Complaint #23 Casitsu Casino

Casino refuses the withdrawal request

By Masiha600

3 years ago

Based on the their policy I should I have wagered my deposit at least 3 times before I can withdraw my money. The initial wager was 900 dollars and I wagered around 6000 dollars but when I request for withdrawal they refuse and say I have not met the requirements.
I already asked the support team to clarify and check from their end that I have wagered enough to withdraw my money but they refuse to provide me with answer and I get ghosted. They also disabled my access to contact the live support team.

Disputed Casino Casitsu Casino

Reason Declined payment

Amount $1015.15

Discussion

AskGamblers

• Support Team

3 years ago

Dear @Masiha600,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Masiha600

3 years ago

The wagering requirement was fulfilled on March 6, and I submitted a comprehensive summary of my gaming transactions to the support team. Unfortunately, despite waiting for several weeks, I never received a response. Additionally, my interactions with the online support team were consistently unpleasant and unhelpful. It was not until I lost all of my winnings that I was able to make a withdrawal.

Based on my experience, I strongly recommend that anyone reading this consider avoiding Casitsu.

AskGamblers

• Support Team

3 years ago

Dear @Masiha600,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Casitsu Casino

• Representative

3 years ago

Hi Masiha600,

Wagering was not completed until and including March 8th.

On March 19th you requested a withdrawal again.

This was granted and successfully processed.

Casitsu Casino Complaint Stats

Resolved 8 / 12

Avg. Amount $2,000

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Casitsu Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 6 out of 9 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Casitsu Casino Complaints

See all complaints for this casino

16th day pending withdrawal

Hi,

I would like to file a complaint due to my requested and still pending withdrawal hasn’t been processed.

I requested the withdrawal on the 14th of april. Account is verified and I am told to wait for the finance department approval.

In the casinos terms of conditions it is said withdrawals take 3-7 days, it’s 9 days the max withdrawal time that is set in the T&C today.

Unresolved

Pay out my profit

I have been in contact with the casino twice, but have not received any feedback as to why the money is not being paid out. The operator on the chat says they have forwarded it to the finance department, but that there is no response from them.

The account is verified and I didn't play with any bonus So I don't understand why the money is not paid out.

Unresolved

kr177

Account disabled and bonus abuse

Dear Askgamblers,

I have serious problems with Casitsu casino.

On March 25, 2024, I made a deposit at this casino and used the 170% deposit bonus that was sent to me by email. When I finished wagering, I had $800 left in my account.

I made a withdrawal on 25 March 2024

Today I wanted to see if there was anything new about this and I was greeted by a notification that my account had been suspended. I also received a notification by mail that I abused the bonus and I assume that's why my account was terminated. First of all, let me tell you that I have not abused the bonus conditions with anything, because I have been playing slots on the Internet for too long and I know what to look out for.

And secondly, they didn't even explain to me how I was supposed to abuse the bonus conditions. I would like if you could help me. I will attach all the pictures I took while playing (account balance, completed wagering, bonus promotion I received by mail, my deposit,...).

Thank you.

Unresolved

$800

Delayed payment for almost a month

I requested my withdrawal on January 12th,2024. According to their Terms & Conditions, it will take 3-7 days to process the withdrawal. Unfortunately, until now I have not received any feedback.

I tried to contact the support team many times and I always received the same answers for more than 21 days: “ We will follow up your request with the finance team. You will receive an E-Mail as soon as we have an update”

It is not quite helpful and there is no other way to seek help from the casino.

I would appreciate it if I could get an answer soon.

Unresolved

€800

Account disabled and bonus abuse

Dear Askgamblers,

I have serious problems with Casitsu casino.

On November 9, 2023, I made a €100 deposit at this casino and used the 140% deposit bonus that was sent to me by email. When I finished wagering, I had €1599.90 left in my account.

After successful verification, I made a withdrawal on 11/14/2023.

Thank you.

Best regards,

Alen

Resolved

€1,600

Rejecting official documents and delaying verification

Hello,

I was verified before in this casino, I even got withdraws. Then i used my credit card to make some deposits, all good. Then I used mifinity and win big (1700€). Now I wanted to withdraw my winnings. I uploaded mifinity photos (which got accepted). After 2 days I asked why my withdraw was not confirmed yet, then the casino told me to upload proof of my credit card (which is a virtual credit card from revolut).

I uploaded the card confirmation (official document from the bank, confirming my card, address, name, bank account) which got rejected after 12h, then I asked the chat what to do -> please reupload the card confirmation, it will be ok since its a virtual credit card. Again after 12h rejected, saying I should take a photo from the VIRTUAL credit card (?), like how.

Good I even made a photo from the credit card in my app using a 2nd phone (screenshots not allowed in the banking app) + uploaded a transaction history from the card payment back in July. Now I am still waiting for any response or verification of the card. Its not even the payment method I used when I won the 1700€, so no reason to delay it.

in summary I uploaded: card confirmation (official doc from the bank), photo from the credit card in the app, transaction history.

By the way, this document was accepted by nearly 5-6 other DAMA N.V. Casinos, no problem at all. First time I ever have to open a complaint.

Resolved

€1,700

Verification issues with my old ID after I cashed out

I’m having a bit of a issue I uploaded a picture of my old ID to verification which I lost and and uploaded the selfie with my new id for verification, My New ID was issued on Aug 25th which is the only difference between my old ID and New ID , All information is the same between the two IDs minus that issuing date. The customer number which is validated by our provincial government.

I have offered to upload my passport my new ID , my birth certificate , and even my social I would upload if needed to prove I am who I am , but in order for me to get validated for a cash out they are demanding me to somehow find my old ID which I cannot find.

They have validated everything else from my payment to my address and my phone number.

I have played on multiple casinos and this is the only time I’ve ever had an issue.

I cannot find my old ID I lost it and in turn I was issued another one from SGI. The customer support will not help me and I can’t get verified even though I’ve played here since 2021 and can prove I am myself.

Resolved

$2,000

Withdraws getting rejected

Hello,so I made an account in the Casitsu online casino platform. Got myself verified and wanted to make my first withdrawal. Waited 7days and it got rejected.

Then I tried few more times with other withdraw options and they all got rejected. And they told me that the problem was that my bank rejected the withdraw or i inserted the credentials wrong. After checking with my bank, they told that there should me no problems receiving money and that they haven't rejected nothing. And I always double checked if I put my credentials right.

It's been 10days,and still they haven't managed to transfer my money of 2000€.Not a good experience.

Resolved

€2,000

Deposit of €25 not credited after 3 days

Hello, 3 days ago made deposit 25 EUR to Casitsu casino (Dama nv), in transaction history deposit is rejected, but from skrill money are send. From skrill recive letter about processing deposit. Uploaded screenshots to casitsu, where can see that my deposit is send to casino. After 3 days no answer from casitsu casino finance team, deposit is recived or not. Maybe here I can get answer?

Resolved

€25

Waiting for withdrawal since August

Hi!

I registered to Casitsu on 12.8.2021. I deposited 250 euros and took the welcome bonus. I wagered the bonus with different games and bet sizes that are allowed in bonus rules and managed to get a withdrawal of 1344 euros

Now it has been over two months and I haven't received my withdrawal. I went to chat over 3 weeks ago and they promised to pay me in 10 days (photo). They already asked my bank informations. Nothing has happened.

Please AskGamblers, can you help me.

Resolved

€1,344