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Kassu Casino - Verification and withdrawal delayed

UNRESOLVED
Complaint Info
Disputed casino Kassu Casino
Reason Verification issues
Amount £ 1578
Macca1984 United Kingdom Message
Posted on May 19, 2020

I signed up to kassu casino on Sunday 10th May and deposited £200 and had a play of razor shark, after about 20 mins I got very lucky and my balance shot up which was an amazing surprise, I decided to withdraw and the amount was £1578.
Withdrawal said pending and a few hours later I was sent an email requesting documents off me for verification which I understood and sent them immediately the next morning I received another email stating my passport and driving license had been rejected due to poor quality so I sent them again and requested on live chat that they confirm they had received them which they did and my account was blocked for standard procedure whilst verification is being reviewed again I was fine with this waited patiently checking my emails daily with the excitement of claiming my rare winnings. 2nd,3rd day passes so I live chat to ask how long it would take for the was asked if I had sent second documents and asked for case numbers as proof which I told them, they said its taking longer than normal due to pandemic, I acknowledged this and sympathised with them, 4th I message again in told the same thing and that it has been excavated so I thought I would leave them for a while and hope it is done in a couple of days.
We are now on day 8 going on 9 and I'm starting to get frustrated I messaged again today and was told its been escalated but they haven't heard back from the team that was 3 days ago.
Im sure once the verification is processed that the casino is good but this is crazy how long its taking just to withdraw my winnings.
All I would like is to receive my £1578 which they owe me, I declined their bonus offer and used my own money all the documents are legit and in my address, I have never been declined nor refused to any casino and im not a big gambler so I cannot understand what its taking so long. As I say all I would like from this is to receive my winnings of £1578.
Thanks

Macca1984 United Kingdom Message
Posted on May 23, 2020

It has now been 12 days and I'm still being told the same thing. Except now I'm being told there is nothing they can do until another department gets in touch with them.
Does this department even exist? And if so why can't they get in touch with this department instead of waiting for them to get back!. I've attached screenshots of some of the replies which are telling me the same thing just from different people over the space of 6 days.
I believe that they let you deposit so if you lose your money they don't have to verify as they already get to keep it but if you do win they send you round in circles about verifying hoping you will just go away and then they keep your money again. How are they getting away with this!

Macca1984 United Kingdom
Posted on May 24, 2020

Update.
I have raised a complaint with the UK gambling commission also.

AskGamblers
Posted on May 25, 2020

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

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