No contact from casino for 1 month, $12.500 lying in account

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.

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.

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.

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.

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.

Best regards,

Alen

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.

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.