Kats Casino - Бонусные выигрыши игрока были аннулированы.

Hello, used the $120 Free Welcome Bonus and wagered it completely, after that I had $100 normal balance. When I tried to get a withdrawal, I see that BTC can withdraw from $100. However, Kats Casino suddenly charges a $30 withdrawal fee though at https://katscasino.com/banking

the following is written:

Bitcoin

State Restrictions: None

Min: $100 Max: 1,500 No Fee!

Withdrawals are FAST, FREE and EASY using Bitcoin! With Bitcoin, there is no FEE!

Payouts take 1 to 3 business days to be processed and approved. Sending can take 4 - 7 business days to reach your wallet after approval.

Due to the $30 fee, I get the error message that my amount is too low.

When I then wrote to support, they told me that the bonus does not apply to German customers and German customers will not be paid out. I made extra screenshots of the entire chat process, see attachment.

I checked everywhere myself to see if there was anything about it but couldn't find anything.

Even the support could not tell me where the mentioned rule is that German customers are not paid out.

Therefore, the casino simply does not want to pay out the winnings.

Hallo, hatte den 120$ Free Welcome Bonus genutzt und ihn komplett gewagert, daraufhin hatte ich 100$ normales Guthaben. Als ich versuchte eine Auszahlung zu erhalten sehe ich das bei BTC eine Auszahlung ab 100$ möglich ist. Allerdings nimmt das Kats Casino plötzlich eine 30$ Gebühr für die Auszahlung obwohl unter https://katscasino.com/banking

folgendes steht :

Bitcoin

State Restrictions: None

Min: $100 Max: 1,500 No Fee!

Withdrawals are FAST, FREE and EASY using Bitcoin! With Bitcoin, there is no FEE!

Payouts take 1 to 3 business days to be processed and approved. Sending can take 4 - 7 business days to reach your wallet after approval.

Erhalte aufgrund der 30$ Gebühr die Fehlermeldung das mein Betrag zu niedrig ist.

Als ich daraufhin den Support anschrieb erzählte mir dieser das der Bonus für deutsche Kunden nicht gilt und deutsche Kunden nicht ausgezahlt werden. Habe vom gesamten Chatverlauf extra Screenshots gemacht siehe Anhang.

Habe selber überall nachgeschaut ob irgendwo davon was steht konnte aber nix finden.

Auch der Support konnte mir nicht nennen, wo die genannte Regel steht das deutsche Kunden nicht ausbezahlt werden.

Daher möchte das Casino einfach nicht den Gewinn auszahlen.

Dear neiliyoo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found (here):

"The management reserves the right to disqualify certain countries or individual players from promotional offers."

However, I would like to emphasize that in case the restricted countries are not mentioned in the terms and conditions or are hidden somewhere, the casino should pay the player. Our position is closely explained in Fair Gambling Codex."

Please, could you advise how did you learn about the bonus? Was it available on the website for all the players to see, or inside your account?

We will contact the casino right after your confirmation. Thank you very much in advance for your reply.

Best regards,

Petronela

The bonus is visible to all players right on the home page. I had found the bonus via Casino Guru at Boni's. See image.

Unfortunately, I wasn't able to attach all screenshots, feel free to attach more. After I asked support, my account was immediately blocked for no reason.

I was told by support that the bonus is only withdrawable for customers from the USA and Canada. The information was not communicated anywhere on their website -> see picture.

Here is another picture of the fact that my account was simply blocked minutes after the support ticket.

I have also read through their terms several times since I was told that this is explicitly stated there, but this is not the case.

Der Bonus ist für alle Spieler direkt auf der Startseite zu sehen. Gefunden hatte ich den Bonus über Casino Guru bei Boni's. Siehe Bild.

Ich konnte auch leider nicht alle Screenshots anhängen, kann gerne noch weitere anhängen. Nachdem ich beim Support nachgefragt hatte wurde mein Konto auch direkt grundlos gesperrt.

Es wurde mir vom Support gesagt, dass der Bonus nur für Kunden auszahlbar aus USA und Kanada ist. Die Information wurde nirgendwo kommuniziert auf deren Webseite -> Siehe Bild.

Hier auch nochmal ein Bild davon das mein Konto direkt Minuten nach dem Support Ticket einfach gesperrt wurde.

Ich habe auch mittlerweile mehrmals mir deren Terms durchgelesen da mir gesagt wurde das dies dort explizit steht aber dies ist nicht so.

Same game with incorrect information is also here :

There it is clearly communicated that BTC is free of charge. For BTC, however, a fee of $30 is charged when withdrawing.

Gleiche Spiel mit falschen Informationen ist auch hier :

Dort wird klar kommuniziert das BTC Gebührenfrei ist. Für BTC wird allerdings beim Auszahlen eine Gebühr von 30$ genommen.

Thank you very much, neiliyoo, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello neiliyoo.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Dear casino representative, please explain to us how could neiliyoo know that he is not eligible for the promotion. 

Please also explain the issue with the fee.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello neiliyoo.

I am sorry, but it looks like the casino is non-responsive. In a situation like this, I recommend contacting the licensing authority. Unfortunately, this casino works without a license. All we can do is close this complaint as unresolved - the complaint will be published negatively impacting the casino's rating.

I am sorry that we were unable to help you more.