Complaint #37 KatsuBet Casino

Cashout not processed after a day

By Roger B.

3 years ago

I lost Dec 23 2023 1'100.00. I then won at least 450 and withdrew with bank transfer. Still now, 22 hours later, the withdrawal is recallable!

What is the problem?

>>>Our team processes the withdrawal requests as fast as it's possible. Usually the checkup of a request itself takes up to 2 hours<<<

Disputed Casino KatsuBet Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

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

AskGamblers

• Support Team

3 years ago

Dear @Robin60,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind 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.

KatsuBet Casino

• Representative

3 years ago

Dear AskGamblers Team,

We have checked all the details of this case and have some facts to be provided.

Due to the information from our database, Mr. Bärtschi created the withdrawal request on December 23, 2022 18:54 (UTC) and on December 24, 2022 19:03 (UTC) it was recalled by him despite the transaction had been successfully processed by our finance team and transferred to the payment provider for further consideration. Moreover, transactions via Bank Transfer are issued within 1-5 business days due to the peculiarities of the provider. This information is specified under the "Payments" tab on our website. At this moment, funds are played by the player. We have already sent you an email with proof of the transaction recalling.

Hope that these details will help you with the further investigation of this case.

Kind Regards,
KatsuBet Casino Team

KatsuBet Casino Complaint Stats

Resolved 12 / 13

Avg. Amount $1,920

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

KatsuBet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 8 out of 8 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

KatsuBet Casino Complaints

See all complaints for this casino

Being told different things when trying to withdraw

When trying to withdraw I was declined. I was originally told that I have 1.80121896 LTC amount left to wager х3 before I can cash out. I wagered quite a bit and tried to withdraw. When I tried this time I got declined and was told I have Currently, you have 5.4440632 LTC amount left to wager x10. I now being required to wager more than I was originally told before even wagering at all. I need assistance in getting my withdraw processed with wagering a fair amount. I tried to reach out to the casino support but they are not responding or helping.

Resolved

Withdrawal method rejected

Before depositing funds to katsubet I wanted assurance of verification of my account and proof of withdrawal methods to New Zealand as I have been mucjed around by a casino and wallet service before. I got an email saying I'm verified at that NZ does accept bank transfer. I have deposited and since had a successful withdrawal to the visa debit card I deposited with sum of $40. The current issue is I won $2000 no bonus used and the casino states I cannot use visa withdrawal and has rejected all attempts to withdraw giving me the option of Skrill ( I specifically stated I won't use, and minfinity which doesn't accept NZ and I don't want to use. I have screenshot proof of every detail in this complaint. From the emails I sent and received to clarify verification and withdrawal options. Prev accepted withdrawal from the casino. Proof minfinity won't accept NZ. My request from the casino is that they withdraw my money to the method I deposited as suggested ..( see further screenshot.

Resolved

$2,000

Delayed withdrawal of winnings

I have been waiting for my withdrawal to even be approved for 36 hours. They advertise instant withdrawals. They ignore me in live chat or give generic responses saying we’re working on it. Wait. Can’t get anywhere. No email replies with any substance other than generic responses saying please wait, but try your luck here. I am verified and have withdrawn before but never this much. They owe me 4 withdrawal requests totalling $10,000. I want my money now. This is outrageous. I am a vip player and they still aren’t paying me.

Resolved

$10,000

Not honoring level-up bonus

I reached VIP level 4 on their casino on December 8th, 2022. I’ll be including a screenshot of the email I received on that day—which includes mention of a $10 cash-back bonus for leveling up.

I’ll also be including a screenshot of my bonus history, where you’ll see no bonus given on that day—despite support staff insisting that it’s on my bonus history. I’ll be including screenshots of the chat I had with their support staff on the matter as well.

Resolved

$10

Delayed Payment of Withdrawals

I have requested the withdrawal of 10,000 Euro in total (2,000 + 4,000 + 4,000) via bank transfer on May 28 and I am still waiting for Katsubet to process these. Their Terms & Conditions clearly state, that all withdrawal using Bank Transfer are processed within 3 days, which is not the case obviously.

