Beschwerde #6
Kassu Casino
Waiting for withdrawal over a month
vor 6 Jahren
On the wed 19th of feb I was lucky enough after depositing twice via PayPal £100 and £50 to win £1000 , I withdrew this straight away to my PayPal account (I can’t check now exactly as they’ve locked me out of my account). i then waited a couple of day expecting the funds to
Hit my paypal account they didn’t so I went on live chat and said my account had blocked and I needed to verify my account , , no worries having explaining to them that my account was locked and couldn’t use there portal to uploads documents I was then given an email
To send relevant documents, I did this straight away as per there requirements I went back to live chat and again was told
The process takes 72 hoursverify me , I waited the 72 hour period and contacted live chat again this where I was told it would be escalated and hadn’t been done on the 25/02/2020 I received an email saying I was there top priority and they are still awaiting an update from
The relevant dept
On the 26/02/2020
I received this email
My I’d and my proof of address passed
Dear Matt,
Thank you for submitting your documents!
You’re nearly there but not quite – we are missing some items and could not complete the verification process:
Screenshot of your Paypal account used to fund the account via desktop which includes your name, email address and the URL.
Documents can be uploaded by going to ‘My Account’ and then clicking on ‘Document Upload’, or by clicking directly on the link:
https://Kassu.com/player/documents
For more information on the types of documents needed: https://Kassu.com/account-verification
Once we receive your missing documents, we will process them as soon as possible.
If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone.
Best Regards,
I clearly sent them all of this and my email
Go a long way to
Prove I’ve sent them this
Having sent emails almost every day and not having replied I used there complaints email
And registered a complaint
On the 11th of March which in my complaint I actually attached everything my I’d my proof of Address my PayPal
Account the actual invoices that my deposits were made to
Them
With all my information on clearly visible
To which I received this email
Dear Matt,
Thank you for contacting Kassu Support with your request.
We are sorry to hear about the frustration that our security verification procedure has caused you.
In accordance with our terms and conditions and our commitment to the relevant regulations, once a player has a certain amount of activity on the account, we are required to request documents to further verify your details.
We understand that this can be frustrating as it can be an inconvenience, however we take all possible steps to ensure that our security verification process is as convenient as it can be for the player, while ensuring we remain compliant.
We can see that you have sent us further documents on the 9/03/2020 and these are currently with the relevant team for you. I can assure you that once your documents have been verified and your account has been approved, you will be in touch by the relevant team.
We appreciate your continued patience and if you need anything else, do not hesitate to contact us. We are always happy to assist you.
Kind Regards,
Jessica
Kassu Support Team
As of this date I’m
Yet to
Hear anything from
Them
I have tried calling there customer service number and it seems to never go through
I current have a £1000 withdrawal pending just need to pass there verification process yet even though I’m providing everything to them they are not processing it and waiting almost weeks between communications
it’s now been a week and having heard nothing considering I’ve followed all there procedures and now nearly a month down the line we are absolutely no further down the line
I have all
The email
Proof so can add this to
The complaint
Hit my paypal account they didn’t so I went on live chat and said my account had blocked and I needed to verify my account , , no worries having explaining to them that my account was locked and couldn’t use there portal to uploads documents I was then given an email
To send relevant documents, I did this straight away as per there requirements I went back to live chat and again was told
The process takes 72 hoursverify me , I waited the 72 hour period and contacted live chat again this where I was told it would be escalated and hadn’t been done on the 25/02/2020 I received an email saying I was there top priority and they are still awaiting an update from
The relevant dept
On the 26/02/2020
I received this email
My I’d and my proof of address passed
Dear Matt,
Thank you for submitting your documents!
You’re nearly there but not quite – we are missing some items and could not complete the verification process:
Screenshot of your Paypal account used to fund the account via desktop which includes your name, email address and the URL.
Documents can be uploaded by going to ‘My Account’ and then clicking on ‘Document Upload’, or by clicking directly on the link:
https://Kassu.com/player/documents
For more information on the types of documents needed: https://Kassu.com/account-verification
Once we receive your missing documents, we will process them as soon as possible.
If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone.
Best Regards,
I clearly sent them all of this and my email
Go a long way to
Prove I’ve sent them this
Having sent emails almost every day and not having replied I used there complaints email
And registered a complaint
On the 11th of March which in my complaint I actually attached everything my I’d my proof of Address my PayPal
Account the actual invoices that my deposits were made to
Them
With all my information on clearly visible
To which I received this email
Dear Matt,
Thank you for contacting Kassu Support with your request.
We are sorry to hear about the frustration that our security verification procedure has caused you.
In accordance with our terms and conditions and our commitment to the relevant regulations, once a player has a certain amount of activity on the account, we are required to request documents to further verify your details.
We understand that this can be frustrating as it can be an inconvenience, however we take all possible steps to ensure that our security verification process is as convenient as it can be for the player, while ensuring we remain compliant.
We can see that you have sent us further documents on the 9/03/2020 and these are currently with the relevant team for you. I can assure you that once your documents have been verified and your account has been approved, you will be in touch by the relevant team.
We appreciate your continued patience and if you need anything else, do not hesitate to contact us. We are always happy to assist you.
Kind Regards,
Jessica
Kassu Support Team
As of this date I’m
Yet to
Hear anything from
Them
I have tried calling there customer service number and it seems to never go through
I current have a £1000 withdrawal pending just need to pass there verification process yet even though I’m providing everything to them they are not processing it and waiting almost weeks between communications
it’s now been a week and having heard nothing considering I’ve followed all there procedures and now nearly a month down the line we are absolutely no further down the line
I have all
The email
Proof so can add this to
The complaint
Screenshot
