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The casino refuses to pay with the same method I deposited the first time with which is CoinsPaid (BTC).

Il casinò si rifiuta di pagare con lo stesso metodo con cui ho depositato la prima volta ovvero CoinsPaid (BTC).

Dear Nemokid,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I understand your frustration. However, as I mentioned earlier, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

Hi Petronela,

maybe I was not very clear, I have been using Coinbase for a year now and I made deposits and withdrawals on all the casinos of Dama NV and more! I asked why they didn't make me withdraw in BTC since my first deposit on their casino was done with this method. Answer: we are not a financial institution!

If this seems like a satisfying answer to you, since on their site I read that you can deposit and withdraw in BTC !!! Not only do these payment methods appear at the cashier, you withdraw and you receive the confirmation email of your cryptocurrency address and then see you deny the same with this absurd excuse ... Better then not to put these payment methods since they are not materially possible use them in the withdrawal phase! They make you withdraw only with Mifinity or wire transfer when you read that many other payment methods ...

Ciao Petronela,

forse non sono stato molto chiaro, utilizzo Coinbase da oramai un anno ed eseguivo depositi e prelievi su tutti i casino di Dama NV e non solo! Ho chiesto come mai non mi facessero prelevare in BTC visto che il mio primo deposito sul loro casinò l'ho fatto proprio con tale metodo. Risposta: non siamo un ente finanziario!

Se ti sembra una risposta esaudiente questa dal momento che sul loro sito leggo che si può depositare e prelevare in BTC!!! Non solo in cassa appaiono tali metodi di pagamento, prelevi e ti arriva la email di conferma del tuo indirizzo in criptovaluta per poi vederti negare lo stesso con tale assurda scusante... Meglio allora non mettere tali metodi di pagamento visto che non sono possibili materialmente utilizzarli in fase di prelievo! Ti fanno prelevare solo con Mifinity o bonifico quando si legge che hanno molti altri metodi di pagamento...

I understand your frustration, Nemokid. Please understand that displayed payment methods may not be available for all the countries or other payment provider's restrictions. Which other way to receive your winnings would be acceptable for you?

Could you please advise if you have changed the currency of your casino account recently?

Absolutely not, always played in NZD currency. However, the casino allows you to play in different currencies while also depositing in cryptocurrency. Let me explain better, the casino forces the customer to withdraw their winnings instantly only with Mifinity, while if I request to withdraw in cryptocurrency they make up the story of not being a financial company. There is not only Mifinity as a withdrawal method in their casino, if they put other methods active, the player should be able to withdraw with the method they prefer not with what they want.

Assolutamente no, sempre giocato in valuta NZD. Il casinò permette comunquesia di giocare in diverse valute depositando anche in criptovaluta. Mi spiego meglio, il casinò obbliga il cliente a ritirare le proprie vincite istantaneamente solo con Mifinity, mentre se richiedo di prelevare in criptovaluta si inventano la storia di non essere una finanziaria. Non esiste solo Mifinity come metodo di prelievo nel loro casinò, se mettono altri metodi attivi, il giocatore dovrebbe potere prelevare con il metodo che preferisce non con quello che vogliono loro.

Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Nemokid!

I will take care of your complaint from now on. I would like to invite representatives of KatsuBet Casino into this complaint in order to help us resolve the withdrawal issue.

Dear Casino Guru Team, 

We have reviewed this case and would like to shed the light on the situation that has occurred.

Our casino offers players to withdraw via different payment methods both fiat and crypto and we are constantly trying to expand the list of available payment methods.

Let's get to the specific situation with this player. The player's first deposit to our casino really was made using the cryptocurrency. It was the first and only deposit to our casino via crypto, after this the player started making deposits using the MiFinity wallet. In some time after the player started using our casino, he got lucky and won a certain amount of money which he tried to withdraw. 

The player has made a withdrawal request using one of the cryptocurrency methods. We have to emphasize that the player has received winnings while playing with the deposit that was made from the fiat payment method.

Our casino works according to the rules, therefore due to the anti-money laundering policy, the player was advised to use one of the available fiat payment methods and since the payment method that was used for depositing (the deposit from which the player won was made with MiFinity) was available to withdraw funds - the player was advised to use MiFinity for making a cashout. 

Moreover, we would like to add that since the complaint's creation on August 18th the player made several successful withdrawals using the MiFinity payment system. The player's requests were processed in a timely manner, and the funds were received by the player as soon as possible.

