Katana Spin Casino - A retirada do jogador está atrasada.

I requested my withdrawal as per usual and I still have not received my winnings.I don't usually have an issues when withdrawing but this time there has been a problem.The casino say that it has been sent and they have sent me proof of this but my bank says they can't see any sign of a deposit.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Do I understand correctly that you have made successful withdrawals before?

Thank you in advance for your reply.

Best regards,

Kristina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello

I believe I made the request on the 31st of August.And I have made many successful withdrawals with them and it's never taken more than a week.I am actually waiting for another win from them as well.The 2nd withdrawal was requested on 1st September and is for £154.82.I have attached 2 pictures below to help I hope.

Thank you

Thank you for your reply, Jittle. Could you please clarify when exactly you made the last successful withdrawal? Did you use the same payment method to withdraw your winnings from this casino in the past?

Hello.I made my last successful withdrawal around the 20th of August and it was in my bank on the 26th of August.I used the same payment method I have always used for this casino.I have seen quite a few more reviews on trust pilot about people who are going through the same problem as me and those reviews have been posted in the last 2/3 weeks so the timeline matches with my issue. Some of them peoples money was credited in the end but I am still waiting for both of my wins.

Thanks

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Jittle,

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

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru

We’ve reopened this complaint at the request of Jittle. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Jittle, have there been any updates since my last message?

Hello.I have attached a screenshot shot of the last email they sent me.I feel as though they are just fobbing me off by saying allow 14 days for the funds to go into my account.I think they said 14 days so I would not contact them as I kept asking them for updates.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Katana Spin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Katana Spin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello!

We would like to confirm that the refund has been successfully processed on our side and credited to the player's bank account. The refund transaction can be observed on the 23rd of September in the player's bank statement.

Dear Romi,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

Katana Spin Casino

I am owed 2 sums of money.Yes I received one amount but not the other.This is an example of the poor customer service I have received.Nobody has an idea what is going ok and I have just been told excuse after excuse.I have just been going round and round in circles with Katana spins.You say it has been successfully processed,just like you said my 2 wins were successfully processed but they were not were they.

2 months and still no resolution.

I am still waiting for this one

Dear Jittle,

We apologise for the confusion. Please note that we are still awaiting the documents from your side regarding the other withdrawal. To investigate this properly, we need the bank statement covering the period from the 31st of August until the current date.

Additionally, please be reminded that we communicated this request via email on the 22nd of September, and we are still waiting to receive the necessary documentation to proceed. We have also sent you proof of payment confirming that the funds were transferred from our side.

If you are experiencing difficulties providing the bank statement in PDF format, you may alternatively provide photos of the statement similar to the refund documentation.

If you have any further questions, please let us know.

Best regards,

Katana Spin Casino

Where is this email about asking me for a statement covering the above dates? I have been through them all and do not see it.And as to you sending me proof of payment details,you sent me proof of payment details originally,and the money did not arrive.Your proof of payment means nothing to me I'm afraid.

How many times do I have to keep providing you statements and pictures?

I will be sending you my pdf bank statement by email.

Dear Jittle,

Thank you for providing the requested documents.

We would like to inform you that the second refund for the withdrawal dated 31.08 has been processed today on our side. Please note that bank transfers can take up to 5 banking days to be credited, although this period is often shorter, as experienced with your previous transaction.

If you do not receive the funds within this timeframe, please let us know and we will assist you.

Best regards,

Katana Spin Casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jittle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi