Kaulana Casino

Kahuna Casino - Withdrawal issues since December 2020

$2500

Okay so I've been trying to withdrawal my 500 winnings since December 2020. I was told at first it must be 100 so I made it to that then I was told 500 and well I made it to that. Then I was told to verify my account and I did. Then I was told to send in new documents because they weren't good enough so I did. Then I was told to keep trying the interac transfer and was denied many times so I called my bank and they gave me all the info to give them for a withdrawal. Guess what didn't work.

So I was told to use "coins paid" method which is not even an option on my withdrawal page. Then I've been told its in the financial teams department and its been over 2 weeks and they still don't have the option to use a cryptic method.

I feel this site is very misleading and untrustworthy. I would never recommend this site due to the sheer fact they pretty much refuse to pay out and if I knew that I wouldn't have even signed up, which is very disappointing because I like some of the games. I also use casinos in the same part of the world and have NEVER had any issues with withdrawals. Shame

Rejected

$500

Kahuna Casino - Deposit refund taking forever

I made a mistake on December 22 with my deposit ,for some unknown reason my $100 deposit became a $1000 deposit with no warning from my bank or the Casino about such a large amount ,at the time my account had $1300 in it so if it was under $1000 I might have been stopped from proceeding .Nevertheless I immediately told their live chat it was a mistake and I wish to cancel the deposit but live chat was only pro casino and mentioned that all deposits must be turned over at least once .

I managed to do that and asked on December 27 for the first half of $500 to be withdrawn followed 2 days later on December 29 for the other $500 and after waiting 3 business days I was then asked to supply my identification documents . 3 days later I was asked for a clearer image of my debit card and bank statement which I sent off immediately .

From the next business day January 2 I was told I am now verified and my withdrawal can be paid in 3 - 5 business days again .

On the Friday my time which was still Thursday Europe time ,I was told that withdrawals via wire transfers were no longer a withdrawal option and my only choice was to open a Crypto Currency account .

For a day I delayed opening a Crypto Currency account but after chatting with Evie on the Kraken website I then was able to open a Crypto Currency account which I mentioned to the chat person on Saturday January 9 2021 and he said he would leave the information with the Payments department to make the withdrawal happen on Monday .

Well surprise surprise as Jim Nabors would say their Payments Department ,they must be so busy , have failed all week to progress my withdrawal past the in progress stage .

On reading other past complaints here I may be a bit premature with my complaint but still I have submitted my ID ,waited 2 weeks of business days and jumped through all the hoops and still I wait .

It was my mistake in the beginning but I have been paying for it ever since .

Kahuna Casino - Still waiting on $4000

$1000

I requested two withdrawals, one for $2000 on the 30th of December and another for $2000 on the 31st of December 2020, after a delay in the verification of my documents and chasing it up and providing extra documents the verified my documents and then a few days later accepted the withdrawal amount and said it was successfully withdrawn and I should receive the money in 3-7 business days. Please note my bank only ever takes a day or two at most for international transfers, they’re pretty good like that. I received an email today on the 4th business day telling me it had not gone through and that they can no longer do any wire transfer and that if I want MY money I have to get it via bit coin or cryptocurrency. I informed them that I don’t want Bitcoin I was actual money and my bank is where I want it transferred. I’m getting a little frustrated. I explained that wire transfer is my only option and that I could provide a different bank account for the transfer and still they told me
On live chat that the only way I can get my money is via Bitcoin or crypto because their system is down and they no longer accept wire transfers. I refused this and stated no the casino offers wire transfer in there terms and conditions and that’s the only option I have and several people including complaints on this site have received wire transfers. They have now sent it to the relevant department and once again I have to wait for an email telling me what they have worked out to do.

I am happy to work with them I just don’t have Bitcoin or cryptocurrency and bank transfer or wire transfer is the only option I have. I am happy to delete this review once the issue is sorted. I just want my funds, it’s for an emergency and I am struggling with the fact I have been delayed when their terms and conditions say 2-3 business days. Thank you

Kahuna Casino - Withdrawal Issues 6 weeks plus

$4000

I have been having issues with my withdrawal since the withdrawal was processed on 22nd November (25th according to the casino).
I had deposited funds into casino via Visa card early November (around 10/11th from memory). Ended up winning and attempting to withdraw a total of $6k via wire transfer. I submitted my verification documents to the casino on 15.11.2021, and complied to all their requests. i was unable to submit TOO the casino via email, as my email did not allow me to send them an email. They did allow me to submit via the live chat option which I did. My account was verified in a relatively quick and expected manner, and i processed a withdrawal attempt after receiving the KYC Success email. and my withdrawal was successfully processed on 22.11.20 (as per email received). I allowed 7+ Business days to go by before asking for an escalation, as to which I was advised the withdrawal was actually processed on 25.11.20. I waited the additional days, and escalated with the team. This would have been roughly 11th December. I contacted their live chat on the 21.12.20 requesting an update, only to be told the finance team had sent me an email requesting an update bank statement (no email was received) I submitted the statement that they requested assuming they required the one I requested the withdrawal too.
On 22.12.20 I received an email requesting I supply the statement that my account had been verified with. Which I did do, however do not understand why it was required as I withdrew to a different account and had provided them with that particular statement.
On 24.12.20 I received another email telling me my "Account has been verified" - Looked like a generic email. I contacted Live chat, to ask if they were able to locate the original missing withdrawal, and will it be processed. They advised me to wait for the finance team. I have had no contact with the finance team via email, and have had to continually request any updates (only to be given generic answers) via live chat on their website.
As it appeared this particular casino prefers withdrawal via bitcoin, I also offered them the alternative of placing the funds back into the casino account and I will process a withdrawal via bitcoin instead, only to be told by live chat "wait for finance team".
As of today (08.01.2021) I have requested an additional update, due to Zero communication, and was once again requested to submit a new statement history since the 25.12.20, which I do not understand whatso ever and appears the casino is stonewalling and stalling.

Outcome requested: $6000.00 withdrawal be processed and received by me.
Explanation from casino as to why the delay & their version of events if they wish to dispute mine.

Kahuna Casino - Not able to withdraw money via wire transfer

$6000

I have been playing at Kahuna around a year. Have made multiple withdrawals via wire transfer at the beginning of the year with no issue.

Requested a withdrawal via wire transfer of $2500 on the 6th of December. Received confirmation that the withdrawal had been processed. Had not received funds after a week.

Spoke with someone on their live chat who said that the money hadn't actually been processed until the 14th and to wait. Still no funds received by the 24th. Contacted kahuna again who requested screenshots from my bank showing no deposit. Provided this.

Few days later the money was credited back to my balance and I was told to request the withdrawal again. Requested a withdrawal for $1000. Kahuna then decided my account needed to be re-verified. Provided documentation for this.

Received an email from Kahuna on the 4th of January advising new withdrawal had been processed and I would have the funds within 3-7 business days. Received an email this morning now saying that they are unable to process withdrawals via wire transfers at the moment and to use crypto.

I do not want to use crypto. I want to use wire. This withdrawal has now taken over 1 month from when it was first requested.

I have now emailed back asking when wire transfers will be available again.

Reading the other complaints from other players this appears to be an ongoing issue with Kahuna.

Kahuna Casino - Withdrawal taking ages

$2500

20th October - First requested withdrawal

24th October - Asked for more verification information. Sent this in immediately.

30th October - After querying and contacting VIP team to assist me, I receive an email saying my documents are finally processed and my account is verified. My withdrawal request is now sitting there to be looked at.

2nd November - Received email saying the withdrawal to my card has been declined by my banking provider. So I submit a withdrawal via wire transfer. I receive an email saying this has been accepted and processed.

3rd November - I contact live chat asking how long it’ll be until the money appears in my account with withdrawals via wire transfer. They say 3 - 7 business days.

5th November - I receive email from VIP team saying they’ve been monitoring my withdrawal and are happy to see it’s been processed.

9th November - 5 business days after withdrawal processed. No money in my account. I contact VIP team asking if there’s been any issues cause I still haven’t got the money. They reply requesting a statement showing I haven’t received this.

10th November - I send in the statement. And VIP team ask if I would like to withdraw with Bitcoin as this will be faster. I say no because I don’t want Bitcoin. I want money.

The VIP team say they’ll check with the finance team what’s happening with the withdrawals and that this doesn’t usually happen at Kahuna.

