KatsuBet Casino - Die Auszahlung des Spielers wurde zurückgehalten.

Good day,

My daughter created the profile and yesterday we received an offer to get 1 euro free spins, we did that too, I approved this payment, then 50 euros were debited from me and booked on katsubet, but I didn't release this payment!!!! !since the deposit is in my name and the profile is in my daughter's name they refuse to send me the money back, I uploaded all the documents sent emails etc... I made an extra account on Skrill but they don't do anything, I would Don't voluntarily transfer 50 euros to play because I don't have the money right now and I'm dependent on it, of course I don't have the money....that's already bordering on being made fun of and fraud, I gave my details and they don't accept anything from my daughter

Best regards R****** L*** Christa

Guten Tag,

das Profil hat meine Tochter erstellt und wir haben gestern ein Angebot bekommen um 1 Euro Freispiele zu bekommen das taten wir auch diese Zahlung hab ich genehmigt ,dann wurden mir 50 Euro abgebucht und auf katsubet gebucht aber diese Zahlung habe ich nicht freigegeben!!!!!da die Einzahlung auf meinen Namen ist und das Profil auf den Namen meiner Tochter ist weigern sie sich mir das Geld zurück zu schicken,ich hab alle Dokumente hochgeladen Mails geschickt usw …hab extra auf Skrill ein Konto gemacht aber sie machen nichts ,ich würde freiwillig keine 50 Euro überweisen um zu spielen denn das Geld habe ich gerade nicht und ich bin angewiesen darauf mir fehlt das Geld natürlich….das grenzt jetzt schon an verarschung und Betrug , hab meine Daten angegeben und von meiner Tochter sie akzeptieren nichts

mi freundlichen Grüßen R****** L*** Christa

Dear fgtqth2nxw,

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

„11. Depositing

...

The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated. The Company is not responsible for the lost funds deposited from third party accounts."

Furthermore, please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.

If your daughter is not able to prove that she is a legitimate owner of the payment method and she hasn’t received approval from the casino allowing her to use a third-party payment method, I’m afraid there’s not much we can do.

Thank you very much in advance for your reply and understanding.

Best regards,

Petronela 

I or she didn't even make the deposit, we were talking about 1 euro and not another 50 euros, they didn't even approve the 50 euros so what's this bullshit

Ich oder sie hat nicht einmal die Einzahlung getätigt,die Rede war von 1 Euro und nicht von noch weiteren 50 Euro es wurde nicht einmal die Genehmigung für die 50 Euro erteilt also was soll dieser Bullshit

And I wanted to change my daughter's name to me, they don't do everything cheating either, I'll hand everything over to my lawyer, again no approval was granted from 50 euros only from 1 euro

Und ich wollte den Namen von meiner Tochter auf mich wechseln tun sie ja auch nicht alles Betrug werde meinen Anwalt alles übergeben ,nochmals es wurde keine Genehmigung erteilt von 50 Euro nur lediglich von 1 Euro

Dear Guru Casino Team,

Based on our investigation, we have decided to return the deposit funds to the payment method holder. Hence, we kindly ask Mrs. fgtqth2nxw to withdraw funds to the same card that was used to make the deposits. Should she wish to continue her activity in our casino, we kindly request that she create a separate profile with personal data.

In order to play in our casino, it is important to remember the following rules:

"The Company does not accept third-party payments. You must make deposits only from a bank account, bank cards, e-wallets, or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated. The Company is not responsible for the lost funds deposited from third-party accounts." 11. Depositing

"The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors." 9. Use of Player Account.

We will be glad to provide any additional information you need regarding this case.

Take care of yourself and stay safe!

Kindest regards,

KatsuBet Casino team

Thank you very much, KatsuBet Casino team, for your assistance with this case.

Dear fgtqth2nxw,

Could you please follow the casino's instructions and keep me informed about any further developments?

Good day,

I sent KatsuBet all the necessary data and since then there has been radio silence and no transfer back either 🤷‍♀️

Guten Tag,

ich habe KatsuBet alle notwendigen Daten übermittelt und seitdem Funkstille und auch keine Rücküberweisung 🤷‍♀️

Thank you very much, fgtqth2nxw, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Greetings all,

Dear fgtqth2nxw,

From now on, I will assist you with your issue. Before I ask the casino about an update and details, allow me please ask you a few questions.

How were all the necessary data sent to the casino?

If I understood it correctly, you should have requested a withdrawal from your daughter's casino account with the same payment details that were used for deposits. Was this done, please? Is there a pending withdrawal in the account in question?

Dear fgtqth2nxw,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, KatsuBet Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru