Casitsu Casino - Player’s account has been blocked and audited.

Hi there, I deposited $35 to casitsu casino, I won 12500.00 on lucky twins grand jackpot, straight away they disabled my account so I could not upload my verification document, I sent all my documents via there support email address, no reply for 1 month I ve sent emails asking what is happening with my account, I have been nothing but straight up honest with this casino followed all their rules & regulations & nobody seems to not want to take responsibility for this casino's actions. All I want is fairplay. I would recommend not playing at this Ninja site as they don't stand true to its name.

Dear Pineshill7,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi there,

Thank you for your response & helping me, I really appreciate it. This situation has started from 6th July to now the 9th August 2021. I have not had one form of correspondence from them indicating what's the next step which I felt unusual at least something to indicate what is happening with my account. This is the first time & deposit I have had with this castisu casino, I had a bonus and made sure I played the wager right thru, which I did. On the 8th July when I won the Grand jackpot on lucky twins of 12500.00, the very next day on the 9th July they disabled my account, so I did not even get a chance to upload my identification, so I sent it all thru via email to there support centre. I can send copies of my identification of what I sent them to you if you like, but apart from that have not heard a word from them at all. I appreciated your help and guidance. Please let me know if you need anything else.

Warm regards Tina

Thank you very much, Tina, for the clarification. Have you, by any chance, saved your game history before your account got blocked? Could you please forward it to petronela.k@casino.guru?

Additional comments from the player:

"Hi Petronela,

Thank you for responding to me, to be honest, I did not get a chance at all to save anything, I deposited on the 6th with $35, played my wager, then won $465 requested a withdrawal declined due to needing more verification, the money was put back into my account, so played on the 8th July and won the grand jackpot of $12500.00, played a little more, then requested 2 x withdrawal of $6000, the next day chatted with a Ninja and she said I am under investigation, I was asking her how I can upload all my documents she cut the chat off, disabled my account and I have not heard anything from them since the 9th July.

I'll send you everything I have received from them.

Thank you I appreciate your time an guidance.

Kind regards

Tina"

"Morning Petronela,

I cannot seem to get access to my online account, I requested a new password and then it said password denied, I tried requesting another one but I can't.

Please are you able to help me.

Thank you

Tina"

Thank you very much, Pineshill7, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much for your help, I appreciate it so much, just reading up on their philosophy, it states,

Your safety and fun are our number one priority, like many other online casinos, however we offer you easily accessible and simple tools, to make your experience a safe one. Only when you play responsible and have the support you deserve? We'll I don't think they stand firm with this, and would not recommend players to sign up because you will not be treated fairly, and every player needs to be treated fairly. Not a good look for this casino at all🤔

Hello Pineshill,

I'm Nick and I'll be assisting you from now on in your issue. I would like to invite Casitsu Casino to join us and help us resolve the player's issue.

We are currently waiting for the casino to provide some proof regarding the case. Will provide you with an update as soon as possible.

Hi there Nikolas, Thank you so very much for your help an efforts in getting this sorted as soon as possible, I really appreciate you and the casino guru team, as fairness and fairplay go along way & hope the castisu casino can keep it real and truthful so all their player's can see that they stand truth & make sure there gaming environment stays safe and fair for all who come on board. If you require any other information please let me, happy to help. I will await to hear from you Keep well, Keep safe, Take care Tina.

Hi there, if you need any proof, I have screenshots an emails of my winnings, come on Castisu Casino playfair be truthful.

Dear Pineshill,

We are currently investigating the proof received from the casino. Currently is it seem that there are multiple accounts created by you in the casino which is againts the terms. We are waiting for additional proof from the casino.

Hi there

Thank you for your response, we finally got a reply👏

I have never signed up to Casitsu Casino before, only this time as a new member, it will be interesting to see the proof.

This is the only and first time I have applied at this casino. I am signed up to other sites, but only once at this casino.

Will await their response.

Take care & Be well.

Hi Nikloas

Would I be able to see the proof too, they have sent to you, why is it I cannot see Castisu Casino response to this complaint, I see all my responses but none from them, they need to come out and put all cards on the table like me, I know this is my one and only account with this casino. Its odd they could of let me know this from the start that this is the issue & I would of been happy to respond, I hope they are keeping it real, as honesty is the best policy.

Thank you for your help.

Take care.

Hi Nickolas

Are you there.

Dear Pineshill,

We haven't receive any additional information from the casino yet. The last message from then was the one from before so we are still waiting for any kind of respond.

Hi Nickolas

I have had a reply from the Casitsu Casino, they have said that they will only pay $4000nz, due to bonus terms and conditions, so what happens to the $8500.00 unaccounted for? can they keep that is that even legal by law, I have asked over and over where is the rest and cannot get a straight forward answer its fustrating. Please are you able to guide me on this. Thank you.

Hi Nickolas

Casitsu casino have paid me the full amount, I'm very grateful to you & the Casino Guru Team.

Thank you for helping me get this rectified.

Thank you Casitsu Casino for keeping it honest & real.

Dear Pineshill,

Thank you very much for letting us know that the issue has been resolved, we gladly hear that you received your full winnings. Please do not hesitate to contact us if you will come across any other trouble in the future, we will try our best to help you out. The complaint will be now closed as resolved.

Best regards,

Nick

Casino.guru