Kajot Casino - Играчът не може да заложи депозита си поради текуща поддръжка.

I deposited €250 at Kajot Casino several weeks ago. At the time of depositing, I did not realise that the casino's games were unavailable due to ongoing maintenance.

As a result, my €250 deposited balance remains in my account. Under normal circumstances, I understand that deposited funds need to be wagered before they can be withdrawn, and I have no objection to this requirement.

The problem is that it is currently impossible for me to meet this requirement. Although I can access the Kajot website and log into my account, none of the casino games are playable. When I attempt to withdraw the €250 instead, the withdrawal system does not allow me to proceed and displays the message "invalid amount chosen", apparently because the deposited funds have not yet been wagered.

I initially contacted Kajot support regarding the maintenance. They replied and confirmed that maintenance was ongoing, saying that they would be back online and would update me as soon as possible. However, several weeks have now passed and the games remain unavailable.

I subsequently tried contacting support again by replying to their email, but my message could not be delivered. Gmail repeatedly attempted delivery and eventually reported a server-side error: "454 TLS not available due to server configuration issue". The support/contact option on Kajot's website now appears to redirect me to sending an email, so I currently do not seem to have another reliable way of contacting them.

I want to stress that I am not accusing Kajot of refusing to pay me, nor am I complaining simply because the casino is undergoing maintenance. I understand that technical problems can happen and I have deliberately waited several weeks to give the casino time to resolve them.

My concern is specifically that I have €250 of my own deposited funds in the casino and currently have no way to access them: I cannot wager the money because no games are available, while I cannot withdraw it because it has not been wagered.

I would therefore appreciate Casino Guru's assistance in contacting Kajot and resolving the situation. I would be perfectly happy either for the games to become available again so that I can meet the normal wagering requirement, or, if the maintenance is going to continue, for Kajot to allow me to withdraw my €250 deposit without wagering it first.

Thank you for your assistance.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify the situation.

• Have you tried contacting the casino’s customer support via the email address [email protected], which is listed on the casino’s website?
• Have you also tried contacting the casino’s customer support through the contact form available directly on the casino’s website?
• Did you notice the banner informing players about the ongoing maintenance before depositing money into the casino?
• Have you made any successful deposits into this casino before?

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

Best regards,

Veronika

Hello Veronika,

Thank you for your reply. To answer your questions:

• Yes, I have tried contacting the casino by email. Unfortunately, my messages to their support address could not be delivered. Gmail kept retrying and eventually reported a server-side error saying: "454 TLS not available due to server configuration issue."

• I have also used the contact form successfully in the past. I contacted them through the website in July and they replied on 17 July. They confirmed that maintenance was still ongoing and said they would be back online and update me as soon as possible. I subsequently tried replying to their email, but again my message could not be delivered. The website also no longer appears to show the same contact form that I was able to use in July.

• Regarding the maintenance when I deposited: the situation was a little different at that point. Some games were already unavailable, but the casino was not completely unplayable. In particular, Kajot games were still working. I therefore made the €250 deposit and received free spins and a bonus.

Kajot keeps bonus funds separate from the cash balance. The free spins and bonus funds are played first and have their own wagering requirements. I played with these and unfortunately lost the bonus/free-spin funds. However, my original €250 cash deposit remained untouched.

I then stopped playing and returned a few days later, intending to continue playing. At that point I discovered that there were no playable games at all. I therefore tried to withdraw my €250 instead, but the system would not allow the withdrawal and displayed "invalid amount chosen."

As I understand it, this is because I never wagered my actual €250 cash deposit. Although I did wager while playing the bonus, that wagering applied to the separate bonus balance and did not count as wagering of my deposited funds. Normally this would not be a problem because I would simply play through the required amount, but with no games available I currently have no way either to wager the deposit or withdraw it.

There was no indication when I deposited that the casino was about to become completely unplayable for such a long period.

• Yes, I have made many successful deposits before. I have actually been playing at Kajot Casino for approximately 4–5 years. I have made many deposits, previously including deposits through Neteller, and they were always credited quickly. I have also made several withdrawals in the past without any problems.

My previous experience with Kajot has been very good, which is also why I have tried to be patient about the current situation. This is the first time I have encountered such prolonged maintenance there.

I have now waited for more than a month, however, and nothing appears to have changed. I am not suggesting that Kajot is refusing to pay me or that anything improper has happened. My concern is simply that I have €250 of my own money there which I can neither wager nor withdraw, and there is no clear information about how long the maintenance will continue.

If Kajot had, for example, announced that the maintenance would take two months and that the casino would then return to normal, I would be happy to wait. The difficulty is that I was only told that they would be back online and update me as soon as possible, without any estimated date, and approximately 1.5 months have now passed.

I therefore submitted the complaint mainly in the hope that Casino Guru may be able to contact Kajot and establish what is happening, or help arrange the withdrawal of my €250 if the games are not going to become available in the near future.

Thank you very much for your help.

Dear mprovod

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello mprovod,

It's Michal again. I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Kajot Casino to join the conversation.

Dear Kajot Casino Team,

Could you please confirm when the maintenance is expected to be completed and when the player will be able to use the casino’s services normally again?

If no specific completion date has yet been established, please consider refunding the player’s deposits. I do not see sufficient grounds for requiring the player to wait indefinitely before being able to use the service for which the funds were deposited.

Should there be any additional circumstances affecting the situation that are not suitable for public disclosure, please feel free to send the relevant information and supporting evidence to me privately at [email protected].

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 Michal,

Just a quick update. Kajot has now contacted me directly and asked me to request the withdrawal via Neteller, which I have used for deposits with them before.

My €250 balance was now available for withdrawal, so I have submitted the request successfully. The withdrawal is currently showing as pending.

This looks promising and hopefully the issue is now being resolved. Thank you very much for contacting the casino and for your assistance. I will post a final update as soon as the funds reach my Neteller account.

Dear mprovod,

Thank you for the update. I am pleased to hear that the matter has moved in a positive direction, and I hope the funds reach you shortly.

Dear mprovod,

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.