Unfortunately these delays occur quite frequently now with the Dama N.V. casinos and I wonder why that is. I wish that they would just stick to the same rules, that they set up and require the players to obey precisely. The deposits are taken within seconds, and the withdrawals take very, very long.

Resolved

€10,000

Stole my deposits and not letting play or reimburse

I made 3 deposits with the same credit card. 2 of which went through. 1 didn’t and is still pending.

After 5 business days, I waited. Now they are saying they need the reference number of the transaction which I did. But they are asking for it in a screenshot version. But on my credit card statement, there is no reference number because it went through like a purchase. Which I explained to them.

Basically, none of them actually speaks English and none of them wants to give in contact with a supervisor.

And they are not canceling my deposit nor letting me play my deposit.

Basically, they stole 500$ from me

Unresolved

$500

Casino canceling withdrawal multiple times

I have been trying to withdraw my winnings. Despite multiple attempts and following the directions to manually verify, my crypto wallet address, they continue to cancel it and Joe keeps saying that they never received my email. They keep telling me to adjust my settings on my email that they are not getting it, however, I keep getting all of their emails just fine. I have attached multiple screenshots of my attempts to verify and showing that the emails have been sent, but they continue to ignore them and keep canceling my withdrawal requests.

Resolved

$403

Payment keep getting declined or rejected

Hi there I have many attempts trying to withdraw my winnings and keep getting declined or payment rejected, I have on several occasions tried using the departments on with to make withdrawals and on every occasion have been declined or rejected, I have uploaded my I’d and paperwork required for this transaction to go through but every withdrawal always declined… I have even uploaded my bank details as to which I have deposited and there is no function where I can withdraw straight to my card. I am at this point overwhelmed with the many attempts to make withdrawal and no luck so at this point I am pretty upset as I cannot get a successful outcome. I have made several accounts with mifinity ezypay binance and litecoin and none of these cater to New Zealand so I would love some assistance please so we can nicely and successfully solve this issue… Thank you

Resolved

KatsuBet Casino - Deposited money still not reflected

I made a payment of 4500 yen on September 5th, but no matter how long it took, the payment was not made and even if I inquired about it, it was processed, so I just said to wait for a new email and did not give the specific progress. I have also sent screenshots of proof of deposit many times. It won't be credited though. Apparently there is a pending transaction of 4500 yen on your transaction, but now after 5 days it has not been credited. If you don't want to reflect the payment, please refund the money as soon as possible, but wait for the email and tell me only that.

Resolved

￥4,500

Withdrawal methods unavailable

Hi, My name is < personal information removed >

I am submitting this complaint as I am unable to withdraw my winnings from Katsubet Casino.

They have expressed to me that the option to withdraw my winnings back onto my visa/debit card is not an option that is available.

Katsubet support staff recommended that I use the following options:

Skrill

MiFinity

EccoPayz

I attempted to withdraw my winnings using all of these options which were 'unavailable' to me as reasons stated below:

1. Skrill - I can't access it on their site as a withdrawal method (screenshot supplied showing only 'highlighted' methods are accessible for withdrawals)

2. MiFinity - I opened a MiFinity account but cannot add New Zealand or New Zealand dollars in the 'add bank account' section - ( screenshot supplied where they - MiFinity - are stating that New Zealand 'does not exist'

3. EcoPayz - there is No option to choose EcoPayz as a withdrawal method in the withdrawal area of Katsubet casino. (screenshots supplied showing accessible methods of withdrawal and EcoPayz is not even listed.

4. Screenshot supplied as proof of money in my Katsubet Casino account that is available to be withdrawn, but they have no way for me to withdraw it.

5. I repeatedly asked that my withdrawal be paid onto my visa debit card but have continuously been told that I need to use one of the aforementioned methods of withdrawal.

Please help me, as I am at a loss as to how to withdraw my winnings.

Kind Regards

< personal information removed >

Resolved

$1,000