find the money in their system if the credit is not automatic.
The money has been sent to your bank, which is ING.
It was sent through their normal intermediary bank, which is ING Belgium.
The money is completely out of our control at this point and there is nothing we can track...
The money is at ING, your own bank, and you need to contact them about it. We suggest that you give them the SWIFT documents that we have provided and that will allow them to find the funds in their own system.
Best regards,
Kahuna Casino Manager.

Zidarich Victoria
Posted on April 28, 2020

Issue is NOT resolved. Kahuna are tracking down my funds, and also another missing payment.

Posted on May 2, 2020

Hello,
the other missing payment was a misunderstanding. The player had actually received it properly via bitcoin.
Regarding the wire transfer tracing, we are still waiting for updates from the bank.
We will post updates when we get them,
best regards,
Kahuna Casino Team

Zidarich Victoria
Posted on May 5, 2020

Issue is not resolved. Still waiting for funds to be refunded into my kahuna account.

Posted on May 8, 2020

Hello,
an update about the case:

the player's bank (ING) finally sent us back the first $2000 that we had wired and that they refused to credit to his bank account.

We have credited back this $2000 to the player's account so he can withdraw it through cryptocurrencies.

The second $2000 in question in this complaint was originally sent a few days later. We therefore assume that ING will sent it back as well in a few days.

We will provide another update when we have received that second amount too.

Cheers!

Kahuna Casino Team

AskGamblers
Posted on May 12, 2020

Dear @Zidarich,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

AskGamblers
Posted on May 15, 2020

Dear all,

Due to technical issue, the player is not able to respond within the given timeframe, therefore we are using this occasion to extend the time, until the issue is fixed.

Zidarich Victoria
Posted on May 16, 2020

Hi,
Issue is not resolved.
Still waiting on $2000.

Posted on May 18, 2020

Hello,
We have so far not received the other $2000 that the player's bank never credited to him.
We are still waiting for that money to be sent back to us.
Once it is received we will be able to credit it to the player and he will be able to withdraw it in Cryptocurrency like the other withdrawals he has done recently.
We will update this thread once the money is received,
best regards,
The Kahuna Casino Team

Zidarich Victoria
Posted on May 20, 2020

Isssue is still NOT resolved. Over 2 months now. I have recieved $2000 refunded into Kahuna account now i am waiting for the other $2000 to be refunded.
Would like this issue resolved asap.

Posted on May 22, 2020

Hello Zidarich,
as you know the issue is that your bank refused the incoming funds that we sent.
You have received the proof that the money was sent and confirmed that it is your bank that has refused the money.
We have received the first withdrawal back from them a few weeks ago and already credited it to you and you withdrew that already.
The last $2000 was still not sent back by your bank so we cannot credit it.
These delays are your bank's responsibility and unfortunately out of our hands. We would also like to resolve it ASAP but there is nothing we can do until your bank actually sends back the money.
Best regards,
Kahuna Casino Manager

Zidarich Victoria
Posted on May 25, 2020

Issue still NOT resolved. I'm STILL waiting for the other $2000 to be refunded although they've already refunded $2000 but claim they havent recieved the other half?
Fix the issue Kahuna. First said you couldnt track the money? Then you all of a sudden you could? Now your waiting?
Please 🤣
Just refund me my money so we can be done with this.

Posted on May 26, 2020

Hello Zidarich,
as you well know, in the time since you have placed this complaint, we have paid you out more withdrawals, including the money that we already got back from your bank.

We are not making you wait for this other $2000 for fun or to be annoying...

It is very unfortunate that your bank refuse the incoming money and that was entirely out of our control.

Now we have to wait for this money to come back to us before we can credit it to your account.

To answer your points:
There is nothing we can fix. The issue was with your own bank and now we can only wait for them to send back the money.

We indeed could not track the money.
When a bank sends money to another bank by the SWIFT system, it gets a confirmation that the money was sent and by what route. It does not get confirmation that the end user of the other bank received the money or where the money is.

As your bank refused it, the first money was sent back to us. Once it was received, we have credited it back to you.

According to you, they have not credited the other amount either. Most likely they refused too but so far we have not gotten it back. Now we need to wait for it to be credited back to us.

The issue was with your bank, not ours and we are doing everything we can to help you. When things are in our control, such as paying you out when the money was received, we have done it immediately. We do not control the actions of your own bank though and right now we are waiting on them to send back the money.

Best regards,
Kahuna Casino Manager

AskGamblers
Posted on May 29, 2020

Dear @Zidarich,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Kahuna Casino Complaints

  • 18 of 18 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 1,591 USD avg amount

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