Excessive delay in payment of withdrawal

I made a withdrawal with the amount of 6300€ from Kassu casino on 14. November 2022. After the withdrawal request, I was asked for documents to verify the account. I sent documents, but none of them were valid. I tried to ask Kassu's customer service which documents I should send them, but I didn't get a clear answer from any of the customer service representatives. Finally, after a week, the account verification was successful. Since then I have waited seven weeks for my withdrawal. I have asked Kassu's customer service about it several times without getting a clear answer. For the last three weeks, Kassu's customer service has no longer answered my messages. And I still haven't received my money on January 6, 2023

I thought this would be resolved before the casino was going to be shut down but it's taken far longer than I anticipated. Nearly a year ago I tried to make a withdrawal of £275.04 after 8 months of painful back-and-forth verification the casino said it had been paid out. I should've screenshotted the account before the casino was shut down. I have checked the site currently and it says to email support about pending withdrawals, as mine still hasn't been paid into my account it is pending. I have attached a screenshot of the website to back up this statement.

There are no payments from Kassu on my bank account at all that should be enough evidence to show I have not been paid by this casino. They are no longer replying to my emails even though it states that customer support is still active.

My bank statement is unchanged since September last year (meaning I have not had a single payment into the account since September last year), if you check email1 the customer support agent states the withdrawal was supposedly paid into my account on 9/11. I have taken a photo (my banking app doesn't let me screenshot) of the bank balance to date to show that it is unchanged as further proof and have sent this to them along with the bank statement as you can see in email1. You can see the dates in the emails below, email3 was my last attempt at getting them to pay out but they have ignored my last two emails completely.

It's been nearly a year since I tried to make this withdrawal I just want my money!

I have been waiting 4 weeks for my withdrawal and no I'm being ignored, I now can't use the live chat which is very annoying. I verified the stuff needed from the email and triple checked and unable to submit anything else so can't be that?

I have now found out that you will be ceasing operation from the 31st of December in the UK? Am I ever going to receive my withdrawal.?? I have emailed multiple times and all I get is the same response. I want to know exactly why its taking so long!!

I made a withdrawal on 20 December 2021 and still haven't received it. I received an email this morning saying the site will close and I will no longer be able to access my account from the 30th of December I'm not sure what will happen to my withdrawal. Emails were sent but no response, I rang several times but only auto voice and live chat has been closed

I have played for Kassu some time now and I really enjoyed this casino until this nightmare I am in now. 10 days ago I was requested to verify my bank account when I made a withdrawal. I verified and sent all requested documents and verified my id and address. It got approved and I received my funds. I have made several withdrawals since that time and it has always worked totally fine and been paid out quickly. But this last weekend I made two withdrawals. One of 800 pounds and one of 130 pounds.

On Sunday I received the first confirmation email that it been paid out and 3 hours later I received the last one of 130. I've always received the funds seconds after I received the confirmation email but I never received the 800 pounds only the 130. I understood something was wrong so I contacted their live chat and they escalated it to relevant department. I have now for 3 days tried to get an update or a reply.

The support say it have been technical issues, someone said my bank account wasn't verified even though I sent screen shots of when I sent it 10 days ago. It's impossible to get to speak with someone and I never get any reply when this relevant department will come back to me. I asked them to handle this with high priority because 800 pounds is a lot of money and it doesn't feel good that these have just disappeared. It's also very strange that I received the payout of 130 and another one for 50 pounds that I dis yesterday. Something smells fishy and I'm thinking if this can be reported to any authority.

I won £700 on Kassu over a week ago. I have uploaded my passport, bank card , proof of address 2 different documents. Coincidentally 32 red requested this in the same week and accepted all my documents and approved in 24 hours. They are now asking for a picture of my old bank card which obviously I don’t have as it’s an old bank card and saying that my address documents are blurred which they are not as 32 red accepted them and they just are not blurred. I have read through previous complaints about Kassu and can see the MO on paying out always follows this path. I will log this here and advise people to read the trust pilot reviews as well.

I made a withdrawal on 4/5/22 for £5250. I am a regular at this casino and deposit/withdraw every month. Most often without any trouble. However, on this occasion my payment has been delayed and I keep being told that it has been escalated to the relevant team. It has been 6 days since the withdrawal and it has still not been processed. I would like this resolved asap.

7 days and still not received my winnings!!!

I am extremely disappointed with the customer service and cannot believe the endless delays and hurdles they put in front of customers who win money and want to be paid out. I made a deposit through Apple Pay and expected my withdrawal to be paid instantly. Instead they needed to verify me manually even after the third party vendor system already verified me when I registered.

I have been waiting almost 7 days for my winnings and still not received my money. At the time of writing this i have been promised my money will arrive on Monday as they apparently processed the withdrawal on Thursday and i received this below unsure why you would say 'if for some reason the funds don't reach me they want my bank statement and will launch an investigation'? They can track the transfer through their bank and how would this ever go wrong ? I have read really concerning reviews about people waiting weeks and months for their payouts.

"Please note that the funds arrival can take up to 3 working days from the day the transaction was approved, this was done 2022-03-09 17:04 GMT. Please allow until next week for the funds to arrive. If for some reason the funds have not reached you then, we will request a bank statement from you and conclude a full investigation."

I am ready to write a very detailed review about my experiences and lodge a complaint with the Gambling Commission about many things if the money is not in my account on Monday (in less than 48 hours

It’s been 14 days since I tried to withdraw 3 different amounts £1000, £855 and £200. Sent all necessary documents had my ID approved and verified but still no payment. Keep getting same response withdrawal is under review relevant team will contact you with no time frame to when that will be this has been going on for over a week and says 3-5 days for withdrawal.

First I’ve been using Kassu and I believe it is last. I've won 7.300£ on 16 of February today is second of March still don’t have my money. I keep asking them what is going on why is like that I never had situation like this before. Everyday I hear something like I will speed up this for you I’m sorry for the delayed.

When I checked Google it shows from 3 to 5 working days I keep asking them what is taking so long they keep telling me relevant department need to approved the withdrawal we will contact you when it is done? I’ve ask them give me some time they said we cannot give you exact time for the transaction but who can? I tried to call them, the telephone doesn’t work keep chatting us it says. Got no telephone number…

They cannot tell me when I’m going to receive my withdrawal which is pending from 14 days. Don’t know what to do they keep telling me the same thing everyday. For first time I have situation like this and I hope is the last. Please help because don’t know what to do.