Paragraph 3. HOW WE USE YOUR INFORMATION in the Privacy Policy of our casino states: "g) Monitoring and investigating transactions for the purposes of preventing fraud, terms abuse, money laundering, and other illegal or irregular gaming activities;" 

Therefore, our team believes that our actions were lawful and fully comply with both the rules of the casino and the anti-money laundering policy. The player was offered a reasonable option to withdraw funds, which he already successfully used.

Kind Regards,

KatsuBet Casino Team

The undersigned has repeatedly expressed the desire to want to withdraw with another payment method as he no longer wants to transact with Mifinity for his own personal choice, therefore having made the first deposit via cryptocurrency or via CoinsPaid I do not see why my requests have been constantly denied to direct me towards a method that I do not prefer and that I no longer want to use in the future!

Il sottoscritto ha più volte espresso la volontà di volere prelevare con altro metodo di pagamento in quanto non vuole più transare con Mifinity per propria scelta personale, pertanto avendo effettuato il primo deposito tramite criptovaluta ovvero tramite CoinsPaid non vedo perchè le mie richieste siano state costantemente negate per indirizzarmi verso un metodo che non prediligo e che non voglio più utilizzare in futuro!

Dear representatives of KatsuBet Casino,

I would like to ask you to provide us with deposit history of the player via email. You can reach me at: 'martin.d@casino.guru'.

I also add that your phantom internal rule that a player can withdraw only with the method with which he won is not contemplated in your T & Cs and not even in the world regulation of remote gaming. After all, no casino that I know of and of which I hold an account prevents me from withdrawing with the method with which I deposited regardless of whether I have won less with that same method used!

Aggiungo inoltre che questa Vostra fantomatica regola interna che un giocatore possa prelevare solo con il metodo con cui ha vinto non è contemplata nei vostri T&C e nemmeno nella normativa mondiale del gioco a distanza. Del resto nessun casinò che io conosca e di cui detengo un conto mi impedisce di prelevare col metodo con cui ho depositato a prescindere se io abbia vinto meno con quello stesso metodo utilizzato!

Dear Martin,

In order to send you the player's deposit history, we kindly ask you to provide us the player's official permission to disclose his personal information to the forum representatives. 

Hope for your cooperation.

Kind Regards 

KatsuBet Casino Team

Dear representatives of KatsuBet Casino,

Could you please specify the official permission, in what form it should be?

Dear CasinoGuru Team,

We asked you to provide the confirmation that the player agrees to provide you with his personal information from the casino. 

As we understand, you have no power of attorney from a player in order to receive and process his personal information at the moment.

Therefore, we ask the player to contact us via email with the official request in order to confirm that we are allowed to disclose the data of his transactions to the forum representatives.

Thanks for understanding.

Kind Regards,

KatsuBet Casino Team

Dear Nemokid,

Do I understand it correctly that you have already managed to successfully withdraw your winnings from KatsuBet Casino using MiFinity payment method prior to submitting this complaint?

That's right, I was able to withdraw the winnings exclusively and forcibly through MiFinity as they did not allow me to withdraw through the first deposit method used or CoinsPaid! The first method that I had decided not to use anymore, preferring instead the cryptocurrency (BTC) which is currently still operating !!

Esatto, sono riuscito a prelevare le vincite esclusivamente e forzatamente tramite MiFinity in quanto non mi permettevano di prelevare tramite il primo metodo di deposito utilizzato ovvero CoinsPaid! Metodo il primo che avevo deciso di non utilizzare più preferendo invece la criptovaluta (BTC) che risulta essere attualmente ancora operante!!

Dear Nemokid,

Since there is an alternative payment method available for you to use, I am afraid that we are not able to help you in this case. Availability of payment methods in the casinos often depends on various factors and there also may be some restrictions. In your case it is the contradiction between FIAT and crypto currencies, which is completely understandable in our point of view.

As there is nothing that we can do to help you with your query, this complaint will soon be rejected.

Is there anything else we can help you with?

If it is a contradiction between Fiat and Cryptocurrency the casino in question should not accept payments via this method! The contradiction seems to me to be inherent in your absurd answer!

Se è una contraddizione Fiat e Criptovaluta il casinò in questione non dovrebbe allora accettare pagamenti tramite questo metodo! La contraddizione mi sembra che sia insita nella vostra assurda risposta!

Because of the reasons mentioned above, we are rejecting this complaint.