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Kassu Casino - Payment delayed for almost a month

RESOLVED
Complaint Info
Disputed casino Kassu Casino
Reason Delayed payment
Posted on March 24, 2020

The was playing through the website and I withdrew this straight away to my Debit Card (I can’t check now exactly as they’ve locked me out of my account). i then waited a couple of day expecting the funds to
Hit my account they didn’t so I went on live chat and said my account had blocked and I needed to verify my account, having explaining to them that my account was locked and couldn’t use there portal to uploads documents I was then given an email

To send relevant documents, I did this straight away as per there requirements I went back to live chat and again was told
The process takes 72 hoursverify me , I waited the 72 hour period and contacted live chat again this where I was told it would be escalated and hadn’t been done on the

I received an email saying I was there top priority and they are still awaiting an update from The relevant dept

On 16th March my account was verified via an email to my account and that again that my withdrawal would be processed.

I have been contacting the live chat each day for 10 days and have been told there is nothing more that can do.

AskGamblers
Posted on March 24, 2020

Dear @tometee,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on March 24, 2020

Thank you kindly for helping me, it is causing me great distress whilst money is short in the midst of this pandemic - £200 I am owed.

Posted on March 26, 2020

Hello TOMETEE,

thank you for your patience.

Please note that we checked your account and we forwarded all the evidence to Ask Gamblers.

You will be updated regarding this matter as soon as possible.

Regards,
Kassu Team

Posted on March 28, 2020

Very much still an issue...casino are yet to withdraw my funds...still after all of this time!

Posted on March 29, 2020

Dear Thomas,

Your request has been reviewed by the relevant department and we will not be refunding any of your deposits.
We can confirm that you have registered the account on Kassu with different details to the one registered on Gamstop

The details that do not match are sufficient to surpass the system which is why you were able to register this account. We invite you to read clause no 29.1.5 in our T&Cs.

Your account will remain closed without the option of being re-opened.

I understand if this is not the outcome which you were hoping for and I urge you to seek help from the following organizations.

Here is additional gambling addiction support:

www.GamCare.org.uk
www.Ga­mbl­ers­Ano­nym­ous.org
www.be­gam­ble­awa­re.org

Furthermore, please consider installing filtering solutions below:

Net Nanny™ www.netnanny.com
CyberPatrol www.cyberpatrol.com


We highly recommend that you self-exclude on all gaming accounts that you hold with other casinos to make your self-exclusion as effective as possible.

Please visit our responsible gaming page:
https:­//w­ww.K­as­su.c­om­/re­spo­nsi­ble­gaming

If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone.

Best Regards,

Kassu Responsible Gaming Team
[email protected]

I never asked for my deposits to be refunded, please just process my withdrawals!

Posted on April 1, 2020

Dear Tometee,

thank you for your reply and your patience,

Please note that due to the outcome of the investigation, we confirm that your winnings have been voided and withdrawal canceled.

Do not hesitate to contact us for any other request.

Regards,
Kassu Team

Posted on April 1, 2020

And why is that?

Posted on April 2, 2020

Dear Tometee,

thank you for your patience.

Please note that after checking your account, we confirm that it was blocked and winnings voided due to a breach of our Terms and Conditions, already specified in the email sent on the 29th of March 2020.

We invite you to have a look at the clause 29.1.5 of our Terms and Conditions, accepted by your self upon registration:

'In requesting self-exclusion, You agree to provide full and accurate personal details, now and in the future, so Your access/use of the Website and Services can be restricted. If You do choose to self-exclude, We will use all reasonable endeavours to ensure we comply with Your self-exclusion. However, in agreeing to self-exclude, You accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, We have no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. If you self-exclude on a website operated by Genesis Global Limited, the self-exclusion will only apply to the website specified upon confirmation. If you would like to self-exclude on all Genesis Global brands, you can do so by contacting Customer Support via email or Live Chat. For UK players, if you self-exclude on a website operated by Genesis Global Limited, it will apply to all other brands. As a self-excluded player, you should not open another account with any other website during the time period you selected. Should you open another account with a website operated by Genesis Global Limited, we reserve the right to immediately close it, without prior notification and void any winnings.'

We hope this clarifies everything, but feel free to contact us for any further additional information.

Regards,
Kassu Team

AskGamblers
Posted on April 2, 2020

Dear all,

Following a careful review and consideration of all the information, details and proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Kassu Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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