Kassu Casino Complaints

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.

I have played at the beginning of this year with Kassu on the 6th of January I have made 2 withdrawals, on the next day when I want to login I was greeted by a message that I requested self excluded for 5 years, but my winnings will be processed soon. I have sent all my documents and my account has been verified but my winnings have never been sent out to me, every time when I ask what going on I get a message that's I’m fully verified and someone will be in touch soon.

Today is the 23rd of January getting the same responses for all my emails, but never seem to get my winnings, very frustrated as I didn’t close my account myself and now my winnings are held back. I sent my driving license, driving license next to my face, proof of address and it’s been 3 weeks now and only gets a wait message every time I ask but they never come back to me. I don’t remember having this problem when my deposits were taken but to apply a self exclude just when I make a withdrawal is absolutely disgusting and I would love to know what’s happening with this site.

I’ve been emailing from 14 December almost every day. They do reply to me, same things every day, same email reply nothing change. I have submitted all the documents they ask me about my account and I got the email that my account has been verified Still my winning money is not in my bank account. It’s almost more than a week.

I’m waiting it’s quite frustrating and it’s not fair to me because when you deposit it’s very fast no question when you withdraw your money they give you a hard time in all this delay I needed my money before Christmas for a lot of things I had to pay my rent I had to sort out a lot of my bill and I’m stuck and struggle now. They have a phone number that is not working when you tried to call it’s not in service The only way to contact them its email you get an automatic email back that’s all no one is there to help you.

This is a really bad service I’m really unhappy with their website. Kassu.com I hope they will sort me out with my money transfer to my bank urgently

Thank you

Noor

I requested a withdrawal from Kassu on the 25th of November along with withdrawals from Vegas Hero and Casino Gods, one the day before, one after (I will make separate complaints for these if needed but they’re the same company). After a few days of waiting I try logging in to each account with an error message which states I have self excluded myself (I haven’t) on a date/time after the withdrawal request was made. I then receive an email from Kassu telling me that my verification docs haven’t gone through as they no longer accept bank statements and that my ID document needs to be signed. New UK passports have the signature on the second page so I have now sent them this along with a letter from the NHS as this was in their list of accepted criteria for proof of address. I then get asked to provide all this additional info:

Proof of Payment Method

- ID confirmation photo: is a picture of you, the account holder, holding your ID document and a note next to your face to allow for facial confirmation of the ID document.

The ID must be the same used to verify this account.

The note must say: "Only for use on Kassu account user id 11355878"

Must be handwritten, not typed.

Must be in English.

Must have the current date.

Must have your signature.

None of the text in the written can be covered.

- Card confirmation photo: is a picture of you, the account holder, holding the front and the back of the card and a note next to your face to allow for facial confirmation

The card must be the same used to found your account.

The card must show the name of the owner, and the first 6 and last 4 numbers of the card (you should cover the middle digits and the CVV code).

The note must say: "Only for use on Kassu account user id 11355878"

Must be handwritten, not typed.

Must be in English.

Must have the current date.

Must have your signature.

None of the text in the written can be covered.

Please ensure that the image is sent in a good resolution (images less than 2MB in size will be rejected).

Please ensure the documents are not cut all 4 corners are visible and the quality of the picture of a high quality.

After a good hour of cutting out square notes and timed selfies etc I finally sent them everything they need and I still haven’t heard from them.

I sent them one final email yesterday letting them know in advance that I would be submitting my case to Ask Gamblers and have given them the chance to respond privately, they haven’t.

I would like my money back please.

Hello

Joined the casino through < link removed > at the start I was happy deposit ok and withdrawal once was a bit delayed but ok. I deposited a lot more and withdrawal a smaller amount but its been well over a month and still not received. My emails are not being replied to and after advising I needed the money for bills they replied to advise me that they have self excluded my account and to pick a time scale as gambling has caused me money problems...clearly not the case as they should pay out. After looking at some reviews I'm not the only one having this issue as the reviews are terrible. Regarding docs I had weeks of issues stating I need to do something different even after having them tell me to do what was asked then told something different each request took 4 days minimum to advise.

Attached is my verification mail:

Dear Laura,

Fantastic news!

We are pleased to inform you that your documents have been approved and your account has now been verified at Kassu!

If you have a pending withdrawal, we will process it as soon as possible.

Should you have any further questions we have an amazing team that are happy to help via chat, email and phone!

Best Regards,

Kassu Verification Team

Hope you can help

Ok so on the 18/11/21 I put in a withdrawal of £150 and I am still waiting I have done all that is asked from them and having to upload documents multiple times and now all I keep getting told is the relevant team will contact you soon well there soon must be very long as still waiting this can’t keep happening and is stupid that it keeps going on and we the Customers have to resort to these types measures to get things sorted out.