I also contact live chat to see if they know anything about what’s happening with my withdrawal. They say they have been experiencing delays with Wirecard but that my case has been escalated with the finance team and has been processed right away. And that I should receive my money very soon in a few business days.

12 November - I email VIP team for an update. They say this has been escalated and they’ll let me know as soon as they have an update.

13 November - I get an email requesting more verification information. I send in a bank statement again. I receive an email saying this was accepted and verified. I email VIP team asking why I received this request for more verification information when I’d already verified. VIP team reply saying they’ll check.

14 November (Today) - still no money in my account. No explanation as to what exactly is taking so long. No update on timeframe. No contact unless I reach out for one.

———————————

The terms and conditions say it may take up to 2 business days to process the withdrawal. The live chat support agents said it takes up to 3-7 business days to receive the money in my account after it was processed.

My withdrawal was accepted 2 November 2020. It’s now 14 November 2020.

This process has taken up so much of my time to continuously follow up and has been such a source of stress. I still have no idea what’s going on.

Kahuna Casino - Payout is taking way too long

$2000

I originally requested a $600CAD payout on October 1. 2020 through my credit card. I was then notified 2 days later that they were unable to process this payout and the withdrawal request was cancelled.

I then, on October 4th, requested a wire transfer for the same amount, $600CAD, which was quite quickly "processed". Here is the email which was sent to me on October 16, 2020 once I contacted them regarding my transfer.

"Thank you for your email.

We have reviewed your last inquiry and we would like to inform you that your withdrawal request was processed on 05.10.2020, kindly note that it could take within 5-7 working days to arrives to your account, that depends on your bank

If you need further assistance please do not hesitate to contact us, our service is available for you 24/7.

Best Regards,

Fran

Kahuna Casino"

However, I am still waiting for the funds to be received by my Bank Account. It has now been 24 business/banking days and they originally told me the transfer would take maximum 7 business days and to check back.

I have been in contact with them since the 16th at least 3 times and they continue to tell me there is an issue with their wire transfers and that the solution still needs to be resolved. On the 21st of October they informed me that they hoped to have the issue solved by the following Friday but obviously that was not the case.

Now each time I email them they inform me that the issue has not been resolved and offer no timeline, even when requested, on when the issue will be resolved.

My account has been fully verified since the 4th of October and no bonuses were used to acquire the requested funds.

$600

Complaint Statistics

Resolved 27

Avg. Amount $ 1,813

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

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Player rating

4.4/10 ● 25 reviews

Top reviews from our players

Zoheb

3/10

Still waiting to be paid for my winnings, what a terrible service. I’ve had not to mention live support hopeless. I’ve been trying everyday to get answer. All I am getting is: it’s with finance team, can’t get hold of them. What a joke Kahuna.

Aloha Zoheb, First of all congratulations on turning a single deposit of $20 into winnings of $1000! Your wire transfer has been sent Saturday and you should have received that confirmation of that already. As you know, we had been waiting for you to send the verification documents and once they have been received we were able to progress with your payment. It has now been sent and should arrive on your bank account soon, but that timeline is now dependent on your bank not us. Enjoy your winnings and thanks for playing at Kahuna Casino!

Kaulana Casino 5 years ago

Pockets77

3/10

To make a withdrawal they require way more documentation than other sites. I can understand them needing proof of identity, proof of address and a picture of your bankcard but tax reports/ proof of correspondence and Bank statements (list of transactions) or invoice from any recognized credit institution?
Seriously! It's just another hurdle they've made to make it harder to withdraw your winnings, and I don't feel comfortable sending that much personal information to anyone.

Next they'll be wanting my house insurance details or my credit score rating!! I don't see why they require this extra documentation while other sites do not.

Hello Pockets77, thank you for your review! It seems that there was some confusion about the verification process and we apologize about it. Please note that tax reports ARE NOT part of the verification process. You do not need to provide it. What you need to provide is a bank statement so that we can wire your winnings to a bank account proven to be in your name as per normal anti-money laundering regulations. You also need to provide a proof of address and one of these proofs of address would be a letter from an official institution but that's not mandatory. You can also provide a cable or utilities bill. We hope that this clarifies the KYC verification requirements and we thank you for playing at Kahuna Casino!

