Complaint #53 Kudos Casino

Unfair payout practices

By Michelle C.

1 week ago

I deposited via Cash App without bonus. I played and won $800 withdrawable, which I requested payout via Bitcoin Cash address (they have a $150 max limit to payout via Cashapp) and when I have won smaller amounts previously, they have paid to my Bitcoin Cash address. However, they rejected and said I had to do via wire transfer. None of my banks accept international wire transfers. So I made new withdrawal request for $150 via Cash App. Kudos rejected stating I have to request full amount via wire transfer. I initiated support ticket to clarify with operator Emily who eventually admitted the following - Emily:
okay, I have checked on this and I'm wrong on that one, you are welcome to leave this pending and cash out the remainder on a different occasion or play the funds, but as mentioned it is nearly 5pm here so it is very unlikely to be processed today I'm sorry 8:25 AM. So I initiated new request for $150 to Cash app which although their site promotes a $250 per week cash app withdrawl limit, even in their T&C Disclosures, Kudos does not uphold. Kudos has now rejected this 3x stating I have to request the full amount via wire transfer. That is not right. Players have the choice to play their winnings or withdrawal some of it. If I chose to play part or all of the $800, or have to be inconvenienced by small incremental payouts weekly due to their dishonest policies, that is players choice. You cannot require that I request to withdraw everything at once via wire - the only reason to prompt this is because they found a way I cant accept payment so they are requiring it as the only way they will pay me. I am accepting lower payout amounts spread out over time and/or delayed processing unnecessarily by this run around. No platform has ever been bold enough to perpetrate a player is required to withdraw everything in account - normally they would leave part of winnings to play on while waiting anyway so miss me. This is outright wrong and no where in policy language.

Disputed Casino Kudos Casino

Reason Delayed payment

Amount $150

Discussion

AskGamblers

• Support Team

4 days ago

Dear @trayu11,

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.

Kudos Casino

• Representative

1 week ago

Hi Michelle,

I’m truly sorry for the delay with your withdrawal. Our payout system was experiencing technical issues, and unfortunately, our cashier team does not work over the weekend.

The system is now back up and running, and I’ve spoken with our cashier team to ensure your withdrawal is processed today. Once it has been completed, you’ll receive a confirmation email.

Thank you for your patience, and once again, I sincerely apologize for the inconvenience caused.

Kudos Casino Team

trayu11

• California

1 week ago

Kudos payment system supposedly back up 2 days ago. Waited a full day & they still didnt process my payout.
Contacted support at the end of their workday today - Emily told me that because of the weekend, it will be processed Monday.
They are just waiting me out. Probably for this ticket to time out too.
Just know it was not resolved period.
They have my money and will not pay. Its been weeks.

trayu11

• California

1 week ago

Another day passed & supposedly their entire payout system is down still. I asked Kudos how they are operating without giving a public notice about the inability to payout any winnings to players or are otherwise unable to process withdrawl requests for winnings. It should be posted onsite for duration of payout system downtime to allow depositing players full disclosure that no payouts are available, as a protection against dishonest/illegal potential gain(s) being derived out of deposits entered in absence of fair risk/chance ratios expected in gambling.
Emily (Rep) noted the system failure was being resolved as we speak, that they expected processing payouts to resume in a couple hours.
It was almost 3:30pm over there though, (Monday @ 4-4:30pm Kudos time, Emily informed that although I had not received anything yet, it was too close to end of shift at 5pm so nothing would be done to accommodate processing my payout that day) and I referenced this caveat to her. Emily's response that the system failure was not customary, so the usual cut off time would obviously not apply, they will be processing backlog today as soon as resolved - but cant guarantee my payout will be included in those they get to.
Its 3:30pm there & if payout system is "operable" in a couple hours, would require Cashier team to stay overtime to begin to process backlog... equals Kudos will not be processing my payout today either.

Kudos Casino Complaint Stats

Resolved 17 / 21

Avg. Amount $1,160

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

Kudos Casino Complaint Summary

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

So far, 15 out of 17 complaints in this category have been resolved.

This operator's average complaint duration is 12 days, while the average duration across all operators is 8 days.

Kudos Casino Complaints

See all complaints for this casino

Casino refuses to pay me after I won from free spins

I won $100 off of free spins given to me by Kudos casino. I've made a deposit, have been KYC verified, and have done one successful withdrawal. The reasons for then denying my withdrawal seem to be made up on the spot and keep changing.

First they said I only get $50 not $100 which I corrected them on when I informed then I've made a deposit so the MCO rule of $50 for non depositers doesn't apply to me. Then they said they denied the payment because I used the bonus two days in a row without a deposit in between. After much back and forth and me sending screenshots of the promotions terms and conditions I eventually got them to admit that this coupon was allowed to be used once per day for 7 days without a deposit in between use.

Next they said it's because I had a non deposit bonus that was used before this coupon and claimed that my kudos Cashback that's given 3 times after each deposit counts as a non deposit bonus... I looked this up in the terms and conditions and found this to be completely untrue, nowhere could I find any language stating that kudos cashback was treated as a non deposit bonus. I also pointed out that them saying it's because I used a non deposit bonus wouldn't even apply to this coupon because the terms state that it can be used once per day for 7 days without a deposit in between which is why I was able to redeem it in the first place.

Every other bonus says deposit underneath it and will not allow me to redeem it but this was the only one that I could because it's allowed to be used without a deposit, like it states in the terms it can be used once per day for 7 days and only one cash out is allowed. Also make note of the screenshots below where Lisa tells me that I've made 5 non deposit bonuses without making a deposit.

So you get kudos Cashback 3 times after making and losing a deposit, nowhere in the terms and conditions can I find anything that states this is treated as a non deposit bonus. The other two bonuses they are claiming I used is the same one that I won off of which is perfectly allowed because it is stated in the terms and conditions. She even says that this 7 day promo is counted as one big offer so why is she counting the free spins used each day individually?

Resolved

Withdrawal rejected several times without reason or answers or solution

Good afternoon

My name is <full name removed>

I explain my situation

Good afternoon

I have 4/5 withdrawal attempts at KUDOS CASINO

They asked me for documents for verification and that's what I did!!! DNI, BANK CARD, DIRECT DOMICILED BILL, PHONE RECEIPT

I checked the casino website again to find out the status of the withdrawal and again it was rejected.

They won't let me enter the website

They cancel my withdrawal continually claiming problems with the verification

I spoke to a chat agent and he tells me that they have canceled my €2,200 earnings!!! What will that be like? What more documents do you need???

I am very afraid that they are scamming me, I have already read some cases similar to mine. They don't cause me any problem making the deposit, for the withdrawal they reject it and don't give me a reason.

I have all the necessary documents, screenshots, and tests as proof of the process.

I need help

I am waiting for your response

All the best

Resolved

Closed account and cannot withdraw

Dear Ask Gamblers,

On the 7th of September I deposited 400 USD with Kudos Casino and won 1076USD. Straight away my account was closed before even uploading my KYC. I emailed the Casino my Kyc documents and asked why the account was blocked. I was notified that it was because the account needed to be verified. I asked how I can verify my account when they have blocked it and emailed my KYC. For several weeks of chasing, I would receive a reply occasionally that they are waiting for the risk assessment team and there are no current updates on my account. Now they have stopped replying to any of my emails and chat inform me there is nothing they can do. To this date being nearly 6 weeks, my account is still blocked. Please can you assist in this matter? I won this money and they are not paying or communicating to me.

Kind regards,

Theresa