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Kahuna Casino - Withdrawals taking weeks

RESOLVED
Complaint Info
Disputed casino Kahuna Casino
Reason Delayed payment
Amount $ 2000
Jenn7 South Australia Message
Posted on February 18, 2020

2 times $1000 wins
They have paid neither
Each person who bothers to respond tells me something different
First win $1000 was 23rd january , still waiting
Second win the following week, $1000 still waiting
they could not deposit to my credit card account so I gave him them the BSB and account number of my savings account , yet for some reason that is taken over 3 weeks to process.
3 weeks after verifying my details and documentation in other words verifying my account a week almost that it was processed and yet it is still not reached my account
absolutely no two explanations are the same
Fed up
Want my winnings

Posted on February 18, 2020

Hello Jenn7,
Please send us a private message with your username or email address so that we can find your account.
Unfortunately some banks refuse incoming funds from online casinos and that must explain why we could not pay to your credit card. The issue might be the same with your bank account. If your bank is one that refuses incoming funds, you need to use another method. Note as well that every payment method that you submit must be verified as belonging to you so that might be where the delay was too.
Please send us your username/email and we will contact you about it after researching the case.
Thanks!
Kahuna Casino Manager

AskGamblers
Posted on February 18, 2020

Dear Kahuna Casino,

AskGamblers Complaints Team would like to remind you that player's login details could be found within the notification email sent from our complaints system. However, to avoid losing time we have just sent these manually as a private message.

Please let us know if there's some update regarding this case.

Posted on February 19, 2020

Dear Jenn7,
with the account information that Askgamblers provided me privately I was able to research the case and contact the Finance department about it for details.
First, please note that your withdrawal for $2000 was processed on February 11. Once the money comes out of our accounts, it is down to your bank to credit the funds and they unfortunately take a few days for it... They will probably credit the funds on your account this week but that's out of our control of course.
Now, regarding the overall delay since your first withdrawal request, it appears that it was due to you not providing the KYC documents required immediately.
Here are some details:
You requested the first withdrawal of $1000 on January 27 and started the verification process. Your first credit card was verified the same day. Unfortunately you did not submit verification documents for the second card that you had used and this one was only verified on February 3rd. On that day you requested another $1000 withdrawal but this had to be cancelled on February 4 as your credit card issuer does not accept incoming transfers. On February 6 you requested a new withdrawal by wire transfer and had to submit verification document (bank statement) for that bank account. You only provided it a few days later so that the verification could be completed and withdrawal processed on February 11.
In summary, once you provided the verification documents of your payment methods, the withdrawal was processed immediately.
It was sent your way on February 11 so you will see it in your account as soon as your own bank processes the arrival of the funds.
I hope this information helps,
thanks!
Kahuna Casino Manager

AskGamblers
Posted on February 19, 2020

Dear @Jenn7,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Jenn7 South Australia Message
Posted on February 20, 2020

Resolved and paid
Many thanks ask gamblers .😊

AskGamblers
Posted on February 20, 2020

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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