Made a withdrawal of £2000, after which I was asked to verify my identity, no problem. So I sent proof of passport, driving license, proof of address and bank card. 3 days later I was asked for a screenshot of my online banking, okay, so I sent it. 3 days later, needed a photo of a bank statement showing transactions with kassu, so I sent it, then I was asked for a pdf of a bank statement. 2 more days passed and finally I was verified, 48 hours later my withdrawal was rejected, kassu stated my bank rejected it. I spoke to my bank who stated "we would never reject an incoming payment". So I have withdrew it again, it has been 3 days and still no sign of them approving the withdrawal.

August 28 this year I had requested a withdrawal for 1000.00 At first received acknowledgment email then nothing. After a couple days I inquired and for the last 2 months it's been a nightmare of "you need this, then no that's not correct ......" for the interest of saving the blame and just resolving this matter, they requested bank statements, proof of winnings hitting the account , payments to them being withdrawn, I filled out a POI form which they have, I also send ID valid , and Proof of Address all as specified, In addition proof of ownership of the account. Since the money I use for playing is regenerated casino winnings I sent a summary of this deposits into my account 30 000ish.

From my banks investigation department complete with verification codes, some of those were from Kassu so they can easily verify, I showed my income during the pandemic hitting my account, Provided the yearly tax form 10-4 the most recent available, everything needed for their verification and am providing all of this attached at once and am hoping we can resolve this without getting into who's fault it is. I am requesting assistance in helping collect 1000.00 owed. I do understand that checks have to be performed as certain amounts are surpassed and have provided everything to do this. There nothing illegal there and have been paid previously by them .

Made a withdrawal request on 10th October. Have made previous withdrawals without issue. Was asked to verify on 11th October which wasn't an issue. Documents sent in and all verified except for proof of my phone number and boku payments. I have since sent this in at least 3 times and each time although a clear image from O2 they keep rejecting it. Add to that whenever you submit a new document they add another 72 hour wait period on for it to be looked at I am now getting frustrated. Customer service gives the same tripe about waiting 72 hours. I have never experienced this level of ineptitude at a casino before

I made a withdrawal on the 23//9/21. I was told to wait 72 hours for the withdrawal to be processed. After the 72 hours I contacted Kassu casino to be told they had escalated the withdrawal. They then requested photo ID, proof of address, proof of payment. Sent all the documents via email as when I tried to do it via my account it said I was fully verified. It’s been over the 72 hours for the verification to take place and still has not done so.

I am asking for help to have this resolved as I feel they are just stalling the withdrawal.

A while ago I got in touch but didn't include enough info. Thought I'd plod on. Can you help speed things up. This is ongoing since December. Iv'e submitted my ID, proof of address with an essay, proof of payment with an essay, my fathers dogs maiden name and Kevin Bacons great grandmothers shoe size, and yet I still get told bear with! First and last reply off them below. Many many more in between if I need to forward any. Diolch :)

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• [email protected]
• Fri, 18 Dec 2020, 14:09
• to me

Dear Michael < surname removed >,

We have received your withdrawal request of -568.60 GBP on Fri Dec 18 14:09:15 GMT 2020.

Your withdrawal will be reviewed and processed, as per our withdrawal policy stated in our terms and conditions.

A confirmation email will be sent to you once your withdrawal is processed. Kindly note that if we require any additional documents to be able to process your withdrawal, we will contact you by email. Until then, you are not required to provide any additional documents.

If you have any further questions, please contact our support team.

Sincerely,

Kassu Support,

[email protected]

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• kassu support via of0sq4pfholnimuc.zedre85.2-mceaeaq.eu33.bnc.salesforce.com
• Sun, 13 Jun, 14:17 (4 days ago)
• to me

Dear Michael,

Thank you for your request and details.

We have forwarded this to the relevant department for investigation.

Please bear with us - we will get back to you 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,

Monica

Kassu Support Team

[email protected]

I made a withdrawal on the 19th of May 2021 and have still not received my money and on my transaction log it just pending. I have passed all the verification. Keep going to chat to ask them and I always get told my claim will be escalated.

I have even told at 3 different times of the day that the department they need to speak to is closed.

They advertise quick withdrawals this is not quick 15 days and its for over £2000

Firstly, I made a withdrawal on 27th May 2021 and then I made a second withdrawal on 28th May 2021. After the second withdrawal I was requested by Kassu to provide all verification documents, which I did so immediately. I then received an email from Kassu, stating that they had received my documents and that they will be reviewed and processed within 48-72 hours. The 72 hour period has now passed and I am still not verified nor have I received either of my withdrawals. I have contacted live chat numerous times and they have told me they have escalated my case and that I will be verified shortly. However they could not give me an exact time frame. I have also sent numerous emails in which I have had no reply.

I don’t believe that a verification process should take this long, when other casino providers can verify players almost instantly. I truly believe the verification process is deliberately delayed to enable Kassu to withhold players money for as long as possible.

Judging by other players reviews, I am not alone with this. I am making this complaint so soon to ensure that I receive my duly owed money in a timely manner and not have to wait many weeks like others have.

I will certainly be escalating this complaint to the UKGC, regardless of the outcome.