Complaint #6 Kudos Casino

Withdrawal Time Prolonged

By WhiskeSlot

10 years ago

I made an withdrawal to my ewallet on 31.08 after my account had been verified. I was told prior to making my withdrawal that everything was in order and ive met the Terms and my account was fully verified.
At that time i was told by the support agent that withdrawals made by verified accounts would take less than 24 hours. It did not take long for my withdrawal to be authorized and queued for payment.

Then the problem began to emerge.

A day went by and nothing had happened, no progress.
I was first told that first time withdrawals can take longer and i thought this was acceptable.

Since the authorization of the payment i have contacted the support by email and live chat, on every turn i have been asked to be patient and to wait a little longer, a little longer, a little longer. Apparently the payment would be only minutes away. This is exactly what i did, patiently waited.

A day went by and another. No progress.

I had asked the support agent to contact the account team to see what the problem was. I was told that there was no problem and my payment was on its way as soon as possible. No one seemed to be sure why it was taking so long. Just need to wait a little longer.

On saturday 03.09 i was then told by the support that the account team had verified my payment to be carried out by monday 05.09 at the latest. This same information was then confirmed by another support agent on sunday 04.09.

It is now tuesday 06.09 and my payment has still not been processed.

Also the live chat is now offline and my emails to the support yesterday have been left unanswered.

Left with no alternatives, i leave my complaint here and hope it leads to this issue being resolved.

ps. i have all the chat logs and emails with the support saved if needed

Disputed Casino Kudos Casino

Reason Delayed payment

Amount $50

Discussion

AskGamblers

• Support Team

10 years ago

AskGamblers Complaints Team have been provided with enough information and proofs regarding this case to confirm the following:

1/ Player used a free chip and won on it. The max allowed withdrawal from a free chip was $50 and that is the amount player requested as a withdrawal from the casino.

2/ Player was then advised by a casino support representative that a confirmation deposit is needed in order the get their withdrawal processed. The support representative provided misleading information to the player by stating "you don't need to wager it, just include it with your win" although according to Kudos Casino Terms&Conditions it is clearly stated that "Kudos Casino requires any deposit to be turned over at least once prior to withdrawal."

3/ Soon after that the casino management advised player that their confirmation deposit must be wagered at least once and player did that. As soon as player cleared the wagering of their confirmation deposit there were $50.46 left into their account and a withdrawal request for $50 has been requested. The withdrawal was paid on 9/7/2016 and player confirmed it has been received.

Based on the above, AskGamblers Complaints Team consider the case as solved and consider player's claim for a refund of their confirmation deposit as unjustified. We would also like to recommend Kudos casino to take all the necessary measures in order to prevent their reps providing misleading or inaccurate information to their customers in the future.

The case is officially closed.

WhiskeSlot

• Finland

10 years ago

Hello askgamblers!

The point here was that i was declined of my original withdrawal of 76$.
Withdrawal that i was told i can make in full without wagering a cent of my deposit.
The support had checked my completion of the bonus and told me i dont need to wager my deposit as can be clearly seen in the email i recieved.

In my line of work, as a cook, if i suggest a customer a dish that we have ran out of and after he has already paid for it i tell him sorry we dont have that anymore, the mistake comes out of my wallet and the customer gets a free meal. That is because the mistakes i make i am held responsible of, not the customer for ordering when provided with false information.

This is an crude comparison, but apt none the less.

I had already paid and held my end of the instructions and i was promised on several occasions that everything was in order. You had over a week to correct me as i sent you like 10 emails asking to contact the account team to see that everything was ok. I even asked your live chat every day to see that everything was ok.

Then a week afterwards you just say: i gave you false instructions, here are the actual rules, now do as we say or we will close your account.

That is not how you handle your customers in any line of business.

AskGamblers

• Support Team

10 years ago

Dear Kudos Casino,

Could you please provide more information on how come that player was not allowed to request a withdrawal on their confirmation deposit considering:

a/ player was clearly advised by Kudos Casino support team that the confirmation deposit could be withdrawn

and

b/ player explained that the confirmation deposit has actually been wagered as per your additional requirements.

Thank you for your cooperation.

WhiskeSlot

• Finland

10 years ago

Actually i got one email where i said exactly those words "this is not acceptable", attached it here.
Cant make it anymore clear than that.

Kudos Casino Complaint Stats

Resolved 16 / 20

Avg. Amount $1,211

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, 14 out of 16 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