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Kassu Casino - Verification and withdrawal issues

RESOLVED
Complaint Info
Disputed casino Kassu Casino
Reason Verification issues
Amount £ 70.33
Rosscoe1985 United Kingdom
Posted on May 11, 2020

Made my first withdrawal via PayPal after numerous deposits. Received email requesting that documents be provided but then within minutes a further email stating that my PayPal account is not my own. Spoke to an agent on live chat and explained the situation, provided a copy of my ID to prove who I am. I then proceeded to send copies of all my documents including evidence that the PayPal account did indeed belong to myself and was linked to all bank accounts in my name. Nothing was heard back so spoke to live chat a 2nd time who esculated the case. Still nothing received and unwilling to give me any kind of time frame with which to resolve the matter. Spoke to a 3rd chat agent who was extremely unhelpful and wouldn't give me a proper response to questions asked. Still waiting on my withdrawal and still no communication from anyone at Kassu regarding my documents. More than happy to allow me to deposit 6 previous times using my PayPal without any checks being made but now state I'm breaching t&c's even though I am the owner of the account. Very dissatisfied

AskGamblers
Posted on May 11, 2020

Dear @Rosscoe1985,

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.

Rosscoe1985 United Kingdom
Posted on May 11, 2020

Total withdrawal is £70.33 thank you

AskGamblers
Posted on May 27, 2020

Dear all,

This complaint has been reopened as per Kassu Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Rosscoe1985 United Kingdom
Posted on May 27, 2020

Withdrawal finally successful after 17 days. Complaint is now fine to close thank you

Posted on May 27, 2020

Hello ROSSCOE1985,

Thank you for confirming it and for your patience.

We confirm that the withdrawal has been approved on the 20th of May.

Do not hesitate to contact us if you need any other information.

Regards,
Kassu Team

AskGamblers
Posted on May 27, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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