Kassu Casino - La cuenta del jugador fue bloqueada.

Won 600 pound around 7 months ago send in photo id that was approved but because they wanted more id as I used a relatives account to deposit they requested 3rd party proof of bank plus passport plus a disclosure saying can use there account after doing this took a few weeks they say my passport has expired that they originally accepted ....time goes on receive a email saying no more id required email supplied then wen asked if funds been released get email saying want id email supplied such a awfully run company

Hello Teganlawryq,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kassu Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the casino ever approved the 3rd party payment? How long after they found out about it did they close your account? Since when exactly was the verification ongoing.

Based on the current description, I would say that the reason was definitely using a 3rd party payment as it is a very strict rule in almost every single online casino and most cases ends with account closure.

Looking forward to your answer.

Regards,

Nick

Hi they did approve it as they asked for 3rd party signed verification this has all been approved it was not so much about the account closure but the releasing of funds thet have had everything but now asking for photo id as original passport that was in date amd approved has not expired I can't afford to renew my passport as yet it was in date wen they first received it and oked it thanks

Hello Teganlawryq,

I believe that as long as you do not own a valid passport the casino should request for a different ID document. Did you let them know the fact that it is expired? Did they offer any alternate way to verify your identity?

No because at first it was in date when they accepted it just there being that awkward asking for so much stuff once I provided it all and they were happy with everything they then say ohh passport expired, when originally it was accepted think this is a case of casino raking money but not wanting to pay out as always

Here is latest email saying they got all documentation as I've now uploaded id but stillllll not issued paymant

Hello Teganlawryq,

If your account got verified it is now only a matter of time before your money would arrive. Be sure to give it a week or two and keep us updated.

another excuse any chance of stepping in and publishing what a bad casino they are

now received this ....

Thank you Teganlawryq for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Teganlawryq

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Kassu Casino to join the conversation.

Dear Kassu Casino,

Can you please provide some information regarding the player's withdrawal delay?

Also had there licence suspended

Dear Teganlawryq,

We are sorry to see that you have experienced issues with the processing of your withdrawal.

Your account has been reviewed and we can confirm that your 2 withdrawals for £300 each have been processed on the 30/09/2022. Kindly allow 3 to 5 working days for the funds to reach your account, depending on the processing time of your bank.

Should you have any other queries, please do not hesitate to contact us back.

Kind Regards,

Kassu Team

Thanks does my account remain closed now a id provided ? U do have a good casino its a shame the final process let's you down regards

Thank you Kassu Casino for the response. Can you clarify if the player's account will be closed or if the player will be able to access it?

Dear Teganlawryq,

As per company decision your account is to be remained closed, without the possibility of being re-opened.

Please refer to our Terms and Condition's clause 13.

Thank you for your cooperation and should you have any other queries, please do not hesitate to contact us back.

Kind Regards,

Kassu Casino

Dear Teganlawryq

I understand that closing your casino account might appear a bit Odd, but the casino has the right to close any player account at their sole discretion once all financial obligations are cleared.

Please let me know when you successfully receive all your withdrawals.

Dear Teganlawryq,

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.

Dear Teganlawryq

Can you please confirm that you've received all the funds?

Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will consider your complaint as not relevant anymore and will be forced to reject the complaint.

Dear Teganlawryq

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal