Not Processing Withdrawal
I have been trying to cash out my winnings for a week now, and I keep getting the same response. They are too busy, or their withdrawl load is backed up and they process them manually in order . I have played long enough to know that something isn't right. Now live chat wont even accept my attempts to enquire about the status of my requested cash out.
My accounts been verified, after I sent in almost 20 documents, and spoke to close to a dozen support agents. I used no bonuses and broke zero t&c. I played as fair as anyone can play the slots. I won, I would like to cash out my winnings, I don't want anything more and I don't want anything less.
It's very clear to me after talking with some people on some other sites that I'm not in a good position right now, so I'm seeking outside help in Hope's that I'll be able to successfully cash out what I rightfully and fairly won.
The first screenshot is the email they sent me when my account was successfully verified.
The second screenshot is the rather large amount of documents a sent in to verify my account.
The third is my bonus history, to show you there was no bonus even close to when I had played . ( I should add that they have not used anything in that nature for a reason of not paying ) bonuses, wagering requirements and t&c have not been mentioned by anyone at anytime through this dispute. Don't want it to seem like I'm throwing false accusations out there, because that's not the case.
The fourth screenshot is my pending withdrawl request. At the time of filing this complaint it still stands as pending.
I had originally requested $1500 but through all this I decided to cashout my remaining balance at the time which is the $1569.76. I later had to deposit 20$ into my account to provide them with a proof of deposit because it was impossible for me to give them what they kept asking for at first, so I made a new deposit and provided them with all the necessary info for that deposit in order to get my account verified a second time and get my withdrawl request processed. Nothings changed except I was told last night that my request has been moved into the approval stage of things, and to keep waiting patiently. I'm not patient anymore, in fact I'm choked . I'm not asking for anything extra at all, just the amount I requested to be cashed out.
In regards to the verification process.
My account was verified on the Sunday, and the next day on Monday I was met by live chat wanting more information to verify my account. They wanted into concerning a specific transaction for a proof of payment.
Not a problem, except i couldn't provide that info and it was impossible for me to do so. Despite me having to explain this and also show this through screenshots to around 6 different chat agents, they insisted this was the only way to get my cash out request processed successfully. I provided other options in hope's they would be good enough but I kept getting the same answer from all of them.
After many hours of frustration on my part, I decided I would deposit $20 using the same method I wanted to cash out with. So I e-transfered the casino $20 and took screenshots of the confirmation emails from Gigadat, and Katsubet casino and shared these with live chat as well as uploaded them onto my casino profile. I was told almost instantly they were good.
So after being told there's no other way, and me sharing with them a dozen or more screenshots of my personal banking information and getting no help with resolving this issue, I figured it out myself, and rather easily. Why did I have to go through all that frustration and share that many of my personal files for something when in fact there wasn't just one way?
We are delighted that you choose our casino, and you were lucky to win. Our team is sincerely happy and congratulate you on this.
Moreover, we would like to thank for sharing your experience, but also would like to shed the light on the situation that occurred.
First, let us apologise for the misunderstanding and unpleasant experience that you faced when communicating to one of our support agents. We definitely see how frustrating this situation was and may assure you that you are our valued player and we are improving our service to avoid such situation in further.
According to our rules, each player by registering a Player Account with the website confirms consent with the Terms and Conditions. This rule can be found in our TERMS AND CONDITIONS (p.1 in General). You may check it on the screenshot https://prnt.sc/xvd9w0. According to our withdrawal policy in Terms & Conditions, the casino reserves the right to check your identity prior to processing payouts and to hold any refund or withdrawals for the time needed to check your identity (https://prnt.sc/xvde2c).
The verification was requested according to our rules, when a player made an inquiry for a withdrawal of funds. We would like to point out that It is very important to make sure that the withdrawal is correct and secure. The player provided us with the documents, but the package was incomplete. We had to ask for additional documents in order to verify full information, to be sure of the clarity of the verification procedure.
Due to the fact that the verification was incomplete, it took a little more time than usual. In this case, we were waiting for additional in order to be able to check them. Be sure, we do our best to process it in the shortest possible time.
After we confirmed that the player provided all the documents and thoroughly checking everything, we were able to process the withdrawal successfully.
Now the withdrawal of funds has been successful on our side and the player can already check it on his account. We are very pleased that in the end we have reached a consensus and the player received his funds.
Dear WaroftheGods, we congratulate you on a great game and a successful withdrawal. If you have any inconvenience during verification, we sincerely regret it, but we are always ready to help in any situation and provide with a good service.
And please find a nice bonus in your Bonus box, as appreciation of your understanding and loyalty!
Hope you are satisfied, and we will be glad to see you again in our casino.
Best regards,
KatsuBetTeam
KatsuBet Casino Complaint Stats
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