Kaulana Casino 5 years ago

Hutch88

1/10

Good selection of games and the mobile app is good to use. Name of the casino is quite good as well and their advertising (albeit false) draws you in.

If you're from Australia, don't bother. Original withdrawal took over 12 weeks to process.
Second withdrawal never happened as casino stated couldn't withdraw to debit card I used to deposit and then said Commonwealth Bank didn't accept the payment (which they do as I contacted them & had accepted previous payment). After approximately 6 weeks, I decided to just gamble the money away (which I'm sure is what the casino wanted anyway). After using this casino for a long time and depositing alot of money, when finally getting a win, withdrawing it was such an effort withover 12 weeks of live chats and emails going back and forth. Don't bother signing up.

Aloha Hutch88, thank you for your compliment regarding the game selection and the mobile version of the site. We put a lot of efforts in these two very important elements and we are glad that you noticed! We are ready to read about your experience with the withdrawal and we will be happy to look further into it for you if you send us a private message with your username. The timeframe that you mention is well out of the ordinary so there must have been an issue on your side, with your bank refusing the payment and us having to send it to another bank being the most likely situation. Some banks block payments coming from casino sites and, unfortunately, there is nothing that we can do about that aside from requesting the player to use another method. Obviously as soon as you provide another method the withdrawal is processed in priority. Please be in touch with your username and we will review the case and contact you about it. Thanks! The Kahuna Casino Team

Kaulana Casino 5 years ago

Darciejoaa

7/10

Great casino, very little to fault. Easy payouts, friendly customer support, no hassles to deposit or withdraw at all. I have not one issue yet with these guys.

Mobile version of webpage is kind of annoying there is no way to see certain games by genre or provider. And loyalty program although at times can be good, it takes a massive amount of time and money to earn points.

Aloha Darciejoaa, thanks a lot for your review! We are glad to read about your positive experience and appreciation of our customer service staff efforts, we will make sure to pass on your praise! Thanks as well for your remark regarding the mobile version of the website. We have so many games that it might be difficult to sort through them all. We will consider the idea to add filters but in the meantime we suggest that you use the "favourite games" system to easily find your preferred games. You can simply select the "heart" symbol next to the game and it will then appear in the favourite shortlist. Hopefully this advice can be useful and we thank you for playing with us! The Kahuna Casino team

Kaulana Casino 5 years ago

Toothless

4/10

Good selection of games. Website is easy to navigate and looks good Vip managers are quite responsive to issues or email enquires.

Withdrawals are an issue. Very slow and they leave your withdrawal sitting in your account so you can continue playing. Withdrawals department are slow at replying this is the worst site I’ve ever dealt with in regards to withdrawal issues

Aloha Toothless, thank you very much for your review and comments about the games and VIP managers. We always try to add new fun games to the site and thrive to offer the best online selection, we are glad that you noticed! Our VIP managers are there to offer bonus and support to our most loyal players and they will be very happy about the compliment, we will pass it on to them. Regarding the withdrawal time, it depends on your ability to provide our Finance team with the documents required to verify your account (the usual: credit card proof, address proof, ID proof etc.) once these are received, it takes a maximum of 48 hours to revise them. Once revised, the withdrawal is processed immediately. Of course the players who have reached the highest level of the loyalty program get a fast track and for them we guarantee that the payment will be out in one business day or less, granted that the verification documents have been received. We hope that the information above will be useful, thanks again for playing with us! The Kahuna Casino Team

Kaulana Casino 5 years ago

CasinoQ

1/10

The only positive I can say about this casino is the game selection available as well as the simple and easy layout of the app. And I guess the name of the casino is pretty cool other than there's bot much else.

They don't honour the sign up bonus advertised. Although clearly stating you get a match deposit bonus for the first 10 deposits I only received one. I went on live chat to try and resolve this and was told that they could not apply it as I have already spent my own deposit money and followed with they wish they could help more. I requested to close my account and the live chat operator said that he "got my point" I advised him that I was actually making a request. He never asked why I wanted to close my account or try to fix the problem he just abruptly closed the chat window and locked the account. He obviously did not care to lose players for the casino.
Worst customer service.

Hello CasinoQ, thank you for review. We are sorry to read about the fact that you perceive the customer service to not have been helpful enough. We do offer 10 welcome bonuses and those need to be claimed when you make a deposit, like in any other online casino. These cannot be claimed after you have already played and lost your own money. If you start playing with your deposit and come to customer service after losing it to claim the bonus, it does not work as this goes against the terms. However if you make your deposit but forgot to claim the bonus, you can always contact Customer Service to add it, granted you have not played with your deposit yet. We hope that this explanation helps and that you will give the site and our bonuses another chance. Thanks! The Kahuna Casino Team

Kaulana Casino 6 years ago

Grass17

2/10

Good selection of games - I like Wolf Treasure and Gold Vein, and has some wins on these. That's about all really. Unfortunately my experience at this casino was not very positive.

They are extremely slow to payout. Even after my verification was done it was left available to reverse withdrawal for 2 days - although they state withdrawals are processed 'instantly' after verification in the comments below.

They make it difficult to cancel your account - when I asked for it to be permanently deleted they questioned me as to why and then offered me an extra bonus instead of cancelling it! This is very dangerous for those that have gambling problems and in my opinion not responsible service of gaming. I then requested again to cancel and it has 'gone to another department' to review - this was 24 hours ago and I still haven't been notified it has been cancelled. Surely in this day and age they can cancel accounts immediately? Instead it just seems like they want you to keep playing and make it difficult.

Aloha Grass17, Thank you for your review! We are sorry that your experience was not positive. Withdrawals are processed at the first opportunity once an account is verified and that means the same day or the next business day if on weekends. Please note as well that once you send your documents for verification, they need to be reviewed by a staff member so there is a small delay between sending the documents and the account being verified. Regarding your comment about closing one's account, we always try to identify the reason why someone wants to close their account. That's because we can often offer a solution to the problem that led them to wish the account to be closed. However, if the reason stated is that the player has gambling issue (or if they state it right away along with their original request) we close the account immediately and it cannot be reopened. We hope that the information given here will be useful to you and that you will give our casino another chance. Mahalo! The Kahuna Casino team

Kaulana Casino 6 years ago

torz70

10/10

These guys are bloody great. Okay most of the time I lose ( my own fault ) but I have my good days too . fast withdrawals and there support are excellent. If Ur a loyal player and having a bad run these guys are more than happy to throw U a decent free bonus. .. ideal for Aussie players

Only the withdrawal limit is a bummer. But I'm sure these guys will sort something out for you I'm sure. It's a good fair casino with great games. Highly recommended

Aloha TORZ70, wow, thank you very much for the review! We do our best to give every player a great time on our island of pokies and it is really motivating to receive a note like this. We hope that you will have many more fun days playing with us and many more big wins too! Mahalo :) The Kahuna Casino team

Kaulana Casino 6 years ago

knhcasgman

1/10

Nice selection of games... The umm... There's a nice Casino Logo. They exist..?

Kahuna Casino has no Responsible gaming limits to set. They have no Wagering Limits or Session limits. The limits on this casino are highly unrealistic. They only allow a $5000 per MONTH withdrawal limit and a $2000 per Week limit. Which means if you are lucky enough to win $5000, you will have to process the withdraw over 3 weeks.

The only way to withdraw more is to become a VIP. It is 1 points per $10 spent. Which means you will need to wager $500,000 worth of bets before you're able to up your limits. I did win a decent amount on this Casino but I will never play here again and I will never deposit another cent. Their VIP relations managers are not bad - seem like nice people. However they cannot do anything for you unless you are the highest VIP level.

Steer clear of this Casino if you want to wager more than 50 cents per hit.

Hello KNHCASGMAN, thanks for your comments! First of all, congratulations on your winnings :) Then, addressing your comment, please note that of course Kahuna Casino does offer responsible gaming features. Every player is able to set deposit limits or request temporary or permanent closure of their account of course. We do take responsible gaming seriously so if you have concerns about your play you should reach out to our 24/7 Live Chat to request a block of your account. Regarding the withdrawal limits, players with a longer play history or who reach the VIP status can indeed receive higher limits on their account. Players who just signed up as you did have these standard withdrawal limits which are in place as part of our anti-money laundering and fraud prevention policies. But of course, as stated above, players who reach a certain volume of play or are loyal customer of course receive higher limits :) Thank you again for your comments and thanks for playing with us! The Kahuna Casino team

Kaulana Casino 6 years ago

Methuson12