Complaint #47 KatsuBet Casino

Not honoring level-up bonus

By fran.hauntington

3 years ago

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.

Disputed Casino KatsuBet Casino

Reason Bonus not given

Amount $10

Discussion

AskGamblers

• Support Team

3 years ago

Dear @fran.hauntington,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved 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 complaint 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 FRAN.HAUNTINGTON,

We appreciate your time and thank you for your comment.

Let us bring a few clarifications regarding your request. First things first, Bonus History and Transaction History are two different kinds of reports and therefore, they consist of distinctive data. Nevertheless, we apologize for presenting information in a way that may have confused you. Be assured, our team would happily provide you with everything needed to resolve a misunderstanding after you answer the questions asked by our agents.

In addition, we would like to assure you that our Casino has not any intention to cheat the players. After all, we truly believe that this method is not the right way to do business. Our team has analyzed your account once again and put up the same conclusion - the offer, discussed in this matter, has been already received by you. Kindly ask you to note, that the provided screenshots consist only of Free Spins, while the bonus in question is solely the cash part. This is exactly what may have contributed to why you did not see this bonus in your history.

As a result of our response, we highly recommend you to reply to the letter you received from our Casino. Afterward, you will be able to see your entire Bonus History in more detail with all the bonuses that were on your account before.

Your understanding and cooperation are highly appreciated.

Best regards,
Katsubet Casino

AskGamblers

• Support Team

3 years ago

Dear KatsuBet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

fran.hauntington

3 years ago

I just received an email back from their support staff, and they inadvertently confirmed that I never received the bonus in their email reply.

As you’ll see in the attached screenshot, their reply states, “ We would like to inform you that, you only last 50 transactions are available in your profile tab.” I’ve included a screenshot of the email.

The second screenshot I’ve included is a screenshot of my bonus history. You’ll notice that there are bonus transactions listed from prior to December 8th, which is the date you claim I received this bonus.

Tell me, how is it that I’m unable to see this bonus due to me only seeing the 50 most recent transactions, but I can see entries from prior to that date.. you’re not operating in good faith, and you’re doing all of this lying to avoid paying $10…. Really?

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

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Delayed Payment of Withdrawals

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Stole my deposits and not letting play or reimburse

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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

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Cashout not processed after a day

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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.

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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