Complaint #1 Kazeeno Casino

The promised time has already passed but I still havent received the email with the additional KYC requirements

By toyoda h.

2 months ago

I am asking for your help because the additional KYC process has still not been carried out.

I played at the casino using a welcome deposit bonus. I successfully completed the wagering requirements, and when I tried to withdraw my money, I was asked to complete additional KYC. My standard KYC had already been approved before I made the deposit.

At first, because I did not receive the email regarding the additional KYC requirements, I contacted customer support. I was told that the email would be sent within 24 hours. However, it never arrived. I contacted support several times afterward, but they only started giving me vague answers.

I would appreciate your cooperation so that my winnings of €1,719 can be withdrawn smoothly.

Disputed Casino Kazeeno Casino

Reason Other

Amount €1719

Discussion

AskGamblers

• Support Team

2 weeks ago

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.

taiappu

• Japan

2 weeks ago

yes ok than thank you

AskGamblers

• Support Team

3 weeks ago

Dear @taiappu,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Kazeeno Casino

• Representative

3 weeks ago

Dear AskGamblers Team and Toyoda H.,

We would like to confirm that all withdrawal requests associated with the player's account have been successfully processed and paid out.

At present, there are no pending withdrawal requests showing on the player's account from our side.

Kind regards,
Kazeeno Team

Kazeeno Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $774

Avg. Complaint Duration 10 days

Avg. Response Time 1 day

Kazeeno Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Kazeeno Casino Complaints

See all complaints for this casino

Formal Complaint regarding pending withdrawal

Dear AskGamblers Support Team,

I am writing to ask for your help with a withdrawal issue involving Kazeeno1 Casino.

My account is fully verified, and according to the casino’s own rules, withdrawals should be processed within 24 hours. However, I have now been waiting for 6 days, and my withdrawal is still pending.

I have contacted the casino by email several times to ask for an explanation. Unfortunately, I keep receiving the same response: that I should continue being more active on the casino because this will make the withdrawal process faster.

I do not understand why I should have to continue playing or be more active just to receive my own money, especially when my account is already verified and the casino states that withdrawals are processed within 24 hours.

The casino has not given me a clear explanation for the delay or a specific date when I can expect to receive my money. This has left me feeling frustrated and concerned about how my withdrawal is being handled.

I understand that withdrawals can sometimes take longer than expected, but waiting 6 days without a clear explanation or a proper solution is not reasonable, especially when the stated processing time is 24 hours.

I am not asking for anything special. I simply want Kazeeno1 to follow its own stated rules, process my withdrawal, and provide a clear explanation for this delay.

I would really appreciate it if AskGamblers could review my case and help me resolve this issue with the casino.

I will provide screenshots of my withdrawal, proof of my verified account, the casino’s stated withdrawal policy, and copies of my email conversations.

Thank you for taking the time to review my complaint. I hope you can help me reach a fair resolution.

Kind regards

26h left

€400

Withdrawal pending since September 30th

The casino is delaying my withdrawal. I requested it on September 30, and I still haven’t received my money. The same thing happened with my first withdrawal.

They claim that being active on the website helps me receive my money faster, but this is clearly not the case, as I have played a lot.

They refuse to provide any estimated payment date and simply tell me to wait and that they will notify me by email.

I do not consider this fair treatment. Customers should not have to beg to receive their own money. I would like this matter to be investigated and would appreciate help in getting my withdrawal processed as soon as possible.

Resolved

Ft115,000

Pending Withdrawals Since 29 September

Dear AskGamblers Team,

I am waiting for my withdrawals to be processed since 29 September. Despite contacting Kazeeno Casino several times and sending multiple emails, I have not received a clear answer or a specific date for when my withdrawals will be paid.

They only keep telling me that I will receive an email once the withdrawals have been completed, without providing any estimated timeframe or payment date.

I am therefore submitting this complaint because I have been waiting since 29 September without receiving any concrete information.

I have attached a screenshot showing the pending withdrawals as evidence.

I kindly ask for your assistance in resolving this matter.

Kind regards,

Resolved

€918

The casino has not processed my withdrawal

The casino has not processed my withdrawal.

I have been waiting for my withdrawal since August 26th. Whenever I contact them, they tell me that it is being processed and that I do not need to worry. Sometimes they say that it has been prioritized, while other times they tell me that it will be processed within 24 hours.

The days keep passing, and they still have not processed my withdrawal since August 26th.

When I ask if they need any documentation from me, they simply tell me to wait. I have been patient and cooperative throughout this process, but the casino refuses to provide me with a timeframe or actually process my withdrawal.

I would appreciate a clear explanation as to why my withdrawal has still not been processed and when I can expect it to be completed.

Resolved

€448

I wait on a 378 Euro payout since 27 August

Hello i wait since 27 August that my withdraw gets processed. My account is fully verified, i sended a selfie with my Id Card in one hand and in other hand the homepage of Casino open on my phone. The support says that they can not give me a timeframe when my withdraw will be processed. Because i wait since 13 days and still have no information when my withdraw gets processed i write this complaint and hope for help.

Resolved

€378

Delayed payment for many days

My withdrawal was requested on the 19th of August. I was asked to provide KYC documents, which I submitted promptly, and my profile was fully verified on the 23rd of August.

Today is the 30th of August, and despite my account being verified for a full week, the payment has still not been processed.

This delay is unreasonable, and I would like a clear explanation of the reason for the delay and confirmation of when my withdrawal will be completed.

Resolved

€300