Complaint #53
Kassu Casino
Unreasonably long withdrawal times
6 years ago
On the 1st April I opened a new account with Kassu. Deposited my money and proceeded to pay some slots. Luckily, I had a rather nice win and went to withdraw my money. In total I withdrew about £550.
A few days passed and i thought I would log back into my account and check the withdrawal status. A message appeared saying that my account was blocked and I should contact Live Chat, which I did. This was April 6th. The agent informed me that 'the relevant team is performing a routine check of my account'. I asked about the withdrawal and was told 'Don't worry, the withdrawal will be completed anyway'. I was reassured by this. Periodically, I would try and logging back into Kassu but was also greeted with the same message 'your account is blocked'.
On April 22nd, I was growing impatient and went back on Live Chat to see what was happening. The agent informed me that they were missing some verification documents and asked whether I had received the email from Kassu on April 6th. I never received this and it wasn't in my spam folder either. The agent helpfully copied the email for me. The documents needed were Proof of Identity, Proof of Address, and Proof of Payment Method - these also entailed me taking photos holding up the documents with a note. I duly did this and sent off all the required docs to the email address the agent provided. The agent told me that it 'should take about 48 hours after which they will release the payment'.
I gave them about a week and still had heard nothing from Kassu. I went back on Live Chat and had to explain the whole thing again. The agent even copied the same 'verification email' from before. I explained that I had done that and still not heard anything. He then asked if I had received a confirmation email when I sent the docs to Kassu. As before, I had not received any email. The agent did check the email account and confirmed that I had sent the docs in. He said that he would escalate the issue to the relevant department.
After a few days and I still had heard nothing, I went back on Live Chat and asked about their complaints procedure. I was given the 'complaints@kassu' email. I wrote to them to see if this would trigger some sort of response. I've still not heard anything from them and hence why I'm contacting Ask Gamblers. I appreciate that these are challenging times for many businesses, but this is taking way too long. Other casinos are still able to do this in a matter of hours/days. I think Kassu needs to treat its customers a little better than this.
A few days passed and i thought I would log back into my account and check the withdrawal status. A message appeared saying that my account was blocked and I should contact Live Chat, which I did. This was April 6th. The agent informed me that 'the relevant team is performing a routine check of my account'. I asked about the withdrawal and was told 'Don't worry, the withdrawal will be completed anyway'. I was reassured by this. Periodically, I would try and logging back into Kassu but was also greeted with the same message 'your account is blocked'.
On April 22nd, I was growing impatient and went back on Live Chat to see what was happening. The agent informed me that they were missing some verification documents and asked whether I had received the email from Kassu on April 6th. I never received this and it wasn't in my spam folder either. The agent helpfully copied the email for me. The documents needed were Proof of Identity, Proof of Address, and Proof of Payment Method - these also entailed me taking photos holding up the documents with a note. I duly did this and sent off all the required docs to the email address the agent provided. The agent told me that it 'should take about 48 hours after which they will release the payment'.
I gave them about a week and still had heard nothing from Kassu. I went back on Live Chat and had to explain the whole thing again. The agent even copied the same 'verification email' from before. I explained that I had done that and still not heard anything. He then asked if I had received a confirmation email when I sent the docs to Kassu. As before, I had not received any email. The agent did check the email account and confirmed that I had sent the docs in. He said that he would escalate the issue to the relevant department.
After a few days and I still had heard nothing, I went back on Live Chat and asked about their complaints procedure. I was given the 'complaints@kassu' email. I wrote to them to see if this would trigger some sort of response. I've still not heard anything from them and hence why I'm contacting Ask Gamblers. I appreciate that these are challenging times for many businesses, but this is taking way too long. Other casinos are still able to do this in a matter of hours/days. I think Kassu needs to treat its customers a little better than this.
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