Ag Awards

Kassu Casino - Winnings not received

Complaint Info
Disputed casino Kassu Casino
Reason Delayed payment
Inactive user
Posted on May 1, 2020

I signed up in early February, enjoyed the casino at first as I won £589. I made a withdrawal and was asked for documentation a few days later which I provided straight away. I was then told it was sent to the relevant department while it was being checked. While they were doing the check my account was locked and I had no access to it. I have sent emails to check when my withdrawal would be processed but have never got a reply. I also tried to call the phone number which did not work. Still not heard anything back on when I will get my withdrawal even tho 2 months have passed.

Posted on May 11, 2020

Dear all,

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

Posted on May 15, 2020


thank you for your patience.

Please note that we checked your account, as you know it was under verification process and checks.

Unfortunately, as confirmed via email on the 10th of May, you did not pass the verification. For this reason, winnings have been confiscated and no refund has been applied.

Please refer to the Terms and Conditions breached, clause 12 and 14

Do not hesitate to reply to our email if you need any further information.

Kassu Team

Inactive user
Posted on May 15, 2020

This is 100% a false claim. All my documents are legit and are mine. I sent you everything you asked for, ID, bank statement and a selfie of me next to my I’d holding a piece of paper with my kassu account number. I screenshotted my PayPal that clearly shows my name. There is no way at all these documents are fake. I have already waiting over 3 months for my withdrawal and kassu are only making up this lie to keep the process going on even longer. This is in no way acceptable and I will be seeking legal help to get my funds

Posted on May 15, 2020

Dear all,

Following a careful review of valid information and proof presented by Kassu Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

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